HomeComplaints888 Casino IT - Player's account remains blocked despite document submission.

888 Casino IT - Player's account remains blocked despite document submission.

Amount: €1,402

888 Casino IT
Safety Index:High
Submitted: 11 Jan 2024 | Case closed : 07 Mar 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

8 months ago

The player from Italy had his casino account blocked for several months. Despite having promptly completed the required document submission, the casino had not responded and seemingly disappeared. The player was unable to reach them for further assistance at that time. The Complaints Team had attempted to mediate the situation by asking for further details and extending the timer for the player's response. However, due to the player's lack of response, we were unable to investigate further and had to reject the complaint.

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9 months ago
Translation

Good day, my casino account has been blocked for several months now. They rightly asked for some documents which I promptly uploaded, but nothing, they disappeared. They do not respond to either emails or support tickets opened on their website. I don't know how to contact the casino anymore to proceed with the reopening of my gaming account. I am available to send any document for KYC verification but I don't know how to get in touch with the casino. Please help me because I have been waiting for months now. (PS. I have already uploaded literally every type of document so I don't think there are problems with the documents but I think the casino is just ignoring me, a behavior that I find very disrespectful from my point of view)

Automatic translation:
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9 months ago

Hello paoloCaste,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? 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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9 months ago
Translation

they didn't accept the documents, but they tell me that they don't even receive them even though I sent them both via email and via the website and they even responded to me (via email), they haven't responded to my emails for weeks, it's impossible to communicate with us or pass a check without their collaboration

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9 months ago

Hello paoloCaste,

Can you please forward the e-mails you sent to the casino for document verification to nikolas.b@casino.guru?

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9 months ago
Translation

this morning after months and months they unblocked my account, now I tried to withdraw, let's see if they accept it

Automatic translation:
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9 months ago

Hello paoloCaste,

Please let us know within a week if the payment arrived, until then we will be waiting for your response.

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9 months ago

Dear paoloCaste,

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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9 months ago
Translation

hi sorry but nothing yet the casino I don't understand what he wants but he doesn't pay

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8 months ago

Hello paoloCaste,

Can you please forward a screenshot of the pending withdrawal and the communication between you and the casino to nikolas.b@casino.guru?

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8 months ago
Translation

I was actually cancelled, can I request a new one? communications from the casino nothing except automatic emails where they say they will reply to me in 72 hours but then they never reply

Automatic translation:
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8 months ago

Hello paoloCaste,

You can try to request a new one and please let us know within a week if it's been processed or canceled again.

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8 months ago

Dear paoloCaste,

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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8 months ago

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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