888 Casino IT - Povlačenje igrača je odloženo, a problemi sa nalogom ostaju nerešeni.

Hi, I'm experiencing abuse from 888 and I've noticed while browsing this site that I'm not the only one. For reasons unknown to me, during the withdrawal process, after my account was initially verified, the withdrawal was blocked and the ordeal of requesting documentation began. Despite always submitting the required documents according to the casino's instructions (ID, screenshot of the card used to deposit, bank documentation), I'm constantly seeing my bank statement rejected without any real explanation. After several attempts via live chat, they told me it was due to the different address on the statement (not true, as only the address details are different, but it's clearly the same). After insisting, explaining and highlighting that it was the same, they started to argue that the card number wasn't on the statement. Now, given that I sent both screenshots from within the app, from the card section, a list of card transactions, the bank account header document, which includes every type of information (from my personal details to the account details, including my ID number), and the bank statement showing the deposit transaction to 888. In my request to note that since the card is a Debit card and therefore linked to the bank account, and therefore the bank evidently doesn't specify the numbers on the bank statement reporting every single transaction, I was then challenged on the grounds that it wasn't a bank statement. We're talking about an official document with a header and a description that precisely specifies the nature of the document: a bank statement!

The result is that the chat was shut down in my face. I feel like I'm being abused by an organization that should be subject to ADM regulations and can't do whatever it wants. I don't understand why they're so unwilling to pay my due winnings, and honestly, I don't care if they're racially motivated or simply because it's a shady company that only considers you a good customer when you lose.

I kindly ask you to intervene to help me recover the funds from my online account.

Salve, sto subendo un abuso da parte di 888 ed ho notato navigando su questo sito che non sono l'unico. Per motivazioni a me ignote, in fase di prelievo e dopo che il mio conto fosse stato verificato in partenza, lo stesso prelievo è stato bloccato ed è iniziato il calvario di richiesta di documentazione. Nonostante io abbia sempre inviato i documenti richiesti in ogni situazione seguendo le indicazioni del casinò (carta di identità, screenshot carta usata per depositare, documentazione bancaria), sto vedendo costantemente rifiutare l'estratto conto della banca senza mai una spiegazione reale. Dopo vari tentativi con la live chat mi hanno detto che era per via dell'indirizzo diverso che risultava sull'estratto (non vero poichè cambia solo la disposizione dei dettagli dell'indirizzo ma è palesemente lo stesso) e dopo aver insistito spiegando ed evidenziando che fosse lo stesso hanno iniziato a contestare che sull'estratto non fosse presente il numero della carta. Ora, premettendo che ho inviato sia screenshot da dentro l'app dalla sezione carta, lista movimenti della carta, il documento di intestazione del conto corrente che è corredato di ogni tipo di dato (Dalla mia anagrafica, ai dettagli del conto fino a giungere al numero del mio documento di identità) e l'estratto conto dove si evince la transazione di deposito a favore di 888, nel mio invito a constatare che essendo la carta una Debit e quindi collegata al conto corrente e per tanto la banca evidentemente non specifica i numeri sull'estratto conto riportando ogni singola transazione, mi è stato poi contestato il fatto che quello non fosse un estratto conto. Parliamo di un documento ufficiale con tanto di intestazione e corredato da una descrizione che specifica proprio la natura del documento, ovvero un estratto conto!

Il risultato è che la chat mi è stata chiusa in faccia. Io mi sento oggetto di un abuso da parte di un ente che dovrebbe essere soggetto alle regolamentazioni di ADM e non può fare il bello ed il cattivo tempo a suo piacimento. Non capisco il perchè di questa volontà a non pagare le mie vincite dovute e onestamente non mi interessa sapere se sono di natura razziale o semplicemente perchè è un'azienda poco seria che ti reputa un buon cliente solo quando perdi.

Vi chiedo gentilmente di intervenire in aiuto e tutela per provare ad aiutarmi a recuperare i fondi dal mio conto online.

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 Player, 

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 takes 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? 

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, 

Attila

Hi Attila, I sent all the documents requested by the bookmaker, always in the required formats. Finally, I sent the bank statement, the only one I had to wait for, and keep waiting, because the bank issues it in January, so I had to wait to receive it. As I said in the message, I sent it when requested:

• identity card (both in the initial phase for the correctly validated KYC) and every time they asked me for it (lastly I was asked for it again on 02/13)
• Screenshot of the card used to deposit into the gaming account, taking care to cover the required numbers and leaving the necessary ones exposed.
• List of card movements showing the transaction in favor of 888
• Card and account header document containing all account information (personal details, residential address, account number, IBAN, card, ID number, etc.)
• Original bank statement for 2025 (PDF)

Ciao Attila, ho inviato tutti i documenti richiesti dal bookmaker e sempre nei formati previsti. In ultimo ho inviato l'estratto conto, l'unico per cui ho dovuto aspettare e far aspettare perchè la banca lo emette a gennaio e quindi ho dovuto attendere per riceverlo. Ho inviato, come dicevo nel messaggio, quando è stato richiesto:

• carta di identità (sia infase iniziale per il KYC correttamente validato) sia tutte le volte che me lo hanno richiesto (in ultimo mi è stato chiesto ancora una volta il 13/02)
• screenshot della carta usata per depositare sul conto gioco facendo attenzione a coprire i numeri richiesti e lasciando esposti quelli necessari.
• Lista movimenti della carta dalla quale si evincesse la transazione a favore di 888
• Documento di intestazione della carta e del conto dove sono scritte tutte le informazioni del conto (anagrafica, indirizzo di residenza, numero conto, iban, carta, numero documento di identità ecc ecc)
• estratto conto bancario anno 2025 in originale (PDF)

Dear Player, could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support regarding the verification process? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hi Attila, I sent you everything via email. I hope the order of the documents and screenshots hasn't changed. If so, I'm available if you need help analyzing them.

