888 Casino - Player’s struggling to complete account verification.

I have deposited $200 into the account 10 days ago (1 September), play a bit, won $165 and then got locked out. The operation asked me to verify the documents which I have sent them on the same day. On the 3rd September, I got another rejection from the operation whom asked me for documents again, which I uploaded. Then on the 6th September, the operation request the same documents. On the 9th September 2022, they have asked me the same credit card with some info black out as before. The call centre just only say sorry but they have told me that I need to be verified in order to use their platform or make any withdrawals. I think they are deliberately trying my patience so I will eventually give up and then simply give the money to them.

Dear pvajarodaya,

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?

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

Nope. Just keeping asking for the same document over and over again.

Thank you very much, pvajarodaya, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello pvajarodaya,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite a representative from 888 Casino to join the conversation and participate in the resolution of this complaint. Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Are there any problems with the player's documents?

Thank you.

Kind regards,

Tomas

Hello,

Upon a quick check, we noticed that our Operations team has concluded the verification process today and sent an update to the email address registered on the account.

Thank you for your patience and understanding on this one. We understand that waiting can be a big ask and we appreciate you for bearing with us.

Should there be anything else you might need help with, feel free to reach our Support Team.

Sincerely,

888Casino

Dear 888 Casino,

Thank you for the update. Sounds like we are on the right track.

I will keep this complaint open until the player's confirmation regarding successful withdrawal.

pvajarodaya, please let me know as soon as you receive the payment, or in case there is anything new.

Thank you.

Kind regards,

Tomas

I have sent a withdrawal request to Bank of Aduhaya in Thailand but still got this message. Could you please quit stalling.

Thank you for sending your details as requested.

However, the details provided does not reflect a bank account in the same country as your account registered in Thailand

Therefore we are currently unable to process this request for a wire transfer. For security reasons we are unable to send funds to a bank account that differs from the country registered.

Please submit bank details reflecting your registered country.

We thank you for your cooperation.

Kind regards,

Kim

Transactions Team.

Wire transfer received. Please consider this case resolved.

Dear pvajarodaya,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas