888 Casino IT - Player's withdrawal delayed due to account suspension.

I deposited and won a real balance of 4740 euros at the live casino, but the next morning when I woke up and tried to withdraw, my account was suspended. I asked for explanations via email, and they responded a month later, informing me that I should wait 180 days for checks, without requesting any documentation or anything else. Please help, I don't know how to claim my winnings.

Dear carmenila323132,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

If there’s any relevant communication, please forward it 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

two months ago I registered and played at the live casino

Thank you, carmenila323132, for the clarification.

• Can you provide information on whether you have made withdrawals from this casino before?
• Has your account been verified in the past?
• Specifically, which games did you play in the live casino section?

Looking forward to hearing from you.

I played speed baccarat, my account was verified and unblocked and I never successfully cashed out

Thank you very much, carmenila323132, 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 carmenila323132,

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

Thank you very much for your request for casino intervention. I wanted to specify to the casino that I am available to send any type of document to pass the normal assessment checks. I just hope that this doesn't drag on any longer than it should because I've been waiting for a response for months and months now

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, from what I see, the casino has no intention of paying me, it's now clear, they haven't responded to you for another two weeks despite having made any documentation available, how can I proceed with reporting this serious abuse by 888 to the adm? I also hope that this complaint will be of help to other players who choose an online casino to play at and I hope you give some stars to the rating of these scoundrels

Dear carmenila323132,

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 what can be achieved. I will keep you updated.

Thanks for your patience.

Hi Tomas,

Thank you so much for bringing this to our attention.

We've escalated carmenila323132's concern and we'll send an update as soon as we received one.

Sincerely,

888 Team

Hello 888 Casino,

Thank you for providing the information. I will now extend the timer by another 7 days and hopefully, we will hear from you soon. Please keep us updated.

???

Dear carmenila323132,

I trust this message finds you well.

We appreciate your prompt attention to your account restriction matter.

Upon review, we have identified certain concerns that warrant a more in-depth investigation. In the interest of ensuring a fair and comprehensive assessment, your account restriction will remain in place until the investigation is completed.

You may also refer to our email last September of 2023 for more details.

Sincerely,

888 Team

Dear 888 Casino,

If that is the case, I can extend the timer for 14 days for you. Hopefully, it's enough time to finish the investigation and inform us about the result afterwards.

Thank you.

but a more in-depth investigation of what? what are you accusing me of? I've been asking you since September without receiving an answer and obviously not even my money

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, how should I proceed, what do you recommend in light of the fact that the casino doesn't respond, doesn't cooperate and doesn't want to pay me the winnings?

Dear carmenila323132,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (You 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) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Let me know how they responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru