888 Casino IT - プレイヤーの撤退プロセスが遅延しています。

They've been asking me for the same documents for over a month: bank statement with my name, surname, the last four digits of my card, and BIC/Swift code. I've sent everything, but they never let me get it through. I ask them on live chat what the problem is, and they say it's still fine and that they'll send a reminder so the money reaches my account. They can't get me a specific person to handle withdrawals, and I've been in this limbo for almost two months.

È da più di un mese che mi chiedono le stesse documentazioni: estratto conto con nome cognome e ultime 4 cifre della carta e codice bic/swift. Io ho mandato tutto però non me lo fanno mai passare, chiedo alla chat live quale sia il problema e loro dicono che è sempre apposto e che procederanno a fare un sollecito che così i soldi arrivino sul conto. Non mi riescono a fare contattare da qualcuno che si occupi specificamente dei prelievi e io da quasi due mesi sono in questo limbo.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 888 Casino IT. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please confirm if you passed KYC verification, and the only obstacle now is verification of your payment method?  
• Have you made any successful withdrawals before using the same payment method?
• Specify the date when you submitted the withdrawal request.
• Have you provided all the required documents as soon as possible and in the correct format?
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

• yes I did the KYC verification
• No, I've never made withdrawals with 888 but I've had the account for a while.
• The first withdrawal was on July 19, 2025. They then asked for various documents, then it was processed, and then it was sent, but it never arrived, and they returned it to the account. We lost 10,000, which was 38,000 in total. Now the last withdrawal, which is being processed, is on August 21.
• yes I sent everything in PDF format as they ask
• I've never played with bonus balance. All real balance.
• A problem could be that I have always loaded money with another card (my boyfriend's) and never with mine. They just don't let me withdraw money from a card that isn't in my name.

• si la verifica kyc ho fatto
• no non ho mai fatto prelievi con 888 però è da un po’ che ho l account
• il primo prelievo era in data 19 luglio 2025 hanno chiesto poi vari documenti e poi è passato in fase di elaborazione e poi anche inviato però mai arrivati e li hanno ributtati sul conto. Abbiamo perso 10.000 che erano 38.000 in tutto adesso ultimo prelievo che è in fase di elaborazione il 21 agosto
• sì ho inviato tutto in formato pdf come chiedono loro
• non ho mai giocato con saldo bonus. Tutto saldo reale
• un problema può essere che ho sempre caricato con un altra carta (quello del mio fidanzato) mai con mia, solo che non mi fanno prelevare su carta non intestata a me

I only paid €20 with my card once.

Ho versato con la mia carta solo una volta 20€

Thank you for clarifying your situation. Unfortunately, we cannot uphold your complaint. You admitted that the deposits were made using your boyfriend’s payment card. This is considered a third-party payment and is explicitly prohibited by terms and conditions in most online casinos for both security and anti-fraud reasons.

Casinos must ensure that all deposits and withdrawals are processed through payment methods registered solely in the name of the verified account holder. This protects both players and operators from fraud, chargebacks, and potential misuse of funds. By using someone else’s card, even with their consent, the casino cannot verify the true ownership of the funds, which results in a violation of these rules.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.