888 Casino Ontario - Player's withdrawal request is delayed.

I won money in July. They said I needed to send them my banking information and I did then it went to needing this  The name of your bank

• Your name in the bank account

• SWIFT / BIC code of the bank

• IBAN code / Bank account number (please contact the bank for this information). I sent then it was a void cheque and I did. Resend void check wasn't visibly clear. 3 months statements did this twice. To being told everything is good I'll get the team to send your withdrawal. To getting an email stating nope we need this information

Alternative Proof of your Bank Statement Issued within the last 3 months

• The name of your bank

• Your name in the bank account

• SWIFT/BIC code of the bank

• IBAN code / Bank account number (please contact the bank

for this information). I am beyond frustrated I need help please. I'm getting dizzy being spin in circles.

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.

• When was the last time the casino refused to accept a document you submitted?
• Are your deposits in the casino listed among the transactions on the statement?
• Could you please share the communication from the casino where the verification requirements are specified?
• Could you please share the last document that the casino didn't approve? Send the information to my email at tomas@casino.guru

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 for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 888 Casino Ontario's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 888 Casino Ontario,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hi Romi,

Thank you so much for getting back to me. I have no new information. I sent everything to Tomas that I had. The casino went from saying yes your finally done and your funds should be in your account once processed asap. Then later I was told no you need to send more papers, that were the same papers I had already sent twice before. I was very frustrated, I felt like I was being dismissed and toyed with. That is when I contacted casino guru for help.

As per inviting the casino 888 representatives to join us, absolutely please do.

Thank you again Romi.

Vicky

Hi Romi

Has there been any news regarding my complaint?

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi