888 Casino IT - Player's winnings are confiscated and account is blocked.

I registered on March 3, 2023, and my account was verified on March 4.

On March 5, I made a deposit and took advantage of the welcome bonus. I played various casino games, both live and slots, ending with a real balance of 2629.12 euros. On March 6, due to my good winnings, I decided to withdraw 629.12 euros. They asked for new documentation which I provided, but they didn't pay me and they blocked my account on March 13. Since then, their responses have always been the same - the account is under investigation and they would let me know, but I have heard nothing more.

Dear lucyale81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which games you’ve been playing (live casino games, slots, or sports betting)?
• If there’s any relevant communication, please forward it along with confirmation of successful verification to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Thanks for interesting

I played live casino and slots

I forwarded all communication I had with 888 to the indicated email petronela.k@casino.guru

Hi lucyale81,

I've reviewed all the forwarded emails. Can you verify the sequence of events as follows?:

• You created your account in early March 2023.
• Shortly thereafter, the casino disabled the option for you to receive any additional promotional offers.
• Towards the end of March 2023, the casino requested a bank statement or utility bill containing your name and address, matching the information provided during the registration of your casino account. Have you submitted this document?

Thank you.

Yes, I sent several proofs of residence, everything else was correct

Thank you very much, lucyale81, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi lucyale81,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 888 Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

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.

Dear lucyale81,

To inform you, I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see if anything can be achieved. I will keep you posted.

Thanks for your patience.

Hi,

We deeply apologize for the inconvenience, I've checked your account and I can confirm that the documents that you sent was already checked by our security and verification team but I'm afraid it was not able to pass our standards. I can also see that they sent you an email informing you about this. We suggest to reply to the email for further assistance or if you wish clarification on why the documents was not accepted as this information is only available on their end, thank you for your understanding.

Regards,

888team

I found the email and have already replied, let's hope for a comprehensive answer

Dear lucyale81,

Can you please forward this email to my email address? tomas.k@casino.guru

Thank you.

I forwarded a new email to supporto@888.it and I put it on BCC too tomas.k@casino.guru

I would like to point out that 3 days ago I responded to one of the emails from the conversations with 888 without any response yet, so a few minutes ago I forwarded a new email to supporto@888.it requesting to unblock the account and refund the balance, attaching front and back identity card, selfie with identity card, front and back tax code, 2023 account statement, screenshot of my PayPal, photo of front and back of the card, and screen of the response of the 888 casino representative

Hi lucyale81,

We sincerely apologize for any inconvenience caused by the extended delay in resolving your account suspension concern. Your satisfaction is our top priority, and we understand the importance of a timely resolution.

Currently, our team is diligently working to investigate the reasons behind the account suspension. However, we regret to inform you that we have limited access to certain details that are crucial for a comprehensive review.

We understand that waiting for updates can be frustrating, and we appreciate your patience during this process. Rest assured, our dedicated team is actively working to expedite the resolution and will provide you with a comprehensive update as soon as possible.

In the meantime, if you have any urgent questions or if there's anything specific you'd like to share with us, please feel free to contact our customer support team. They will do their best to assist you within the scope of the information available.

Once again, we apologize for any inconvenience you may be experiencing, and we appreciate your understanding as we work to address this matter promptly. We value your trust and look forward to updating you on the resolution of your concern.

Sincerely,

888 Team

Dear 888 Casino,

Thank you for the information. I will now extend the timer by 7 days, so I kindly ask you to keep us updated on any developments.

It will be my concern to inform you promptly, as of now no response yet from 888

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.

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear 888 Casino Team,

Have there been any developments? Do you have any updates for us regarding the verification?

Thank you very much in advance.

I have not yet received any response to my email

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’.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.

Dear lucyale81,

If you wish to contact the Licensing Authority, here's how you can do it:

Complaints and disputes

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.