Hi,
My account with 888 Casino has been restricted since around 6pm Malta local time, starting from Friday, 12/04/2024, reasoning being KYC. Also, when I mention "restricted", this means, I am unable to login, at all (MGA).
I have provided the documents requested, all-in-all, I have provided: passport, residence permit (ID), internet (cable) bill, bank statement (connected to card I used to deposit), card (payment method used).
Documents were first verified, as above (excluding internet bill as this was uploaded on 13th, everything else already on the 12th) on the same day, and this was confirmed to me on Saturday morning by "Agent P" (trying to keep names off here).
Sunday 14th, no updates.
Monday 15th, I got confirmation that all documents had already been verified, yet, account was still restricted, "concern escalated" email received, in regard to the reactivation of the account. During the chat, "Agent M" also said "please wait for a response within 24 hours".
Tuesday 16th, account still restricted, "no updates".
Wednesday 17th, account still restricted, "follow-up sent - as urgent" by "Agent K".
Thursday 18th, account still restricted, no updates, "Agent P", yet another update requested from the "relevant team".
As of now, I have been locked out from my account which has about 520 EUR (100 EUR in deposits), for 144 hours, for the sake of basic KYC, it is quite unreasonable.
I have saved most of the chats I have had with "Print to PDF", so in the event any screenshots are needed about "Agent" saying certain, please let me know and I will upload.
So, what I would like, is to finally have my account unrestricted, to allow me to login, potentially to even remain a customer with yourselves (888 Casino) after such unpleasant experience so far, and have the ability to withdraw. 144 hours so far is not okay, and tomorrow, that would be 168 hours, which at this stage seems reachable.
Thank you in advance for the assistance.
Hope this is finally cleared....
Kindest regards,
