888 Casino ES - Player's account is closed without reason.

Hello, in 2023 this casino permanently blocked my account without any reason, right after I made 2 withdrawals totaling 800 euros. I'm writing now because I wasn't aware that you helped with such issues. Those shameless people say that if I haven't read the terms, they can block accounts without any reason whenever they want... incredible, they're the biggest scammers I've ever come across. If anyone could help me, I would appreciate it. Thank you!

Dear antoniojose1903,

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 clarify when exactly your account was closed?
• Which games did you focus on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you have not received the remaining winnings? Did you accumulate your funds 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,

Kristina

Hello! As it was a while ago I looked carefully at all the emails and everything else and I have to say that I was wrong about the amount, I made a first withdrawal of 80 which was accepted and on the 2nd out of 379 exactly they blocked my account, they closed my account in October, almost 1 year ago, I only played live roulette... no other games, and it was in my first week of play, and no bonuses, everything was mine, thank you!!

Thank you very much for your reply, antoniojose1903. Do I understand correctly that the casino didn't provide any explanation regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, I've already sent you 2 screenshots by email, but I'm sending you the important one here, thanks.

Thank you very much, antoniojose1903, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Thank you very much, I wish it were so... I only ask for what is mine

Hello antoniojose1903,

I'm Michal, and I have taken over your complaint. I have reviewed your case and while your account was closed nearly a year ago, I will reach out to the casino to shed more light on this matter.

We would like to invite 888 Casino ES to join the conversation.

Dear 888 Casino ES,

Can you please clarify why was the player's account closed and the withdrawal not processed without any reasonable explanation? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Hi Michael, perfect! Yes, 9 or 10 months ago, they told me, as you can see, that they were closing it because they could do it whenever they wanted, no reason, the only thing that happened is that I won 379 euros....they told me that they closed my account but when I try to log in it says it's a temporary block...so I would like them to be legal, I would get the 379 or remove the block and I can keep playing with them despite everything...thank you very much friend

Hi Everyone,

We deeply apologize for the delay on our response here. I can confirm that member was informed regarding the decision on his account. Based on a thorough review of both of our Management and security team they decided to close the account. The checks that has been done on antoniojose1903 account was part of our normal regulatory process that we follow.

I've double checked this again now and confirmed that the status of the account will remain . We deeply apologize if this caused any inconvenience but we truly appreciate your patience and understanding regarding this matter, thank you.

Regards,

888team

Yes, of course you informed me that the account had been closed... but for no reason! Just because I wanted to withdraw my money, come on scammers, have fun scamming. 888casino

Hi antoniojose1903,

Thank you for your response, we're deeply sorry if you feel this way. We can't provide you with the specific reason of the decision made on your account since only our Management team decides on this. But we made sure to follow our terms and condition plus the regulatory requirements that was set by the gambling commission in doing this checks and in ending up with the decision on your account.

We understand how you feel but I'm afraid that the decision regarding your account is final. We appreciate your understanding. Thank you.

Sincerely,

888team

Hahahahaha scammers!

Dear 888 Casino ES,

I recognize that the casino has the right to close accounts at its discretion. However, it's important that all financial obligations are met before doing so. If the player's winnings were legitimate and no rules were breached, the funds in their balance should have been paid out. Could you please clarify why this has not been done?

👏👏👏👏 that's right Michal, in fact I had 2 withdrawals made, one of 80 and another of 379, because they blocked me for no reason but nevertheless after talking several times they gave me the 80 but why not the 379? It's very clear my friend.... They laughed in my face and to this day they continue to do so, thanks Michal!

Hi everyone,

Based on the notes and checks on the account put by our management team, this was already considered and thoroughly checked but I'm afraid they still ended up with the decision to keep the funds on the account and keep the account closed.

I'm afraid we can't give further details on this as only our Management team has access to the checks that's been done on the account but we made sure that an email was sent to our member indicating the decision. Hope this helps, thank you.

Regards,

888team

The verifications are fine, otherwise they would never have accepted another withdrawal, right? For the 80-dollar one it was fine, but for the large withdrawal the verification is no longer fine? Hahaha, you are very funny, apart from being scammers, the verifications are perfect! Because I have everything in order, don't invent more!!!

And if you can do more but you don't want a bunch of lazy people... talk to the real boss and you'll see how they give me my money back.

Hi antoniojose1903,

Again we deeply apologize for the inconvenience caused by this. We understand how you feel but rest assured that before ending up with the decision made on your account, regulations has been followed carefully and accordingly. We hope for your kind understanding.

Sincerely,

888team

Ok, so if that's the case then that's what I thought, you are the most fraudulent online casino in Spain, if someone gives everything they ask for and has everything in order, what reason is there to block it forever? I forgot about winning 560 euros 😒👎

888 casino = SCAMMERS

Dear 888 Casino ES,

I would like to reiterate my understanding that the casino holds the authority to close accounts as it sees fit. Nevertheless, it is crucial that all financial responsibilities are fulfilled prior to such actions. If the player's winnings are indeed legitimate and no regulations have been violated, it seems unjust to retain the player's funds without a proper rationale or explanation. I would appreciate your clarification on this matter, or preferably, the release of the withheld funds to the player.

Michal, I didn't break any rules... I only played roulette or anything else and always with a lot of respect, until they told me that they weren't giving me my money for no reason... I'm 33 years old and I have my values, I'm not a brat, Michal, I want to say in advance that thank you very much for everything, you are a person with values, thank you!

Hi antoniojose1903,

Thank you for your understanding throughout this process.

I appreciate your patience and the respectful manner in which you've communicated your concerns.

I want to clarify that, after a thorough review, the decision regarding your account is final and unfortunately, there are no further steps we can take in this matter. We understand this is not the outcome you were hoping for, and we genuinely regret any frustration this situation may have caused.

If you have any additional questions or need further assistance with any other matters, please feel free to reach out.

Thank you once again for your understanding.

Sincerely,

888team

Michal, don't you think that they use copy and paste and don't even listen to what you say? It's shameful.

Dear 888 Casino ES,

I'm sorry but the responses received from you do not meet our expectations for sufficiency. We hold the view that a matter as serious as withholding funds from players requires substantial justification. The rationale of a "Management team decision" does not constitute an adequate explanation. This stance contradicts the principles of a fair approach that is anticipated from a reputable establishment such as 888 Casino. I kindly request your clarification on this decision even in a private email to michal.k@casino.guru

Currently, I find myself unable to concur with your decision, and regrettably, I will be forced to classify this case as unresolved due to the lack of a comprehensive explanation.

👏👏👏👏

Dear Michal,

Thank you for reaching out and expressing your concerns regarding the situation. We understand that this matter is important to you, and we appreciate the opportunity to address your request.

As much as we would like to provide further details, please note that account restrictions and the withholding of funds are actions taken in strict accordance with our Terms and Conditions, which every player agrees to upon registration. These actions are not taken lightly and are thoroughly reviewed by our Management team. However, we regret to inform you that we are unable to disclose the specific reasons behind such decisions.

We understand that this may not be the answer you were hoping for, but our decisions are made with the intention of maintaining the security and integrity of our platform. Should you wish to review our policies, they are clearly outlined on our website under the Terms and Conditions section.

We appreciate your understanding and hope this clarifies our position on this matter. Should you have any further questions, please feel free to contact us directly.

Sincerely,

888 Team

While we would like to provide more details, please note that account restrictions and withholding of funds are actions taken in strict accordance with our Terms and Conditions, which all players agree to upon registration. These actions are not taken lightly and are thoroughly reviewed by our management team. However, we regret to inform you that we cannot disclose the specific reasons behind such decisions. LOLOLOLOL LOLOLOL! I made the withdrawal and you blocked me that same day, no thoroughly reviewed actions...apart from being scammers, don't be liars too, 888 casino doesn't

Dear 888 Casino ES,

I appreciate your responses; however, they still do not align with our expectations regarding thoroughness. We believe that withholding funds from players is a serious issue that necessitates a robust justification. The explanation provided, citing a "Management team decision," falls short of what we consider an adequate rationale. This approach seems inconsistent with the standards of fairness we expect from a reputable organization like 888 Casino. I would be grateful if you could provide further clarification on this matter, even if it is through a private email to michal.k@casino.guru. At this moment, I find it not possible to agree with your decision, and unfortunately, I will be forced to classify this case as unresolved due to the absence of a reasonable explanation. Once again, I would like to ask you to provide further clarification on this matter.

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.

Dear antoniojose1903,

I have been in contact with the casino team even outside of the complaint thread. Although I have not received answers to basically most of my questions, this was the last response from the casino team to me:

Hi Michal

remember we do not advise third parties of specific information of accounts.

I assure you we have acted inline with our t.c of the user agreement and not withheld any funds on the account with username Sevillano32 - last wd was paid - 9/4/2024 09:59:53 AM

if any issues going forward player can email - quejas@888.es

Paul G

Senior Team Leader | 888 | WH

Can you please confirm that you have received all of your withdrawals?

Good afternoon Michal, I just looked at it and it's true that they have finally deposited my money, thank you very much, you are the best👏

Hello Antoniojose1903,

We are glad to hear that your withdrawal has been successfully deposited. Your patience throughout this process is greatly appreciated.

If you have any further questions or need additional assistance, don’t hesitate to reach out.

Sincerely,

888 Team

Great news, Antoniojose1903. I'm glad I was able to help. Can I now close your complaint as resolved?

Yes friend, thank you very much!

Dear antoniojose1903,

Thank you for your confirmation. We’re glad that our intervention helped to resolve the situation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino.Guru