The player from Italy had deposited 400 euros at the 888 online casino, after which her account was immediately deactivated. She had sent her driving license for KYC verification and had been asked for a utility bill or bank statement, which she couldn't provide as the bills weren't in her name. The casino had confirmed her documents were correct but had issues validating them due to different email addresses. The player had decided to close her account and was promised a refund within 48 hours, which she did not receive. She had threatened legal action if her funds were not returned within 24 hours. We had attempted to follow up with the player, but received no response, leading to the rejection of the complaint.
888 Casino IT - Player is facing account deactivation after a deposit.
Amount: €400
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
I just set up an account on 888, and as soon as I deposited my first 400 euros, my account was deactivated. I am familiar with the practices of these unscrupulous companies, and I have already sent complaint emails and screenshots of the incident to my legal office, considering that I read online that 888 is known for such behavior. Could someone kindly within this forum help me to promptly resolve the issue?
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11 months ago
Dear marfeandrea,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the KYC verification?
Have you received any explanation from the casino as to why your account was deactivated? Is the deactivation permanent or just temporary?
When was the last time you communicated with customer support and what was it about?
Please forward any relevant communication between you and the casino regarding this problem to veronika.l@casino.guru. Alternatively, you may post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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 800 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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11 months ago
Translation
Good morning, look, as soon as I created the account I sent the driving license, then I loaded the money, took advantage of the welcome bonus, and just received it; Shortly after, I tried to log in again and it appeared: account temporarily deactivated, I have already written to 888casino, and they replied that they have verified my document and that I now need a bill or bank statement, but the bills are not in my name. I don't think I can share my bank statement, I've never seen anything like this, even my lawyer clearly said that all this is not legal. Also because I was given no reason, no interface, nothing. Can't we dust off this matter by sending the identity card? She was very kind to respond to my complaint, I hope she can help me since I'm really, really nervous about this.
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11 months ago
Translation
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
As part of the standard procedure, the casinos request their clients to provide a bank statement and a utility bill. This is to verify if the address and other personal information you have provided in your profile match the data on these documents.
The casino states directly on the website which documents are requested as part of the verification process:
We may require you to submit some or all of the following documents:
(i) Identity document: to make a withdrawal you must present a photocopy of a valid identity document. An identity document means a passport, driving license or identity card. Send a copy of the document front and back. In particular, we are interested in having the part of your identity document with your photograph in order to carry out our checks. Check that all data in the document is clearly legible.
(ii) Credit/debit cards: front/back copy of the credit card used to top up the account. Please ensure all details are clearly readable so we can check them quickly. For security purposes, please cover the middle eight numbers on the front of the card and the 3-digit security code on the back of the card.
(iii) Proof of address: simply send a copy of a utility bill or credit card statement. The document must be recent and include your full name with the address registered on your account. If you send us your credit card statement, remember to cross out the middle eight digits corresponding to the card number.
(iv) Notarized Documentation: Your documents will need to be notarized by a qualified notary and signed and stamped to demonstrate their authenticity.
Could you please advise if you have already provided any additional documents besides your ID and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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11 months ago
Translation
Miss Veronica, I spoke to the operator who confirmed that the documents sent were correct, they simply had problems validating due to the different emails to which to send the various documents. Having established that I was no longer interested in playing on 888, I was guaranteed a refund with consequent account closure, within 48 hours the manager should have refunded me. It hasn't happened yet, I have already sent the documentation to my lawyer, if my payment is not returned within 24 hours I will proceed to file a complaint against the company and customer service, which treated me like a nullity. Subjugated by the misleading advertising of the promise of a 100x100 bonus, I was invited to pay as much as possible only to then be deprived of the money, for no reason, despite having followed the contractual terms perfectly. Since 888 is not new to certain behaviors, I have already found other deceived users, so I hope not only to be the only one, but to develop a class action against the company. Kind regards CV
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Thank you for your response. Could you kindly advise if the casino sent you the refund?
