888 Casino IT - Player's account has been closed and funds delayed.

Hello, it has been months now that I have been struggling daily with the support team of the 888 casino site. Because after winning 2000 € in a casino game, they blocked my account and requested several documents. I provided everything from selfies to photos of the card (covering the data), including proof of residence. I sent them all forms of proof of residence, even those downloaded from the government website, account statements, and even bill statements that I printed out besides sending the PDF. I have sent every possible type of document. To this day, every day, they tell me that my latest documents are under review, and every day they say they open a ticket, but they don't resolve anything. It seems like they are looking for any reason to hold my money. Obviously, my account is limited because theoretically, I need to provide these documents, which I have already provided, but they won't unlock my account to withdraw my money. I am pleading for help. Hello, it has been months now that I have been struggling daily with the support team of the 888 casino site. Because after winning 2000 € in a casino game, they blocked my account and requested several documents, which I have submitted from the first to the last, including selfies, photos of the card (covering the data), proof of residence, all forms of proof of residence, even those downloaded from the government website, account statements, and every possible type of document. Yet, to this day, every day, they tell me my most recent documents are under review, every day they say they open a ticket, but nothing gets resolved. It seems like they are looking for any reason to hold my money. Obviously, my account is limited because theoretically, I need to provide these documents that I have already provided, but they won't unlock my account to withdraw my money. I am pleading for help.

Dear mciotti02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When did you send the last document(s)? Have you provided all the required documents in the correct format?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I played on live roulette.

12 days. Yes all and correctly complete with everything.

I had an active bonus, yes, the one on the deposit, but obviously playing live it was not used at all.