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

They keep asking asking for address verification, id verification and bank statements. I have provided ALL the above on numerous occasions, I have given my passport details as ID, I have given my latest bank statement (June of this year), and utility bill (my latest bill from flogas, my electricity supplier) and STILL I cannot withdraw my money and I am continuously asked for proof of address, ID verification etc etc, over and over again. Any help would be greatly appreciated.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino specified why the documents you have provided for verification so far could not be accepted?
• Has the casino provided any guidance regarding which documents would be acceptable for the verification of your account?
• What types of games did you play to accumulate the winnings you have been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

Veronika

Hi Veronika,

Thank you for your time in relation to this issue.

•No the casino has not specified why the documents I have provided for verification have not been accepted.

•They keep asking for id, so I have given them photos of my passport, they then ask for proof of address, so then I have given them up to date utility bills, then they tell me that they will notify me by email once my documents have been verified. I never received any response and I go back to square one, I try different utility bills, again all up to date and different images of my passport. I send these off and again I receive the same reply that they will notify me by email once my documents have been verified, again I never receive a response.

•Roulette.

•I have accumulated these winnings with absolutely no bonuses just my own money.

thank you again for your time in relation to this issue.

Kind Regards

Richard

Thank you for your response. Please forward me the most recent conversations between you and the casino’s customer support regarding the verification of your account at veronika.f@casino.guru.

Kindly include the documents that are still pending review as well.

Dear Richcor,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru