The player from Bulgaria had claimed that her account was not restricted until February 17, 2023, which had caused a loss of over 3000 leva. The player had requested a reimbursement from the casino which was denied. The player had confirmed that they had been registered with the casino for two years, had passed the KYC verification, and had used the same personal data for registration as in the NRA register. The Complaints Team had requested further information regarding any self-exclusion requests made by the player, but the player did not respond. As a result, we were unable to investigate further and had to reject the complaint.
8888.bg Casino - Player experiences delay in account restriction leading to losses.
Amount: 3,000 лв
8888.bg Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Hello, I have been registered with the NRA (National Revenue Agency) since December 19, 2022, reference no. 94-M-2134 / December 19, 2022, however, despite this, my account was not restricted until February 17, 2023. As a result, I lost over 3000 leva, potentially even more. I asked the casino to reimburse the amounts, but they refused.
Automatic translation:
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11 months ago
Dear racheva96,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 8888.bg Casino.
Could you please specify when exactly you registered at the casino?
Have you passed the KYC verification? Have you used the same personal information in the casino as in the NRA register?
Do I understand correctly that you deposited and lost over 3000 leva from 19 December to 17 February?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
Translation
I have been registered for 2 years, having registered in the register on 12/19/2022. The same personal data was used in both places, it's just that the casino was late in fulfilling its obligations, not on time. KYC verification has been passed long ago and successfully.
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11 months ago
Thank you very much, racheva96, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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11 months ago
Dear racheva96,
I'm Michal and I have taken over your complaint. I understand the difficulty in managing your gambling urges when faced with strong temptations. I acknowledge your registration with the NRA (National Revenue Agency), but based on my understanding, your account with 8888.bg Casino was opened before your NRA registration. Could you please confirm whether you've submitted a self-exclusion request or informed the casino team about your desire for self-exclusion or any gambling-related challenges? If so, when did you make such a request? Additionally, could you provide any evidence of your communication with the casino team regarding these matters? It's important to note that the standard procedure involves notifying the casino team first about any issues or challenges related to gambling.
