888 Casino IT - La cuenta del jugador ha sido cerrada sin respuesta.

Good morning, I have a huge problem with the casino.

About 6-7 months ago, I had a significant win at 888 Casino. Immediately after winning on the slots, my account was blocked, and no one has responded to me since. I have sent emails to support@888casino.com, support@888.it, and reclami@888.it, but in 7 months, I have never received a reply. I always uploaded all the requested documents immediately, but they were consistently rejected, including all my selfies, photos of my documents, and my bank statement. At one point, I was even asked to provide a utility bill (even though I still live with my parents).

I am worried that they are taking advantage of me because I'm quite a good-looking girl and they keep asking me for selfies in different poses. I have consulted a lawyer who prepared a legal notice, but I am unable to deliver it because no one has ever responded to my emails. Please help me, I feel used as a woman and mocked.

Buongiorno, ho un enorme problema con il casinò.

Ormai 6/7 mesi fa ho fatto una grossa vincita sul casinò 888 e subito dopo aver vinto alle slot il mio account è stato bloccato e nessuno mi ha mai più risposto. Ho scritto mail a support@888casino.com support@888.it, reclami@888.it e in 7 mesi nessuno mi ha mai risposto. Ho sempre caricato tutti i documenti appena richiesti ma sono sempre stati respinti, tutti i miei selfie, le foto dei miei documenti e il mio estratto conto bancario. Ad una certa mi è stato pure chiesto di caricare una mia bolletta (quando io vivo ancora in casa con i miei genitori). In tutto questo ho paura che se ne stiano approfittando perchè sono una ragazza abbastanza carina e mi stanno continuando a chiedere selfie in posizioni diverse. Mi sono rivolta ad un legale che ha preparato una diffida ma non riesco a consegnarla perchè nessuno mi ha mai risposto via email. Vi prego aiutatemi, mi sento usata come donna e presa in giro

Dear celaPro1,

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. 

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Did you accumulate your winnings with or without an active bonus?

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, 

Dominika

Good morning, I understand the importance of verification but verification cannot go against people in fact I have always taken the matter seriously but you also understand that 6 months is too much. Especially when they ask for seriousness and then do not respond....

I provided my ID front and back in two perfect photos, my bank statement in the PDF format provided to me by the bank with my address clearly visible and many selfies of me with the document (the document is perfectly legible and you can see my whole arm as they requested).

No I have not accumulated winnings with active bonuses

Buongiorno, capisco l'importanza della verifica ma la verifica non può andare contro alle persone di fatti ho sempre preso seriamente la questione ma capisce anche lei che 6 mesi sono troppi. Soprattutto quando loro chiedono serietà e però poi non rispondono....

Ho fornito il mio documento di identità fronte e retro in due foto perfette, il mio estratto conto con il formato pdf fornitomi dalla banca con il mio indirizzo in chiaro e molti miei selfie con il documento (si legge perfettamente il documento e si vede tutto il braccio come da loro richiesto).

No non ho accumulato vincite con bonus attivi

Dear celaPro1, have you been informed about the outcome of each document verification?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Yes I upload here the screenshots of all the emails I sent with the requested documents, then I send her all my selfies and all the proofs of residence on her email. She understands that since I am 18 years old I live with my parents so I cannot have a bill in my name but only my bank account

Si ti carico qui gli screenshot di tutte le mail che ho mandato con i documenti richiesti, poi le giro sulla sua email tutti i miei selfie e tutte le prove di residenza. lei capisce che io avendo 18 anni vivo con i miei genitori quindi non posso avere una bolletta intestata a me ma solamente il mio conto bancario

Thank you very much, celaPro1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello celaPro1,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your frustration with the whole situation, the KYC (Know Your Customer) and AML (Anti-Money Laundering) are very important and essential processes. Licensed casinos treat these procedures with utmost seriousness. It is within the rights of the casino to request various documents to adequately verify your address. I understand that this may pose a challenge for you, particularly since you reside with your parents and the standard utility bills are not registered in your name. However, do you possess any official documents, such as a letter from your former school or a pay slip, that could serve as proof of your address?

I will contact the casino to see if I can help.

We would like to invite 888 Casino IT to join the conversation.

Dear 888 Casino IT,

I acknowledge your need for documentation to verify the player's address, which is a standard procedure for KYC and AML compliance. However, as the player has indicated that they reside with their parents, they are unable to furnish any utility bills in their name. Could you please specify what alternative documents would be acceptable for verification purposes?

I understand 100% the casino's need to verify my identity for kyc and aml but I find myself having my account blocked for almost a year, having a super poor customer service that asks me for documents 100 times when I have already provided them. I think they are taking advantage of this to not pay the winnings owed to me

capisco al 100% la necessità del casinò di verificare la mia identità per il kyc e aml ma io mi trovo ad avere l'account bloccato da quasi un anno, avere un servizio di assistenza super scadente che mi chiede i documenti 100 volte quando già glieli ho forniti. io penso che se ne stiano approfittando per non pagare le vincite a me dovute

Hi  celaPro1,

Thank you for your continued patience, and we truly understand how frustrating this process has been for you.

We want to assure you that the verification process is an essential requirement to comply with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations. We sincerely apologize for any inconvenience caused by this extended period of review.

To proceed with your account verification, we still require a proof of address and a selfie with your ID. Here are a few tips to ensure the documents meet the necessary requirements:

Proof of Address:

Since you do not have utility bills in your name, we suggest providing alternative documents such as a recent bank statement or a government letter (such as a letter from your former school or a tax document) that clearly shows your full name and current residential address.

Selfie with ID:

Please make sure the photo is well-lit and clear, with no parts of the ID obscured.

Ensure your entire ID card is visible, and your face is clearly seen.

The image should include your full arm holding the ID as requested, and make sure all details on the ID are legible.

If you have already provided these documents but feel they were not accepted due to minor issues, please recheck and resubmit them, ensuring all the details are fully visible.

Once the documents are successfully uploaded, our team will review them as quickly as possible. We appreciate your cooperation and are here to assist if you need any further clarification.

Sincerely,

888 Team

I followed the following instructions. As you at casino guru can also see from the screenshots I provided

Ho seguito le seguenti indicazioni. Come potete anche voi di casino guru notare dagli screenshot che vi ho fornito

Hi celaPro1,

Can you upload these documents again using our safe portal at:

www.safe-cashier.com

Thank you so much for your patience and understanding.

Sincerely,

888 Team

reload all

ricaricati tutti

they were rejected again......

sono stati nuovamente rifiutati......

Hi celaPro1,

Please kindly upload a clear and non-mirrored selfie of yourself holding your ID. It’s important that the photo is taken in good lighting, and your face, along with all details on the ID, must be visible and easy to read. This helps us ensure a smooth verification process.

For the proof of address, please provide a document that includes all the necessary details such as your full name, address, and date of issue. This could be a utility bill, bank statement, or any other official document that clearly displays your address. You can upload the original digital file of your proof of address, ensuring that it is legible and unaltered.

Once we receive these documents, we’ll be able to proceed with verifying your account. If you have any questions about the process or need further clarification, feel free to reach out!

Sincerely,

888 Team

uploaded documents as requested

caricati i documenti come richiesti

I await your response

attendo vostro riscontro

I also send to casino guru the same documents provided so that it can be clear to everyone that my documents are absolutely clear

invio anche a casino guru gli stessi documenti forniti così che possa essere chiaro a tutti che miei documenti sono assolutamente chiari

Hello celaPro1,

Thank you for sharing the requested documents with us. We acknowledge receipt and will review them promptly. Rest assured, our team is dedicated to ensuring that all submissions are processed with care.

We kindly ask for your patience during this verification process, and we will notify you as soon as there are any updates. For any concerns or additional information, please don't hesitate to reach out to our support team via live chat.

Thank you for your understanding.

Sincerely,

888 Team

of course this time my documents were rejected. they ask me for a new selfie and a new proof of residence. they ask me for a bill which obviously being 18 I can't have and to take new selfies. it's really shameful what's happening. please help me

ovviamente anche questa volta i miei documenti sono stati rifiutati. mi chiedono un nuovo selfie e una nuova prova di residenza. Mi chiedono una bolletta cosa che ovviamente avendo 18 anni non posso avere e di scattare nuovi selfie. è veramente vergognoso quello che sta succedendo. vi prego aiutatemi

the funny thing is that they don't even bother to give new reasons or anything. they keep sending me the same email and ignoring my emails sent to And

il bello è che non si svorzano nemmeno di dare nuove motivazioni o altro. continuano a mandarmi sempre la stessa mail e ad ignorare le mie email mandate a support@888.it support@888casino.com reclami@888.it e vmsi@legalmail.it

Hi celaPro1,

Thank you for reaching out and sharing your concerns with us.

We understand that this situation has been frustrating, and we’re here to help clarify the process. When it comes to the verification process, we’re required to follow strict regulatory guidelines to ensure that all documents meet specific standards. This includes ensuring the quality of the selfie and that the proof of address is clear and up to date.

If you’re unable to provide a utility bill, as you mentioned being 18, other documents such as a bank statement or an official letter that clearly shows your name, address, and a recent date can be used as proof of residence. As for the selfie, it’s important that it clearly shows your face and the details of your ID in a well-lit setting.

We are sorry if the communication hasn’t been as helpful as expected, and we’ll work on providing clearer instructions moving forward. Our support team is available via live chat for any further assistance you may need.

Thank you for your understanding.

Best regards,

888 Team

Dear celaPro1,

Just to check, are you sending the casino team the same pictures repeatedly? If so, I would suggest that you take new selfies that fit the specifications mentioned by the casino team. Although I understand that you cannot provide a utility bill in your mane, however, do you possess any other official documents, such as a letter from your former school, a pay slip, an antigraft letter (civil registry office letter), or any other documents that could serve as proof of your address?

as for the selfie I have already sent too many and always different ones. now I have taken one where you can read everything and they have to accept it. as for the residence I have no other proof except bank statements and proof of the ISEE and proof of the average balance. I have two banks and I have already provided the documents of both. understand that I am 18 years old not 30 with a house, bills, a pay slip or an anti-corruption letter

per quanto riguarda il selfie ne ho già inviati troppi e sempre diversi. ora ne ho scattato uno dove si legge tutto e devono accettarmelo. per quanto riguarda la residenza io non ho altre prove se non degli estratti conto e prove dell'isee e prove della giacenza media. ho due banche e ho già fornito i documenti di entrambe. capisce che ho 18 anni non 30 con una casa, delle bollette, una busta paga o una lettera anti-corruzione

I found another of my bank statement and reloaded my selfie. I demand that it be unblocked. I would like to inform the casino guru staff that in September a formal notice for breach of contract was sent and uploaded pursuant to article 1454 for the closure of my gaming account and the crediting of the winnings due, however STRANGELY it was ignored and they pretended not to have received it

ho reperito un altro mio estratto conto e ho ricaricato il mio selfie. esigo che venga sbloccato. vorrei fare presente allo staff di casino guru che nel mese di settembre è stata inviata e caricata una diffida per inadempimento contrattuale ai sensi dell'articolo 1454 per la chiusura del mio conto gioco e l'accredito delle vincite dovute però STRANAMENTE è stata ignorata e hanno fatto finta di non averla ricevuta

since they pretended to have lost it I confirm the new sending of my formal notice

dato che hanno finto di averla persa confermo il nuovo invio della mia diffida

Hello celaPro1,

Thank you for your continued patience and for providing further details regarding your situation. We understand that this process has been challenging, and we appreciate your efforts in submitting the requested documents.

To clarify, the verification process is crucial to comply with legal and regulatory obligations. It ensures the security of your account and the platform as a whole.

We have received your updated selfie and bank statements, and our team will carefully review them. As you mentioned that you’ve already submitted multiple versions of your selfie, please rest assured that we will assess your latest submission with priority.

Regarding the formal notice, we truly apologize if there was any confusion or delay in addressing this matter. Please be assured that we are thoroughly reviewing your case, and we encourage you to reach out to our team via Live Chat for immediate updates. You can do so by navigating to your account and selecting Cashier > Help, where a representative can address your concerns in real time.

We are committed to resolving this matter and appreciate your cooperation as we work through the verification process together.

Sincerely,

888 Team

you asked me for the selfie for the 200th time. I am sending this time my selfie with the front and back of my ID card. I am waiting for verification again......

mi avete richiesto il selfie per la 200 centesima volta. Invio questa volta il mio selfie con il fronte e il retro della mia carta di identità. attendo verifica nuovamente......

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 celaPro1,

Has the verification process finished successfully?

Dear celaPro1,

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.

Hello celaPro1,

Thank you for your continued patience as we work through the verification process.

We understand that this has been frustrating, and we truly appreciate your effort in providing the requested documents.

However, after reviewing the latest submission, we kindly ask that you resend the selfie with the front and back of your ID card, ensuring that the text and details are clearly visible. To make sure the ID is legible, we recommend either enlarging the document or bringing it closer to the camera when taking the photo. This will help us complete the verification process as quickly as possible.

We sincerely apologize for any inconvenience this may cause and thank you for your understanding. If you need any further assistance, please feel free to reach out, and we’ll be happy to help.

Sincerely,

888 Team

are you crazy? I uploaded a ton of selfies both front and back and you can read everything

ma siete matti? vi ho caricato una marea di selfie sia con il fronte che con il retro e si legge tutto

Hello celaPro1,

Thank you for your response, and we completely understand your frustration.

We truly apologize for the inconvenience caused. Upon reviewing your latest submission, it appears that we are still unable to fully verify the details on the ID. In order to ensure that the verification process is completed smoothly, we kindly ask that you resend the selfie with the front and back of your ID card, ensuring the text is clearly visible. If needed, please try enlarging the document or bringing it closer to the camera to help improve legibility.

We understand how repetitive this may feel and appreciate your patience as we work to resolve this matter.

If you need any further assistance or have questions, don’t hesitate to reach out. We're here to help.

Sincerely,

888 Team

Dear celaPro1,

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.

are you kidding me? I would really like to turn this selfie to casino guru so he can tell you that he can read everything. you can also see the watermark of the document

mi prendete in giro? vorrei tanto girare sto selfie a casino guru che così possa dirvi anche lui che si legge tutto. si vede anche la filigrana del documento

Dear celaPro1,  

You are welcome to send me any selfies and other images you have taken and shared with 888Casino at michal.k@casino.guru for an independent evaluation.

Dear celaPro1,

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 stopped responding 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 or alternatively reach out to the casino licensing authority for further help if desired.

We’ve reopened this complaint at the request of celaPro1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 888 Team,  

We would appreciate it if you could share an update regarding the status of the player verification. The player has indicated that they have submitted additional selfies and images as per your earlier requests.

Hello celaPro1,

Thank you for your patience, and we apologize for the inconvenience.

Upon reviewing your submission, we still can't fully verify the ID details. Please resend a clearer selfie with both the front and back of your ID, ensuring the text is legible. You may want to enlarge or bring the document closer to the camera to improve clarity.

We appreciate your understanding and are here to assist if you have any further questions.

Best regards,

888 Team

Dear 888 Team,

Thank you for your response.

Dear celaPro1,  

I understand that this process has been frustratingly prolonged. However, if the images you've previously submitted to the casino still do not meet the necessary standards, it’s reasonable to conclude that you should provide new, clearer pictures. I kindly ask you to take the new photos in the way as suggested by the casino team. Your prompt attention to this matter will hopefully help us resolve this case successfully.

yes but it's long because of 888, I sent them the selfie months ago if they don't respond and pretend nothing happened and now randomly they say it's not good when in my opinion instead you can see everything very well what can I do? now I have to send them another selfie and then? they'll take 3 months and then tell me to do it again.....

