The player from Portugal had experienced issues. Initially, her problems had begun with fluctuating betting odds, which had escalated when she attempted to withdraw funds. After several requests for documentation and answering personal questions, the casino had blocked her account following an inquiry about a relation to a certain individual, keeping her money. We had concluded that since her issue was related to sports betting, an area we lacked sufficient insight into, we could not properly evaluate her complaint. Therefore, we had to reject the complaint, but encouraged the player to reach out to us for future issues.
888Starz Casino - Player's account has been blocked after withdrawal attempt.
Amount: €229
888Starz Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Dear patricialda,
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 which games you focused on while your account was active - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Did you receive any confirmation regarding successful verification?
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
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1 month ago
Translation
good morning.
I only made a few sports bets.
I had withdrawn all the money around November and in January I deposited €200 and didn't get any bonus and the account had €228.37.
The account was verified.
They suspended the account because they wanted to know what my relationship was with Paulo Oliveira (it's in the attachment I sent, but it's in Portuguese).
Automatic translation:
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1 month ago
Thank you for your reply, patricialda. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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1 month ago
Translation
Yes I want help.
but 888starz is also a casino.
It's not just sports betting
Automatic translation:
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1 month ago
Please understand that it doesn't matter that the website offers both a casino and sports. If you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation in this specific section. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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