The player from Italy had their gaming account blocked without explanation since September 3rd, due to "routine security checks." Despite multiple emails and contact with chat support, she received no clear information and was frustrated by the lack of communication. We clarified that the casino had the right to restrict or close accounts without reason, and since no winnings were confiscated or balances withheld, the complaint was closed.
888 Casino IT - Player's account remains closed without reason.
Amount: €10
888 Casino IT
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Good evening, I am writing to you because on September 3rd my gaming account was blocked without any explanation. I received a single email that morning saying that the account was under investigation because it had not passed "routine security checks" and therefore there was an ongoing investigation. I have sent multiple emails but have not received any response. Over the weekend, I contacted chat support, but it was pointless. They only told me that the checks would take 5 days and that, since it was a managerial decision, they couldn't provide any explanations.
I find it absurd to be blocked from one day to the next and be ignored despite sending emails. The five days have passed, so I am reaching out to you because, after searching some keywords online, I found similar cases on your site. Fortunately, I didn't have a large balance, but I would still like my account to be unblocked. I am sure I have not violated any rules. Thank you for your attention.
Automatic translation:
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2 months ago
Dear Calinella,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino IT.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long have you been a player of the casino?
- Have you made any deposits in the casino?
- Have you completed account verification previously?
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,
Tomas
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2 months ago
Translation
I have been a player since October 2020 and have never had any issues before. I make regular deposits and have verified my account and always provided all the required documents.
Automatic translation:
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2 months ago
Thanks for your patience.
Could you please share the email from the casino support with me? Send it to my email at tomas@casino.guru
Did the casino confiscate any winnings or recent deposits as a result of their unilateral decision to block your account?
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2 months ago
Translation
No, nothing was confiscated, at least I think so. I forwarded the email to the address indicated.
Automatic translation:
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1 month ago
Thanks for your email and confirmation.
Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Without withholding any balance or confiscating any winnings we won't be able to pursue your case and the complaint will be closed accordingly.
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
