888 Casino IT - Player's withdrawal is delayed by verification issues.

Introduction: On October 3rd, I was requested to provide documentation to verify a card, to which I immediately attached the document. By October 5th, I received an email confirmation from 888 confirming receipt of the document. From that point on, I received no further communication from them, so I continued playing as usual, assuming the verification was complete.

On December 9th, I submitted a withdrawal request and still received no communication from them. After the maximum 24 hours stated for processing according to their terms (unless documentation is requested for verification, which was not my case), I tried to contact them via chat. I was told that processing takes 24 to 48 hours (something that is not specified anywhere, and my previous withdrawals had always been very quick). After 48 hours with the withdrawal still pending, I attempted to contact them again, and they said they would notify the relevant department. Attempting for a third time, the operator, somewhat condescendingly, stated that on October 3rd, I was asked to verify a card. I then pointed out that I had attached the file (substantiated by the email confirming receipt of the document). Yet, they insisted that the problem was the verification of that very card (which somehow remained silent for two months and escaped not one but two operators!). I searched for the same exact document and uploaded it to the platform (the document being a statement from the issuing bank confirming ownership, which I would say is impossible to refuse). In parallel with the chats, I also attempted to send emails, including attachments, but received no response.

On the following day, the withdrawal was still pending, the document still under verification. I tried contacting chat support again, and the operator informed me that document verification takes a maximum of 72 hours.

After 72 hours of urging through email, chat, and attaching documents for every deposit method (considering their "lack of communication," better safe than sorry), nothing at all! No withdrawal without verification, and they still don't complete the verification, despite my repeatedly informing each operator that the issue with the document not verified for two months was due to their oversight, as I promptly sent it, yet where it went remains unknown, and why I was never contacted remains unexplained.

I realize there's little to rely on, but I've used the platform for years, always considering it one of the most reliable. I assumed the withdrawal process would proceed as usual. I've repeatedly stressed the urgency, but as I've mentioned, they haven't bothered to respond.

I filed a complaint on ODR, no response

I sent a certified email to ADM, forwarding it to them as well, still nothing

I hope for your assistance to speed up this situation.

Dear sabrina91297,

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, it might take a few working days to complete this thorough process. Unfortunately, sometimes casinos ask players to provide the same documents multiple times if some information is missing, or if the documents weren't provided according to the casino's instructions.

• Do I understand correctly that verifying your deposit seems to be the only issue? Have you provided any other documents and have they all been approved?
• 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

So it's a digital card that I used months ago. So after two months I didn't even have it anymore. I sent a certificate issued to me by bitsa for card ownership, a document that I discovered they rejected because it wasn't a photo of the card. I managed to make them understand that there is no front/back photo because it's a digital one and it seems that they finally accepted it. But for the last two months I've made deposits with a postepay debit card or with Apple Pay but using the same card. Finally today I received a response, they claim that they were unable to process the withdrawal on the chosen payment method and ask me for the data to make a bank transfer, so I sent them everything asking if an instant bank transfer was possible to advance the credit (obviously at my expense), but in any case intrigued by the fact I called the post office customer service who assured me that the card is enabled to receive refunds and credits, something that I reported to the dealer via email.

I'm waiting for a response, hoping it won't take another week

Thank you very much for your reply, sabrina91297. 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.