The player from Brazil experienced difficulties with document verification at 888 Casino, which prevented him from withdrawing his money. Despite submitting various personal documents, the casino continued to request verification of his residential address. After extensive communication and multiple document submissions, the player's address was finally verified. He received his withdrawal of R$50.00, though he had to play through his winnings due to the delay. The issue was marked as resolved by us.
888 Casino - Player’s withdrawal has been delayed due to verification issues.
Amount: 50 R$
888 Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
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Hello, how are you?
Look, I really didn't want it to come to this, having to seek help to resolve a simple issue with my document verification at 888 Casino.
It's been over 5 days since I've been sending various personal documents like my ID, Driver's License, Proof of Residence, Bank Statement, Proof of my first deposit at the casino, and even my business registration certificate to see if they would verify my residential address.
They seem unwilling to accept my personal broadband Internet bills or my TV subscription bill, all in my name with my address clearly stated.
I don't know what else to do to get them to verify my account so that I can withdraw my money.
It’s funny because I was able to successfully make my initial deposit via Pix without any issues, but every time I try to withdraw my money, a message appears saying that I need to send documents to verify my address, and this is really bothering me since I don’t have any other forms or documents I can use to prove it.
I'm attaching all the documents I've already sent to 888 Casino, but they always email me after about 12 hours, saying they still need to confirm my residence.
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4 months ago
Dear EduOliveira,
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 and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your home address seems to be the problem here?
- Has the casino approved the rest of your documents?
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
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4 months ago
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Hello Cristina, how are you?
Firstly, I want to thank Casino Guru, and you, for responding to my complaint, and possibly being able to help me with this.
So, in terms of the aforementioned documents that 888 Casino does not want to accept, it is simply something related to my proof of residence, as I do not understand why they have not yet released me to be able to withdraw from my casino account.
I have already sent several documents, argued in writing about them, as I can prove my residence address through, Slips for depositing money into an account in my name, Broadband Internet Invoice, and TV Subscription Invoice.
Both means that I have to prove my place of residence have always been valid and accepted by any Casino or Company, regardless of their industry.
They send me an email saying that I need to send a receipt that is in my name but is for a Water, Energy, Telephone bill or a Bank Statement that provides all my details, such as Name, CPF, and Address.
This way, I can never prove my home address to them, firstly because I don't have the type of account that they ask for in my name, secondly, on the bank's bank statement, it only provides the name and CFP of the account holder.
Now how can this be, given that I have already made my first deposit at 888 Casino, simply because I already know and are aware of the casino's rules, that to make any withdrawal, we must have made at least one deposit.
And yet, I'm going through this inconvenient evil on their part.
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4 months ago
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I will attach here all the documents that I have already sent to them, those that they say they have accepted, and those that they say are not accepted or are not properly correct.
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4 months ago
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Unfortunately, every time I log into my 888 casino account, this message appears on my screen.
And the way things are going, they really don't value the customer, because of all the proofs I sent to verify my home address, they didn't accept them and rejected them all.
I am unable to withdraw even the amount of R$50.00 reais, which I deposited at the casino.
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4 months ago
Thank you very much for your reply, EduOliveira. 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.
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4 months ago
Translation
Hello everything is fine?
I contacted you via the email you provided above, I sent a message, talking about my still problem with 888 casino.
I attached several documents that I sent so they could accept and verify my home address.
However, everything I send to them seems to be in vain, as they simply take a long time to get back to me about it, and when they do return via email, they claim that it was not possible to verify my address, as they require it to be a public service bill, such as water, electricity, telephone, or bank statement that shows my name, CPF and full address.
I even sent a consolidated loan contract that I have in my name through Nubank, a deposit slip with all the data, it provides all of this, but they still don't want to accept it.
So I don't have anything else to do about it.
I have already changed the phone number registered on my account, as I was unable to verify the number I had registered before, but I verified the new number.
I log in to 888 casino daily, I even play some games, and I already have almost R$200 in balance and I can't make the withdrawal.
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4 months ago
Thank you very much, EduOliveira, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 months ago
Dear EduOliveira,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 888 Casino representative to join this conversation.
Dear 888 Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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4 months ago
Translation
Well, I complained to 888 Casino, because I was already getting sick with so much anger that they made me go through this rubbish document verification that never worked, which for me was humiliating.
and little experience they put me through.
I've never been so stressed out, because of documents that were all legal and in perfect handwriting recognition.
They were all legible and original, but they dragged me around and bothered me so much that I ended up logging into my 888 Casino account and playing the damn money that was in the balance of my casino account in the amount of R$143.00 reais. , but I had made a deposit of R$50.00, so I ended up with R$143.00.
So, as I was so angry due to their lack of consideration, I decided to play more using this balance, and I ended up withdrawing even more, I reached R$240, R$250, and I waited for them to give me a positive response about the verification. of my documents, mainly my proof of residential address.
But everything I sent, they refused, and it was such a huge tension for me, I was very nervous about it, I was very angry and felt embarrassed about this situation.
So much so, that I thought they would never accept any document I sent to prove my home address, no matter how much I questioned or said anything, nothing would be different from what was happening a few days ago.
So out of so much anger and hatred that made me feel and go through, I decided to log in to the casino, and play all the money I had won, I played until I lost almost all the money, and when I already had only R$50.00 reais in balance, I decided to stop, as this was the amount of my deposit at 888 Casino.
When suddenly, after about 8 hours that I had already used almost all the money I had won in the 888 Casino games, they sent me an email, saying that my home address had been successfully confirmed and verified, and that I could have all the benefits of 888 casino unlocked, even to make my future withdrawals.
Imagine how I felt and how I felt about that!
So I decided to make a request to withdraw my R$50.00 reais that I still had in my casino account, and this request was made on the 15th of June at around 11:40 pm, via Pix, in the same way as my deposit, and until June 17th at 10pm at night, I still hadn't received the money, I spoke to 888 casino support asking why it took so long to transfer my withdrawal request, they claimed that I made the withdrawal request on weekend, and that does not count as a business day for receipt and that sometimes it would take up to 3 to 5 days for me to receive the amount in my account.
At this moment, I held myself back from exploding, because I didn't want to stress about this crap anymore for anything or for anything.
Whenever I logged in to see the status of the withdrawal request, it was pending, and every time a message appeared on the screen saying that I could refund the money to my casino account.
So, I did it, and until then I'm waiting a bit so that I can calm myself and my heart, relax my mind and my soul well, so that I can have a lot of patience and make the best decision about it.
I hope you understand me, and don't think I'm a person without high control, but I can't tolerate what 888 casino did to me, and all because of the damn money I withdrew from the casino, because that's it for me, because it's missing of documentation on my part to verify all my data, which was not the case.
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
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I come here to say that Fortunately, after so many withdrawal attempts and several attempts to verify my home address through 888 casino, it was completed.
They verified my home address, even after so much delay and several documents I sent.
At great expense, they will also carry out the transfer of R$50.00 that I requested.
Furthermore, I have nothing else to complain about, I'm just sorry I went through this with 888 casino, as there was no need for it at all.
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4 months ago
Dear EduOliveira,
I'm glad your verification process went through.
Please notify me, when you receive the withdrawal.
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4 months ago
Translation
Hello everything is fine?
Well, thank God everything went well, I already received the R$50.00 reais that I made with the withdrawal request.
Thanks a lot for the help.
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4 months ago
Dear EduOliveira,
Could you please confirm, if you have received the full amount of 143R ?
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4 months ago
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No, I did not receive the amount of 143 reais, because, as they did not accept any document that I sent to verify my address, I decided to play almost all of the 143 reais I had, which in reality reached a balance of 243 reais .
However, I played the entire amount I had already won at the casino, and only left the amount of 50 reais that I had made a deposit at the casino.
Therefore, I believe that is why they verified my address by accepting the documents that I had already sent to them many days ago.
So you decide to withdraw only the 50 reais, which took almost 5 days for me to receive in my account.
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4 months ago
Dear EduOliveira,
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,
Mirka
Casino.Guru
