The player from Italy had attempted to withdraw 25,000 euros, but despite having provided all requested documents for verification over the course of 24 days, the process had still not been resolved. The player had provided proof of address, identity document, photos of all cards used, and bank statements. After a temporary account deactivation due to a questionable Neteller deposit, the account was unlocked but the withdrawal issue persisted. Despite our efforts to assist and request for further information, the player did not respond, leading us to close the complaint.
888 Casino IT - Player’s withdrawal has been delayed.
Amount: €25,000
888 Casino IT
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I made a withdrawal of 25 thousand euros and received an email asking me to verify some documents. For a solid 24 days, I have sent everything that was asked of me, and I still haven't been able to resolve the problem today.
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1 year ago
Dear crypiconese,
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 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 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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1 year ago
Translation
Greetings
I was asked for proof of address, identity document, photo of all cards used, bank statements and I sent everything. Today I receive another email telling me that my account has been temporarily deactivated and they are awaiting clarification on a nettler deposit made and not in my name. I explained everything to them saying that it was my mistake, now I'm waiting for their answers
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1 year ago
Thank you very much for your reply, crypiconese. 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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1 year ago
Translation
The account has been unlocked but I am still asked the same thing to verify deposits with Apple Pay
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1 year ago
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Regarding the nettler deposit, everything was clarified and they warned me to be careful next time. However, with the entire account unlocked, the withdrawals still do not start
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1 year ago
Well, have you already provided all the required documents? Also, I am really interested in the conversation regarding the Neteller account. Please forward it to me. Thank you.
