The player from Italy faces account blockage after a significant win at 888 Casino six to seven months ago, with no response from customer support despite multiple document submissions. She raises concerns about possible exploitation due to the repeated requests for selfies and has consulted a lawyer, but remains unable to proceed without communication from the casino.
888 Casino IT - Player's account has been closed with no response.
Amount: €3,000
888 Casino IT
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Case opened
Current status
Waiting for casino to reply
6d 9h 3m 55s
Case summary
14 hours ago
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2 weeks ago
Translation
Good morning, I have a huge problem with the casino.
About 6-7 months ago, I had a significant win at 888 Casino. Immediately after winning on the slots, my account was blocked, and no one has responded to me since. I have sent emails to support@888casino.com, support@888.it, and reclami@888.it, but in 7 months, I have never received a reply. I always uploaded all the requested documents immediately, but they were consistently rejected, including all my selfies, photos of my documents, and my bank statement. At one point, I was even asked to provide a utility bill (even though I still live with my parents).
I am worried that they are taking advantage of me because I'm quite a good-looking girl and they keep asking me for selfies in different poses. I have consulted a lawyer who prepared a legal notice, but I am unable to deliver it because no one has ever responded to my emails. Please help me, I feel used as a woman and mocked.
Automatic translation:
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2 weeks ago
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
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2 weeks ago
Translation
Good morning, I understand the importance of verification but verification cannot go against people in fact I have always taken the matter seriously but you also understand that 6 months is too much. Especially when they ask for seriousness and then do not respond....
I provided my ID front and back in two perfect photos, my bank statement in the PDF format provided to me by the bank with my address clearly visible and many selfies of me with the document (the document is perfectly legible and you can see my whole arm as they requested).
No I have not accumulated winnings with active bonuses
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1 week ago
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.
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4 days ago
Translation
Yes I upload here the screenshots of all the emails I sent with the requested documents, then I send her all my selfies and all the proofs of residence on her email. She understands that since I am 18 years old I live with my parents so I cannot have a bill in my name but only my bank account
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2 days ago
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.
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14 hours ago
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?
888 Casino IT has 6d 9h 3m 55s to reply
