The player from Italy had won a substantial amount while playing and had requested withdrawals. However, after confirmation, her account was temporarily deactivated, and the winnings were returned to an inaccessible account. She was unable to contact support for assistance. The Complaints Team had attempted to resolve the issue by reaching out for additional information and extending the response time, but the player did not respond. As a result, the complaint was rejected.
888 Casino IT - Player's account is closed after withdrawal request.
Amount: €200,000
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Hello, last night while playing a slot machine, I won a substantial amount and requested withdrawals for my winnings. After making the withdrawal requests, I received confirmation emails for these requests. The problem is that my gaming account was then temporarily deactivated, and I got emails saying the money was sent back to the account which I can't access. I am unable to contact the site's support because I can't find an email or any contact information. How can I resolve this situation? I kindly await a response from you experts, thank you.
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1 month ago
Hello ShanaChanel,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino IT. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
The account has been verified since October 26th and the accumulated winnings were made with real money. In addition to the emails that were sent to me for the withdrawals that occurred, they sent me another email today that proceeded to suspend the gaming account to proceed with checks relating to the gaming activity recently detected.
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1 month ago
Hello ShanaChanel,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
Did they specify the exact reason for blocking your account?
Awaiting your response.
Regards,
Nick
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1 month ago
Translation
Hi, I have sent email as requested above
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3 weeks ago
Hello ShanaChanel,
According to our recent communication, your account should now be active, though the balance has been removed. Did the casino specify what malfunction occurred? Additionally, could you let us know which game you were playing?
If possible, please forward your betting history to my email for further review.
I look forward to your response.
Best regards,
Nick
