888 Casino RO - Player's account has been blocked for several months.

Dear GradGab,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino RO.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please list which documents the casino asked for and which documents you provided?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

GOOD DAY, I PLAYED LIVE GAMES AND SPORTS BETTING AND I INITIATED A WITHDRAWAL AFTER A FEW HOURS I RECEIVED AN EMAIL WHICH SAYS THAT THE ACCOUNT IS SUSPENDED AND I NEED TO DO CHECKS AND THEY ASKED FOR THIS: PICTURES OF THE CARD, SELFIE WITH A SHEET WITH USERNAME SELFIE WITH BULLETIN, INVOICE, SELFIE WITH INVOICE, STATEMENT OF ACCOUNT WITH ALL THE TRANSACTIONS WITH THEM, SELFIE WITH THAT STATEMENT, AFTER A FEW MONTHS THEY ASKED AGAIN FOR THESE PICTURES OF DOCUMENTS AND AGAIN I SENT, AFTER NO ANSWER ABOUT TWO MONTHS, APPUI PURE AND SIMPLE CAME BACK WITH AN EMAIL WHERE THEY SAY THAT I WILL NOT RECEIVE MY MONEY ANYMORE AND SO SINCE THEN I HAVE WRITE TO THEM BUT I HAVE NOT RECEIVED AN ANSWER FROM THEM ANYMORE.

I WILL SEND THE SCREENSHOTS WITH THE EMAILS RECEIVED FROM THEM BY EMAIL TO THE ADDRESS YOU GAVE ME.

THANK YOU





Thank you very much, GradGab, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you GradGab for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 888 Casino RO for their help in resolving this complaint. We would like to know why was the player's account suspended and winnings confiscated.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the European Commission's online dispute resolution platform (http://ec.europa.eu/consumers/odr/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of 888 Casino RO. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi GradGab,

We deeply apologize for the delay on our response here, I've checked your account and I can confirm that it's still being reviewed by our relevant team. Don't worry as soon as we have an update we'll make sure to send you an email, thank you for your understanding and patience.

Regards,

888team

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.

Hi Everyone,

We deeply apologize for the long waiting time on this. We still haven't heard back from our relevant team but we've now escalated this to their Supervisor directly to get a response asap. We'll send an update here in the soonest possible time. Thank you.

Regards,

888team

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.

Hi Everyone,

Upon thoroughly reviewing this case by our relevant team, they confirmed that the account will remain closed. But they also decided that the funds on the account can be released to the member. We've now processed a manual withdrawal for the remaining balance on the account and it should be released to member's card soon. We appreciate everyone's patience and understanding regarding this matter. Thank you.

Regards,

888team

Thank you for the response 888 Casino RO representative, I would appreciate it if you could provide me with a reason for the closing of the account. You can forward any relevant information to my email. (peter.c@casino.guru) Thank you!

Dear GradGab, we will keep this complaint open until you confirm your withdrawal has been received. Please keep me informed about any further developments. Thank you in advance for your cooperation!

Dear GradGab,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We’ve reopened this complaint at the request of GradGab. We received the following message:

Hello, they replied here that the account will remain closed and the amount from the account will be returned to the card, but they replied to me with such an email where it is written that the account remains closed and the balance remains suspended and that they will not be able to make any transactions related to my account

Dear 888 Casino RO, Can you update us on the situation regarding the funds released to the member? Thank you in advance!

Hello Peter,

Thank you for bringing this to our attention.

After conducting a thorough analysis of the member's case and carefully reviewing the provided documentation, we have made the decision to uphold the restriction on the member's account. Unfortunately, as a result, the account will remain closed, and all funds within the account will continue to be suspended.

A further review was carried out by the relevant department, and at this time, we can confirm that the funds will not be released.

We understand this may not be the outcome GradGab was hoping for, but we must follow strict regulations and procedures in these matters.

Sincerely,

888 Team

Thank you for the response 888 Casino RO representative, can you provide any information that would clear up what the player did to warrant a block from your establishment? You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance!

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.

Hi Peter,

We can assure you that this decision was not taken lightly and that the relevant team have considered several factors which unfortunately, we are unable to specify and divulge. It was never our intention to end our business with the member. Thus, we have to comply with the decision to terminate your account with us in accordance with the security check held. 

Regards,

888 Team

If you cannot provide any evidence I am unfortunately forced to close your complaint as 'unresolved'.

Dear GradGab,  I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter