888 Casino IT - Player's account blocked after deposit.

Good morning,

I registered with 888 Casino and deposited 980 euros. Immediately after my deposit, my account was blocked for unknown reasons, and I was asked to provide certain documents. I promptly submitted these documents, but now the casino has stopped communicating with me. I am unsure of what to do, as my account remains blocked and they have not been responding to the emails that I have been sending for the past two weeks. Please help me.

Dear matteGhe,

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 in the past?
• Did you engage in any gameplay in this casino or this was your first deposit?
• 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

Good morning, I registered on 888 on January 16th and immediately after depositing my gaming account it was blocked without explanation. Immediately after the blocking they asked me to provide documents which I promptly provided but nothing seems to move them to unblock my account. In addition, the casino provides a support email ( supporto@888.it ) which doesn't work so I don't really know what to do. In the period between the deposit and the blocking I did not make any movements on my gaming account

is there any news? the casino continues to ignore me

Hello matteGhe,

Would you mind forwarding the documents you provided to the casino for verification purposes to petronela.k@casino.guru as well?

Thank you.

Sure

Hi, let me know that I opened this complaint some time ago, how does the casino communicate with you?

I've been open for 10 days and more, make a complaint here, I'm starting to wonder what it's for, the casino doesn't respond, but neither do you.....

Hello matteGhe,

Just because I don't respond the very next day doesn't mean I'm unwilling to assist you. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 900 complaints simultaneously, necessitating thorough investigation and analysis for each case.

• Can you please specify which documents were requested from you to verify your account? The only document you have forwarded to me is the Internet bill. Was there anything else requested from you?

Thank you.

no just that invoice, which I still haven't received a response to after weeks of sending it, the casino simply doesn't respond to my emails and the live chat doesn't work either

Greetings,

is there any news?

I'm sorry for the late reply. Thank you very much, matteGhe, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you matteGhe for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 888 Casino IT for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Good morning, there has been some news. I proceeded to send the casino: a telephone bill, proof of a bank account and then the official residence document issued by the state but even to that the casino replied that they want a different one because they have a different address. When I am sure in registration that I have entered my address. I really don't know what to do anymore because they don't even accept proof of residence issued by the Italian state anymore.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli and submit a complaint to them. To contact the gaming authority you must first download the relevant document and complete the complaints and suggestions form. The form should then be submitted to Giochi.reclami.online@aams.it. The regulator will respond within 30 days, investigate the situation, and take any action deemed appropriate. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter