888 Casino IT - Il processo KYC del giocatore sta ritardando il ritiro.

The casino is rejecting my document as proof of residence without giving any explanation or instructing me on what needs to be corrected to avoid having my KYC process delayed, which is preventing me from withdrawing my winnings.

The last interaction I had with the 888 operators, they told me they couldn't read pdf documents and wanted me to print it out. I’m left questioning why I should be the one to do their job when they can't open a pdf file. I'm confused and shocked by this website's way of handling my situation, and after doing some online research, I've found that I'm not the only one. Everyone else who has won also encountered problems. I'm baffled as to why this casino still holds such a high ranking on Casino Guru.

Thank you for your assistance

il casino rifiuta il mio documento come prova di residenza senza spiegazioni e senza dirmi cosa devo correggere per evitare di farmi superare il processo di KWY in modo che io non possa prelevare le mie vincite.

L'ultimo contatto con gli operatori 888 mi è stato detto che non possono leggere i documenti in pdf, e vogliono che glielo stampo , mi chiedo perche io debba fare il loro lavoro quando non sono capaci di aprire un file pdf.. sono confuso e stupito dal comportamento di questo sito nei miei confronti e leggendo online non sono l'unico anzi tutti quelli che hanno vinto hanno avuto problemi infatti non mi capacito del ranking cosi alto qua su casino guru

Grazie per il vostro aiuto

Dear alex5555,

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 can 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. 

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

Do I understand correctly that the only identity document that has not yet been approved by the casino is your proof of residence?

We recommend the players cooperate with the casino and provide all the documents in the requested format. Would it be possible for you to print out your PDF document so that the casino would be able to read it?

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

they approved my identity document then they asked me for a bill and I sent them the vodafone one, I went to chat the first operator said it wasn't right and that I had to send another document I closed and reopened the chat the second operator told me instead he said that being in pdf format (very common format and without any kind of reading problem) he wanted me to print it and send it to him

hence disorganization and endless freewheeling excuses

mi hanno approvato il documento di identita successivamente mi hanno chiesto una bolletta e gli ho inviato quella vodafone, sono andato in chat il primo operatore ha detto che non andava bene e che dovevo inviare un altro docuemnto ho chiuso e riaperto al chat il secondo operatore mi ha detto invece che essendo in formatoi pdf (formato comunissimo e senza nessun tipo di problema di lettura) voleva che la stampassi e gliela inviassi

quindi disorganizzazione e scuse a ruota libera senza fine

I continue to send documents to the casino which replies that it does not receive them because the mailbox is clogged ... and they forward it to me as if it were my problem

I do not know what to say

continuo ad inviare documenti al casino il quale risponde che non li riceve perche la casella di posta è intasata... e me lo rigirano come se fosse un problema mio

non so che dire

Thank you very much, alex5555, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi alex5555,

I've just reviewed your case and am sorry to hear about your struggles with the verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 888 Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's documents were not accepted and when the player can await for you to check the recently sent documents?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

thank you natalia and veronica

grazie natalia e veronica

Hello alex5555,

Thank you for bringing this matter to our attention.

We would appreciate you contacting our customer service team to have this issue investigated further, by clicking the following link and providing your full details:

http://888-external-it.custhelp.com/

888Casino.it

Thank you for the reply, 888 Casino Casino IT.

Dear alex5555, have you already tried to get in touch with the casino via the provided link? Have you received any further updates?

with that link he sends me in chat to an operator who tells me the usual things, every now and then they say they don't receive the documents and without explanation they tell me to resend them every now and then they say that the mailbox is clogged,

then I sent them the vodafone bill but they didn't answer me even though an operator had said they had received it, in practice there is a total lack of collaboration and various confusions for which I am wasting time and I am not receiving my winnings

Consequently I ask why the documents already sent are not good, and then I ask what the casino needs to be able to pay me because it seems that they don't know either

con quel link mi manda in chat da un operatore che mi dice le solite cose , ogni tanto dicono che non ricevono i documenti e senza spiegazioni mi dicono di reinviarli ogni tanto invece dicono che la casella di posta è intasata,

poi gli ho inviato la bolletta vodafone ma non mi hanno risposto anche se un operatore aveva detto che la avevano ricevuta, in pratica ce una totale mancanza di collaborazione e confusioni varie per le quali sto perdendo tempo e non sto ricevendo la mia vincita

Di conseguenza chiedo come mai i documenti gia inviati non vanno bene, e successivamente chiedo cosa serve al casino per potermi pagare perchè sembra che neanche loro lo sappiano

Dear 888 Casino Casino IT, as you can see the player hasn't received any new information from the support. We'd like to ask you to provide an explanation here. Could you please specify, if all the documents were received by your team for verification or if something's been missing?

Hi there alex5555,

I can see that your documents was rejected and was not verified. We have sent you an email to provide a different type of document. Kindly send it through our chat support here in this link: http://888-external-it.custhelp.com/

We need your cooperation in this matter in order for us to resolve your issue.

Thanks for understanding.

Sincerely,

888 Team

hello why is my vodafone bill not good as proof of residence? What else do you need to be able to verify my address? can I provide you with the ownership document of my iban? I can request it from the bank and it contains my iban, my name and my home address

ciao come mai non va bene la mia bolletta vodafone come prova di residenza? cosa vi serve di altro per poter verificare il mio indirizzo? posso fornirvi il documento di titolarità del mio iban? lo posso richiedere alla banca e contiene il mio iban il mio nome e il mio indirizzo di casa

Hello there Alex5555,

Thanks for reaching out. The format of your document could be an issue. Please contact us again so we can clarify what else is needed. Our Support Team is available at any time at http://888-external-it.custhelp.com/ and they might have already sent you an e-mail if you have reached out to them, so make sure to check both your inbox and junk folders & remember you always have Live contact Channels available in the 'Cashier' Tab. Best of luck!

Sincerely,

888 Team

I just sent my bank document is here:

natalia.b@casino.guru

which uploaded to the 888 site

let me know if this document is ok

ho appena inviato il mio documento bancario sia qua:

natalia.b@casino.guru

che caricato sul sito 888

fatemi sapere s questo documento va bene

Hi,

Once our documents team received and checked your document. We'll make sure to send you an update via email.

Regards,

888team

hello thanks 888

casino guru I am sending you the document from another email because it tells me that you have not received it

I resent it from here d****@gmail.com

ciao grazie 888

casino guru vi reinvio il documento da un altra email perche mi dice che non l'avete ricevuta

ve l'ho reinviata da qua d****@gmail.com

Dear alex5555, thank you for the email, I received your file. Please, let me know when the casino replies back after the evaluation of this document.

I hope it will meet the criteria, which I believe were communicated to you in a private email from the casino.

Hi there alex5555,

Kindly allow 72 hrs. for our email support to respond as that's the standard time frame for email processes.

Kind regards,

let me know then I would like to withdraw all my funds to my iban which you should already be able to see in the document I sent you

fatemi sapere poi vorrei prelevare tutti i miei fondi sul mio iban che gia dovreste poter vedere nel documento che vi ho inviato

Hi,

Please wait for the email from our support team, once you received it you may reply to it for any further assistance regarding withdrawal.

Regards,

888team

how long will it still take?

quanto tempo ci vorrà ancora?

Hi alex555,

We've requested an update to be sent to you by our relevant team in the soonest possible time. Please allow them a bit more time and we promise once the checks are done you'll receive an email. We appreciate your patience and understanding.

Regards,

888team

is there any news? the 72 hours you mentioned ended 4 days ago...

I would kindly like to proceed with the withdrawal by card as soon as you approve it, thank you

ci sono novità? le 72 ore di cui avete parlato sono finite 4 giorni fa...

vorrei gentilmente procedere con il prelievo tramite carta appena me la approvate grazie

Hi,

We do apologize as there's still no update from our relevant team. But don't worry we'll chase this with them. We appreciate your patience and we'll do our best to send you an update asap.

Regards,

888team

are there any news? sorry, I uploaded the document you asked for the first time more than two weeks ago and you told me about 72 hours....

ci sono novità ? scusate io il documento che mi avete chiesto l'ho caricato la prima volta piu di due settimane fa e mi avete parlato di 72 ore....

Hi there,

We're still waiting for updates from our relevant team. No worries, we'll make a follow up on your concern.

We'll reach out to you via email as well. Thanks for understanding.

Kind regards,

888 Team

Dear 888 Casino IT, I'll set the timer for another 7 days, I hope this timeframe will be enough to finish all the necessary checks, considering it's already been a week instead of 72 hours.

cit 72 hours maximum promised, it's Christmas here soon, you can see your reliability, congratulations

cit 72 ore massime promesso, qua tra poco è natale, si vede la vostra affidabilità complimenti

updates from your team? you have to look at a document from a vodafone bill sent almost a month ago.... you answered me in chat that you can't open it some times other times it's not good, what planet do you live on? what customer service is this?

aggiornamenti dal vostro team? dovete guardare una fodo di una bolletta vodafone inviata quasi un mese fa.... mi avete risposto in chat che non riuscite ad aprirla alcune volte altre volte che non va bene, su che pianeta vivete ? che assistenza al cliente è questa?

Hi there,

Upon checking the recent update, I can see that your ID was already verified. What we only need from you is a proof of address or utility bill showing your name and address. Kindly send it through support@888casino.it

Thanks for understanding.

Kind regards,

888 Team

Dear 888 Casino IT, we've been trying to find out what documents are accepted as proof of address for a month. The player claimed to provide you with a Vodafone bill, which you didn't accept, then they provided you with the statement from the bank where the address is written, but it wasn't accepted either. Can you finally specify what exactly is required and accepted as proof of address since it's not really specified on your website here https://www.888casino.it/come-ricaricare/conferma-identita/?

Do you accept standard electricity/water/gas bills? Or there're any more options?

..... I honestly don't know what to answer after sending the document they're asking me for more than a month, this is all a joke they play dumb not to pay come on let's not joke

..... non so onestamente cosa rispondere dopo aver inviato per piu di un mese il docuemnto che mi stanno chiedendo ora, questo è tutto un giochetto loro che fanno i finti scemi per non pagare dai non scherziamo

I received an email from the casino saying they can't find the document, I sent it back to them but if they keep playing dumb how can I fix the situation? how does the admin report work? for now I want to proceed with the complaint but in the meantime I'm starting to get better information

it is absurd, however, that a casino that treats customers in this way has a high ranking score here in the forums.....

ho ricevuto un email dal casino dove diceva che non trovano il documento, io glielo reinviato ma se continuano a fare i finti tonti come posso risolvere la situazione? come funziona la segnalazione adm? per ora voglio procedere col reclamo ma intanto inizio ad informarmi bene

è assurdo però che un casino che tratta in questo modo i clienti abbia un punteggio alto di ranking qua nei forum.....

if in doubt, I'll put it here as well so they really can't say they didn't receive it, or if you can, send it to them casino guru

Thanks for your help and time and have a nice day

nel dubbio lo metto pure qua cosi proprio non possono dire di non averlo ricevuto, oppure se potete inviateglielo voi casino guru

grazie del aiuto e del vostro tempo e buona giornata

Hi there,

We're very sorry for the confusion. It seems like the email is incorrect. Kindly send your document to supporto@888.it as this is the correct and active email. Thanks for understanding.

Kind regards,

888 Team

I've already sent it there every time and I've also just reloaded it from the site

l'ho gia inviata li tutte le volte e l'ho anche appena ricaricato dal sito

Hi,

I can see that this is the incorrect email provided before: support@888casino.it

The correct and active email for support is: supporto@888.it

Kindly send your documents there for our support team to check and validate.

Kind regards,

888 Team

but if you replied via email and also via chat that you were processing the document almost a month ago, can you explain to me why now you say the email was wrong and you didn't receive it? I also uploaded it from your site several times...

ma se mi avete risposto via email e anche via chat che stavate elaborando il documento quasi un mese fa, mi spiegate perchè ora dite che l'email era sbagliata e non lo avete ricevuto? l'ho pure caricato dal vostro sito diverse volte...

