888 Casino IT - Il ritiro del giocatore è stato ritardato a causa di verifiche eccessive.

They ask me for 1000 verifications and I sent them all: bank statement, Italian IBAN, photo of documents and every time I get a new one now even the verification of an American card that I had and that I lost they are asking me to send a certificate of the lost card

Mi chiedono 1000 verifiche e le ho mandate tutte estratto conto, iban italiano, foto documenti ed ogni volta che ne una nuova adesso persino la verifica di una carta americana che avevo e che ho perso mi stanno chiedendo di mandare un attestato della carta persa

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please note that the casino is required to verify all payment methods used for deposits to ensure that the account holder is the rightful owner of those methods.

To help us clarify the situation, could you please provide the following information:

• How many deposits did you make using your American card that has since been lost?
• When exactly did you make the most recent deposit with this card?
• Was this card ever successfully verified at this casino?
• Do you have any official confirmation from your bank (for example, a statement or letter) proving that this card belonged to you in the past but is no longer active?

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 Veronica, thanks for replying. I only tried to top up that card with €100 because I didn't have any money in my other account, but it didn't go through because I think the casino only accepts euro-denominated payments... so they're asking me about something from almost four months ago, and I haven't even loaded €1. I said I lost that card, and now they want me to call Bank of America and get a piece of paper that says it's actually been closed. What's really absurd? Unfortunately, I don't even have a photo of that card. What can I do?

Salve Veronica grazie per avermi risposto, io quella carta avevo provato a fare solo una ricarica da 100€ perché non avevo soldi sull’altro conto ma non è andata a buon fine perché penso il casinò accetta solo banche in euro… quindi mi stanno chiedendo una cosa di quasi 4 mesi fa che non ho manco caricato 1 euro. Ho detto che quella carta l’ho persa e adesso vogliono che io chiamo a bank of America e mi faccio dare un foglio dove dice che veramente è stata chiusa🤣 c’è veramente cos’è assurde, io purtroppo non ho neanche una foto di quella carta cosa posso fare?

Hello Gabbo2115,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience and for providing further explanation.

Please note that the casino is required to verify ownership of all payment methods registered in your account. Could you provide any proof that you are the legitimate owner of the lost card?

Would it be possible to obtain an official document from Bank of America confirming that the card belonged to you? This will help us assess the situation accurately and move forward with your case.

Thank you in advance for your reply.

Dear Gabbo2115,

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, I apologize for the delay... yes, I have already written to the bank, I am waiting for this document because in America it is not normal to ask for this document and they are doing everything to try to help me.

Salve mi scuso per il ritardo … sì ho già scritto alla banca sto aspettando questo documento perché in America non è normale chiedere questo documento e stanno facendo di tutto per provare ad aiutarmi

Thank you for letting me know. Have you received the document from the bank in the meantime?

Dear Gabbo2115,

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 Veronica, today I spoke with the 100th operator named Roberto and he had the decency to help me and finally I was approved😍😍😍 Thanks for everything

salve Veronica oggi ho parlato con il 100simo operatore di nome Roberto e lui ha avuto la decenza di aiutarmi e finalmente mi e Stato approvato😍😍😍 Grazie di tutto

Thank you for the information. Have you received your winnings yet? Please let me know if there's anything else we can help with or if this complaint can be closed as resolved.

Dear Gabbo2115,

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