888 Casino Ontario - Player faces withdrawal delays due to verification issues.

Asking for cresit card statements showing my credit card number, however I only ever deposited via e transfer and the card they are claiming I used for deposit is a debit card anyways? Cannot give them the requested documents if they do not exist.

Dear Bearsalad,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino.

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.

• Which documents have you submitted to the casino regarding the verification of your debit card?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello, I have sent them pictures of the physical card itself as well as bank stayements highlighting the e transfer deposits they requested. However they keep spitting the same email response back requesting a credit card statement that does not exist.

Thanks for your patience.

Do you have access to your casino account? Could you please share screenshots of your deposit history as it appears in your casino account?

Could you please forward one of the emails the casino sent you specifying the details of the request to my email at tomas@casino.guru?

I'll wait for your reply.

Dear Bearsalad,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.