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.
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.
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.
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
Ciao a tutti gli amici di casinoguru,
Vi racconto delle mie disavventure con 888, nella speranza che mi possiate consigliare cosa fare. Lunedì 21 Novembre carico 100 euro e inizio a giocare alla slot del genio. Premetto che non sono un giocatore abituale e carico molto di rado. Bene, quella sera la fortuna è dalla mia e con 100 euro di ricarica (senza bonus) prendo un bonus e arrivo a 4100 euro. Faccio richiesta di riscossione. Mi arriva mail che conferma che la mia richiesta è in elaborazione. Nei giorni successivi mi arriva una infinita richiesta di documenti, con il pretesto che ho effettuato il login da un paese diverso rispetto a quello dell'iscrizione. Infatti per lavoro mi trovo in Kenya (paese nel quale 888 opera, tra l'altro). Dopo aver esaudito ogni richiesta di documenti, tra passaporto, estratti conto e foto della carta utilizzata, mi arriva una mail che conferma la mia procedura di verifica. Giovedì 24 mi arriva una ulteriore mail, che da una parte mi ringrazia per aver verificato il mio account e dall'altra mi sospende il conto temporaneamente perché nel paese in cui sono residente non permette l'utilizzo di conti registrati in altri paesi e mi suggeriscono di chiudere il mio conto italiano e di aprirne uno in Kenya. Ecco, da li il nulla più totale, contijuo a chiedere per mail e per telefono cosa ne sarà della mia vincita, se è possibile riscuotere. Mail non ne ho più ricevute, gli operatori telefonici, invece, mi dicono di aspettare, nonostante ogni scadenza mi diano viene puntualmente disattesa. A questo punto mi chiedo se riceverò mai la mia vincita. Avete consigli da darmi? Pensate che il fatto che abbia giocato da un paese non eu possa costituire un motivo per il quale non mi pagheranno? Grazie a tutti in anticipo per il supporto
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
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
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.
Grazie Nick per la tua risposta. Sono un cittadino italiano e il mio conto è stato aperto e registrato in Italia, dove occasionalmente ho fatto dei versamenti e usufruito dei servizi del casino. A giugno 2022 mi sono trasferito in Kenya per lavoro. Ho continuato ad utilizzare 888.it normalmente, facendo 3 o 4 versamenti. L'ultimo di questi ho avuto la vincita di 4100 euro. Una volta fatta richiesta di prelievo il casino mi ha contattato in merito alla discrepanza degli accessi, dato che l'account è stato aperto in Italia ma ho giocato dal Kenya. Dopo aver verificato tutti i miei documenti con successo, il mio account è stato temporaneamente sospeso. Alle mie mail e chiamate riguardo la richiesta di riscossione di 4100 euro nessuno ha saputo dare risposta. Provvederò ad inviare le mail del mio scambio con 888 al tuo indirizzo Nick, grazie mille per il supporto.
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.
Lunedi 5 dicembre, dopo una ulteriore mail in cui promettevo di ricorrere a vie legali se non avessi ricevuto risposta, 888 mi ha finalmente mandato una mail che autorizzava la mia richiesta di prelievo. Oggi, mercoledì 7, ho ricevuto l'importo sul mio conto. Tempi molto lunghi ma alla fine tutto si è risolto per il meglio.
Thank you Tonypacati for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.
Regards,
Nick
Thank you Tonypacati for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.
Regards,
Nick
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