888Starz Casino - Player wishes to reopen his account.

Hi

I opened an account with this casino recently. I was played and won no problems. Then I lost 3800 euros on just one day, but I have seen my cash back bonus of 342 euros according to my status. But before I get this bonus I told them to close my account I didn’t aware this bonus will be credited in two days. I asked the casino regarding this they didn’t want to answer even they disappointed me for reopening account need to get medical certificate from the psychiatrist. They do not have a rights to say about my condition but they did assaulted me. I need my cash back bonus of 342 euros and warn that 888starz bastards to talk to players careful. Please help me.

antony.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a couple of questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting your account to be closed? You’re your account fully verified previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have given the reason to close my account via chat support because of addiction. But my account was active after I told my addiction to them , then I seen my cash back bonus of 342 euros. Cash back bonus I am eligible to withdrawal that’s the reason they didn’t want to reopen my account.

Thank you very much, Anto1318, for your reply. Do I understand correctly that the active balance was zero at the time of the account closure? I’m afraid, if there are no funds being held by the casino, we don’t stand a genuine chance to have your account reopened. I fully understand your frustration but please remember that casinos have the right to close players’ accounts, especially if they suspect gambling problems. It is dictated by Licensing Authorities and not solely casinos’ decision. Dedicated teams are monitoring player’s behaviour and if they recognize a pattern or a sign of compulsive play, they have a full right to stop this player from further action. In this specific case, you personally requested your account to be suspended due to a gambling problem.

I hope this explanation was satisfactory. Please let me know if there’s anything else we could try to help you with but in the meantime, please accept that we don’t have the power or authority to force a casino to reopen your account. It has been blocked for a valid reason. Thank you very much in advance for your understanding and reply. 

Dear Anto1318,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

We’ve rejected this complaint as unjustified. 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 any other casino. We are here to help.