The player from Italy had his account suspended for a month, despite having provided the requested documents for verification. He was unable to withdraw his money. Despite our attempts to resolve the issue, the player did not respond to our messages and questions, which prevented us from investigating further. As a result, we had to reject the complaint.
888 Casino IT - Player’s account verification is delayed.
Amount: €1,200
888 Casino IT
Safety Index:Very highSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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4 months ago
Translation
I created an account and played without using bonuses at speed baccarat, after a week my account was suspended with a request for various documentation, I provided everything they asked for but a month later I'm still waiting for a response, what can I do if they do not cooperate with verifying my account?
Automatic translation:
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4 months ago
Dear romanomarco945,
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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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4 months ago
Translation
Good morning, as requested by the casino I provided a photocopy of my identity document and proof of residence issued within 3 months a month ago. After sending all these documents the casino stopped responding to me and now I really don't know what to do to get my account unblocked. I am super available to send any other documents except that it seems that the casino people want to keep my gaming account blocked
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4 months ago
Thank you very much for your reply, romanomarco945. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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