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Hello, I made a win playing at 888casino on 08/03/2023, I requested a withdrawal I was asked for some verification documents so I proceeded to send them, I received their e-mail with confirmation of verification went to successful, so I ask how long it takes for me to process the request and in response I am asked for the same documents (sent and verified) but I still send them, second e-mail confirming successful verification I request my withdrawal and for the third time they ask me for the same documents, annoyed I send them back and I have not received a reply the live chat tells me that one of my documents has been refused I asked for explanations since it has already been accepted 2 times and they told me that they I can't see the reason, so I asked for the contact details of the relevant department and was told that there is no... possible? What do I have to do to cash out my winnings?

Buongiorno, ho effettuato una vincita giocando a 888casino il 08/03/2023, ho richiesto il prelievo mi sono stati richiesti alcuni documenti di verifica ho così provveduto a inviarli, mi è arrivata la loro e-mail con la conferma di avvenuta verifica andata a buon fine, cosi chiedo in quanto tempo mi viene elaborata la richiesta e di tutta risposta mi vengono richiesti gli stessi documenti (inviati e verificati) ma comunque provvedo all'invio, seconda e mail di conferma di verifica andata a buon fine richiedo del mio prelievo e per la terza volta mi richiedono gli stessi documenti, infastidita li rimando e non ho più avuto riscontro la chat live mi dice che un mio documento è stato rifiutato ho chiesto spiegazioni dato che già 2 volte mi è stato accettato e mi hanno detto che loro non posso vedere la motivazione,così ho chiesto un recapito del dipartimento di competenza e mi è stato detto che non c'è... possibile? Cosa devo fare per riscuotere la mia vincita?

Dear barbararussano73,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Good morning Patronella and thanks for the reply.

No, I was not informed of what the problem was.

Today I managed to speak to an operator on the phone who told me that according to him there is no reason for refusal and that he did not know why the competent department had refused the document as it was in order and legible, he told me he would send a message to his colleagues in the competent department to have my document rechecked and accepted, I would have had an answer within the day, but still no news so far.

Buongiorno Patronella e grazie per la risposta.

No non sono stata informata su quale sia stato il problema riscontrato.

Oggi sono riuscita a parlare con un operatore al telefono che mi ha detto che secondo lui non c'è motivo di rifiuto e che non sapeva il perché il dipartimento competente avesse rifiutato il documento in quanto in regola e leggibile,mi ha detto che avrebbe mandato un messaggio ai suoi colleghi del dipartimento competente per far ricontrollare il mio documento e accettarlo, avrei avuto risposta in giornata,ma ancora fin adesso nessuna notizia.

Good morning, it would seem that this morning they have released the payment, because the status of the withdrawal is no longer "awaiting processing" but has changed to "processing" I will keep you updated. Thank you

Buongiorno, sembrerebbe che questa mattina abbiano sbloccato il pagamento, perché lo stato del prelievo non è più "in attesa di elaborazione" ma è passato in" in corso di elaborazione" vi terrò aggiornati. Grazie

Thank you very much, barbararussano73, for the update. Please keep me informed about any further developments. Looking forward to hearing from you.

Dear barbararussano73,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Good evening Petronela, I was having problems logging in here, however everything was resolved for the best I received my winnings in about 25 days. Thanks so much for listening.

Buonasera Petronela, stavo riscontrando problemi di accesso qui, comunque si è risolto tutto per il meglio ho ricevuto la mia vincita a circa 25 giorni. Grazie mille per l'ascolto.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, barbararussano73, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru