The player from Finland claimed a welcome bonus at 888casino and won 790 euros. However, their withdrawal request was delayed because the casino did not accept any of the four proof of address documents provided. The player could not obtain documents in English as requested by the casino. We advised the player to get an official translation of the documents. The issue was resolved after the player submitted the translated proof of address, and the winnings were successfully received.
888 Casino - Player’s withdrawal delayed due to proof of address issues.
Amount: €790
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Hello! So i claimed 888casino welcome bonus, and i won 790euros. Now im trying to verify my id and withdraw my winnings but they dont accept any of my proof of address documents. I sent them 4 different documents. Utility bill, rental agreement, document from the tax office, and i bought viral proof of address from dvv.fi. They asked document in english but its not possible to get because im from finland. I dont know what to do so i decided to contact u.
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4 months ago
Hello Gainulainen,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not or is it only the proof of address? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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4 months ago
They accepted my id document and declined all of my proof of address documents. The last time I talked to them in livechat was 26.06.2024. They said i have to send them documents in english. And its not possible to get any documents in english, because im from finland. And I'm not sure how long the process has been going on, but at least more than a month
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4 months ago
Hello Gainulainen,
In such cases, the casino requires you to get official translation of the documents which then you need to forward to them.
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3 months ago
Okay, i will buy viral proof of address from dvv.fi. I cant get any other documents in english.
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3 months ago
Hello Gainulainen,
Can you please advise if there's been any update in the case?
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3 months ago
Dear Gainulainen,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Casino.Guru
