888 Casino - Player’s account has been blocked.

888 poker restricted my account absolutely no reason. I never had issues with them until last months. 

They blocked my account and will not reply to my emails. I tried contacting responsible gaming at 888 and they ignored me on many occasions.

I have a little under $2000 in the account. I even asked them to send me my money and close the account.

Dear ahmeddjibouti,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, 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

Thank you, ahmeddjibouti, for the forwarded communication. Do I understand correctly that casino was concerned about the level of your spending and wanted to make sure that you do not have a gambling problem? Have you been asked to submit any Proof of Income after you explained in emails the origin of your funds?

Thank you, ahmeddjibouti, for your email. Have you been asked to submit any Proof of Income after you explained in emails the origin of your funds, please?

Thank you very much, ahmeddjibouti, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.  

Hello ahmeddjibouti.

I am sorry to hear about your troubles.

From your communication, it looks like the casino was afraid that you started spending too much money and temporarily blocked your account until you provided some information about your source of income.

Usually, the casino asks for some proof as salary slips or confirmation that you own a company.

Did the casino ask for this information?

Hi Matej,

I appreciate you taking my complaint seriously. I sent all communications to Petronela.

They asked for my income 3 weeks ago. I replied and they said it is satisfactory and will reactivate my account when I give them my limits weekly/monthly.

I didn't hear from them since and when I started to complain here they started to ask my the same Qs all over again and nothing has happened and they ignore messages.

If you send me your email address I will send you our communications.

Whatever their concerns it's almost a month and it's too long.

I would like to invite the casino representative into the case.

Dear casino representative, could you please check what else should ahmeddjibouti send or where is the problem?

Hello,

First of all, thank you for your patience and cooperation!

Upon checking the case, I see that you provided our colleagues with the necessary information they requested. Rest assured, you will receive a reply to your e-mail as soon as possible. We also raised your case to prioritize the resolution.

We understand that waiting can get frustrating and we'll do our best to sort this out as soon as possible.

Kind regards,

888Casino

Hello ahmeddjibouti.

Could you please confirm that the casino contacted you and gave you clear instructions about what to do?

Do you have anything else you need help with?

Hello Matej

The casino gave me clear instructions and I gave them everything they needed and they said they were satisfied and requested my comfortable limits.

I did this with them Twice and each time after I finished they ignored my messages and made me do it again.

It's the worst experience ever and I don't ever plan to play online gaming again. I just want to this ordeal to end so I can move on.

Thank you for your assistance,

Ahmed

Hello Ahmed.

I completely understand your frustration, and I am sorry for your negative experience. 

I am now not sure if the casino representative helped you eventually or if you are still stuck like before.

Could you please clarify it?

Hi Matej,

No, they did not help me at all. When they reach the point of removing the restriction, they just disappear and stop responding to my emails. It's the most arrogant department I've ever seen ( 888 responsible gaming dpt ).

And they're customer service dept just says go back to them, we can't help you.

They mostly use generic soul-less replies

Dear 888 casino representative, could you please check what's happened and why Ahmed can't remove the restriction?

Hello Matej,

Finally my account has been reactivated, thanks your assistance. I am very grateful to you and Petronela.

Thank you Casino Guru,

Ahmed

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.

Dear Ahmed,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.