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I registered over a year ago and never made a bet because I went abroad and couldn't access the account. Upon my return, I requested assistance with my game account and received no collaboration or responses about my account. They asked me for documents via email for withdrawal and I continued sending them, but each time I received conflicting instructions. One time, they would say it's not good; another time, they'd say I need to write to them from my main email. It's all very confusing.

Please help me if you can.

mi sono registrata un anno e passa fa e non ho mai fatto una giocata perche sono partita per l'estero e non potevo accedere, torrnata ho richiesto assistenza riguardo al mio conto gioco e non ho ricevuto collaborazione/risposte riguardo al mio account , mi hanno chiesto dei documenti via email per prelevare continuavo a inviarglieli e una volta dicono che non va bene l'altra rispondono che devo scrivergli dalla mia email principale, tutto confusionario

aiutatemi voi se potete

Dear babbuinopio, 

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, 

Veronika

I provided the photo of the credit card used and the identity card and the proof of the iban, the casino now replies to my email that I have to write to him from another email when I changed my email a month ago, I can't communicate correctly with him there is no clear line of speech but only confusion, copy and paste answers from the casino, and my funds blocked for a lifetime

ho fornito la foto della carta di credito usata e la carta di identità e la prova del iban, il casino ora risponde alla mia email che devo scrivergli da un altra email quando ho fatto un mese fa il cambio del email, non riesco a comunicare correttamente con lui non ce una chiara linea di discorso ma solo confusione, risposte copia e incolla dal casino, e i miei fondi bloccati da una vita

Do I understand correctly that you changed the email in your casino account?

yes, I sent a request to the casino several times, I don't know if they did it but sometimes they respond as if I had done it, others they tell me to change my email

si ho mandato richiesta diverse volte al casino non so se lo abbiano fatto ma alcune volte rispondono come se lo avessi fatto altre mi dicono di cambiare email

Could you please forward the communication between you and the casino regarding this issue to veronika.l@casino.guru? Alternatively, you may post the screenshots here.

sometimes they reply to me other times they tell me that I have to write to them from my main email when I requested the change by sending a lot of data more than two months ago, they don't collaborate they don't look at the documents they always send me the usual copy and paste replies, it's completely impossible to overcome a check kwc in these conditions

alcune volte mi rispondono altre volte mi dicono che devo scrivergli dalla mia email principale quando ho richiesto il cambio inviando molti dati piu di due mesi fa, non collaborano non guardano i documenti mi inviano sempre le solite risposte copia e incolla, è completamente impossibile superare una verifica kwc in queste condizioni

Have you tried changing your email address directly in the account as advised in the email from the casino? Have you also sent them all your identity documents in the correct format and on time? Please keep us updated.

yes I sent everything correctly I checked carefully now, furthermore I can't change the email I have to mess it up because my account is suspended but also following the various requests in these months they still haven't done it

si ho inviato tutto correttamente ho controllato bene pure ora, inoltre l'email non posso modificarla io deve farlo il casino perchè il mio conto è sospeso ma anche a seguito delle diverse richieste in sti mesi ancora non lo hanno fatto

Thank you very much, babbuinopio, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.

Hello there,

Thank you babbuinopio for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 888 Casino IT for their help in resolving this complaint. We would like to ask you to help with the verification process.

Thank you!

Hi Babbuinopio,

Do you still have access to your registered email address?

For security purposes, please contact us again using that one so we can check this further for you.

http://888-external-it.custhelp.com/

Hoping to hear from you soon and thank you for your patience regarding this matter.

Sincerely,

888 Team

but if I've been sending you requests to change email from the new email for 3 months, why do you think I'm doing it? How can I unblock my gaming account if they don't cooperate at all and ignore my emails?

ma se sono 3 mesi che vi mando richieste di cambio email dalla nuova email secondo voi perchè lo sto facendo? come posso sbloccare il mio conto gioco se non collaborano minimamente e ignorano le mie email?

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.

oh well.... this situation has been repeating itself for months, they don't respond, they completely ignore the emails every now and then they pop up and respond to you in the same way they responded to you weeks before.... completely useless, inefficient and shameful assistance for a large company like theirs, how do they get the maximum score and then I see many complaints and many people with problems on this site

vabbe.... sono mesi che si ripete questa situazione , non rispondono ignorano completamente le email ogni tanto spuntano e ti rispondono nello stesso modo in cui ti hanno risposto settimane prima.... un assistenza completamente inutile inefficente e vergognosa per un azienda grossa come la loro, come fanno ad avere punteggio massimo e poi vedo molti reclami e molte persone con problematiche su sto sito

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (You must first download the relevant document and complete the complaints and suggestions form. The form should then be submitted to Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter