888 Casino IT - Player's withdrawal is delayed.

Hello, good day. I would like to express my concern about an issue on October 24. I deposited a significant amount of euros and finally, after playing, I won 450 euros to recover my funds. I then requested to make a withdrawal and, for the first time, followed all the procedures sent to my email, including providing identification documents as requested. The card I used to deposit and request the withdrawal is in my name. It has been several days, yet nothing has happened. I am very disappointed. I have sent the requested photos showing the first 6 digits and last 4 digits of my card, but still, nothing has changed. They keep telling me that there is just a little more left to verify. I don't know what to do. My username at 888 Casino is shakjir.

Dear Shakjir88,

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 when exactly you sent the last document? 
• 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

Good morning ktistna absolutely I sent them correctly requested by them ID card credit card the first 6 digits and the last four and I did everything correctly by sending an email to them saying with ID reference €450 pending the reason asking is why also all this waiting still they do not answer me same things they send me emails saying Within 72 hours it will be verified and we invite you for a response but nothing yet I am very sorry I do not think all this is right

kindly Cristina if you could help me to solve this delay thank you with great respect from me

Thank you very much for your reply, Shakjir88. 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.

Dear Shakjir88,

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.

Hi Cristina I'm waiting for the 888 casino they still aren't paying me I don't know what to do anymore I sent them an email telling me that your last withdrawal was rejected without reason I sent all the documents Precisely I also sent the bank statement that is tested in my name I can't understand anymore It's not fair Believe me it's not fair all this needs to be reported these parts so you really need to be reported it's not fair all this

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. 

Shakjir88 informed me via email that the issue has been resolved.

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru