888 Casino DK - Povlačenja igrača su blokirana zbog problema sa verifikacijom.

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.

Dear wili0004,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which other verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any confirmation from the casino regarding your previously submitted documents?

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

Petra

Hi, I completely understand understand the importance of KYC - I have provided everything they have asked for (card, passport, national ID, proof of payment etc.) however they also what proof of ownership of my MobilPay account (danish payment system) which is completely fair. The problem is that MobilPay is just a middleman to make the payment easier, it’s still my card that has been used for the deposit. The problem is that they ask for screenshots of the transaction from my MobilPay account including the personal info IN THE SAME PHOTO… this is impossible! The app doesn’t work like that… I keep getting an automated response that says use your PC … MobilePay is NOT available on pc (it’s an app) I have provided a screenshot of the transaction and a separate screenshot of the personal details multiple times now… nothing is happening, live chat keeps giving me different excuses - I’m willing to send everything they want, be I can’t do something that is impossible (unless MobilePay wants to redo there app…😉)

I have been in touch with them many many times now… spend more then ten days… keep going around in circles… nothing is happening… even a live chat support worker admitted that the whole situation is wired- I’m personally thinking that they are mixing MobilPay up with PayPal (and I don’t own PayPal)

Thank you for your reply and for providing the previous details, wili0004.

• Could you please provide me with your verification status?
• Additionally, could you share any further communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

I will send them to your email. They are in Danish; feel free to reach out if you need them translated. As far as verification status, all I know is my identity and cards have been verified, in Denmark you need to use a national identity check to open a casino account that legally operates in Denmark (MitID) - that has, of course, also been verified. As far as i know, all that needs to be verified is my MobilPay account, and that has now taken WELL over 2 weeks...

Dear wili0004

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear wili0004,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 888 Casino DK to join this conversation. Their input should help us move the case forward more efficiently.

Dear 888 Casino DK,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel, thanks for your help, contacted the casino today - still nothing new, same answer every time I contact them.

Hej Samuel, tak for din/jeres hjælp, har kontaktet casino i dag - stadig intet nyt, for samme svar hver gang jeg kontakter dem.

Been waiting almost a month...

har snart ventet en måned...

Hi William,

Thank you for your patience and for taking the time to provide such a detailed explanation of your situation.

We are very sorry to hear about the delay you have been experiencing with your withdrawals and the ongoing verification process. We fully understand how frustrating this must be, especially after multiple attempts to provide the requested documentation and being in contact with support over an extended period without clear progress.

We would like to reassure you that your case is currently under review. We have also reached out to the relevant team and requested a follow-up, specifically asking them to review the MobilePay verification requirements in your case. We understand the limitations you have described and the difficulty in providing certain screenshots in the requested format.

While verification is a necessary step for security and regulatory compliance, it is equally important that the requirements are reasonable and achievable. Your feedback regarding the MobilePay process has been noted, and we are working to obtain further clarification so this matter can be resolved as soon as possible.

We truly appreciate your cooperation and the effort you have made in providing all requested documents. As soon as we receive an update from the relevant team, we will inform you without delay.

If you have any additional questions or information you would like to provide, please feel free to reply to this message.

Kind regards

888poker Support

Hello everyone,

thank you for the update.

Dear wili0004, thank you for the additional information. I understand you have been waiting for an extended period and that the situation remains unchanged so far.

Dear 888 Casino DK, thank you for your response and for reviewing the case. I appreciate the clarification that the matter is currently under internal review and that you have escalated the MobilePay verification issue to the relevant team.

I will now wait for your next update regarding the outcome of the verification review and the status of the player’s withdrawal.

I sincerely appreciate you reaching out 888… but it’s more of the same: talk, no action… It should not take 3+ weeks to verify an account (especially when everything has been submitted) its quite ridiculous – you make it sound like it’s some third party who has to verify… It’s your own company… you provide no timeline, no status on the verification, and no time estimate for resolving the matter. It apparently takes less time to get accepted for a $1.000.000 mortgage than to get an account verified at your casino. Therefore, I kindly ask you to provide a time estimate for resolving the matter. Thank you

(I have no intention in starting an argument here, but I had to respond)

Hi William,

Thank you for your message and for sharing your concerns so openly.

We’re truly sorry for the frustration this situation has caused you. We completely understand your request for a clear timeline, especially after such a long waiting period and multiple submissions of documentation.

At this stage, while we have already escalated the matter and requested a follow-up with the relevant team, we are not able to provide an exact timeframe for completion of the verification review. This is because certain checks depend on internal compliance procedures that must be fully completed before a final decision can be made.

That said, please be assured that your case has been flagged for priority attention, and we are actively monitoring it. We understand this is not the answer you were hoping for, but we want to be transparent that we do not have a fixed completion date we can reliably provide at this moment.

We appreciate your patience and your cooperation throughout this process, and we will update you as soon as we receive any concrete progress or confirmation from the team handling your case.

Kind regards,

888poker Support

Hello everyone,

thank you for the update.

Dear 888 Casino DK, thank you for the clarification and for prioritizing the case. I will now wait for your next update once there is any progress.

Thank you for your cooperation.

Any update, timeline ect?... only been a month now...

Samuel (Casino Guru) will all do respect, isn’t it time for this to be resolved? It now taken over a month and more then a week since I reached out via this platform. They have had more then a week to at least contact there OWN department regarding an expected time horizon…

I most also add; At this stage, I must express my concern that the continued requests for technically unfeasible documentation, combined with the lack of a defined processing timeframe, are causing unnecessary delays.

If this matter is not clarified and resolved by Monday, I will have no choice but to escalate the issue by submitting a formal complaint to "Spillemyndigheden", outlining the handling of my case. (I strongly believe that you are not living up to your obligation that are outlined by Danish gambling law)

I remain willing to cooperate fully and provide any reasonable and feasible documentation required. I kindly ask that you either:

Accept the documentation already provided, or

Clearly specify an alternative that is realistically obtainable, along with a concrete timeframe for completion.

I would appreciate your prompt attention to this matter and look forward to your reply.

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.

Complaint filed at the Danish Gambling Commission... I can't imagine running a casino this way... truly hope you lose your license to operate in Denmark.

Hello everyone,

thank you for your continued updates.

Dear 888 Casino DK,

the player has now also informed us that he has escalated the matter to the Danish Gambling Authority due to the ongoing delay and lack of clear progress.

At this point, the complaint has been open for a longer period of time, and we still do not have a clear confirmation of what exactly is currently blocking the verification or withdrawal process.

I would therefore kindly ask you to provide a clear and concrete update on:

• the current status of the verification/withdrawal,
• what is still preventing the case from being completed (if anything),
• and whether there is now a realistic timeframe for final resolution.

Given how long the player has already been waiting, it is important to finally give him a clear understanding of where the case stands and what the next step will be.

Dear wili0004,

I understand your frustration here. Waiting this long without a clear timeline or visible progress is understandably very difficult, especially when you feel you have already provided everything required. We are now waiting for the casino’s final clarification on the current status.

Appreciate the follow-up, Samuel. Sadly, I don't think they care... (but I truly hope so) I will probably have to contact a lawyer soon. After a conversation with "Forbrugerklagenævnet" a public legal aid here in Denmark, there could very well be a breach of what is called "within a reasonable time" regarding KYC, as well as false marketing regarding claims of "fast withdrawal". Luckily, I have the resources to challenge 888 Casino DK legally, and intend to do so if necessary (again, luckily, they have a Danish license, which makes it relatively easy to do so). I appreciate Casino Guru's help in this case and hope you take strong action against 888 Casino so that less privileged players don't experience the same.

And for the love of god Casino 888, if you read this, escalate this case to the highest priority VERY soon. If I choose to go the legal route, you can add quite a lot of money in damages, time spent, legal expenses, and a fine for false marketing to that 100.000 dkk. Personally, I believe you are a relatively "good" casino, and I strongly believe my case is "stuck" in internal bureaucracy; however, that does not excuse a 5-week wait WITHOUT any proactive communication from your side. I have given you time, contacted you relentlessly, and done everything, legally speaking, I have, to be honest, been more than fair...

Hi William,

Thank you for your message.

We completely understand your frustration regarding the length of the verification process and the lack of a definitive timeline. We also acknowledge your concerns about the MobilePay documentation requirements and the impact this ongoing review has had on your experience.

Please be assured that your case has already been escalated and remains under active review with the relevant department. We understand the seriousness of the matter, especially considering the duration of the review and the concerns you have raised with both Casino Guru and the Danish Gambling Authority.

At this stage, we are still awaiting a final update from the responsible team regarding the verification review and withdrawal status. While we understand this is not the resolution you were hoping for, we do want to reassure you that your feedback and concerns regarding the feasibility of the requested documentation have been fully noted and communicated internally.

We sincerely apologize for the continued delay and appreciate the time and effort you have invested in cooperating throughout the process. As soon as further information becomes available, it will be communicated to you without delay.

Kind regards,

888poker Support

Great! Absolutely no new information or any attempt to provide an update on the case (probably because nothing has happened over the last weeks) well I gave you a fair chance… I REALLY hope you cleared that reply with your manager/legal department. Casino Guru, I have nothing more to add to this thread - casino 888 feel free to contact me on email at anytime

Hello everyone,

thank you for the update.

Dear 888 Casino DK,

I have to agree that, at this stage, the communication provided so far remains too general considering how long this case has already been ongoing. The player has been waiting for more than a month, has repeatedly cooperated with the verification requests, and has also raised several reasonable concerns regarding the feasibility of the requested MobilePay documentation.

While I understand that internal compliance reviews can take time, the complaint currently lacks any concrete explanation of what is actually still pending, whether the submitted documents are being reviewed successfully, or what realistic next steps remain before the withdrawal can be processed.

Please therefore provide a more substantial update on the case and avoid further unnecessary delays. If additional documents or actions are still required from the player, they should be clearly and specifically explained together with confirmation that they are realistically obtainable.

Dear wili0004,

I understand why your confidence in the process has significantly decreased. You have remained actively engaged, provided detailed feedback, and made genuine efforts to cooperate throughout the verification process. At this point, it is understandable that you expect clearer answers and actual progress rather than repeated generic updates.

I will now wait for the casino’s next response and clarification regarding the concrete status of the verification and withdrawal.

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.

Absolutely ridiculous...

Given the complete lack of transparency or communication, should I just assume that you have no intention of paying out my winnings?

Just contacted live support for the 1000th time... they wanted me to send the documents for the 4th time to kontakt@888.dk, which I have now done, of course... even the support worker acknowledged that he has never seen anything like this...

Dear wili0004,

thank you for your update.

I understand this situation has been going on for quite some time and it is understandably frustrating to keep being asked for the same documents without clear progress.

Please follow the casino’s latest instructions and send the requested documents as advised. Let me know once you receive a response or confirmation from their side, so I can continue assisting you.

I will wait for your update.

Still no answer...

The money has finally hit my bank account - thank you, Casino Guru, for your support in this horrible ordeal

Dear wili0004,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru