888 Casino ES - プレイヤーのアカウントが制限されました。

It's been a month since they've been asking me to verify my account with my ID, bank account details, address where I live, etc... Everything is verified and now they have restricted my account on top of that.

Llevan un mes pidiendo que verifique mi cuenta con DNI cuentas bancarias dirección de donde vivo etc... Todo verificado y ahora encima me restringen la cuenta

Dear Javimoro2,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Has the casino confirmed that all your identity documents have been approved during KYC and now you are fully and successfully verified?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

Have you contacted customer support to ask why your account has been restricted? If you received any emails or other explanations, kindly forward them to me at veronika.f@casino.guru.

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

I was playing slots and my winnings were without a bonus.

They don't give me an answer as to why they have responded to me.

I have closed the account. Attached documentation.

Dear Javier:

Thank you for submitting your documents.

The document you provided us has not passed our standard security checks, so we need you to send us a new one.

Help us complete these checks by sending us:

A proof of address issued in the last 3/6 months

A bank or credit card statement (cross out the card number)

A utility bill

Do you have any questions? For more information, please visit our help center .

Sincerely,

Operations team

888.es

Jugaba en las tragamonedas y mi premio fue sin bono.

No me dan respuesta de porque me han res

tringido la cuenta. Adjunto documentación.

Estimado Javier:

 

Gracias por enviar tus documentos.

 

El documento que nos has proporcionado no ha superado nuestras comprobaciones de seguridad estándar, por lo que necesitamos que nos envíes uno nuevo.

 

Ayúdanos a completar estas comprobaciones enviándonos:

Un justificante de domicilio emitido en los últimos 3/6 meses

Un extracto bancario o de tarjeta de crédito (tache el número de tarjeta)

Una factura de servicios públicos

¿Tienes alguna pregunta?  Para consultar más información al respecto, visita nuestro centro de ayuda.

 

 

Atentamente,

Equipo de operaciones

888.es 

Have you submitted the documents the casino requested from you in the message you sent here?

• A proof of address issued in the last 3/6 months
• A bank or credit card statement (cross out the card number)
• A utility bill

If you sent these documents, please specify when exactly and if they had been approved during the KYC procedure.

Also, am I correct in understanding that the casino has now closed your account? Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru. Thank you for your patience and cooperation.

They have already verified everything correctly but they have not credited my withdrawal.

Si ya me los han verificado todo correcto pero no me ingresan mi retirada.

Thank you for the information. I'm glad to hear that your account has now been verified.

What is the current status of your withdrawal request? If possible, kindly forward me the screenshot of your transaction history showing the current withdrawal requests.

Thank you very much, everything is solved now.

Muchas gracias ya está todo solucionado.

Dear Javimoro2,

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, 

Veronika Fritz 

Casino.Guru