Hi there,

Upon checking your account, I can see that your email address on your account is different form the one you have provided. This is the reason why we're not receiving your emails. I highly suggest that you verify your email address on your account. Thanks for understanding.

Kind regards,

888.it

but if you told me via chat that you received it, and then I also uploaded it directly to your site several times

I even put it here in this complaint 4 days ago! stop pretending not to receive my documents please!

ma se mi avete detto tramite chat che l'avete ricevuta, e poi ve l'ho pure caricata direttamente sul vostro sito diverse volte

l'ho pure messo qua in questo reclamo 4 giorni fa ! smettetela di far finta di non ricevere i miei documenti vi prego !

Hi,

Please know that live chat has a different tools from us. Are you able to provide the reference number you had on live chat so we can check the conversation? As we can only see the details and emails you had on your account under the username: A***

Kind regards,

okey it's fine, can I send you the document via email from my email address ( a***@libero.it) ?

I can also attach the document or something like that since it's a new email

let me know so I can send you this document again and we're set

okey va bene, posso reinviarvi il documento via email da questa mia email ( a***@libero.it) ?

posso anche allegarvi il documento o cose del genere essendo una nuova email

fatemi sapere cosi vi reinvio sto documento e siamo apposto

Hi Alex5555,

Yes you may send the documents using your new email address just indicate on the email the explanation and provide your login details so they can locate and verify the account before they can check the documents.

Dear Alex555, please let us know when you receive any update after sending the documents to this new email address.

Dear 888 Casino, can you explain your message: "I can see that your email address on your account is different form the one you have provided." Did you mean that the player's email address wasn't verified back then? Or that they have been sending you documents from some other email address?

new email sent to the casino, here is the screen

you have my document which I have attached to you and you never know then you have proof of ownership of my iban and you have all my personal data in the email, tax code etc.

I await this kwc verification and the unblocking of withdrawals via iban thanks

nuova email inviata al casino, ecco lo screen

avete il mio documento che vi ho riallegato e non si sa mai poi avete la prova di titolarità del mio iban e avete nel email tutti i miei dati personali codice fiscale etc

attendo questa verifica kwc e lo sblocco dei prelievi tramite iban grazie

Hi CasinoGuru,

Yes, the email address on the account is different and has not been verified by the member.

888 Team

have you seen and accepted this document??

avete visto e accettato questo documento??

A month ago I made the request to change my email from the new email from which I am sending the documents as they told me via chat but they didn't even change the email now I see, and in any case I also uploaded these documents from the site so the mess he's pretending not to receive them....

my first request to change my email with all the documentation and written request occurred more than a month ago, why didn't 888 change my email? why don't you respond regarding the documentation uploaded to the site instead?

ho fatto un mese fa la richiesta di cambio email dalla nuova email da cui sto inviando i documenti come loro mi hanno detto via chat ma neanche l'email mi hanno cambiato ora vedo , e comunque questi documenti li ho caricatoi anche dal sito quindi il casino sta facendo finta di non riceverli....

la mia prima richiesta di cambio email con tutta la documentazione e richiesta scritta è avvenuta piu di un mese fa, come mai 888 non mi hai cambiato l'email ? come mai non rispondi riguardo alla documentazione caricata invece sul sito?

Hi Alex,

I have forwarded your concern to our relevant team. A member of our support team will reach out to you on your email address a***@libero.it and assist you with verification. I already updated the email address on your account to a***@libero.it.

Kind regards,

888 Team

perfect thanks for updating the email I requested almost two months ago, can you now see and approve the document? I just sent it back to you, thanks

perfetto grazie per aver aggiornato l'email di cui avevo fatto richiesta du mesi fa quasi, ora potete vedere e approvare il documento ? ve l'ho appena reinviato grazie

Hi Alex,

I can confirm that we have now received your document. This will be forwarded for checking and our relevant team will reach out to you once the checks are done. Thanks for your patience and understanding in this matter.

Kind regards,

888 Team

Thank you for the explanation, alex5555. I'm glad that we managed to solve at least this problem here.

I'll set the timer for you for 7 days, please keep us informed if you receive any news from the casino after they finally will be able to review your documents.

Dear alex5555,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.