The player from Spain had his account closed by 888 Casino ES after he made two withdrawal requests. Despite his repeated inquiries, the casino had not provided a reason for the closure or paid his winnings of €350. The player had contacted the Complaints Team seeking a resolution. The team had tried to mediate the issue by repeatedly asking the casino to specify the term the player had violated. However, the casino had not provided the necessary information or evidence. As a result, the complaint had been closed as 'unresolved', which negatively affected the casino's rating. The player had been advised to contact the gaming authority the casino was regulated by to further pursue his complaint.
888 Casino ES - Player's account has been closed and winnings confiscated.
Black points: 250
Amount: €350
888 Casino ES
Safety Index:HighSafety Index
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8.0
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Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
10 months ago
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1 year ago
Translation
After requesting 2 withdrawals from my account balance, the company has unilaterally cancelled my account without specifying a reason. I have contacted them multiple times to ask for the reason, but they have not provided one. Furthermore, they have indicated that they will not pay out my rightfully earned winnings, for which I correctly requested withdrawal through the company website. These winnings are mine in every respect, regardless of whether they cancel my account. For this unilateral non-compliance and lack of explanation from the company, I demand the full reimbursement of the payments I have made to this company.
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1 year ago
Dear jlp618,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino ES.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve your current balance with the help of casino bonuses?
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
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Hello.
I had never played these things in my life. I signed up for the first time at the beginning of December. The profits have not been with bonuses or anything like that. I deposited the money into the 888 account and played MegaRoulette. The winnings are all from this game. Can they close my account without giving me any reason? But what have I done? And if they can keep the €350 if they are mine? They can close the account unilaterally but keep the money if it is not theirs, I don't understand it.
Today I received this email from 888
Hello John,
Thank you for contacting us. My name is Maria S., 888 Member Service Representative, and I am delighted to assist you today.
This is a discretionary decision, and as stated in our terms and conditions, we reserve the right to delete your account. Thus, in accordance with these conditions, your gaming account with us has been permanently blocked.
This decision is irrevocable, it is the final decision.
No further transactions will be carried out on this account and any accounts you open in the future will be closed and your earnings will not be refunded.
We regret the inconvenience caused by this situation.
Sincerely,
Maria S.
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1 year ago
Thank you very much, jlp618, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Dear jlp618,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite an 888 Casino ES representative to join this conversation and participate in resolving this complaint.
Dear 888 Casino ES,
Could you state why the player's account got blocked without the obligation to pay the player in full? Could you please provide us with the evidence?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Hi Stefan,
Thanks for bringing this to our attention.
It's just really unfortunate that we have limited access in checking member's account and that he needs to contact us via email.
We'll assist him from there.
Thank you so much for your understanding.
@jlp618, we're looking forward to hearing from you soon.
Sincerely,
888 Team
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1 year ago
Translation
Hello
Attached is the last response received to my umpteenth question asking for the reason that you still haven't given me. I had never played anything like that in my life, nor is it registered on any website.
u count on us- 888.es
Reference number # 231222-001393
Reply (12/29/2023 10:06 AM)
Dear John,
I'm José Pablo from the Management Department of 888.es
Juan, thank you for letting us know your current situation. We understand that you feel that way and that you want to take certain actions about it.
In this sense, I would like to send you some of the points of our General Terms and Conditions when using our services with your gaming account. Specifically, point 6-6.3:
- "[You undertake not to misuse your Account]... [In the event that after carrying out the pertinent checks we find solid evidence]... [In this case, we will have the power (in addition to the power suspend and/or cancel your account and/or any other account you have with a company in the 888 group), after verifying solid and sufficient evidence, retain all or part of the balance and/or recover from the account the amount of the deposits, disbursements, bonuses or winnings that are in any way related to or arising from the events described in this paragraph, without prejudice to any other rights (including those conferred by common law) that we may exercise against you , whether in accordance with these Terms of Use or otherwise.]
You can find all the information about our terms at the following link:
- https://www.888.es/terminos-y-politica-de-privacidad/terminos-y-condiciones.htm
Without further ado, wish you a very good day, Juan.
Sincerely,
Jose T.
Customer Service Manager
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1 year ago
Hello jlp618,
Could you contact the support via email and let me know which exact point in terms and conditions was breached?
I am looking forward to your response.
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12 months ago
Translation
Hello
This is what I have asked for on many occasions from 888 casino and they have not told me why. They simply refer me to the terms and conditions, where they indicate that they can close the account whenever they want. That's why I'm so outraged. They don't tell me the reason and what I could have failed to do. I have asked for this information from the beginning and they have not provided it to me, so it is impossible for me to be able to tell you anything about what you are requesting.
greetings
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12 months ago
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In my penultimate message I attach the last response from 888 casino where they superficially extract part of the T&C and mention point 6.6.3
Thank you so much.
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12 months ago
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I requested it again and they responded to this on 01-01
Affair
Your account with us- 888.es
Reference number # 231222-001393
Reply (01/01/2024 09:11 AM)
Dear John,
I am José Pablo from the Management Department of 888.es and it is a pleasure to assist you with your query.
Juan, unfortunately this corresponds to a department other than ours and it is not possible for us to provide you with this information.
In the meantime, tell you the following about our terms:
- "[We reserve the right to conduct background checks on any player when necessary]...[The Company is under no obligation to notify the player of such a check]"
In any case, as indicated in the relevant email about account closure, all the information about how we proceed and our general terms are available on our website:
- https://www.888.es/terminos-y-politica-de-privacidad/terminos-y-condiciones.htm
With this email, from our side the matter is settled. In the event that we receive another email from you of a similar nature, there will be no response.
Good morning.
Sincerely,
Jose T.
Customer Service Manager
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12 months ago
Hello jlp618,
It is OK if the casino closes your account without any reason but with an obligation to pay you all the funds. Has the casino intention to pay you your funds?
Dear 888 Casino ES,
Could you specify which term the player violated?
I am looking forward to your response.
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12 months ago
Translation
The casino has indicated to me by email (I have attached the content in previous messages) that the winnings have been CONFISCATED and that they will not pay me. What's more, I requested two withdrawals from which I received the information emails about the request, and within an hour of having made the withdrawal request, the email closing the account arrived. My main complaint is because they keep the balance of the existing account before they closed it if it is mine.
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11 months ago
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.
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11 months ago
Hi jlp618,
I hope this message finds you well.
We appreciate your patience and would like to extend our sincere apologies for any inconvenience caused by the delay in providing you with an update.
We understand the importance of timely information and are actively working to expedite the process. Our team is currently addressing your concern to ensure the highest quality outcome for you.
Please be assured that we are committed to resolving this matter promptly, and we will continue to keep you informed of any significant developments. If you have any concerns or questions in the meantime, please feel free to reach out to us directly at support@888casino.com.
Once again, we apologize for any frustration this delay may have caused, and we appreciate your understanding.
Sincerely,
888 Team
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11 months ago
Translation
Good morning,
The response is a real joke and a tremendous lack of respect. I hope this case is public and many people read it. Do not play at 888 casino. They close the account without reason the moment you win. The response given is a standard and non-personalized response with the sole objective of not violating the deadlines established by Casino Guru.
STEFAN, I appealed to your professionalism to prevent us from being laughed at because when the case ends I will try to spread it as much as possible on social networks. Look, they have to pay little attention… give me my money or tell me the reason for closing the account and what I have failed to do? In my 51 years, I have never played these things in my entire life. I am not registered on any website. The first time was in December and because I received an advertising email and I decided to try it. Thank you so much.
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11 months ago
Dear 888 Casino ES,
Could you cooperate and respond to the above-mentioned question?
"Could you specify which term the player violated?"
I'll be awaiting your reply.
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11 months ago
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.
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11 months ago
Translation
and now what else can be done. Thanks greetings
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11 months ago
Hi,
Based on our relevant team a thorough check has been done to the account and confirmed that the decision made on it including the withdrawal will need to stand, I'm afraid we can't give further information about this as it's only available on the team that handled the account but rest assured that the member was informed about this. We advised the member to reply to the email he received as it will be direct to the team who handles the account.
Regards,
888team
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10 months ago
Hello jlp618,
Has the casino provided you with any information regarding the closure of your account?
I'll be awaiting your reply.
Dear 888 Casino ES,
If you fail to provide us with the necessary information, we won't be able to investigate further. Without providing any evidence, the complaint will be closed as "unresolved" which will lower your rating on our website Casino.Guru.
I appreciate your understanding.
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10 months ago
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.
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10 months ago
Translation
I just don't understand...if they decided to close the account and confiscate the €350 earnings. Millions of people have already decided since they have taken the necessary actions. ALL YOU HAVE TO DO IS SAY IT.
Stefan, is there a government site where I can raise my complaint if the result here is not satisfactory? It seems to me like a blatant Freudian law and a theft of my money.
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10 months ago
Hello jlp618,
Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by and submit a complaint directly to the regulator (https://www.ordenacionjuego.es/es/reclamaciones).
Please let me know once and how they responded (stefan.m@casino.guru).
I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Stefan
