888 Casino - Player's account has been blocked.

Complete scam .

I liked this website very much since i saw it. I studied all the games and terms and payment methods. Everything seems to fit me.

I then made an account.

But Realized that I have some banking problems due to the fact that it is an online establishment in which I had to solve with my bank.

I went through a lot of trouble, and finally I got my banking system working after four days.

Finally I tried to deposit with my visa card, but failed for no reason.

FYI: I received several emails from the website. It constantly updates me, on deposit failures, verification of email address, verification of phone numbers, etc etc. Every single thing.

Finally! My deposit was successful through a bank transfer after speaking to *THE SUPPORT* a few times.

But after I deposited, the bonus was not credited.

I then requested for the bonus, with the SUPPORT, and finally got the bonus.

Then...

I went to open a game and found out that the game can only be played with cash.

Which was fine by me

(but at the same time I went through the bonus policy and there was no where it stated that bonus cannot be played in the game.)

But never mind, I continue......

Before the game finally loaded.

It says I was not logged on, and then refresh that gets to the home page.

I tried it several times and got annoyed.

I went to ask *THE SUPPORT* again.

THIS TIME , She came and told me that I have to do a KYC checks before I can play?????

this is complete utter nonsense !

KYC check with no withdrawal? Oddities whatsoever.

and even if you do, you do not freeze an account.

But the worst of all is that she helped me all the way... Led me through everything.....

UNTIL I deposit, and then freeze my account for a kyc check.. And then informs me i have to wait for 72 hours?

I did not break any rules whatsoever.

As I wanted to stay for a long time in the website in which I like besides that I gave all my personal information updated to every single detail.

I used MY personal details, MY Visa, MY bank transfer account, MY number. In no way i deserve to be treated like this.

When i asked why freeze and perform a sudden kyc. THE SUPPORT said :

" accordance with the country regulations applied, we need to verify your identity."

When I ask for which country she could not answer me, but she sent me her license and then I said, if you're sending me your license means you do this to every single customer and you do not inform any single customer until they do their deposit.

And not just that,As a customer, I requested her Personal employee ID or means to identify her.

As a legal... Licensed company...

This is our consumer right.

You can request. For our KYC check, but we can't even get an identification number or an employee number?

She rejected it, she did not want to give me any of her identification. she even said, "its company policy that she cant give it to me.

Dear Jay168,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. However, that doesn't mean that it has to be performed only before processing the withdrawal and casinos are basically free to decide when is the right time to verify the player's identity. Unfortunately, some casinos block accounts during this process.

Could you please clarify whether or not you provided all the required documents? Do I understand correctly that €40 (dispute amount) is currently being held in your account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. . Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Like i said in understa

Like I said I understand the kyc check but the problem is she personally let me through the entire process up until I deposit up until I got my bonus then she requires okay when she check which is feels like a complete after scam.

You get what I mean she could have asked for a kyc check when I deposit or when I asked for the bonus or when I failed to deposit several times with my Visa card.

But it's like she waited for the entire process to be done and right before I could play boom comes this check.

The manager replied me stating that I could play with my account but the problem is I can't end support specifically said that I can only play after I verify myself which is complete utter nonsense.

Due to the fact that this brand is/was a good brand and a big name I do not want to make this public. I honestly think it is the support failure and not the website. Therefore I will send you the details through email.

Thank you for your reply, Jay168. I’m very sorry but you haven’t answered my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case.

Also, I haven't received any emails from you yet. Please forward me anything that could help us support you in this case, so we can move forward as soon as possible. Thank you in advance.

Dear Jay168,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.