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

No dia 30 de janeiro fiz um levantamento de 500€ na 888poker, acontece que eles me pediram os dados da conta bancária para verificar, e eu assim enviei . Mas ao que parece para eles estava sempre mal, mandei os dados mais de 10 vezes e só me dizem que tem tido muito afluência, bla bla bla… eles estão a testar a minha paciência, acho ridículo como demoram mais de duas semanas para verificar uns documentos .

Dear Jpcalmeida,

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.

Do I understand correctly that verifying your deposit payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Sim, eles não estão a querer verificar muito provavelmente porque tenho 900€ a levantar. Os documentos já foram todos enviados corretamente

Thank you very much, Jpcalmeida, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Jpcalmeida,

I've just reviewed your case and fully understand your concerns about the verification process being stuck. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply.

Dear 888 Casino PT, I'd like to invite you to join this conversation and participate in resolving this case. Can you please provide us with more information regarding the case? Are there any specific reasons for the player's documents being checked for such a long time?

I'm looking forward to hearing from you.

Best regards,

Natalia

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.

Hi Jpcalmeida, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the European Commission's online dispute resolution platform – an alternative dispute resolution service (https://ec.europa.eu/consumers/odr/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the SRIJ - Gaming Regulation and Inspection Service (https://www.srij.turismodeportugal.pt/pt/regulacao-e-inspecao-de-jogos/contactos/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia