HomeComplaints888 Casino IT - Player’s account has been temporarily blocked.

888 Casino IT - Player’s account has been temporarily blocked.

Amount: €200

888 Casino IT
Submitted: 19 Jan 2025 | Case closed : 04 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Italy found her account temporarily blocked with no clear reason, despite having logged in and played without issues the previous day. She had not requested any withdrawals or made recent deposits, and customer support had not provided satisfactory answers. The Complaints Team extended the communication period but ultimately rejected the complaint due to the player's lack of response to inquiries and requests for further information.

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Translation

My account has been blocked for no apparent reason. Yesterday I logged in and played without any issues, but today when I tried, after entering my ID and password, it says my account has been temporarily blocked. I haven't requested any withdrawals and haven't made any deposits recently. Customer support hasn't provided the answers I was looking for.

Automatic translation:
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Dear justzack12,

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.

  • Do I understand correctly that you had €200 (dispute value) in your casino account before it was closed?
  • Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
  • Did you accumulate your winnings 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

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Translation

Yes, I had approximately €200/210 in my account and I only played Blackjack and a few slots to use the free spin bonus I was given.

My winnings were also accumulated thanks to the free spins bonus.

Automatic translation:
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Thank you very much for your reply, justzack12. 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.

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Dear justzack12,

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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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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