888 Casino IT - Player's account has been closed with no response.

Buongiorno, ho un enorme problema con il casinò.

Ormai 6/7 mesi fa ho fatto una grossa vincita sul casinò 888 e subito dopo aver vinto alle slot il mio account è stato bloccato e nessuno mi ha mai più risposto. Ho scritto mail a support@888casino.com support@888.it, reclami@888.it e in 7 mesi nessuno mi ha mai risposto. Ho sempre caricato tutti i documenti appena richiesti ma sono sempre stati respinti, tutti i miei selfie, le foto dei miei documenti e il mio estratto conto bancario. Ad una certa mi è stato pure chiesto di caricare una mia bolletta (quando io vivo ancora in casa con i miei genitori). In tutto questo ho paura che se ne stiano approfittando perchè sono una ragazza abbastanza carina e mi stanno continuando a chiedere selfie in posizioni diverse. Mi sono rivolta ad un legale che ha preparato una diffida ma non riesco a consegnarla perchè nessuno mi ha mai risposto via email. Vi prego aiutatemi, mi sento usata come donna e presa in giro

Dear celaPro1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and 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 in advance for your reply. 

Best regards, 

Dominika

Buongiorno, capisco l'importanza della verifica ma la verifica non può andare contro alle persone di fatti ho sempre preso seriamente la questione ma capisce anche lei che 6 mesi sono troppi. Soprattutto quando loro chiedono serietà e però poi non rispondono....

Ho fornito il mio documento di identità fronte e retro in due foto perfette, il mio estratto conto con il formato pdf fornitomi dalla banca con il mio indirizzo in chiaro e molti miei selfie con il documento (si legge perfettamente il documento e si vede tutto il braccio come da loro richiesto).

No non ho accumulato vincite con bonus attivi

Dear celaPro1, have you been informed about the outcome of each document verification?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Si ti carico qui gli screenshot di tutte le mail che ho mandato con i documenti richiesti, poi le giro sulla sua email tutti i miei selfie e tutte le prove di residenza. lei capisce che io avendo 18 anni vivo con i miei genitori quindi non posso avere una bolletta intestata a me ma solamente il mio conto bancario

Thank you very much, celaPro1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello celaPro1,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your frustration with the whole situation, the KYC (Know Your Customer) and AML (Anti-Money Laundering) are very important and essential processes. Licensed casinos treat these procedures with utmost seriousness. It is within the rights of the casino to request various documents to adequately verify your address. I understand that this may pose a challenge for you, particularly since you reside with your parents and the standard utility bills are not registered in your name. However, do you possess any official documents, such as a letter from your former school or a pay slip, that could serve as proof of your address?

I will contact the casino to see if I can help.

We would like to invite 888 Casino IT to join the conversation.

Dear 888 Casino IT,

I acknowledge your need for documentation to verify the player's address, which is a standard procedure for KYC and AML compliance. However, as the player has indicated that they reside with their parents, they are unable to furnish any utility bills in their name. Could you please specify what alternative documents would be acceptable for verification purposes?

capisco al 100% la necessità del casinò di verificare la mia identità per il kyc e aml ma io mi trovo ad avere l'account bloccato da quasi un anno, avere un servizio di assistenza super scadente che mi chiede i documenti 100 volte quando già glieli ho forniti. io penso che se ne stiano approfittando per non pagare le vincite a me dovute

Hi  celaPro1,

Thank you for your continued patience, and we truly understand how frustrating this process has been for you.

We want to assure you that the verification process is an essential requirement to comply with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations. We sincerely apologize for any inconvenience caused by this extended period of review.

To proceed with your account verification, we still require a proof of address and a selfie with your ID. Here are a few tips to ensure the documents meet the necessary requirements:

Proof of Address:

Since you do not have utility bills in your name, we suggest providing alternative documents such as a recent bank statement or a government letter (such as a letter from your former school or a tax document) that clearly shows your full name and current residential address.

Selfie with ID:

Please make sure the photo is well-lit and clear, with no parts of the ID obscured.

Ensure your entire ID card is visible, and your face is clearly seen.

The image should include your full arm holding the ID as requested, and make sure all details on the ID are legible.

If you have already provided these documents but feel they were not accepted due to minor issues, please recheck and resubmit them, ensuring all the details are fully visible.

Once the documents are successfully uploaded, our team will review them as quickly as possible. We appreciate your cooperation and are here to assist if you need any further clarification.

Sincerely,

888 Team

Ho seguito le seguenti indicazioni. Come potete anche voi di casino guru notare dagli screenshot che vi ho fornito

Hi celaPro1,

Can you upload these documents again using our safe portal at:

www.safe-cashier.com

Thank you so much for your patience and understanding.

Sincerely,

888 Team

ricaricati tutti

sono stati nuovamente rifiutati......

Hi celaPro1,

Please kindly upload a clear and non-mirrored selfie of yourself holding your ID. It’s important that the photo is taken in good lighting, and your face, along with all details on the ID, must be visible and easy to read. This helps us ensure a smooth verification process.

For the proof of address, please provide a document that includes all the necessary details such as your full name, address, and date of issue. This could be a utility bill, bank statement, or any other official document that clearly displays your address. You can upload the original digital file of your proof of address, ensuring that it is legible and unaltered.

Once we receive these documents, we’ll be able to proceed with verifying your account. If you have any questions about the process or need further clarification, feel free to reach out!

Sincerely,

888 Team

caricati i documenti come richiesti

attendo vostro riscontro

invio anche a casino guru gli stessi documenti forniti così che possa essere chiaro a tutti che miei documenti sono assolutamente chiari

Hello celaPro1,

Thank you for sharing the requested documents with us. We acknowledge receipt and will review them promptly. Rest assured, our team is dedicated to ensuring that all submissions are processed with care.

We kindly ask for your patience during this verification process, and we will notify you as soon as there are any updates. For any concerns or additional information, please don't hesitate to reach out to our support team via live chat.

Thank you for your understanding.

Sincerely,

888 Team

ovviamente anche questa volta i miei documenti sono stati rifiutati. mi chiedono un nuovo selfie e una nuova prova di residenza. Mi chiedono una bolletta cosa che ovviamente avendo 18 anni non posso avere e di scattare nuovi selfie. è veramente vergognoso quello che sta succedendo. vi prego aiutatemi

il bello è che non si svorzano nemmeno di dare nuove motivazioni o altro. continuano a mandarmi sempre la stessa mail e ad ignorare le mie email mandate a support@888.it support@888casino.com reclami@888.it e vmsi@legalmail.it

Hi celaPro1,

Thank you for reaching out and sharing your concerns with us.

We understand that this situation has been frustrating, and we’re here to help clarify the process. When it comes to the verification process, we’re required to follow strict regulatory guidelines to ensure that all documents meet specific standards. This includes ensuring the quality of the selfie and that the proof of address is clear and up to date.

If you’re unable to provide a utility bill, as you mentioned being 18, other documents such as a bank statement or an official letter that clearly shows your name, address, and a recent date can be used as proof of residence. As for the selfie, it’s important that it clearly shows your face and the details of your ID in a well-lit setting.

We are sorry if the communication hasn’t been as helpful as expected, and we’ll work on providing clearer instructions moving forward. Our support team is available via live chat for any further assistance you may need.

Thank you for your understanding.

Best regards,

888 Team

Dear celaPro1,

Just to check, are you sending the casino team the same pictures repeatedly? If so, I would suggest that you take new selfies that fit the specifications mentioned by the casino team. Although I understand that you cannot provide a utility bill in your mane, however, do you possess any other official documents, such as a letter from your former school, a pay slip, an antigraft letter (civil registry office letter), or any other documents that could serve as proof of your address?

per quanto riguarda il selfie ne ho già inviati troppi e sempre diversi. ora ne ho scattato uno dove si legge tutto e devono accettarmelo. per quanto riguarda la residenza io non ho altre prove se non degli estratti conto e prove dell'isee e prove della giacenza media. ho due banche e ho già fornito i documenti di entrambe. capisce che ho 18 anni non 30 con una casa, delle bollette, una busta paga o una lettera anti-corruzione

ho reperito un altro mio estratto conto e ho ricaricato il mio selfie. esigo che venga sbloccato. vorrei fare presente allo staff di casino guru che nel mese di settembre è stata inviata e caricata una diffida per inadempimento contrattuale ai sensi dell'articolo 1454 per la chiusura del mio conto gioco e l'accredito delle vincite dovute però STRANAMENTE è stata ignorata e hanno fatto finta di non averla ricevuta

dato che hanno finto di averla persa confermo il nuovo invio della mia diffida

Hello celaPro1,

Thank you for your continued patience and for providing further details regarding your situation. We understand that this process has been challenging, and we appreciate your efforts in submitting the requested documents.

To clarify, the verification process is crucial to comply with legal and regulatory obligations. It ensures the security of your account and the platform as a whole.

We have received your updated selfie and bank statements, and our team will carefully review them. As you mentioned that you’ve already submitted multiple versions of your selfie, please rest assured that we will assess your latest submission with priority.

Regarding the formal notice, we truly apologize if there was any confusion or delay in addressing this matter. Please be assured that we are thoroughly reviewing your case, and we encourage you to reach out to our team via Live Chat for immediate updates. You can do so by navigating to your account and selecting Cashier > Help, where a representative can address your concerns in real time.

We are committed to resolving this matter and appreciate your cooperation as we work through the verification process together.

Sincerely,

888 Team

mi avete richiesto il selfie per la 200 centesima volta. Invio questa volta il mio selfie con il fronte e il retro della mia carta di identità. attendo verifica nuovamente......

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear celaPro1,

Has the verification process finished successfully?

Dear celaPro1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello celaPro1,

Thank you for your continued patience as we work through the verification process.

We understand that this has been frustrating, and we truly appreciate your effort in providing the requested documents.

However, after reviewing the latest submission, we kindly ask that you resend the selfie with the front and back of your ID card, ensuring that the text and details are clearly visible. To make sure the ID is legible, we recommend either enlarging the document or bringing it closer to the camera when taking the photo. This will help us complete the verification process as quickly as possible.

We sincerely apologize for any inconvenience this may cause and thank you for your understanding. If you need any further assistance, please feel free to reach out, and we’ll be happy to help.

Sincerely,

888 Team

ma siete matti? vi ho caricato una marea di selfie sia con il fronte che con il retro e si legge tutto

Hello celaPro1,

Thank you for your response, and we completely understand your frustration.

We truly apologize for the inconvenience caused. Upon reviewing your latest submission, it appears that we are still unable to fully verify the details on the ID. In order to ensure that the verification process is completed smoothly, we kindly ask that you resend the selfie with the front and back of your ID card, ensuring the text is clearly visible. If needed, please try enlarging the document or bringing it closer to the camera to help improve legibility.

We understand how repetitive this may feel and appreciate your patience as we work to resolve this matter.

If you need any further assistance or have questions, don’t hesitate to reach out. We're here to help.

Sincerely,

888 Team

Dear celaPro1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

mi prendete in giro? vorrei tanto girare sto selfie a casino guru che così possa dirvi anche lui che si legge tutto. si vede anche la filigrana del documento

Dear celaPro1,  

You are welcome to send me any selfies and other images you have taken and shared with 888Casino at michal.k@casino.guru for an independent evaluation.

Dear celaPro1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has stopped responding to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time or alternatively reach out to the casino licensing authority for further help if desired.