The player from Italy had deposited 1,000 euros and believed they had won. However, after they logged out and provided the necessary documentation, the winnings were not reflected in their account. The casino support had been unresponsive, which caused frustration for the player. The player was unable to provide supporting evidence of the winning bet in their game history, which was necessary for us to investigate the case. Therefore, we were unable to assist the player further and had to reject the complaint.
888 Casino IT - Player's winnings have vanished from the account.
Amount: €1,000
888 Casino IT
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
I feel cheated by the casino. I registered around four months ago and deposited 1,000 euros of my own money without asking for any bonuses or anything like that. I went to play at the speed baccarat table and decided to place a bet of 1,000 euros as it was a special day. So, I put 1,000 euros on the gambling table, the bet was accepted, the dealer gave the cards, and I won. A message then appeared saying that I had won 2,000 euros, but at the exact same moment a pop-up log out from 888 also appeared. So, I contacted customer service and was asked to send some documents, which I did. After about two weeks, they unlocked my account. Guess what happened next? My balance only showed my initial deposit, without the winnings. I contacted customer service again, outraged, and they said they would check it out. After another week, I sought out the play history of my account from the ADM, but they simply ignored it. A week later they told me that they would send it to me, but as of today, February 12th, I still haven't received anything and it's been two months. Any attempt to contact them via email or chat has simply been ignored. PLEASE HELP ME!
Automatic translation:
Public
Public
9 months ago
Dear zamettaalberto88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
Public
Public
9 months ago
Translation
I don't have any proof I asked 888 a month ago but they ignore me and refuse to provide the ADM play history
Automatic translation:
Public
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9 months ago
I apologize, but if the winning bet was not recorded in your gaming history, we won't be able to help you. We can only assist players who provide enough evidence for us to investigate and reach out to the casino. Please understand that without any proof, we cannot confront the casino and ask for an explanation.
Unfortunately, we must reject this complaint. We appreciate your understanding, and we're sorry we couldn't be of more assistance in this matter. If you encounter any issues with this or any other casino in the future, please don't hesitate to contact us.
Best regards
Veronika
Casino.Guru Complaint Resolution Center
