The player from Italy reported that after multiple wins from slot games, live casino, and potentially sports events, the casino unexpectedly blocked their account. No explanation or solution had been given and the player sought assistance in resolving the issue. The casino claimed the account did not pass their security checks, but failed to provide specific reasons or evidence. Despite multiple attempts by the Complaints Team to mediate and request more information, the casino maintained its decision without further clarification. The player was advised to lodge a complaint with the casino's license regulator. The issue remained unresolved due to the lack of cooperation from the casino.
888 Casino IT - Player's account unexpectedly blocked after several wins.
Black points: 3990
Amount: €6,047
888 Casino IT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
5 months ago
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10 months ago
Translation
Good Morning,
Today, the casino has chosen to block my gaming account following various wins from slots, live casino, and potentially sporting events too. However, the casino has not provided any explanation, reason, or even a solution on how to proceed with unlocking the account. Please help me as I don't know what to do with all the blocked funds.
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10 months ago
Hello eleonoravissement,
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 use any kind of bonus in the casino? Did you ever withdraw from the casino? 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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10 months ago
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Good morning, yes my account had already been verified weeks ago and since then I have played with it daily. I have never withdrawn anything from the casino and I have never used the bonuses (only the 100% reload bonus) but having always won I have always played with the balance I deposited. I tried to contact the casino to request explanations but the only response is "your account has not passed our control block" the problem is that I have played it really a lot and I am available to find any way to proceed with the unblocking but they don't seem willing to ask for documents for KYC verification but only intend to keep my account blocked for fear that I might decide to withdraw the sum I won
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10 months ago
Thank you eleonoravissement for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello, eleonoravissement!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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10 months ago
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A thousand thanks. I'm also waiting for a response from the casino
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10 months ago
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.
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10 months ago
Hi there Pavel,
Member's account has been escalated.
We'll send an update as soon as we received one.
Sincerely,
888 Team
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10 months ago
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Let's hope because you haven't even responded to me for weeks and weeks now
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10 months ago
I will set the timer for 14 more days and hope that we receive an update much sooner. eleonoravissement, I thank you for your patience.
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10 months ago
Hi eleonoravissement,
We've received an update regarding your account and we'll send you an email regarding this.
We'll also assist you from there.
Thank you so much for your patience regarding this matter.
Sincerely,
888Team
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9 months ago
Dear eleonoravissement,
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
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casino guru ???? what does it mean ? I'm not the one who has someone else's money and I don't want to pay....
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9 months ago
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they keep saying they send an email but I don't see it
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9 months ago
Hi eleonoravissement,
It appears that we've sent you an email regarding the decision with your account.
It has reference number 240106-000747.
We're terribly sorry for the inconvenience.
Sincerely,
888 Team
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9 months ago
eleonoravissement, are you still not seeing the e-mail? Please, check spam and other folders, if it is missing.
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9 months ago
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Yes, I read your scandalous, almost denunciatory email. You blocked my account without any clear reason, you did not give any date of a possible unblocking or way to proceed with the unblocking. An email like this should be reported to justify the blocking of a casino account with all that money loaded. I demand that the reasons and possible resolutions for unblocking my account be publicly displayed here
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9 months ago
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To ensure that the casinoguru community reads how ridiculous you are and to the limit of the law, I forward the email you sent to me to show that in this email there are no timescales or methods of resolution. This means that it can take 10 days or 1 year and this is not fair to me in the slightest. Having said that, I ask the casino for more explanations and more indications on how to proceed with the unlocking in a suitable time frame. Otherwise I will open a ticket with adm and I will evaluate how to proceed on the legal front for embezzlement
"Dear Eleonora,
I will contact you regarding your reactivation request.
Your account did not pass our routine security checks which led us to block it, so your account will remain restricted.
This is a discretionary decision and, as stated in our Terms and Conditions, we reserve the right to suspend your membership and therefore, in accordance with these conditions, your account with ourselves has been blocked as it is currently under investigation.
During this period no further transactions will occur on this account and any future accounts you open will be blocked and their deposits may not be refunded.
I trust in your understanding and collaboration and I take this opportunity to wish you a wonderful day!
If you need our assistance for this or any other reason, do not hesitate to contact us or visit our support page which you can find by clicking on https://888-external-it.custhelp.com/app/ home/p/269/p/269
Best regards
Madalina S.
Customer service
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9 months ago
eleonoravissement, I understand that you are surprised and frustrated, but I would like to reassure you: such checks are usual in casinos and, unless you have breached any of terms, it should be relatively fast (from my experience - multiple days, but that can be extended). I ask you for the patience and hope that security check will be finished as soon as possible and there will be no problems with it.
Also, do not worry - I will keep the complaint opened until you receive all your funds successfully.
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9 months ago
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OK, can we at least know what they are investigating? which is not clear to me and I need to understand if I should worry or consult a lawyer
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9 months ago
In my opinion, you should not worry as soon as you have not breached any terms in this casino. During such verification checks casino usually take a look at your documents, bank statements, transactions and style of play. Mainly, it is done to separate normal players from bonus abusers or money launderers.
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9 months ago
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ah ok and how long do these checks last?
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9 months ago
Usually, they go on as long as a couple of weeks, sometimes longer, but, given that this timeframe has already been exceeded, I would like to ask the casino if there is a reason for it.
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9 months ago
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.
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9 months ago
Hi there,
Upon checking the player's concern, our security team is still doing checks and account is still under investigation. We highly appreciate your patience in this matter. Our relevant team will reach out to you via email once the investigation is done.
Kind regards,
888 Team
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9 months ago
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Excuse me though, you've been doing checks for 2 months now. Can we know what checks you are carrying out? you didn't ask me for a document, you didn't ask me a question, you didn't write me an email with explanations. You pocketed my winnings in a nutshell. Keep the money locked in my account hoping I forget about it. I want explanations, I don't think that in two months you haven't managed to take a look at my documents. You are just thieves who use the money of winning players to guarantee you a secure loan and until you have it you block the accounts. you are truly scandalous. It's scandalous that I wrote to you twice a week on your email to get explanations and you never replied to me, you never counted me. what a shameful mess you are
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9 months ago
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two months to verify the documents that you didn't even ask me for
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9 months ago
Hi there,
We want to express our sincere apologies for any inconvenience caused by the delay in our investigation process. We understand that you may be eager for a resolution, and we appreciate your patience during this time.
Our team is actively working to address the matter, and we want to assure you that we are doing everything in our power to expedite the investigation.
Unfortunately, it is taking longer than usual, and we want to extend our apologies for any frustration this may have caused.
Thank you for your understanding, and we appreciate your continued patience as we work to resolve this matter.
Sincerely,
888 Team
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9 months ago
Hello, 888 Team!
We usually can understand such long timeframe required for the security check, but we need to know the reason behind it. Please, provide the explanation to my e-mail: pavel.k@casino.guru.
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8 months ago
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shame shame shame! not even an excuse do they deign to give us, months and months waiting for my money unjustly withheld by these criminals
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8 months ago
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Now these thieves don't even answer anymore. when you win then they disappear. they block your account, they don't reply to you in chat for hours and hours and then let the chat session expire, they copy and paste the usual message via email. They are to be reported. lower the score for these thieves
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8 months ago
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Can you help me contact a lawyer to report them? what should I do? and then how much does it cost? and then if I win, do they have to pay my lawyer or do I have to?
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8 months ago
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.
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8 months ago
eleonoravissement, unfortunately, we do not dispose of such information. Our service is based on providing platform, on which players and casinos can communicate. Therefore, we cannot give you any advice regarding lawyers or any such things. However, you can lodge a complaint with the casino's license regulator - ADM https://www.adm.gov.it/portale/contatti. If you will do so, please, redirect the mail that you will have sent them to me: pavel.k@casino.guru.
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8 months ago
Hi Pavel,
Thanks for reaching out. Upon checking the member's concern, I can see that an email has been sent to player with regards to the decision made on his account. Unfortunately, account will remain restricted due to business decision and member was informed via email. The member failed our security checks which have led us to discontinue his membership. Thanks for understanding.
Kind regards,
888 Team
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8 months ago
eleonoravissement, can you mention the reason for the account restriction? It will be better if you resend the casino's e-mail to mine: pavel.k@casino.guru.
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8 months ago
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Your membership
Dear Eleonora,
This is the 888 operations team and we are contacting you regarding your account with username viseEleonora.
Your account did not pass our routine security checks which has led us to block it as it is currently under investigation.
This is a discretionary decision and, as stated in our Terms and Conditions, we reserve the right to suspend your membership and therefore, in accordance with these conditions, your account with ourselves has been blocked as it is currently under investigation.
During this period no further transactions will occur on this account and any future accounts you open will be blocked and their deposits may not be refunded.
Best regards,
The Operations Team
Here is the only communication and motivation provided from December 13th to today
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8 months ago
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but from what I read there is no written reason or anything, so 888 what are you referring to when you talk about an email sent to me with all the specifics of the case in this regard?
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8 months ago
888 Team, unless you provide us with the evidence that will confirm player's breach of terms, we will close this complaint as unresolved, which may affect the casino's safety index.
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8 months ago
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.
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8 months ago
Hi Pavel,
As much as we want to provide such information, we cannot disclose the reason for failing the checks. I can assure you that our relevant team checked the account intensively before coming up with this decision. I highly suggest that member should coordinate with us via email or live chat to explain this further. Thanks for understanding.
Kind regards,
888 Team
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8 months ago
Thank you, 888 Team.
eleonoravissement, please, communicate with the casino via mentioned means and forward all communication to my e-mail: pavel.k@casino.guru.
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8 months ago
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what should I tell him? they will reply to me as they have already done 10 times both here and via email telling me that I have not passed security checks etc but without giving any concrete reason, we have been stuck in this situation for months casino guru...
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8 months ago
Please, request the reason for not passing the security check and any proof if available. We would need that to determine our position on the situation.
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8 months ago
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they sent me the same copy and paste message again from the script
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8 months ago
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.
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8 months ago
eleonoravissement, well, unfortunately, it seems like there is nothing more I can do to help you. The last thing that you can try is to file a complaint with the regulator. Players wishing to make a complaint regarding an operator that they feel has violated ADM regulations must first download the relevant document and complete the complaints and suggestions form. The form should then be submitted to Giochi.reclami.online@aams.it. The regulator will respond within 30 days, investigate the situation and take any action deemed appropriate.
If you will decide to file this complaint, please, let me know by sending e-mail that you will have written to the regulator to pavel.k@casino.guru. I wish you all the best!
Respectfully,
Pavel K
Casino Guru Team
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5 months ago
Player has asked us to add this message to the thread:
„I would like to add, for the casino guru community, to avoid this casino because even after having proceeded with a warning to comply with art. 154 of the Italian law the casino has no response, has not approved my documents and not even the video of me entering the my paypal account...."
