888 Casino - Player’s account has been blocked.

Hello. I still have this problem about my account what i used to have or do i still have it... i dont know.

Well, the problem is that im from czechia, but i created account at Cyprus while i was there working. Than i was thinking to take out the money in czechia. Well, i got shocked and my account got blocked. Whole support messeaging was really horrible so i even mentioned that i want to close my account. Since than i have no money in my pocket, i cant acces to account and i cant travel to cyprus to log there, take the funds and go back to czechia.

I just want to resolve it once for all... Support ticket Reference #: 210824-006401 , withdraw WireTransfer 16.58 EUR (#466213296024). but to what account i have no idea. i never shared my iban. i only used debit card to top up. and that was also made at cyprus. but i still have cypriot mobile number.

Im opening this complain because i have no idea what the situation is right now.

Dear OndyCzech,

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. Did you receive any specific explanation from the casino why your winnings can't be paid? Was your account verified with your previous permanent residency address? Have you ever received any winnings from this casino?

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. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela 🙂

so about to anser to all your questions. In the converstation with casino by mail they send the money, which i never recieved. At least, i dont know about it. I never done KYC process because it never allowed me to put my czech residenship adress. Only the Cypriot, which i legaly was not able to proof (i had phone bill but that was everything what i had in my hands). I havent have Yellowslip card, i never have permanent adress anywherere exept czech republic.

Registration to website of 888casino only asked country and local phone number (prepaid sim is in every kiosk in every city at cyprus).

If i recall corectly, casino told me that they will send me money and they dont want to keep it. I admit, i was so desperate from tthe mail converstation, that i even wrote them keep the money, i want to close my account because i dont live at cyprus anymore. All the converstation will be send to your mail ASAP. and yes, the conversation was so bad for me that i even was thinking that im mailing with robot, not at least busy live support.

I never withdraw from that casino because i was not able to fulfill KYC verification requirements.

Only what i want to know is where is the money, why they using robots for replys and where they send it since i never give them my Iban to send wire transfer.

Thank you for your time Paulina. Mail should be in your mailbox from mail adress t****.j****.cy@gmail.com (please hide this mail since it contains my real initials). Thank you.

Oh, i did forgot to mention that the blockation of my account was because 888casino kinda dont have any agreement to have players from czech republic. since i tried to log with czech IP adress, i lost acces to the account.

Thank you, OndyCzech, for the forwarded emails.

I can see that your last withdrawal request has been in process back in September 2021, but I'm afraid that it has never been approved since your account couldn't be successfully verified. Please understand that without verifying your account (which includes providing Proof of Address) you won't be entitled to any withdrawals.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

There are some missing things.

1) i never asked for withdrawal request, it was done by operators. Not me

2) I was sending the information in support comunication. it should be in whole support mail conversation what i was fowarding to your mail too. Including my ID card and other stuff.

I will do the KYC verification with czech nationalities (ID card, pasport, proof of adress, selfie with ID card) again, but how since the bots only answering to those mails and im not able to log in to account because it is locked.

I know kinda why is locked. I told them that i want to close my account. Even the money doesnt matter to me. I just want to know what happened and dont chat with bots on mail

Dear OndyCzech,

If you have submitted your Cypriot address when registering your casino account, I'm afraid you won't be able to verify your account with Proof of Address issued in the Czech Republic.

Oh, I didn't know that I need to have same address at the registration. I was thinking that I can change it one day. Well, now I want to know to who money belongs.... I assume it's casino right?

I'm afraid you won't receive any funds without verifying your account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

If i remember it corectly, in the whole mail conversation with support it looks like i done KYC. They was asking me for my adress, id card, sending those pics etc. or you think they was asking me for this stuff just to get my personal information? Petronela, please read the whole conversation what i sended you to your mail. I think the support team from 888casino done KYC with me by mail because i was not able to do it on their webpage

I have read the forwarded live chat transcript. As I mentioned earlier if you have submitted your Cypriot address when registering your casino account, I'm afraid you won't be able to verify your account with Proof of Address issued in the Czech Republic.

Once again, please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Well, I will write to mentioned casino. It is wierd that I don't have KYC and withdraw was done after I contacted support.

You can close this.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.