888 Casino IT - Player's account is blocked.

Good day, I am seeking your assistance as the casino has blocked my account and I am not sure what to do next since they are not communicating with me. I have tried several times to ask what I can do to unblock my gaming account, but to no avail. I am requesting your most urgent intervention so that the casino can communicate with me about unblocking my account.

Dear terePati,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 888 Casino.

Could you please advise if you successfully passed the identity verification in this casino?

Have you received any explanation from the casino as to why your account was blocked?

When was the last time you communicated with customer support and what was it about?

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

I quickly passed the check then the suspension and no response I am uncontactable now

Thank you very much, terePati, 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 terePati 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 this player's account blocked and what can we do to help resolve this issue.

Thank you!

Hi There,

It appears that terePati's account is under security check.

There's an ongoing investigation with the account.

We understand this can be very frustrating, however, rest assured we're doing our best to get this sorted as soon as possible.

Sincerely,

888 Team

Thank you for the update 888 Casino IT, please keep me informed about any further developments.

Thank you in advance!

Good morning, but what investigation? I didn't do anything wrong. I played and won but also lost money. They don't just want to proceed with the payment

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.

Hi there,

I'm afraid the information regarding the checks are now available to us, this is only available for the relevant team that's doing the checks. We advise to please contact our support team directly if you wish to know more specifics on this, you may send an email to support@888casino.com.

Regards,

888team

Thank you 888 Casino IT Team for the update. I have contacted the email and am awaiting a response.

Thank you for your cooperation!

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.

Hi, can you help me send a warning to the casino or ADM report? how can I do ? Do I have to consult a lawyer? They've been talking about checks for 2 months that they don't explain anything about and keep everything hidden, it's clear by now that they don't want to pay me

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 (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) and submit a complaint to them. 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