888 Casino - Player's account was blocked.

I am a customer for 3 years

They locked my account due to verification, I sent the files, and now it's been 2 months

They did not open the account despite my account being documented and the investigation was done previously

I send them emails saying that this is a routine procedure, the investigation takes a lot and does not take more than 3 days to a week

Why do they suspend the account when I did nothing even though you are a VIP member?

((Your account has been temporarily restricted. We apologize for the inconvenience, and we are working hard to make sure we can lift these restrictions as soon as possible.))

Dear Mutairi33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Could you please explain if there is any balance on your casino account that is currently withheld? Do I understand correctly, your account is blocked for two months already?

Thank you in advance for your reply.

Best regards,

Tomas

No, my account is suspended

And now two months have passed since submitting the documents

My account has no balance

Christmas gift was on time suspended

Call the support phone and ask for a copy of the national ID from the back, and they will deposit a $1,000 reward.

After sending it, my account has been suspended for now

Could you please forward the communication you received from the casino regarding your account suspension? Please send it to my email at tomas@casino.guru I'll await your reply.

Hello tomas I have send mail you now. Thank you for helping me

Thank you very much, Mutairi33, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Mutairi33,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 888 Casino to join the conversation and participate in the resolution of this complaint.

Dear 888 Casino,

Can you please provide an update on the status of the player's verification/suspension?

Kind regards,

Adam

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 Mutairi33,

We have received no response from the casino so far. Has there been any progress with your verification?

Kind regards,

Adam

Nothing

Hello Mutairi33,

Thank you for raising this case. We have just contacted our Colleagues from the Support Department and they should have already sent you an e-mail with an update regarding your case.

Can you please check your inbox and reply to them so that they may assist further?

Thank you so much for your patience and cooperation.

Sincerely,

888Team

Yes, they requested a 3-month account statement, which I will send now

Thank you for the update, 888 Casino.

Hello Mutairi33,

I am glad there has been some progress, please keep us informed of any developments.

Kind regards,

Adam

Hii

The documents have been sent and the account is still suspended !

I sent an email and they say wait, we don't know when the review will take place. What is this delay?

Hello Mutairi33,

Thank you for the additional information. It can take some time to perform checks on documents, we should allow the casino a bit longer and wait for them to contact you.

If there is still no reply when the timer expires I will contact them again.

Kind regards,

Adam

Dear Mutairi33,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask 888 Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

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.

Hello,

Thank you for the opportunity to address your concerns.

Please allow us to apologize for the delay in verifying your account. We understand that this delay has caused you inconvenience and frustration, and for that, we are truly sorry.

We take our customers satisfaction seriously and we strive to provide prompt and efficient service at all times. We are doing everything possible to expedite the review process, and you will be notified via email once our Support Team has received an update regarding your account.

Thank you for your patience and understanding.

Sincerely,

888 Team

Dear Mutairi33,

Has there been any further progress with your verification?

Kind regards,

Adam

No, my account is now suspended. It seems that they deliberately do not want to open the account

Dear Mutairi33,

We will attempt to reach out to the casino one more time. If there is no response or progress, I would recommend contacting the licensing authority of the casino and submitting a complaint to them.

Dear 888 Casino,

Are you able to provide any further updates on the situation? 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.

Kind regards,

Adam

Dear Mutairi33,

We have again had no further response from the casino.

Can you please advise if your account is still suspended? In the meantime, I am now trying to reach the casino via Skype.

Kind regards,

Adam

Yes is suspended no new

Hello,

Please accept our sincerest apology regarding this matter.

We understand that this can be very frustrating. However, rest assured that we're doing our best to get this sorted as soon as possible.

A follow up has been sent, and we'll notify customer as soon as we get one.

Thank you for your patience and understanding.

Sincerely,

888 Team

Salvation, I do not want my account, I hated them and hated their site

Bad site, I don't know why there is no censorship on them, they are laying off and having fun

Everyone complains about them closing accounts in their mood and being unable to send the ID even though the account is already documented

The evaluation is bad and customers are complaining about them on the site trustpilot.com

I feel sorry for the sums that I wasted with them to raise my VIP membership, but the treatment is not respectful, even the regular member was not deliberately treated in other sites

Hi! We are sorry to hear that you did not have a great experience with our site. This is not the feedback we want to hear. We consider all the comments very seriously and use it immediately to improve. Our Support Team is available at any time at support@888casino.com and they might have already sent you an e-mail if you have reached out to them. We also made a follow up for your concern. Please accept our apologies and we hope that you'll give us a second chance in the future.

Sincerely,

888 Team

My account is documented and all the data you have and sent it a long time ago, and my account is supposed to be opened at its time, and not for a period of 6 months. My account has not yet been opened.

If you think that you are drugging people by sending comments that have no benefit or immediate follow-up, this is negligence against people.

Finally, my account is not supposed to be suspended. You do not have the right to suspend the account only because of its mood

Your support team is being rude to me and saying we are reviewing the account and we don't have specific time to open the account!!!! What is this bullshit

This is the support response now to the mail

My name is Kristian, Member VIP Support Representative and I hope that my email finds you well.

As part of 888’s commitment to providing you with a safe, fun, and secure gaming environment, on 27 January, we have temporarily suspended VIP customer activity in your region.

We apologize for the inconvenience that this may cause but rest assured that we are working quickly and diligently to review accounts and ensure all best practices have been adhered to.

During this process, withdrawals, deposits, and game play will not be allowed. We intend to lift all restrictions as soon as the necessary checks have been completed. We will keep you updated about the status of your account and to expedite this process, if we have requested any documentation, we appreciate if you send it as soon as possible.

Your account remains safe and secure and we kindly ask that you refrain from opening any new account as it will be subject to the same restrictions.

Thank you for your understanding.

Kind regards,

Dear Mutairi33,

Thank you for the update regarding the account suspension.

I appreciate your frustration at how long this is taking, but please understand that there are many reasons that the casino may wish to do this.

It seems that we will not be able to obtain any further insight into the situation, and there is no way to know how long these checks may continue. Therefore, I would like to suggest that you submit a complaint to the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/). The Gaming Authority has more options and tools to help players.

Once you have done so, please let me know how they respond (adam.m@casino.guru). I will then close the complaint temporarily while we await a decision from them. Once the outcome is known, we can reopen the complaint and proceed accordingly.

Kind regards,

Adam

Hi

Hello, they asked for proof of address yesterday, and I sent the ID card. What next? I did not receive an email and the account was not opened.

I said earlier that my account is verified and that I sent all the data after the account was suspended. Why is the request again?

Hi! Thanks for reaching out. Your concern has already been raised to our relevant department. They will look into any concerns you may have. Our Support Team is available at any time at support@888casino.com and they might have already sent you an e-mail if you have reached out to them, so make sure to check both your inbox and junk folders & remember you always have Live contact Channels available in the 'Cashier' Tab.

Sincerely,

888 Team

Dear Mutairi33,

Please advise if there has been any further progress. If there hasn't, our only options are to continue waiting or to contact the regulator as mentioned.

Kind regards,

Adam

They don't want to lift restrictions on my account

Hi Mutairi33,

Please accept our sincerest apology if this is taking longer than usual.

The relevant team is still reviewing this, rest assured we'll update you again as soon as we got one.

Sincerely,

888 Team

Dear 888 Casino,

Thank you for your response, are you at least able to provide an estimation of how long this may take?

If you can provide a timeframe we can set the timer accordingly.

Kind regards,

Adam

Hi Adam,

It's really unfortunate that we don't have a time frame.

However, a follow up has been sent and rest assured customer will be informed as soon as we have an update.

Thank you for your patience and understanding.

Sincerely,

888 Team

Dear Mutairi33,

As the casino is unable to provide a timeframe, I would like to ask you how you would prefer to proceed.

We can keep extending the timer and keep the complaint open until there is some progress, or you can contact the licensing authority and we can close the complaint temporarily while they investigate the situation. Please let me know what you would like to do.

Kind regards,

Adam

Dear Mutairi33,

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.

The problem with 888 is not mine. You should delete their site from your page. This site is bad

Hi Mutairi33,

I understand this can be very frustrating, and with that we are terribly sorry.

A follow-up has been sent and rest assured we'll send you an update as soon as we received one.

Sincerely,

888team

Dear Mutairi33,

As we are not able to obtain any information regarding the reason for blocking your account, we are unable to make a reasonable assessment of this case. As mentioned, there are two options available - we can either continue to wait and extend the timer for a number of weeks, or you can submit a complaint to the casino's regulator.

Please let me know your thoughts about how you wish to proceed.

Kind regards,

Adam

Dear Mutairi33,

As mentioned, without the ability to obtain more information about this case, the best option is for you to escalate your complaint to the licensing authority. Please let me know if you wish to do so.

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 have no choice but to reject the complaint.

Kind regards,

Adam

Dear Mutairi33,

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.

Dear Mutairi33,

As we have had no further response from you regarding this case, the complaint will now be rejected as mentioned. It can be reopened at any time.

Kind regards,

Adam