888 Casino Ontario - Player's withdrawal is delayed due to extensive verification requests.

Casino asked for the following documents below:

I just received an update from the relevant department regarding your account & withdrawal requests.

 

They need the following in order to complete the verification:

 

proof of ownership of cards ending in 7793, 5380, 6573 and Interac (all the details have to be on your name). 

Please be sure to cover the middle eight digits of your card number and the three digit code located on the back of the card.

 Last 3 months of payslips or a bank statement showing regular income.

I provided ownership of card with screenshots for card ending in 7793 , 5380 , and 6573.

I also provided 3 months payslips.

They send another email back asking for this below : 

Unfortunately, the documents provided were not enough to complete the verification. 

 

They requested the following: 

 

Screenshots of the last 3 deposits made with Interac to fund your gaming account with us

Please make sure that all the details are visible, there is no cropping, cutting or editing. 

Also, the source of funds - meaning they need documents that are showing a regular income (salary for example) 

 

These documents can be: 

 

Three months bank statements 

 

or 

 

Three months wage slips (payslips, paystuds)

After I provided 3 screenshots of last 3 deposits made with Interact + 3 months slip. They send me an email yesterday asking for this below :

I've got an update from the relevant department and they requested the following: 

 

bank statements linked to payroll for the period from April to June 2025  <--- I got this email on July 10th,2025

Hello,

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.

• Have you provided all the required documents as soon as possible and in the correct format?
• Have you made sure to provide bank statements instead of screenshots to the casino?
• Are there any obstacles why you can't provide the documents under the specific requirements?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you guys for looking into this for me.  I was always verified in the past for many years at 888casino and withdrawing never had any issues. It was until recently where i have $19420 pending where they asked for documents once again out of no where.

List of things I have provided that have passed recently :

I provided proof of ownership for 3 DIFFERENT credit cards +

Proof of ownership for interact e-transfer (by showing bank statements + screenshots of transaction leaving my bank) ,

and even my 3 months worth of pay stubs from my employer.  <-- these above are were all accepted.

Prior to this I have already verified my identity with my passport and had no withdraw issues.

(the vip account manager is hinting they want to make sure I'm playing within my means, However this shouldn't matter on paying me out my $19420 because I provided proof of ownership for all my payments I have done (none of the transactions are fraudaulant)

The current status is them asking for my 3 months bank statement that is linked to my payroll. (sure if you think I'm not playing within my gambling limits, a least just pay me the money I won and I wont play there again.)

i submitted the 3 months bank statement linked to payroll yesterday

they are finally processing my withdrawl !

thank you everyone at casino guru !!

Thank you very much for the update.

We will keep this complaint open until you confirm your withdrawal has been successful.

Please keep me informed about any further developments.

If your payouts are getting processed and reach your bank account, you may choose to mark the complaint resolved via a dedicated button found in the complaint thread.

Looking forward to your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ChingYeung888,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas