888 Casino - Player's account permanently closed without reason.

So i tried to withdraw my money 20.5 but the cashier said that i need to verify my id first(my account was thou already verified) so i went to live support and asked them the situtation. They said that i need to send again my id to the operation team. So i sent my id again and 2 days later they answered:

After a full review of your 888sport account, we have decided to permanently close your account wxwIllow.

After that i went to live support and ask the reason but they didnt give me any. Just that they will forward my issue to the operation team. The next day i get two emails from them.

First was: Please be advised due to betting restrictions placed on your account, you are no longer eligible to participate in any 888sport promotions.

Second was: Please be advised due to betting restrictions placed on your account, you will not be able to place any further sport bets with us.

Any pending bets that have already been placed will be settled as normal and you can continue to use any other products on our site.

Still i can't login to my account(only mobile cashier) where i can't do much.

So i went to live support again and they told me the same thing again that they have forwared my issue to the operation team.

I deposit 3.5 and have only played casino and sport betting. Didn't use any bonus or promotions. Lost to casino about 1,2ke and won sport betting maybe 50-100e. So i think im down like more than 1000e.

Can you please help me to get my remaining money back, thank you!

Dear wxwI,

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 when your account was created?
• Do I understand correctly that the funds you tried to withdraw are still in your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

My 888poker account was opened 2011. I can see that first message from 888sport is from 2019.

My first deposit after 2019 was this month to 888sport. I played there some bets and then played also some casino and deposit more when I lost. So I switched between 888sport and 888casino when I played. Not sure are the remaining balance sport account or casino. I thought that they are kinda same, coz my balance always switched to casino to sport and vice versa when I played.

EDIT: Can't login to 888sport or 888casino.

Thank you very much, wxwI, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, wxwI,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 888 Casino team,

Could you please provide us with a detailed explanation of the player's situation? What happened with the disputed account? Did the complainant register with any other account(s)?

Do I understand correctly that the casino limited one of his accounts by restrictions, and he bypassed the imposed restrictions by creating another account (the disputed one), so the casino closed it? Or, what happened there? Can you please be more specific regarding the breach and possibly substantiate it with relevant evidence?

If it suits you better, feel free to send the necessary details/evidence to my email address (branislav.b@casino.guru).

Hello Branislav and thank you for your reply!

Can you please specify the several discrepancies about my informations? There is absolutely zero chance that i have made multiply accounts or have any restrictions before this accident.

Like i said earlier. I didn't even use any bonuses or promotions when i started to play 888sport again on 2.5.2024. I even did request to reset my password coz i didnt remember it anymore from 2019 when i played last time 888sport.

So how can its even possible to do more than one account with same informations? Also i did get verified my account on 888sport and kept playing without any problems. The problem started when i was not allowed to withdraw my money and asked my id again. And all that, i lost to 888sport/888 casino something like 1000-1200€ after my deposits last month. So i didnt even benefit anything from 888.

The whole situations seems absurd for my point of view.

Thank you for the clarification, wxwI. Let's first wait for the casino's detailed explanation and details/supporting evidence.

Thank you for your patience and understanding.

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.

What would be the next step to take? Complain to MGA or something else? I know I haven't done anything wrong. Been playing +50 casinos for 16 years and this is the first time casino if I may say is trying to steal my money.

Thank you for in advance!

Yes, probably, ADR and/or MGA. Maybe it is a misunderstanding. Let's see what the casino will reply.

I tried to contact them also in other ways recently, so I extended the current timer until the end of the week.

Thank you for your patience.

I am extending the timer by another 7 days and waiting for a response from the casino.

I was in contact with the casino representative, and the complaint should have been forwarded to their Customer Support. I am not sure whether they will also contact me regarding the matter, wxwI, but someone from the casino should contact you, likely via email, if they have not yet.

If you have any news or updates in the meantime, or if there is any progress, please let me know.

Thank you for your patience and understanding.

Thank you Branislav!

I will inform you right away if I get contacted by them.

Hello, wxwI,

Since the casino does not have any unresolved cases with us yet, the casino representative replied to me regularly trying to help us but only has not contacted me back with updates after my last messages (I was told that they currently also are putting up a new complaint resolution process together), I will write to them again and extend the timer from the casino once again. However, if no one from the casino contacts me/you or we are not provided with relevant information until the current timer expires, the complaint will be closed. I will inform the casino representative about the same. I am aware of the time it has already been taking.

So, let's give the casino one more chance and the last 7 days to help us solve the matter.

If I have any news or updates, I will inform you.

Thank you for your infinite patience and understanding.

Thank you! Hopefully it get resolved.

Dear wxwI,

Are you please able to submit a complaint to the casino's ADR(s) - eCOGRA and/or ODR, as stated in the casino's Terms and Conditions, or directly to the regulator (MGA), and provide me with any confirmation about it once it is done?

You can find all the necessary information HERE, section "15. Disputes and Complaints".

Thank you Branislav for the update!

I watched all three website quickly and seems that the MGA might be the easiest/not so much time taking for me. Do you reckon still submit a complaint also to Ecogra or ODR? And should I also link this complaint to them?

Hello,

To be honest, I would start with eCOGRA and ODR - I think MGA has somewhere stated that the matter should be first discussed with ADR if there is any (eCOGRA/ODR in this case), and at the same time, ADR's decision is basically taken as the regulator's decision.

Feel free to let me know how you decide and/or forward me a confirmation about the submitted complaint(s). I would need some proof of the submitted complaint - our new process due to issues regarding similar cases in the past.

As for forwarding this complaint to them - sure, do not hesitate to mention it there.

Looking forward to hearing from you.

Hello Branislav!

I just want to update that i have now done the complaints both eCOGRA and ODR.

Alright, great. Thank you, wxwI, for the update and confirmations.

As the complaint was filed with ADRs, which should be able to help you, we are (temporarily) closing the matter as unresolved for now.

Once you have the final decision from ADR(s), please, let us know about the outcome. We will then review it and reconsider the complaint on our side.

It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). In case we are not provided with the results of ADR's investigation by any party involved in a reasonable time, the complaint will be reopened by casino.guru.

I sincerely believe your issue will be carefully reviewed and resolved.

The casino can provide us with an update too.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the previous communication and update provided by the complainant, we reopened the complaint and will do our best to resolve it.

Thank you very much, wxwI, for your emails and the provided documents with updates from the casino's ADRs.

Although you did not know about it and I admit I did not state it completely clearly in my previous post (I am sorry for any inconvenience caused), the complaint would have been automatically opened by our system 3 months after the temporary closure of the complaint. Therefore, I used the word "temporarily" on purpose there. In addition, the "waiting for the regulator's decision" classification means an uncertain result of the complaint on our side (without penalization although classified as 'unresolved'), so we would have got back to the complaint and reviewed/reopened/updated it anyway. Unfortunately, our system is not perfect, and by requesting reopening earlier than the system could have automatically reopened the case itself, the date of the automatic reopening date was postponed by 3 months. Therefore, it took longer until I noticed what was going on and looked into the matter in detail. I understand your frustration, but basically, it would have been enough if you only waited a few more days, and the complaint would have been reopened by our system, asking you for an update.

I sincerely apologize for getting back to you with a delay. Anyway, at least finally some good news for you now - after reviewing all the details you provided us with after the temporary complaint closure and checking the casino's website regarding their internal complaint processes, let's ask the casino to investigate the matter again and explain the situation. To be honest, their way of handling players' complaints, as well as statements of the ADRs, make no sense at all.

Although I was in contact with the casino representative only outside the thread, in the meantime, I had another case with the casino, where they replied directly in the thread, and they should have finally put together handling complaints on 3rd party forums. So, I believe someone from the casino will comment on the matter here or at least will reply to me with relevant information and details outside the thread. Otherwise, after all that happened here, the complaint will be closed as unresolved.

Thank you for your infinite patience and understanding.

Dear 888 Casno Team,

Please look into the user's issue once again and provide us with the relevant explanation/information/details/supporting evidence, especially regarding the player's remaining balance that was left in the disputed account.

Since ADRs the casino states in its Terms and Conditions accept disputes only after the casino's internal complaint process is completed, we require your full cooperation here and now. In another complaint, you provided us with the information that the casino does not have any email support, and players have to turn to the casino's live chat, but it looks like the casino's live chat was not very helpful in this case, and there are no other instructions for the internal complaint process. Therefore, it appears there is no way how we or the player could solve the matter than that the casino will fully cooperate in resolving this complaint and provide all the requested.

As was indicated above, please note if the casino fails to cooperate and provide the requested, the complaint will be closed as unresolved, and the casino's rating will be decreased accordingly.

If it suits you better, feel free to share everything relevant via email (branislav.b@casino.guru).

Thank you for understanding. Looking forward to hearing from you.

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.

Greetings,

In the meantime, I was in contact with a casino representative. Although it was not the one who should have helped us resolve the case, I was assured that within the new casino's process for handling users' complaints on 3rd party forums and a new available contact of the responsible person from the casino, this one should have commented on the matter or contacted me outside the thread. Unfortunately, it has not happened yet.

Therefore, since, as I mentioned, the new casino representative recently commented on another case without problems, I am extending the timer once again for the casino, while I will contact the responsible person also manually outside the thread.

Let's call it the last call and chance for the casino to cooperate and help us resolve the issue here. If it is supposed to be closed as 'unresolved' with the casino rating/'safety index' penalization, it does not matter if it happens now or next week, although I sincerely believe someone will get back to us from the new email address. If there is no reaction from the casino until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear wxwI,

Thank you for submitting your documents.

We truly appreciate your effort in helping us with the verification process.

Unfortunately, we were unable to fully verify your account as the documents provided did not meet our verification standards.

We understand this might be frustrating, and we’re here to support you. To help us complete the process, we kindly request that you submit a selfie holding your ID card for verification.

Please ensure the new photos or scanned copies are clear, high-quality, and that all details are fully visible and legible. This will help us finalize the verification as quickly as possible.

You can either respond to the email we sent or click the "Verify Now" link to upload your documents.

Once your documents are successfully verified, we will promptly update you on the next steps. We appreciate your patience and cooperation in this matter.

Thank you again for working with us.

We’re here if you need any assistance!

Sincerely,

888 Team

Dear 888 casino

So after almost 6 months without an answer you need my selfie with id? Even though you can see clearly on my picture that i have verified my id and you have confim that in May. How can you explain that? What is the email address i need to send my selfie with id card, because i cant use that link or upload any files to your site.

Dear wxwI,

The casino representative stated that they sent you an email. Have you received any email from the casino? If so, can you provide the requested photo to the email address they used to contact you?

Dear 888 Team,

Thank you for your response.

Can you please check the user's account and instruct him on how to proceed with the verification?

Thank you.

Alright, thank you for the update, wxwI.

Let's wait for the casino's response and updates.

However, considering the email you received from the poker one, maybe it will need more documents, as stated there.

Feel free to share any news in case of progress.

Didn't see that it was for the poker account, sorry about that. I have only used that 888sport/casino account since May.

Dear wxwI,

Thank you for sending in your documents.

Unfortunately, we are unable to verify your 888sport account at this time, as the documents provided were too small, resulting in blurry and unclear details.

To help us complete these checks, we kindly ask that you resend the photos or scanned copies of the required documents. Please ensure that they are of high quality, with all details clearly visible and readable. This will allow us to proceed with the verification process smoothly.

We’ve also sent you an email informing you of this request.

We appreciate your cooperation and look forward to resolving this matter promptly. If you need any assistance, please don’t hesitate to reach out.

Sincerely,

888 Team

Thank you for the clarification and instructions, 888 Casino team.

Dear wxwI,

Can you find the email from the casino, follow the instructions, and inform us about any news/updates?

Thank you.

I have sent 4 times my id with selfie with different pics. They have 3 times declined my documents referred blurry and uncleared documents(which is kinda mad coz revolut bank etc. have accepted same documents).

5 days ago i emailed them fourth time my id with selfie and they have not reply me since then.

Thank you for the update, wxwI.

Dear 888 Casino Team,

Can you please look at the last documents wxwI forwarded to the casino and provide us with an update? Is the casino able to accept the user's documents?

What else needs to be done on the player's side to complete the KYC and/or withdraw his disputed winnings?

Thank you.

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 wxwI,

Thank you for reaching out to us and for your continued efforts in providing your documents.

Unfortunately, we were unable to accept the documents you submitted as they did not meet the necessary requirements. Specific details regarding the issue were sent to you via email. We kindly ask you to review that message for further clarification.

To complete the verification process, we request that you provide a new document.

Please ensure that:

• All details, including your photo and information, are clear and easily readable.
• The image is taken in a well-lit environment, with no obstructions covering your face.
• Avoid sending a mirrored selfie or any altered image.

We understand this process can be frustrating, and we truly appreciate your cooperation in helping us meet our security requirements.

Should you have any questions or need further assistance, please don’t hesitate to contact us.

Sincerely,

888 Team

Thank you for your response and the update, 888 Team.

Dear wxwI,

Can you please check the email from the casino, provide them with the requested, and provide us with an update? Or, can you confirm once the requested document is sent to the casino? Then we can ask them to expedite the process and about an update again.

Can you also put me on the CC of your email with the requested document to the casino (branislav.b@casino.guru)?

Thank you.

Thank you 888 Casino for you reply and your continued efforts to make my account confirmed(even thought it has been more than 6 months.)

Regarding that you have sent me specific details regarding my issue, that is incorrect. You have reply me last time 8.11. After that i have sent you 2 pictures my selfie with id without any answer. Also id like to know how can bank approved exatly the same documents, but somehow you cant? Can you also explain and give me detailed explanation how my account and funds have been freezed more than 5 months without any of you contacting me despite numerous contacts by my site on May? Also by this day i dont even know why my account has been freezed.

I will sent to Branislav now also my documents.

Thank you for your email, wxwI. Can you please try to make a new photo, but not take it as a mirror-like? It should be possible to change this setting in your camera options.

I know that some online casinos are very strict about this, and simply do not accept such photos upon KYC. I am aware it is strange, but unfortunately, we cannot do anything with that. At least it would be worth a try.

I also recommend you hold your ID close to your face while taking a photo so the camera focuses everything the same way. I noticed that in your photos, your face is completely clear, but your ID is not. Again - yes, we can read it somehow, but online casinos are strict about that, so it should be really clear. You can check it by zooming it in - if it is clear after multiple zoom-ins, it should be alright.

Feel free to let us know once you have any news or updates.

Dear 888 Team,

Can you please explain what is wrong with the provided documents and why the casino could not accept them?

What documents does the player need to send to the casino so his KYC/verification can be finally completed?

Thank you.

I did sent to you Branislav and 888 again a new selfie with id. Even though 888 has not reply me anything for two of my newest photos(now 3), just automatic message:

This is an autoreply to inform you that we’ve received your e-mail.We'll get back to you as soon as we can but please give us 72 hours for this. 

We appreciate your patience and thank you for choosing .

Thank you, wxwI. I confirm I received your email with the new selfie with your ID.

If there is any news or updates from the casino's customer support, feel free to let us know.

Let's wait for the casino representative's reaction and answers to my questions above.

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.

Greetings all,

Dear wxwI,

Is there any progress, please? Did the casino contact you? If so, what is the current status of your issue?

Dear 888 Team,

I have already provided you with all the details you need so you can reply directly in the thread.

Please find the relevant part of my post added on November 29, 2024, directed to you, and provide us with answers and updates regarding the user's issue.

Please note this is the last timer I am setting up for the casino. If no one from the casino comments on this thread or replies to my last email, with relevant information, the complaint will be closed as unresolved.

Thank you for understanding. Looking forward to hearing from you.

Dear wxwI,

Thank you for your patience and for providing the requested documents.

We truly appreciate the time and effort you’ve taken to assist with this process.

Upon reviewing the document you submitted, we noticed that the photo is unfortunately blurry and too small, making the details unreadable. As previously outlined in our email, it is important that all documents meet the following criteria:

-High quality: Clear and sharp image resolution.

