Good evening, I have been providing documents to the casino for 9 months to verify my account, they responded a month ago that I could withdraw, I withdrew but the withdrawal is still pending and the casino hasn't responded neither via chat nor email for a month now, and I don't know what to do. How can you help me? How does this complaint work? Thank you

buonasera , fornisco documenti al casino da 9 mesi per verificare il mio conto , mi hanno risposto un mese fa che potevo prelevare , ho prelevato ma il preleivo è ancora in sospeso e il casino da un mese non risponde ne via chat ne via email e non so come fare, come mi potete aiutare ? come funziona questo reclamo ? grazie

Dear clarasalvetti308,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with customer support regarding your withdrawal?

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

Dear clarasalvetti308,

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 not responded 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.

We've reopened this complaint at the request of clarasalvetti308. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

I apologize for not seeing the email and responding in time.

Yes, I passed the KYC verification after months and months of my gaming account being blocked by the casino which didn't respond to my emails and ignored the documents I uploaded.

Now all the documents have been accepted and in theory the withdrawal should also be accepted but every day I go to chat they tell me "it will be accepted tomorrow" only that this story has been going on for more than a whole month and I don't know what to do

Thank you very much, clarasalvetti308, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ( [email protected] ) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We’ve reopened this complaint at the request of clarasalvetti308. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Mi scuso per non aver visto la mail e risposto in tempo.

Si ho superato la verifica kyc dopo mesi e mesi che il mio conto gioco è stato bloccato dal casino che non rispondeva alle mie mail e ignorava i documenti che caricavo.

Ora tutti i documenti sono stati accettati e in teoria anche il prelievo dovrebbe essere accettato ma tutti i giorni che vado in chat mi dicono "verrà accettato domani" solo che sta storia va avanti precisamente da più di un mese intero e non so come muovermi

Thank you very much, clarasalvetti308, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear clarasalvetti308, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 888 Casino IT representative to join this conversation. 

Dear 888 Casino IT, could you please provide more information about this case? 

Looking forward to your reply.

Hi, how's it going with these scoundrels?

ciao come procede con questi farabutti?

Dear clarasalvetti308, 

I am still waiting for the casino representative to get back to me. I will update you once I receive any news.

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 clarasalvetti308, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.