The player from Italy was unable to withdraw winnings due to a delay in the KYC process. The casino was rejecting the player's document proof of residence and provided no guidance for correction. We contacted the casino, and its representative explained that the format of the documents could have been an issue. Late, the player was requested to send the documents again, but they were not received by the casino. It turned out, that the player used another email address for the communication with the casino than was set in his casino account, so the casino representative wasn't able to check the files. Finally, the player verified his email address, and the casino started reviewing the documents. We asked the player to keep us updated regarding the status of his KYC, but he stopped responding to our messages, so the complaint was rejected.
888 Casino IT - Player's KYC process is delaying withdrawal.
Amount: €1,495
888 Casino IT
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
The casino is rejecting my document as proof of residence without giving any explanation or instructing me on what needs to be corrected to avoid having my KYC process delayed, which is preventing me from withdrawing my winnings.
The last interaction I had with the 888 operators, they told me they couldn't read pdf documents and wanted me to print it out. I’m left questioning why I should be the one to do their job when they can't open a pdf file. I'm confused and shocked by this website's way of handling my situation, and after doing some online research, I've found that I'm not the only one. Everyone else who has won also encountered problems. I'm baffled as to why this casino still holds such a high ranking on Casino Guru.
Thank you for your assistance
Dear alex5555,
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 can complete the verification procedures. None of the serious and licensed casinos takes 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?
Do I understand correctly that the only identity document that has not yet been approved by the casino is your proof of residence?
We recommend the players cooperate with the casino and provide all the documents in the requested format. Would it be possible for you to print out your PDF document so that the casino would be able to read it?
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,
Veronika
they approved my identity document then they asked me for a bill and I sent them the vodafone one, I went to chat the first operator said it wasn't right and that I had to send another document I closed and reopened the chat the second operator told me instead he said that being in pdf format (very common format and without any kind of reading problem) he wanted me to print it and send it to him
hence disorganization and endless freewheeling excuses
I continue to send documents to the casino which replies that it does not receive them because the mailbox is clogged ... and they forward it to me as if it were my problem
I do not know what to say
Thank you very much, alex5555, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi alex5555,
I've just reviewed your case and am sorry to hear about your struggles with the verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear 888 Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's documents were not accepted and when the player can await for you to check the recently sent documents?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Hello alex5555,
Thank you for bringing this matter to our attention.
We would appreciate you contacting our customer service team to have this issue investigated further, by clicking the following link and providing your full details:
http://888-external-it.custhelp.com/
888Casino.it
Thank you for the reply, 888 Casino Casino IT.
Dear alex5555, have you already tried to get in touch with the casino via the provided link? Have you received any further updates?
with that link he sends me in chat to an operator who tells me the usual things, every now and then they say they don't receive the documents and without explanation they tell me to resend them every now and then they say that the mailbox is clogged,
then I sent them the vodafone bill but they didn't answer me even though an operator had said they had received it, in practice there is a total lack of collaboration and various confusions for which I am wasting time and I am not receiving my winnings
Consequently I ask why the documents already sent are not good, and then I ask what the casino needs to be able to pay me because it seems that they don't know either
Dear 888 Casino Casino IT, as you can see the player hasn't received any new information from the support. We'd like to ask you to provide an explanation here. Could you please specify, if all the documents were received by your team for verification or if something's been missing?
Hi there alex5555,
I can see that your documents was rejected and was not verified. We have sent you an email to provide a different type of document. Kindly send it through our chat support here in this link: http://888-external-it.custhelp.com/
We need your cooperation in this matter in order for us to resolve your issue.
Thanks for understanding.
Sincerely,
888 Team
hello why is my vodafone bill not good as proof of residence? What else do you need to be able to verify my address? can I provide you with the ownership document of my iban? I can request it from the bank and it contains my iban, my name and my home address
Hello there Alex5555,
Thanks for reaching out. The format of your document could be an issue. Please contact us again so we can clarify what else is needed. Our Support Team is available at any time at http://888-external-it.custhelp.com/ and they might have already sent you an e-mail if you have reached out to them, so make sure to check both your inbox and junk folders & remember you always have Live contact Channels available in the 'Cashier' Tab. Best of luck!
Sincerely,
888 Team
I just sent my bank document is here:
natalia.b@casino.guru
which uploaded to the 888 site
let me know if this document is ok
Hi,
Once our documents team received and checked your document. We'll make sure to send you an update via email.
Regards,
888team
hello thanks 888
casino guru I am sending you the document from another email because it tells me that you have not received it
I resent it from here d****@gmail.com
Dear alex5555, thank you for the email, I received your file. Please, let me know when the casino replies back after the evaluation of this document.
I hope it will meet the criteria, which I believe were communicated to you in a private email from the casino.
Hi there alex5555,
Kindly allow 72 hrs. for our email support to respond as that's the standard time frame for email processes.
Kind regards,
let me know then I would like to withdraw all my funds to my iban which you should already be able to see in the document I sent you
Hi,
Please wait for the email from our support team, once you received it you may reply to it for any further assistance regarding withdrawal.
Regards,
888team
Hi alex555,
We've requested an update to be sent to you by our relevant team in the soonest possible time. Please allow them a bit more time and we promise once the checks are done you'll receive an email. We appreciate your patience and understanding.
Regards,
888team
is there any news? the 72 hours you mentioned ended 4 days ago...
I would kindly like to proceed with the withdrawal by card as soon as you approve it, thank you
Hi,
We do apologize as there's still no update from our relevant team. But don't worry we'll chase this with them. We appreciate your patience and we'll do our best to send you an update asap.
Regards,
888team
are there any news? sorry, I uploaded the document you asked for the first time more than two weeks ago and you told me about 72 hours....
Hi there,
We're still waiting for updates from our relevant team. No worries, we'll make a follow up on your concern.
We'll reach out to you via email as well. Thanks for understanding.
Kind regards,
888 Team
Dear 888 Casino IT, I'll set the timer for another 7 days, I hope this timeframe will be enough to finish all the necessary checks, considering it's already been a week instead of 72 hours.
cit 72 hours maximum promised, it's Christmas here soon, you can see your reliability, congratulations
updates from your team? you have to look at a document from a vodafone bill sent almost a month ago.... you answered me in chat that you can't open it some times other times it's not good, what planet do you live on? what customer service is this?
Hi there,
Upon checking the recent update, I can see that your ID was already verified. What we only need from you is a proof of address or utility bill showing your name and address. Kindly send it through support@888casino.it
Thanks for understanding.
Kind regards,
888 Team
Dear 888 Casino IT, we've been trying to find out what documents are accepted as proof of address for a month. The player claimed to provide you with a Vodafone bill, which you didn't accept, then they provided you with the statement from the bank where the address is written, but it wasn't accepted either. Can you finally specify what exactly is required and accepted as proof of address since it's not really specified on your website here https://www.888casino.it/come-ricaricare/conferma-identita/?
Do you accept standard electricity/water/gas bills? Or there're any more options?
..... I honestly don't know what to answer after sending the document they're asking me for more than a month, this is all a joke they play dumb not to pay come on let's not joke
I received an email from the casino saying they can't find the document, I sent it back to them but if they keep playing dumb how can I fix the situation? how does the admin report work? for now I want to proceed with the complaint but in the meantime I'm starting to get better information
it is absurd, however, that a casino that treats customers in this way has a high ranking score here in the forums.....
if in doubt, I'll put it here as well so they really can't say they didn't receive it, or if you can, send it to them casino guru
Thanks for your help and time and have a nice day
Hi there,
We're very sorry for the confusion. It seems like the email is incorrect. Kindly send your document to supporto@888.it as this is the correct and active email. Thanks for understanding.
Kind regards,
888 Team
I've already sent it there every time and I've also just reloaded it from the site
Hi,
I can see that this is the incorrect email provided before: support@888casino.it
The correct and active email for support is: supporto@888.it
Kindly send your documents there for our support team to check and validate.
Kind regards,
888 Team
but if you replied via email and also via chat that you were processing the document almost a month ago, can you explain to me why now you say the email was wrong and you didn't receive it? I also uploaded it from your site several times...
Hi there,
Upon checking your account, I can see that your email address on your account is different form the one you have provided. This is the reason why we're not receiving your emails. I highly suggest that you verify your email address on your account. Thanks for understanding.
Kind regards,
888.it
but if you told me via chat that you received it, and then I also uploaded it directly to your site several times
I even put it here in this complaint 4 days ago! stop pretending not to receive my documents please!
Hi,
Please know that live chat has a different tools from us. Are you able to provide the reference number you had on live chat so we can check the conversation? As we can only see the details and emails you had on your account under the username: A***
Kind regards,
okey it's fine, can I send you the document via email from my email address ( a***@libero.it) ?
I can also attach the document or something like that since it's a new email
let me know so I can send you this document again and we're set
Hi Alex5555,
Yes you may send the documents using your new email address just indicate on the email the explanation and provide your login details so they can locate and verify the account before they can check the documents.
Dear Alex555, please let us know when you receive any update after sending the documents to this new email address.
Dear 888 Casino, can you explain your message: "I can see that your email address on your account is different form the one you have provided." Did you mean that the player's email address wasn't verified back then? Or that they have been sending you documents from some other email address?
new email sent to the casino, here is the screen
you have my document which I have attached to you and you never know then you have proof of ownership of my iban and you have all my personal data in the email, tax code etc.
I await this kwc verification and the unblocking of withdrawals via iban thanks
Hi CasinoGuru,
Yes, the email address on the account is different and has not been verified by the member.
888 Team
have you seen and accepted this document??
A month ago I made the request to change my email from the new email from which I am sending the documents as they told me via chat but they didn't even change the email now I see, and in any case I also uploaded these documents from the site so the mess he's pretending not to receive them....
my first request to change my email with all the documentation and written request occurred more than a month ago, why didn't 888 change my email? why don't you respond regarding the documentation uploaded to the site instead?
Hi Alex,
I have forwarded your concern to our relevant team. A member of our support team will reach out to you on your email address a***@libero.it and assist you with verification. I already updated the email address on your account to a***@libero.it.
Kind regards,
888 Team
perfect thanks for updating the email I requested almost two months ago, can you now see and approve the document? I just sent it back to you, thanks
Hi Alex,
I can confirm that we have now received your document. This will be forwarded for checking and our relevant team will reach out to you once the checks are done. Thanks for your patience and understanding in this matter.
Kind regards,
888 Team
Thank you for the explanation, alex5555. I'm glad that we managed to solve at least this problem here.
I'll set the timer for you for 7 days, please keep us informed if you receive any news from the casino after they finally will be able to review your documents.
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