888 Casino IT - La cuenta del jugador enfrenta retrasos debido a problemas de verificación.

Hello, I have a problem with 888 that has been going on for several weeks and I hope you can help me. My account has been limited and I have been asked for documentation that I have always provided to the casino. In the last period the problem has arisen with the selfie and despite having taken more than adequate photos they have always been rejected and for several weeks I have been waiting for the latest uploads (also shown in chat to one of their operators who confirmed they were good) to be sent but despite the reminders I still have no news. Could you help me resolve my case?

Salve, ho un problema con 888 che va avanti da svariate settimane e spero possiate aiutarmi. Il mio conto è stato limitato e mi è stata chiesta della documentazione che ho sempre fornito al casinò. Nell'ultimo periodo si è creato il problema con il selfie e nonostante abbia fatto delle foto più che adeguate mi sono state sempre respinte e sono diverse settimane che sto attendendo che le ultime caricate (fatte vedere anche in chat ad un loro operatore che ha confermato fossero buone) vengano esitate ma nonostante i solleciti non ho ancora novità. Potreste aiutarmi a risolvere il mio caso?

Dear Portic1,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you have encountered. In order to better understand the situation and to assist you effectively, I have a few questions:

• What specific documentation have you provided to the casino regarding your account?
• Have you received any feedback or communication from the casino regarding the selfies you submitted?
• What exact reasons were provided for the rejection of your selfie submissions?
• Have you tried contacting customer support again after your last upload? If so, when exactly was it, and what was the casino's response?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika, the only things I'm told by customer service is to wait but they've been telling me this for weeks. I also contacted support via chat because they were complaining about poor readability of the document from the photo but both from a PC and a phone you can see them perfectly and by uploading them in chat I realized that once I send them to them they are very grainy. I asked for the possibility of sending them via email so that the quality remains unchanged (when they asked me for the selfie via email I sent it to them in response to the email but apparently it wasn't processed) but they sent me back to their classic upload page. I sent several types of selfies all rejected (even if readable) and the last ones uploaded have been under analysis for I think. a month.

At the time I sent both my identity card and my utility bill to verify my account and after a certain amount of time they limited me to requesting this selfie which however I cannot get validated and I am bounced between long waits and postponements

Ciao Veronika, le uniche cose che mi vengono dette dall'assistenza clienti e di attendere ma me lo ripetono da settimane. Ho contattato anche il supporto tramite chat perchè veniva lamentata una scarsa leggibilità del documento dalla foto ma sia da pc che da telefono si vede perfettamente e caricandole in chat mi sono resa conto che una volta che le invio a loro sgranano molto. Ho richiesto la possibilità di inviarle tramite email in modo da far rimanere inalterata la qualità (quando mi hanno richiesto tramite email il selfie gliel'ho mandato in risposta alla mail ma a quanto pare non veniva lavorato) ma mi hanno rimandato alla loro pagina di caricamento classica. Ho inviato diversi tipi di selfie tutti rifiutati (anche se leggibili) e gli ultimi caricati sono in analisi da credo. un mese.

A suo tempo ho inviato sia carta di identità che bolletta utenze per la verifica del conto e dopo un tot di tempo mi limitarono per richiedermi questo selfie che però non riesco a far validare e vengo palleggiata tra lunghe attese e rimandi

Please forward me the documents you've been uploading to your casino account at veronika.f@casino.guru.

Has the casino responded to any of your emails in the meantime? If so, kindly forward me those emails as well.

Hi Veronika, I just sent you an email, I remain at your disposal in case you need anything else

Ciao Veronika, ti ho appena inviato una mail, resto a tua disposizione nel caso ci sia bisogno di altro

Thank you very much, Portic1, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of 888 Casino IT to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Portic1,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 888 Casino IT representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Jana,

The concern was already escalated to our specialized team for further checking. Rest assured, we will notify you as soon as we receive any feedback or updates.

We appreciate your patience and understanding.

888 Customer Support Team

Dear 888 Casino IT representative,

do you have any updates?

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.

Dear 888 Casino IT representative,

time to reply has expired. Please inform us further details.

Hi Portic1,

Please note that a verified bank statement is still required in order to proceed with the withdrawal of funds for this account.

To meet our security and regulatory requirements, the following details must be clearly visible on the statement:

-Full name of the account holder

-Bank account number or IBAN

-Bank logo or name

-Date of issue (must be within the last 3 months)

-The document must be clear, unedited, and display all four corners.

For security purposes, documents must be uploaded through our secure portal at:

www.safe-cashier.com

Once the document is received and successfully verified, we’ll be able to proceed with the withdrawal.

Kind regards,

888poker Support Team

Dear Portic1,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Hello, unfortunately the statement is provided annually and I had sent the account title document and the contract (which I should have sent to you too). Tomorrow I will contact Hype and see if it is possible to have a statement issued for the last month

Salve, purtroppo l'estratto conto viene fornito annualmente e avevo inviato il documento di intestazione del conto ed il contratto (che dovrei aver inviato anche a voi). Domani contatto Hype e vedo se è possibile farmi emettere un estratto conto dell'ultimo mese

Dear Portic1,

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.

Thank you very much, I am waiting for the document from the bank. I will update you as soon as possible

Grazie mille, sono in attesa del documento dalla banca. Vi aggiornerò il prima possibile

Hi Jana, from the Hype chat they told me confirmed that the statement (which I have provided several times in the 3 months of validity that the book imposes and I had also sent to you) is produced only annually. Alternatively, I was sent a list of movements from June 1 to 20 in which all the requested data are present:

Name and surname

IBAN (and therefore account number)

the date of issue (21/06/2025

Bank logo and references

the file is in pdf format

If you wish I can also send it to you for a check. In the meantime I have already uploaded it to 888 via the link that was provided in previous messages

Ciao Jana, dalla chat di Hype mi hanno detto confermato che l'estratto conto (che tra l'altro ho fornito più volte nei 3 mesi di validità che impone il book e avevo inviato anche a voi) viene prodotto solo annualmente. In alternativa mi è stata inviata una lista movimenti dal 1 giugno al 20 in cui sono presenti tutti i dati richiesti:

Nome e cognome

Iban (e quindi numero conto)

la data di emissione (21/06/2025

Logo e riferimenti della banca

il file è in formato pdf

Se Desideri posso inviarlo anche a te per un check. Nel frattempo ho già provveduto a caricarlo su 888 tramite il link che era stato fornito nei messaggi precedenti

Dear 888 Casino IT representative,

Have you received the player's documents? Is anything else needed, or is the account fully verified?

Hi Jana,

Upon checking the documents submitted on June 21st, we regret to inform that they were rejected, as they did not contain the necessary details and were deemed invalid.

As outlined in the email from our specialized team, we kindly ask that to provide the following documents and complete bank details so we can proceed with the Wire Transfer of the funds:

1. A copy of your recent bank statement (issued within the last 6 months)

Your complete bank details:

• Account holder name:
• Bank name:
• SWIFT code:
• IBAN:
• Country:

We appreciate your prompt attention to this matter and are here should you have any questions or need further assistance.

888 Support Team

Dear Portic1,

as stated above, you should follow the steps in order to fully verify your account. Please deliver all the necessary documents to the casino and let us know when you do so.

Hi, I need to extend the deadline for another week. I am trying to get the statement sent exceptionally

Ciao, avrei bisogno di estendere il tempo limite di un'altra settimana. Sto cercando di farmi inviare l'esttratto conto in via eccezionale

Hi Jana,

Thank you for your cooperation in providing the specific documents we requested. We look forward to receiving them take your time, there's no rush.

Best regards,

888 Support Team

Dear Portic1,

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,
Jana
Casino.Guru

We’ve reopened this complaint at the request of Portic1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Good morning, I wanted to let you know that I have just uploaded the statement to the dedicated area of 888. If you also need it for confirmation, I will send it to you as soon as you give me the ok.

Buongiorno, vi volevo avvisare che ho appena provveduto a caricare l'estratto conto sull'area dedicata di 888. Se necessitate di averlo anche voi per conferma te lo invio appena mi dai l'ok

Dear Portic1,

please send the confirmation of the document provided to jana.k@casino.guru.

Dear 888 Casino IT representative,

could you please confirm, that you have received the document from the player?

Hi Jana,

We have already coordinated this with our specialized team to further review the submitted documents and confirm if they are sufficient. We truly appreciate your understanding while we work on this.

Thank you for your continued patience.

Best regards,

888 Support Team

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 Jana,

Following a thorough review by our specialized team, we regret to inform that the account will remain closed. Additionally, no funds will be released, as per the final decision provided by the team.

Thank you for your continued patience.

Best regards,

888 Support Team

Dear 888 Casino IT representative,

could you please specify why the player´s account is closed? You can send details to jana.k@casino.guru

Hi Jana,

Member's account is currently under review by our specialized team. Based on their assessment, the decision has been made to keep your account closed.

We sincerely apologize for any inconvenience this may have caused. Please rest assured that this decision was made in accordance with our internal policies and procedures. If there are any updates, we will notify you directly.

Thank you for your understanding.

Best regards,

888 Support Team

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 Jana,

As per our specialized team’s decision, the account will remain closed. We appreciate your understanding regarding this matter.

Best regards,

888 Support Team

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Italian Gaming Authority (https://www.adm.gov.it/portale/home-english) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana