The player from Malta faced an issue as their account was blocked following the submission of documents required for a withdrawal. The player encountered difficulties with the verification process due to discrepancies in residency documentation, which led to a lack of response from the casino. The Complaints Team extended the timeline for resolution but ultimately found that the player decided to abandon the complaint after losing their balance and deleting the casino app. Consequently, the complaint was closed as the initial issue was no longer relevant.
888 Casino - Player’s account has been closed.
Amount: €300
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
After uploading the document required for my withdrawal, they blocked my account. Please help me, thank you.
Automatic translation:
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1 month ago
Hello deborahborgese,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- 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 month ago
Translation
Unfortunately, I basically made a mistake, because I signed up with the Maltese residence, but obviously for now I don't have a Maltese bank card, but only an Italian one and obviously I put the Italian bank statement because I use that now, and if I want to upload or change the residence and present the Italian document it doesn't let me do it, the casino people don't give me any answer, they make me do the verification course but if I try to go back to check the status they make me upload the documents again... the one from the residence where I live obviously
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1 month ago
Hello deborahborgese,
Did you contact the casino's e-mail support to explain the situation?
If you can verify both your new and old residence, the casino should easily verify your account.
If you did already contact them, please forward the communication with the casino to nikolas.b@casino.guru for further review.
Awaiting your response.
Regards,
Nick
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1 month ago
Translation
Yes they sent me an email saying that my request had been forwarded to the responsible department and that they would get back to me as soon as possible via email, I sent this message on Friday, I am waiting for their response, in the meantime I should contact Mr. Nikolas?
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1 month ago
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They keep sending emails for documents, I don't know what to do anymore, at least send me the money I tried to withdraw then if I want to delete the account then go ahead but at least give me the money
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1 month ago
Hello Deborahborgese,
At this stage, it appears to be a standard verification procedure. I recommend submitting all the requested documents and keeping in mind that the process can take up to 14 days.
Unfortunately, until verification is complete, withdrawals will not be possible. Please keep me updated, especially if the process extends beyond two weeks.
Best regards,
Nick
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1 month ago
Dear deborahborgese,
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 month ago
Translation
In the end they were not able to help me they only told me that I could open an account and that to withdraw the money I needed a Maltese bank card, proof of residence etc. but I gave any for the residence but it never worked, so I decided that the money was lost so I had an account opened I played and played and played again I lost them and I deleted the 888 app obviously I will never play there again
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1 month ago
Hello Deborahborgese,
I’m sorry to hear about the loss of your balance.
Unfortunately, as the initial issue is no longer relevant, we will now be closing this complaint. Please do not hesitate to reach out to us if you encounter any issues with an online casino in the future.
Best regards,
Nick
