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Good evening,

I signed up on the 888 casino site a few days ago, and my account was immediately blocked by the casino after I registered. They requested some documents, which I promptly provided. Despite this, my account remains blocked and the casino is not cooperating with me. Their support email isn't working either. Please help me get in contact with the casino to unlock my account.

Buonasera,

mi sono registrata ormai qualche giorno fa sul sito casino 888 casino e subito dopo essermi registrata il casinò ha bloccato il mio account. Il casino mi ha richiesto dei documenti che ho prontamente inviato. Nonostante ciò il mio account è rimasto bloccato e il casinò non collabora rispondendomi (avendo anche la loro mail di supporto che non funziona). Vi prego aiutatemi a mettermi in contatto con il casino per sbloccare il mio account

Dear eliCeol, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a fundamental and essential process, during which the casino ensures 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 can 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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents in the correct format as soon as possible? 

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, 

Veronika

I have already provided everything they asked for and they told them that they have accepted all the documents, but the account has not yet been unblocked, if you want I can also show them to you

ho gia fornito tutto quello che mi hanno chiesto e hanno detto loro che hanno accettati tutti i documenti, ma ancora non è sbloccato il conto, se volete ve li posso anche far vedere

Nothing? is there anyone?

nulla? ce qualcuno?

Thank you very much, eliCeol, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi eliCeol,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 888 Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Casino.Guru

OK thank you

ok grazie

but how does it work? should the casino answer directly here? What are the problems encountered?

ma come funziona? dovrebbe rispondere direttamente qua il casino? quali sono le problematiche riscontrate?

???

Hi eliCeol,

Thanks for reaching out. We checked your account and we can see that documents were requested to verify your account. Kindly email your documents at support@888casino.com for our support team to verify your account. We're asking for your cooperation in order to resolve the concern as soon as possible.

Kind regards,

888 Team

I don't see any new requests for documents. I would ask you to please be more specific here in chat so that I can upload the requested documents to you and also upload them to casino guru as a protection since you have already asked me for the usual documents many times

a me non risulta nessuna nuova richiesta di documenti. Vi chiederei per favore di essere più specifici qui in chat in modo che proceda a caricarvi i documenti richiesti e a caricarli anche a casino guru come tutela dato che mi avete già richiesto molte volte i soliti documenti

Hello 888 Casino,

Could you please clarify which specific documents are required for the player to complete the verification process? Thank you.

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,

Member needs to send a copy of the ID of the owner of the card she used to deposit on his account. It should have the full name of the owner, date of birth and signature and it should not be expired

Regards,

888team

I've already uploaded everything to you

vi ho già caricato tutto

I proceeded to send you everything and wrote you email after email to request information on how to proceed more effectively with the unlocking. Your only response was that it is under investigation. Now that I have provided you with this document I would like to request the immediate unblocking of my account

Ho proceduto con l'inviarvi tutto e vi ho scritto mail su mail per richiedere informazioni su come procedere in modo più efficace nello sblocco. La vostra unica risposta è stata che è sotto indagine. Ora che vi ho fornito tale documento vorrei richiedere lo sblocco immediato del mio account

Hi there,

I can confirm that your documents are now being reviewed. We will send you updates via email once the review is done. Thanks for your cooperation and understanding in this matter.

Kind regards,

888 Team

May I know what stage the verification of my account is at???

Posso sapere a che punto è la verifica del mio account???

Hi eliCeol,

We sincerely apologize for any inconvenience you may have experienced. We have already initiated a follow-up regarding your concern to ensure it is addressed promptly. Your satisfaction is our priority, and we appreciate your patience and understanding as we work to resolve the issue.

Sincerely,

888 Team

I hope because in two months from now I'm not noticing any differences

spero perchè da qui a due mesi non sto notando differenze

Hi eliCeol,

We've sent another email regarding the document we need.

You may respond to our email then we'll assist you from there.

Sincerely,

888 Team

I haven't received any emails from you. I would ask you to communicate with me through casino gurus and not through time-wasting games. What document do you need?

non ho ricevuto nessuna vostra email. vi pregherei di comunicare con me tramite casino guru e non tramite dei giochetti per far perdere tempo. Di quale documento avete bisogno?

Hi eliCeol,

We do apologize as we also got a limited access regarding the checks that's being done on your account. We suggest to communicate with our relevant team for further information. Don't worry we'll make sure to let our relevant team to send another email.

Regards,

888team

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear eliCeol,

• Did you receive an email from the casino outlining the necessary documents?
• Have you already submitted all the requested documents?

Thank you.

• No I have not received any emails from the casino with requests
• Yes, I have uploaded all the documents they have asked me for so far

• No non ho ricevuto nessuna mail dal casino con richieste
• Si ho caricato tutti i documenti che mi hanno chiesto fino ad ora

Hi eliCeol,

We've sent an email last February 22, 2024.

Can you check your spam folder and let us know if you haven't received anything please?

Sincerely,

888 Team

no there is nothing

no non c'è nulla

Dear 888 Casino Team,

Could you please share the email that you sent to the player here as well? It seems they have not received your emails. This would be greatly appreciated and would also expedite the process of verifying the player's account.

Thank you very much in advance.

Hi eliCeol,

We've sent a message last February 24.

Just to confirm, were you able to receive this one?

If not, we'll resend this again to your registered email address.

Sincerely,

888 Team

I have not received anything

non ho ricevuto nulla

Dear 888 Casino Team,

Would you kindly share the email that you sent to the player here as well? It appears that they have not received your emails. This would be greatly appreciated and would also expedite the process of verifying the player's account.

Thank you very much in advance.

Hi eliCeol,

We've sent another email last February 28, 2024 regarding your account.

Please ensure to check your spam/junk folder for any missing emails. Additionally, try logging out and then logging in again to see if the email appears.

We'll resend this again if confirmed that it's indeed missing.

Thank you so much for your patience and understanding regarding this matter.

Sincerely,

888 Team

are you kidding me? I'm telling you that I have nothing in spam or junk or anywhere else

ma mi prende in giro? Le sto dicendo che non ho nulla nè nello spam nè negli indesiderati nè da nessun altra parte

can you send it here?

la può inviare qui?

Hi,

No worries we'll ask our support team to resend the email right away, thank you.

Regards,

888team

still nothing

ancora nulla

Hi eliCeol,

I glad to inform you that your account with us has been reactivated. Kindly refrain from using a third party payment method to avoid your account being restricted. We thank you for your cooperation and understanding in this matter.

Kind regards,

888 Team

Thank you, both parties, for your replies and cooperation.

Dear eliCeol,

Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear eliCeol,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.