Home Complaints 888 Casino - Player’s account has been blocked.

Amount: $2,562

888 Casino - Player’s account has been blocked.

888 Casino
8.3/10 Very Good reputation
Submitted: 07 Apr 2021 | Case opened
Current status

Waiting for casino to reply

2d 9h 22m 42s

Case summary

5 days ago - 08 Apr 2021

The player from Ukraine had their account blocked without further explanation. The remaining active balance is still held by the casino.

Public

Dear Sir/Madam,


 I'm having a problem situation.

On March 22, 2021, I received an email from the casino that my account has been closed. The casino also reported that this was their business decision and did not provide any reasoning for it.

I have studied the rules of the casino and I can confidently say that I did not break the rules. The reasons for blocking are not clear to me.

I wrote to the casino many times in order to find out what was the reason for blocking my account and asked for permission to withdraw my money (2562 US dollars). However, the casino does not want to reply to my messages.

I am convinced that the casino has no right to block my funds unilaterally without giving reasons. This is contrary to the general rule of law.

I would be very grateful if you could resolve my situation.



Public

Dear vladlenS

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past?

If there’s any relevant communication between you and the casino, 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

 

Public

Dear Petronela,

I answer all the questions of your letter.


1 On March 21, in response to a casino request, I uploaded a 2-sided image of my ID to my account. I did not receive information on the results of the examination of the document.


2 My winnings have been accumulated with an active bonus.


3 I have not received any payments from the casino.



I am also sending screenshots of casino correspondence to petronela.k@casino.guru.

Public

Thank you very much, vladlenS, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public

Hello vladlenS,

I looked at your complaint and will do my best to help you. I would like to invite 888 Casino into this conversation. Casino, can you please specify why did you block the player’s account?

888 Casino has 2d 9h 22m 42s to reply