888 Casino IT - Hráč se snaží dokončit proces KYC.

Hello, for months I've been struggling with the KYC process at 888 that was imposed on me (even though the account had already been verified) in order to withdraw my balance. I have been asked for various documents and photos, including my ID card, front and back photos of the card used to deposit into the gaming account, utility bills, home banking screenshots, card transaction lists, bank statements, etc. On my own initiative, to facilitate the verification process, I also sent documentation from the card issuer verifying the ownership of the IBAN associated with the card, average balance, and annual statement. Despite attaching all the requested documents (they essentially wanted to see personal details, card number, IBAN, and account information on the bank documents), I keep receiving emails from 888 repeatedly asking for the same things. I am exhausted by this kind of behavior and tired of feeling mocked and unprotected.

Salve, sono mesi che sto sbattendo la testa con il kyc di 888 che mi è stato imposto (nonostante il conto fosse già stato verificato) per poter procedere al prelievo del mio saldo. Mi sono stati chiesti svariati documenti e foto, tra cui carta di identità, foto fronte e retro della carta utilizzata per depositare sul conto gioco, bollette delle utenze, screen dell'home banking, lista movimenti carta, estratto conto ecc ecc aggiungendo poi che ho provveduto, di mia spontanea volontà per agevolare le verifiche, anche a mandare documentazione emessa dall'ente di rilascio della carta, che certificava la titolarità dell'iban associato alla carta, giacenza media ed estratto conto annuale. Nonostante io abbia allegato tutti i documenti richiesti (essenzialmente volevano vedere sui documenti bancari anagrafica, numero carta, iban ed estremi del conto) continuo a ricevere da parte di 888 mail in cui mi richiedono a rotazione sempre le stesse cose. Sono estenuata da questo tipo di atteggiamento e sono stanca di sentirmi presa in giro e non tutelata.

Dear Rbecc4,

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 are able to 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.

• Were the documents you sent to the casino in the correct format and sufficient quality?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Thomas, thank you very much for the immediate response. The documents I sent were PDFs downloaded directly from the card app, so they met all the required criteria. I am absolutely aware of the importance of KYC but it seemed to me as if they wanted to hide behind this procedure in order not to pay me the balance (also because I asked several times for explanations via live chat as to why I was repeatedly asked for other documents and always in rotation myself but I received vague and never helpful answers). Unfortunately what 888 requires is to upload the files directly onto their platform (so I don't have a history of written conversations via email), so what I can do is take a screenshot of the emails received and the same documents that I sent them time after time . If you confirm that I can safely send you these documents I will proceed immediately

Ciao Thomas, grazie mille per la risposta immediata. I documenti che ho inviato erano pdf scaricati direttamente dall'app della carta, quindi rispettavano tutti i criteri richiesti. Sono assolutamente consapevole dell'importanza del KYC ma mi è sembrato tanto come se ci si volesse nascondere dietro questa procedura per non erogarmi il saldo (anche perchè più volte ho chiesto spiegazioni tramite live chat sul perchè mi venissero ripetutamente chiesti altri documenti e a rotazione sempre gli stessi ma ricevevo risposte vaghe e mai di aiuto). Purtroppo quello che richiede 888 è di caricare direttamente sulla loro piattaforma i file (quindi non ho uno storico di conversazione scritta tramite mail), quindi quello che posso fare è farvi uno screenshot delle mail ricevute e gli stessi documenti che ho inviato loro volta per volta. Se mi confermi che posso inviarti in sicurezza questi documenti procedo immediatamente

Dear Rbecc4,

Sometimes the documents are requested repeatedly due to insufficient quality or a format of the document that isn't accepted.

You wrote:

 I keep receiving emails from 888 repeatedly asking for the same things. 

These emails will help us better understand the situation. I encourage you to send the requested information to my email at tomas@casino.guru

I repeat, the quality of the documents is high, I forward everything to you by email so you can check it too

Ripeto, la qualità dei documenti è alta, ti inoltro tutto su email così puoi controllare anche tu

I just sent via email

-card contract

-IBAN certification documentation

-account statement

-ISEE prospectus

-movement list

- front and back photo (with the required data obscured) of the card

-photo app

ho appena inviato tramite email

-contratto della carta

-documentazione certificazione iban

-estratto conto

-prospetto isee

-lista movimenti

-foto fronte e retro (con i dati richiesti oscurati) della carta

-foto app

Thanks for your email.

Kindly send me any emails addressed to you from casino support, so we may understand what the casino is asking from you.

Hi Tomas, I attached the screenshots as a response to yesterday's email

Ciao Tomas, ti ho allegato gli screen come risposta alla mail di ieri

Thank you very much, Rbecc4, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Rbecc4,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 888 Casino IT representative to join this conversation.

Dear 888 Casino IT,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello everyone,

We deeply apologize for the delay on our response. Don't worry we already escalated this to our verification team to ask them to recheck all the previous documents that was sent by Rbecc4. We'll make sure to send an update here once we hear back from them. We appreciate your patience and understanding.

Regards,

888team

Hi everyone,

We got a confirmation from our verification team that member's account is already fully verified.

Regards,

888team

Dear Rbecc4,

Have you been able to proceed in your withdrawal process?

Hi Marika, finally the withdrawal has been processed and received. I thank you infinitely for your help, without which I think I would still be banging my head against the wall without being listened to by a customer service that has proven to be not up to par. I am truly grateful to you.

Salve Marika, finalmente il prelievo è stato processato e ricevuto. Vi ringrazio infinitamente per il vostro aiuto, senza il quale credo che starei ancora a sbattere la testa contro il muro senza essere ascoltata da un servizio clienti che si è confermato non essere all'altezza. Vi sono veramente grata.

Dear Rbecc4,

Thank you for updating us, and I'm delighted to hear that your withdrawal has been successfully processed. We sincerely apologize for any frustration you experienced during this process, and we truly appreciate your patience.

Your feedback is valuable to us, and we are always striving to improve our service. Should you have any further questions or need assistance in the future, please don’t hesitate to reach out.

Thank you once again for your kind words, and we wish you continued enjoyment with 888 Casino.

Sincerely,

888 Team

Dear Rbecc4,

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Mirka

Casino.Guru