888 Casino DK - Player’s account temporarily disabled without explanation.

My account was temporarily disabled on 27/11/2023, and despite repeated efforts to obtain information and an explanation, I have not received any concrete response. I've tried reaching out to them over the phone, and every time, I get the same kind of standard response that the matter will be forwarded to the relevant departments. Unfortunately, there's been no follow-up or further communication since then.

My biggest concern is the outstanding sum of roughly 17,000 kroner that I have in my account. Due to the deactivation, I cannot access my account and subsequently, my funds.

I've noticed that according to Order 2019-11-29 no. 1276 regarding online betting, it's mandatory for the licence holder to send a reasoned decision with documentation to the player when an account is closed. This should also include a specific re-opening date. As per Danish license, it's a requirement that complaints be resolved within 14 days, which is in 2 days. So far, there's been no progress in the matter.

I have tried contacting them over 10 times but never get a definitive answer.

The account is verified.

Dear JeppeBagger,

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

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

Hi Petronela

Of course

I created the account in the middle of November this year

I have only played on their sportsbook, on table tennis in the Polish series TT Elite Series

I never accept bonuses from casinos/betting sites. So no bonus has been involved in my bets

And the account has been verified

Thank you, JeppeBagger, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.