The player from Brazil is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
888 Casino - Player is struggling to complete account verification.
Amount: 3,140 R$
888 Casino
Safety Index:Above averageSafety Index
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7.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
In fact, in my 888 casino account I had exactly 650 dollars for withdrawal balance, which is around 3140 reais. I don't know what's going on, they temporarily deactivated my account and I'm very worried about my balance that was there. I sent a message to an agent to clarify my doubts and made it clear that I was concerned about the delay in verifying my account, I talked to him and explained that I had deposited my savings, which was 677 reais, at the 888 casino in order to be able to make a extra balance. He simply deactivated my account and I don't know what will happen to my balance. I want information on what they are going to do about why I haven't done anything illegal and they treat me this way. Please help me to resolve this situation.
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1 year ago
Dear Italo2019,
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.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?
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,
Petronela
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1 year ago
Translation
Thank you very much . I understand that part of the check. On the 8th my identity had been verified, but I deposited my balance on the 13th after that I needed verification of another document, I sent my driver's license and it was denied. I got in touch with the chat and explained that I wanted to withdraw my balance, I explained the situation and he blocked my account for "responsible gambling". After that, I got in touch here with the complaint, which already made it a little easier, as it sent an email from the safe box because the 888 casino had left me without knowing where I went wrong. I entered the safe box there is my only "access" to my account, I submitted the utility bill which was approved. Right away in the safe box there were 3 options ( passport , ID , driver 's license ) so I thought I had to resend another document , after that they keep asking me to wait 3 days to verify it again , and I just needed the release of the account because the document had already been verified. I sent it yesterday and I'm waiting. My real problem is communication to explain the situation, why blocking the account without reason is something to really worry about. But I believe that my problem will be solved , as soon as it is solved I will let you know here .
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1 year ago
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Today unfortunately they didn't solve my problem, documents that are accepted and I can't withdraw my balance. always the same answer that the department will contact me, it is really very frustrating the treatment of casino 888. There is no transparency with customers.
I'll wait a few more days to see their positioning. If it still doesn't solve my problem, I'll post everything that's happening on every possible complaint site. Because people don't deserve to go through a situation as negative as this one.
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1 year ago
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There was progress regarding my withdrawal, due to my account being closed my only way to withdraw is via transfer. I sent an email explaining the reason and they checked my case, asked for my details for a bank transfer. I sent the data and will wait in the next few days to see if I can make the withdrawal. I will always be updating here, until the problem is solved.
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1 year ago
Thank you very much, Italo2019, for all the updates. I will be waiting for your confirmation regarding successful withdrawal patiently
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1 year ago
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Petronela , negotiations with the 888 casino continue , I sent my bank details and they asked me for 72 hours , then another 72 hours . I'm being patient and I'm waiting for it to be resolved in the friendliest way possible, I would like you to leave this complaint open until the balance I have at 888 casino is deposited into my account, also because their payment methods are very time consuming and I don't know if they will make the payment or if they will prevent my withdrawal. Thank you for helping me , I will always be updating you with the information I receive .
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1 year ago
We understand that you are awaiting confirmation of your withdrawal from the casino. We hope that the process will be completed promptly, and that you receive your funds without any delays.
If you encounter any issues or delays with your withdrawal, we recommend that you keep the casino informed and provide any necessary documentation to support your claim. In most cases, casinos will do their best to address and resolve any issues with withdrawals as quickly as possible.
Thank you for your patience and understanding in this matter. We wish you the best of luck with your withdrawal and hope that any issues are resolved to your satisfaction. Please keep us informed about any further developments.
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1 year ago
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Good morning, I will update you again. The casino sent me an email saying that my balance will be deposited in my approved bank account, I'm just waiting for the receipt to finalize this case. The casino asked me for 11 days including the weekends, but in many cases I've seen here you ask for 14 days, I'll wait for this period.
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1 year ago
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Petronela, I'm going to need your help. This 888 casino is the biggest scam ever, they don't just find every excuse in the world not to pay their customers. I've been cooperating for days sending data, emails and everything they ask me for, when I think everything is right, here they come asking me for data again. On 04/30/2023, after many days of waiting, they sent me an email confirming the withdrawal. I'll leave the image below, which even an attendant told me to wait for the 11 days. quiet was waiting.
But this morning they send me another email, asking again for data to make the withdrawal, I'll leave the image below:
This is without a doubt the worst casino in the world, I don't know why such a good rating here on the site. They simply make fun of us, they take 3 days to answer an email, they don't meet the deadline they ask for, attendants who give different information all the time, close the customer's account, one thing they are only good when people do the deposit . But when it comes to withdrawing your winnings it is a complete scam. I asked to be paid on the pix if the bank account is not possible, nor do I have that option. I ask you to please help me withdraw my winnings, I have a lot of evidence against this dirty casino house.
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1 year ago
Thank you very much, Italo2019, for the update. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.
If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Please keep me informed about any further developments.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Italo2019, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
