The player is unable to access his winnings as his account is blocked due to ongoing additional verification. The player should have received an update regarding his issue via email. The complaint was rejected because the player did not respond to our messages and questions.
888 Casino IT - The player's unable to access his winnings.
Amount: €8,087
888 Casino IT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
now my 888 account has been suspended for almost a year and my winnings blocked without the possibility of proceeding with the withdrawal, I have been asked several times for different documents which I have sent both by uploading them from the site and via email but the assistance is completely useless. the connection in the face, does not answer and pretends not to have received the documents, I don't know what to do they don't collaborate in the slightest and they always find an excuse for months or even almost a year, help me please
Automatic translation:
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1 year ago
Hello gianluca,
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.
Could you please advise why was your account blocked? Did you ever process any withdrawal from the casino before? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
it has been blocked because clearly i won a lot of money and they don't want to pay me i tried to withdraw and i have canceled it several times , i spoke to the casino they want proof of residency which i have already sent them several times
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1 year ago
Dear gianluca,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
sorry if I didn't answer but since I opened this complaint I received this email:
Dear Gianluca E****,
Your account has failed our routine security checks which resulted in us being blocked.
This is a discretionary decision and as stated in our Terms and Conditions we reserve the right to terminate your membership and therefore in accordance with these conditions your account with ourselves has been blocked
Hereby, the company 888 Italia Ltd. exercises its right of contractual withdrawal, in line with the provisions of art. 15 paragraph 5 of the gaming account contract signed with you.
We remind you that the amounts that can be withdrawn in your gaming account are at your disposal for the right to collect, in accordance with the provisions of current legislation and the terms and conditions published on the site.
We have requested a withdrawal of your balance.
We remain at your disposal for any and all further requests for clarifications and information.
Best regards
Operations Team
I haven't received the money yet
Edited by a Casino Guru admin
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1 year ago
Dear gianluca,
When exactly did you receive this e-mail? Was your account verified in the past, does the casino know where to send your remaining balance from your account?
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1 year ago
Translation
I received this email that I sent to you a week ago when I opened the complaint here on casino guru which says a lot about the situation in which the casino keeps my winnings in check unfairly, having said that the money still doesn't give me they sent them I received a withdrawal email in processing but it's been 20 days, I wonder why my money still hasn't been paid
the casino said from the email that they will pay on the previously used payment method
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1 year ago
Thank you gianluca for all the information provided. As we will definitely need more details from the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello, gianluca,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 888 Casino IT's representative to join this conversation and participate in the resolution of this complaint.
Dear 888 Casino IT Team,
Could you please provide us with an explanation of the player's situation in more detail? Will the complete remaining balance be paid to the player? What is the estimated time frame to process the payment?
Thank you in advance for providing the information.
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1 year ago
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.
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1 year ago
Hello,
The relevant updates have been sent on the email registered on the account today 2/11/2023. For additional assistance with this one, kindly reply back to our transactions team there and they'll gladly further investigate.
In the meantime, should there be anything else, our Support Team can be reached via email at: Support@888casino.com
Sincerely,
888Casino
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1 year ago
Dear gianluca,
Can you please confirm you received the mentioned updates? Is there progress on your issue?
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1 year ago
Dear gianluca,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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1 year ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you, 888 Casino team, for your cooperation.
Best regards,
Branislav, Casino.Guru