Ciao Attila, ti ho inviato tutto tramite mail. Spero l'ordine dei documenti e degli screenshot non venga mutato, nel caso sono a tua disposizione se hai bisogno di aiuto per analizzarli

Dear Player,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear Failamen,

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 IT to join this conversation. Their input should help us move the case forward more efficiently.

Dear 888 Casino IT,

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

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 Failamen,

To help us verify your account, please send us color photos or scanned copies of one of the following valid documents:

A bank statement showing the cardholder’s first and last name, along with the first 6 and last 4 digits of the card ending in 8639.

If you prefer to send a screenshot of your online banking, please make sure the full URL or website address is clearly visible.

Once received, we’ll review your document and update you as soon as possible.

Thank you!

Kind regards,

888 Casino Team

thank you, 888 Casino IT, for the update.

Failamen, please follow the casino’s instructions and send the requested document so the verification process can continue. Once you’ve submitted it, kindly let us know here.

The point is precisely this: just as I sent you the statement, I also sent it to them, but Hype doesn't basically issue it with the card number on it (since the account is closely linked to the debit card), and that doesn't suit them. To demonstrate the connection between the card and the statement, I sent both the screenshots and the account holder's document, which show the same details as the statement plus the card numbers (among other things, I also highlighted the deposit transaction in their favor on the statement). I've uploaded it again now, hoping for a different outcome.

Il punto è proprio questo, come l'ho inviato a voi l'estratto conto, l'ho inviato anche a loro ma di base Hype non lo emette con il numero della carta sopra (essendo il conto strettamente legato alla carta di debito) e questo a loro non va bene. Per dimostrare la connessione tra carta ed estratto ho inviato sia gli screen che il documento di titolarità del conto dove sono riportati gli stessi estremi dell'estratto conto più i numeri della carta (tra l'altro nell'estratto conto gli ho evidenziato anche la transazione di deposito a loro favore). L'ho caricato nuovamente in questo momento augurandomi che l'esito sia diverso

Hello everyone,

Failamen, thank you for the detailed explanation and for clarifying the situation regarding the documents you’ve provided. I appreciate your effort in trying to demonstrate the connection between your bank account and the card.

888 Casino IT, could you please take the player’s explanation into consideration and review the documents accordingly? Kindly let us know if the provided documentation is sufficient, or if any additional steps are required from the player’s side.

Thank you both for your cooperation.

Hello,

We would like to inform you that we have sent an email directly to the member to assist them further with their case.

Thank you for your patience and cooperation.

We remain available should any further clarification be needed.

Kind regards,

888Poker Support Team

Hello everyone,

thank you, 888 Casino IT, for the update.

Failamen, please check your email and follow the instructions provided by the casino. Once you have an update or if the issue persists, feel free to let me know here so we can continue with the complaint if needed.

Dear Failamen,

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 Samuel, they simply asked me to top up my bank statement (I've always topped up the same one, by the way), and now it seems they've finally accepted it. They sent me this message yesterday.

"Dear XXXX,

We are writing to you on behalf of the 888.it Operations Team regarding your account with the username "Failamen5".

We are pleased to inform you that, after a thorough audit, we have removed all limits on your account, which is now active again.

We also want to apologize for any inconvenience related to the limits. Good luck at our gaming tables.

I just processed the withdrawal. I kindly ask you to keep the case open until you receive the funds (it wouldn't be the first time they've told me everything is fine and then blocked the payment). I'll update you as soon as I have news.

Ciao Samuel, mi avevano semplicemente chiesto di ricaricare l'estratto conto (tra l'altro ho caricato sempre lo stesso) e adesso sembra che finalmente lo abbiano accettato. Mi hanno inviato ieri questo messaggio

"Gentile XXXX,

ti scriviamo a nome del Team operativo di 888.it relativamente al tuo conto con il nome utente "Failamen5".

Siamo lieti di informarti che, dopo aver effettuato un controllo completo, abbiamo rimosso tutti i limiti apposti sul tuo conto, che adesso è nuovamente attivo.

Volevamo poi scusarci per qualsiasi inconveniente legato ai limiti. In bocca al lupo ai nostri tavoli da gioco."

Ho appena provveduto ad effettuare il prelievo. VI chiedo gentilmente di lasciare ancora aperto il caso fino alla ricezione dei soldi (non sarebbe la prima volta in cui mi dicono che è tutto ok e poi bloccano il pagamento). VI aggiornerò appena avrò novità

Hello Failamen,

Thank you for the update and for letting me know about the account status. I’m glad to hear the limits have been removed. Could you please keep me posted once the withdrawal is processed and the funds arrive in your account?

I’ll wait for your confirmation before we consider the complaint resolved.

Dear Failamen,

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, I wanted to let you know that I received my withdrawal and I want to thank the Casinoguru staff, without whom I couldn't have achieved this result! Thanks for your help!

Salve, volevo informarvi che ho ricevuto il prelievo e ci tengo a ringraziare lo staff di Casinoguru senza il quale non sarei riuscito ad ottenere questo risultato! Grazie per il vostro intervento!

Hello Failamen,

Thank you very much for your update, I’m really glad to hear that you have successfully received your withdrawal.

Before I proceed, could you please confirm whether I can now consider this complaint fully resolved from your side?

Once you confirm, I’ll go ahead and close the case accordingly.

Dear Failamen,

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 can confirm that the process is now complete!

Ciao, ti confermo che la pratica può considerarsi conclusa!

Dear Failamen,

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