The player's account got closed for registering from a restricted country. The complaint was resolved as the player received his remaining money from his account.
888 Casino IT - The player's account got closed.
Amount: €4,100
888 Casino IT
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
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2 years ago
Translation
Hello all casinoguru friends,
I tell you about my misadventures with 888 , in the hope that you can advise me what to do. On Monday 21 November I load 100 euros and start playing the genius slot. I state that I am not a regular player and I load very rarely. Well, that evening luck was on my side and with a top-up of 100 euros (without bonuses) I got a bonus and reached 4100 euros. I'm making a collection request. I receive an email confirming that my request is being processed. In the following days I receive an endless request for documents, under the pretext that I have logged in from a different country than that of registration. In fact, for work I'm in Kenya (country where 888 operates, among other things). After having fulfilled each request for documents, including passport, bank statements and photos of the card used, I receive an email confirming my verification procedure. On Thursday the 24th I received another email which on the one hand thanks me for verifying my account and on the other temporarily suspends my account because the country where I live does not allow the use of accounts registered in other countries and they suggest to close my Italian account and open one in Kenya. Here, from there the most total nothing, I continue to ask by email and by telephone what will become of my winnings, if it is possible to collect. I haven't received any more emails, the telephone operators, on the other hand, tell me to wait, despite every deadline they give me, it is promptly disregarded. At this point I wonder if I will ever receive my winnings. Do you have any advice for me? Do you think the fact that I played from a non-eu country could be a reason why they won't pay me? Thanks everyone in advance for the support
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2 years ago
Hello Tonypacati,
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.
Do I understand it correctly that in your registration form you chose Kenya and now the casino requested you to create a new account with Italy as your country? When was the last time the casino contacted your regarding your balance on your first account?
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Thanks Nick for your reply. I am an Italian citizen and my account was opened and registered in Italy, where I have occasionally made deposits and used the casino services. In June 2022 I moved to Kenya for work. I continued to use 888.it normally, making 3 or 4 deposits. The last of these I had the winnings of 4100 euros. Once I made a withdrawal request, the casino contacted me about the access discrepancy, since the account was opened in Italy but I played from Kenya. After successfully verifying all my documents, my account was temporarily suspended. To my emails and calls regarding the request for the collection of 4100 euros, no one has been able to give an answer. I will send the mails of my exchange with 888 to your address Nick, thanks a lot for the support.
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2 years ago
Translation
On Monday December 5, after another email promising to take legal action if I didn't get a response, 888 finally sent me an email authorizing my withdrawal request. Today, Wednesday the 7th, I received the amount in my account. It took a long time but in the end everything worked out for the best.
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