The player from Italy had been attempting to communicate with the casino to unlock his funds and close the account, an issue that had been ongoing since July. The casino had not been responsive or cooperative. Despite passing the casino's KYC check, his account remained blocked. We asked for additional information to understand why his account was blocked, but the player did not respond. Consequently, we were unable to investigate further and had to reject the complaint.
888 Casino IT - Player’s account and funds remain locked.
Amount: €200
888 Casino IT
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Translation
Good day, despite numerous attempts to communicate with the casino, my funds are still locked and they won't let me close my account. I am desperate because this situation has been ongoing since July and they are not willing to cooperate, to the point that they are not responding to me in any way.
Automatic translation:
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1 year ago
Dear ubertomatteo68,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 888 Casino. 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 at this casino?
Do I understand correctly that you requested your account to be closed?
Could you kindly explain in more detail why your funds have been locked?
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
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1 year ago
Translation
Good morning, I think I passed the casino's KYC check since all the documents I sent were accepted. However, I have been waiting since August for my gaming account to be closed and for my money to be credited back because I am tired of having a blocked account that is not being unblocked in any way. Furthermore, the casino isn't very helpful because after several reports via chat and email they still don't respond to me or give me assistance in closing my gaming account.
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1 year ago
Translation
Yes, exactly, I asked for my gaming account to be closed because the casino blocked my account in July and I was unable to unblock it in any way.
Automatic translation:
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1 year ago
Could you please specify why your account was blocked? Have you received any explanation about the block from the casino? If so, please forward any relevant communication between you and customer support regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
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12 months ago
Dear ubertomatteo68,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Translation
My account was blocked after playing in August and since then I have continuously written to the casino trying to ask what documents I need to provide to unblock it but so far they have not provided me with any requests on how to proceed. I wanted to ask if you could contact them so that they can reply to me and tell me how to proceed with the unlocking
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11 months ago
Did you receive an email from the casino explaining why your account was blocked? If you did, please forward it to veronika.l@casino.guru. Alternatively, you can post screenshots here. It's important that we have as much information as possible to help you confront the casino. I appreciate your cooperation.