I'm exhausted

si ma è lungo per colpa di 888, io il selfie glielo inviato mesi fa se non rispondono e fanno finta di nulla e ora a caso dicono che non va bene quando secondo me invece si vede benissimo tutto io che ci posso fare? ora gli devo inviare un altro selfie e poi? si prenderanno 3 mesi per poi dirmi di rifarlo.....

sono sfinita

Dear celaPro1, 

As I already mentioned, I understand the frustration this situation may have caused. However, if the images you submitted earlier do not align with the required standards, it would be prudent to take new, clearer photographs. Although the pictures you have previously shared with me do look quite OK to me, you have not provided any other, new pictures. It is important to understand that if the initial pictures were deemed not acceptable, sending the same pictures will result in the same outcome. Why have you not provided me with new, fresh pictures according to the casino team guidelines? It is important to recognise that without this step, the verification process cannot be completed successfully, and the casino is not required to fulfil your withdrawal request. I kindly request that you follow the guidelines provided by the casino team when capturing these images. Once you have taken the new photos, please forward them to the casino team and include my email, michal.k@casino.guru, in the "Cc" field. You need to please understand that without this, your verification process will not finish successfully, and the casino has no obligation to process your withdrawal request.

I have my fingers crossed that once you provide the new pictures, the verification will finally be finished successfully.

I'm looking forward to your prompt response, including the new pictures.

Hello celaPro1,

We understand your frustration regarding the prolonged verification process and the recent request for a new selfie. To expedite the completion of your account verification, we recommend the following steps:

Capture a Clear Selfie: Please take a new photograph of yourself holding your identification document. Ensure that both your face and the ID are clearly visible, with all details legible.

Submit the Photograph: Upload the new image directly through the secure upload option within the cashier section of your 888poker account. This method ensures prompt and secure handling of your documents.

The verification process typically takes up to 24 hours after submission. However, during peak times or non-working days, it may extend up to 5 working days. If you do not receive a response within this timeframe, please contact our Member Support team for assistance.

We appreciate your cooperation and patience. Our aim is to ensure a secure and fair gaming environment for all our players. If you have any further questions or require assistance, please do not hesitate to reach out.

Sincerely

The 888poker Team

Dear celaPro1,

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.

Dear celaPro1,  

It is important to emphasise that your active participation is essential for the resolution of your own complaint. We kindly urge you to submit the necessary photographs at your earliest convenience, as this should be in your best interest. Once you have taken the new images, please send them to the casino team and ensure to include my email, michal.k@casino.guru, in the "Cc" field. It is crucial to understand that without these images, the verification process cannot be completed successfully, and the casino is not obligated to process your withdrawal request. 

Additionally, please be aware that if the new photographs are not provided to both the casino and us before the deadline, your complaint will be deemed rejected due to your lack of cooperation and will not be reopened again. Thank you for your understanding

this is all absurd

tutto cio è assurdo

Dear celaPro1,

Although we want to help you, please understand that instead of posting comments that do not contribute positively, you consider submitting the requested photographs to the casino team. This action is mandatory to resolve your complaint.  

It should be in your best interest to provide the necessary images, as this is your complaint, and your cooperation with the casino team is essential for a resolution. Unfortunately, we cannot do this for you.

Please note that if the new photographs are not submitted to both the casino and us by the specified deadline, your complaint will be considered rejected due to insufficient cooperation and will not be eligible for reopening. We appreciate your understanding.

Dear celaPro1,

We are extending the timer by 5 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.

Dear celaPro1,

Unfortunately, as the new pictures in the requested format were not provided to the casino team or us within the specified deadline, we are left with no alternative but to close your complaint as rejected. This decision was made due to the lack of necessary cooperation on your part to move the process forward.

Please know that you are still welcome to reach out directly to the casino team and work with them to address your concerns. However, we will no longer be able to assist you further in this particular matter.

Should you face any other issues with this or any other casino in the future, please don’t hesitate to contact us. We remain committed to helping you and will try our best to help. That said, we kindly remind you that your full and timely cooperation is essential for us to effectively support you. Without it, we may have no choice but to close future complaints at our discretion.

Thank you for your understanding, and we wish you the best moving forward.

Best regards,

Michal

Casino Guru