888 Casino IT - Das Spielerkonto bleibt trotz Dokumenteneinreichung gesperrt.

Good day, my casino account has been blocked for several months now. They rightly asked for some documents which I promptly uploaded, but nothing, they disappeared. They do not respond to either emails or support tickets opened on their website. I don't know how to contact the casino anymore to proceed with the reopening of my gaming account. I am available to send any document for KYC verification but I don't know how to get in touch with the casino. Please help me because I have been waiting for months now. (PS. I have already uploaded literally every type of document so I don't think there are problems with the documents but I think the casino is just ignoring me, a behavior that I find very disrespectful from my point of view)

Buongiorno, ormai sono mesi e mesi che il casinò ha bloccato il mio account. Mi hanno chiesto giustamente l'invio di alcuni documenti che io ho prontamente caricato ma nulla, sono poi scomparsi. Non rispondono nè alle email nè ai ticket supporto aperti sul loro sito. Io non so più come contattare il casinò per far si che procedano con la riapertura del mio conto di gioco. Io sono disponibile per l'invio di qualsiasi documento per la verifica KYC ma non saprei come mettermi in contatto con il casinò. Vi prego aiutatemi perchè ormai sono mesi che aspetto. (PS. ho già caricato letteralmente ogni tipo di documento quindi non penso che ci siano probliemi nei documenti ma penso che sia proprio il casinò che mi ignora, comportamento dal mio punto di vista molto scorretto)

Hello paoloCaste,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino IT. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

they didn't accept the documents, but they tell me that they don't even receive them even though I sent them both via email and via the website and they even responded to me (via email), they haven't responded to my emails for weeks, it's impossible to communicate with us or pass a check without their collaboration

non hanno accettato i documenti, ma mi dicono che neanche li ricevono anche se glieli ho inviati sia via email e sia da sito e mi hanno pure risposto (via email) , non rispondono piu da settimane alle mie email è impossibile comunicarci o superare una verifica senza la loro collaborazione

Hello paoloCaste,

Can you please forward the e-mails you sent to the casino for document verification to nikolas.b@casino.guru?

this morning after months and months they unblocked my account, now I tried to withdraw, let's see if they accept it

sta mattina dopo mesi e mesi mi hanno sbloccato il conto, ora ho provato a prelevare , vediamo se me lo accettano

Hello paoloCaste,

Please let us know within a week if the payment arrived, until then we will be waiting for your response.

Dear paoloCaste,

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.

hi sorry but nothing yet the casino I don't understand what he wants but he doesn't pay

ciao scusate ma ancora nulla il casino non capisco cosa voglia ma non paga

Hello paoloCaste,

Can you please forward a screenshot of the pending withdrawal and the communication between you and the casino to nikolas.b@casino.guru?

I was actually cancelled, can I request a new one? communications from the casino nothing except automatic emails where they say they will reply to me in 72 hours but then they never reply

mi è stato annullato in realta, ne posso richiedere uno nuovo? comunicazioni da parte del casino nulla tranne email automatiche dove dicono che mi rispondono in 72 ore ma poi non rispondono mai

Hello paoloCaste,

You can try to request a new one and please let us know within a week if it's been processed or canceled again.

Dear paoloCaste,

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.