-Fully visible: The entire document should be captured without cropping.

-Readable information: All text and details should be legible.

To ensure the smooth processing of your case, we kindly ask you to resubmit the required documents, adhering to the above guidelines. Please upload them securely via our Safe Portal at www.safe-cashier.com. This method is the most efficient and secure way to share your documents with us.

If you encounter any difficulties or need further clarification, please do not hesitate to reach out. We are here to assist you every step of the way.

Thank you for your understanding and cooperation. We look forward to resolving this matter promptly once we receive the updated documentation.

Sincerely,

888 Team

Thank you 888casino for not aswering almost anything i asked for you!

I also did get an email today where they now also want my credit card statement saying that my document was rejected. Even thou i have never sent them my credit card statement last months. This whole situation seem pretty much unreal at this point. They have locked and keep my money illegeally now 7 months and asking more and more documents, which i have gave them already in May. Thou now they are not accepting anything i send them to.

And they continue this madness and trying to void paying out. I have gave them multiply time of my id with selfie, credit card(back and front), driving license and proof of address. It's clearly now that this is nothing to do with KYC anymore.

Greetings all,

I am sorry for the delay (vacation, out of the office).

Dear wxwI,

I understand your frustration, but it looks like the casino probably has some doubts about your KYC and the documents you provided. Unfortunately, since online casinos have the right to ask players for additional documents upon the KYC process, I am afraid there is no other option how to proceed with the process than to provide them with all the requested documents, meeting all their requirements and conditions.

As I mentioned, it depends on a particular casino, but some online casinos are very strict regarding the players' documents. Although I have not seen all the documents you shared with the casino, at least I saw that the last selfie was (again) provided as a mirrored selfie, which the casino instructed above they cannot accept, the ID covered a part of your face (your chin), and the details on your ID were not completely clear/sharp.

Can you maybe use a different device/phone with a better selfie camera to take the requested photos? Also, you will be probably obliged to provide the casino with all the requested documents/photos to move somewhere forward.

Therefore, can you please provide the casino with the requested documents, according to their requirements (sending everything as attachments back to their last email or uploading it via the provided link), and provide us with an update?

In the meantime, I would like to only ask the casino about 1 detail which makes no sense to me. Anyway, if you are able to provide the casino with an original bank statement showing your physical address and deposits made to the casino, I think it should not be a problem to print it and take a selfie with it. Once you provide everything in an appropriate quality, meeting all the casino's requirements and conditions, there will be nothing they could make up to drag it out. At least I sincerely believe that.

Dear 888 Team,

Thank you for your email and your response.

Can you please only explain to us what is the difference between providing a bank statement in a PDF form (industry standard) and taking a photo holding a printed version of the same bank statement? It basically makes no sense.

What does the casino want to verify by this request, please? If there is any suspicion on the casino's side regarding the provided document(s), I cannot see any difference between providing an original PDF bank statement showing deposits made to 888 Casino and printing it and taking a selfie with it.

As I mentioned, it should not be a problem for the player to provide it in the requested form, but it is really a non-standard request, and it makes no sense.

If it suits you better, feel free to reply via email. Also, it would be great if you could inform us about updates regarding the last provided documents.

Thank you.

No problems Branislav!

I think they have accepted all the documents now except: Photo holding a bank statement showing your address and your 888 deposits. 

Yesterday i sent again also that document to them but they stated:

 A bank or credit card statement showing the registered address on your account. This must have been issued within the past three months AND the deposit(s) made to your 888 account must be clearly indicated.

It's impossible to sent that kinda document coz my deposit where made in May. So i sent them all my deposit in May and a selfie with bank statement issued within the past three months.

Thank you for the update, wxwI. Yes, that should be alright. It makes sense only like this - the bank statement should be issued within the last 3 months, so it should show your address, the Issue Date of the documents (a date within the last 3 months), and deposits made to the casino.

Feel free to inform us about any updates if you get any in the meantime until the casino replies to the thread. Maybe they will finally confirm your KYC was successfully completed, and you will be allowed to withdraw your balance, and we will not even have to wait for the casino to reply here.

Let's wait how they consider your last document(s).