888 Casino IT - Player's account remains inactive a month after document submission.

Buongiorno,

ormai è un mese che invio i miei documenti al casinò che invia la mail di ricezione con scritto che riceverò risposta entro 72 h ma ormai da un mese non ricevo risposta e nessuno si preoccupa di riattivarmi il mio account. Come posso fare? Io più che inviare tutti i documenti richiesti non so come muovermi. Attendo gentilmente risposta ed aiuto per concludere questa diatriba che ormai sembra senza fine. Confido nel vostro aiuto nel mettermi in contatto con il casinò

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.

Buongiorno, il mio account ormai è bloccato da inizio giugno. il motivo del blocco non è stato fornito da parte del casino. Sono solo stati richiesti una serie di documenti per lo sblocco dell'account solo che dopo averli forniti al casinò la situazione non si è sbloccata. Ho raggiunto il mio saldo attuale con bonus ormai finito. Non so come muovermi perchè più che inviare i documenti richiesti io non posso fare

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.

Buongiorno, ero utente del casino da un mese ed il mio account era stato tutto verificato. durante il mio periodo di sblocco nel casinò ho effettuato alcune scommesse sportive e alcune giocate alle slot/casinò. I documenti richiesti sono stati inerenti alla mia carta con la quale ho depositato e documenti per la verifica della mia identità (carta di identità). ma nulla ancora ad oggi non mi rispondono, non mi chiudono l'account o non me lo sbloccano. Sono abbastanza disperato perchè non so più cosa fare. La prego mi aiuti lei con il casinò. Io sono super disponibile ad inviare ogni tipo di documento ma spero che la controversia si risolva prima di ottobre (dato che sono già due mesi che va avanti senza risultati)

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

spero di ricevere una vostra risposta questa volta dato che mi avete detto lo stesso a giugno

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.

Io sto gentilmente pazientando da giugno. Tutte le volte hanno fatto finta di non aver ricevuto i documenti quindi chiedo qui conferma in chat che il casinò abbia tutti i documenti richiesti e che però li stia solamente verificando. Non voglio trovarmi tra un mese di nuovo a dover inviare tutto perchè faranno di nuovo finta di non aver ricevuto qualcosa

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 ma la mia domanda è, avete tutti i documenti richiesti? li avete ricevuti?

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