The player from Italy had submitted their documentation to the casino for verification a month prior. Despite a confirmation email from the casino that promised a response within 72 hours, no response or account reactivation had occurred. The player had been using the casino for a month, engaging in sports betting and slots/casino games. The casino had requested documentation related to the player's deposit card and identity verification, which the player had provided. The casino had claimed to be reviewing the request to reopen the player's account, but the player's account had remained inaccessible. The casino team should have contacted the player directly if anything else would be needed to reopen the player's account and it looks like the issue was solved. The player had not responded to our latest inquiries, hence, we could not proceed further. The complaint was therefore rejected because the player had stopped responding.
888 Casino IT - Player's account remains inactive a month after document submission.
Amount: €1,000
888 Casino IT
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Good day,
It has now been a month since I sent my documents to the casino, who sent a confirmation email stating that I would get a response within 72 hours. However, a month has passed and I haven't received any response, plus no one seems to care about reactivating my account. What am I supposed to do? Apart from sending all the required documents, I don't know how to proceed further. I kindly await a response and assistance to resolve this dispute which seems never-ending. I trust in your assistance to establish contact with the casino.
Dear rubenEccli,
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 were you a player of the casino and when exactly was your account blocked?
- What was the reason for deactivating your account and how did the casino inform you about it?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve your current balance 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,
Tomas
Dear rubenEccli,
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.
Hello, my account has been blocked since the beginning of June. the reason for the block was not provided by the casino. Only a series of documents were requested to unlock the account only after providing them to the casino the situation did not unlock. I have reached my current balance with the bonus now over. I don't know how to move because I can't do more than send the requested documents
Thanks for your message.
- Could you please advise how long you were a player of the casino before your account was blocked?
- Was your account verified previously?
- Which documents have been requested from you in order to reactivate your account?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
I'll await your reply.
Hello, I had been a casino user for a month and my account had all been verified. I did some sports betting and some slots/casino play during my casino unlock time. The requested documents were related to my card with which I deposited and documents for verifying my identity (identity card). but still nothing to date they don't answer me, they don't close my account or they don't unlock it. I'm quite desperate because I don't know what to do anymore. Please help me with the casino. I am super available to send any type of document but I hope that the dispute will be resolved before October (since it has already been going on for two months without results)
Thank you very much, rubenEccli, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello rubenEccli,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite 888 Casino IT to join the conversation.
Dear 888 Casino IT,
Can you please provide us with information on why the player's account is still not accessible, despite the fact that the player has sent you the required documents?
Hi Ruben!
Upon checking your account, I can see that your request to reopen your account has been forwarded to our relevant team for review. Our team will reach out to you via email if the review is done. Thanks for understanding.
Kind regards,
888 Team
I hope to hear back from you this time since you told me the same back in June
Hi Ruben,
We understand this can be very frustrating and this indeed may take some time.
However, rest assured we'll do our best to get this sorted as soon as possible.
You will be notified as soon as we get an update regarding your account.
Sincerely,
888 Team
Thank you for your response, 888 Team.
Dear Ruben,
I fully understand your dissatisfaction with the waiting, but sadly, gathering all the necessary information takes time. Unfortunately, there is not much else to do here but just wait. Please be assured that once there is a development, you'll be immediately informed. At the moment, I kindly ask you to be patient.
Dear rubenEccli,
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.
I have been kindly patient since June. Every time they pretended not to have received the documents so I ask here for confirmation in the chat that the casino has all the required documents and is only verifying them. I don't want to find myself having to send everything again in a month because they will again pretend they didn't receive something
Hi,
We've now forwarded this to our Italian Support to help review your account. You should receive an email from them once they have an update,thanks.
Regards,
888team
ok but my question is, do you have all the required documents? did you receive them?
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 rubenEccli,
We do apologize as we don't have an access to check the documents on our end, this can only be done by our Security team. No worries they should send an email to you once they're done checking the documents. They should inform you if all documents are accepted or other documents are needed, thanks.
Regards,
888team
Dear rubenEccli,
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.
Dear rubenEccli,
Was the casino able to sort out the issue? Can we consider your complaint resolved?
Although it seems as though this issue has been solved with the casino team, 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.
Best regards,
Michal
Casino Guru
