888 Casino Arabic - Player's account has been closed and funds confiscated.

I won 1000 USD from a bonus after completing all wagering requirements.

However, my account was suddenly closed, and my funds were confiscated without clear explanation or evidence.

I believe I followed all the rules and did not abuse any promotion intentionally.

I kindly ask for a fair investigation and the

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• When did you create your casino account, and when was it closed?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your response. I confirm that my case has already been reviewed by your Customer Service Team, and I have received a final decision without being provided with any clear evidence to support the claim of "low-risk betting." For clarity, I would like to emphasize the key concern: My withdrawal request was submitted after completing all wagering requirements, and only after approximately 8 hours, my account was closed and the balance confiscated. I kindly ask that this complaint is reviewed thoroughly, and that I am provided with: Specific evidence of the alleged "low-risk betting" Exact bets, including dates and times The precise clause in your Terms & Conditions that was violated I look forward to a detailed and fair review of my case. Thank you for your attention.

I strongly deny your allegations of multiple accounts or any violation of your terms and conditions.

Your decision to close my account and confiscate my balance is completely unjustified, especially since no clear or verifiable evidence has been provided to support these claims.

I request that you provide detailed proof of the alleged violation. Otherwise, I expect my account to be reinstated and my full balance to be returned immediately.

If this issue is not resolved promptly, I will escalate the matter further through official channels and relevant authorities.

I look forward to your urgent response.

Thank you for your reply, A7tmail1. I understand you may be busy or distressed by the situation, but it appears my earlier questions have not yet been answered. Could you please review my initial message and provide the requested information? These details are essential for us to proceed with the case. Thank you in advance for your assistance.

Hello Kristina,

Thank you for your response and for following up on my complaint.

I was mainly playing slots and live casino games.

Yes, I had fully completed the account verification process before it was closed.

Unfortunately, I cannot recall the exact account creation date because I no longer have access to my account, but it was closed on April 2, 2026.

I would also like to point out that my account was closed approximately 8 hours after I submitted a withdrawal request of $1,000, which is very concerning and raises serious questions.

I would like to emphasize that I played in good faith and followed the terms and conditions to the best of my knowledge, without any intentional violations.

Based on this, I kindly request a clear and detailed explanation for the account closure and the confiscation of my balance, along with any evidence supporting this decision—especially given the timing of the closure immediately after my withdrawal request.

I also request a fair and thorough review of my case.

I appreciate your cooperation and look forward to your prompt response.

Thank you very much for your reply, A7tmail1. Have you received any explanation from the casino regarding the blocked account? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

Thank you for your response.

Yes, I have received a reply from the casino, and I am attaching all relevant correspondence.

As you can see, the casino only claims "bonus abuse" without providing any specific explanation or evidence. They also refused to continue any further discussion.

I would like to highlight that:

I believe this action is unfair and lacks transparency, as no clear justification or proof has been provided.

I kindly ask for your assistance in reviewing this case and requesting proper evidence from the casino.

Thank you for your support.

Hello Kristina,

Thank you for your continued assistance.

I have now provided all the communication between myself and the casino. As clearly shown, the operator repeatedly claims "bonus abuse" but has failed to provide any specific details, evidence, or gameplay records to support this accusation.

Despite my full cooperation, including completing all KYC verification requests multiple times, no issue was ever raised during my gameplay. The only action taken was the closure of my account immediately after I submitted a withdrawal request.

This sequence of events is deeply concerning, as it suggests that the decision was not based on any verified violation, but rather triggered by my withdrawal attempt.

Furthermore, my gameplay was strictly limited to slot games, which are purely random and do not allow for any strategic manipulation that could reasonably be classified as bonus abuse.

The casino’s refusal to provide evidence or engage in further discussion only reinforces the lack of transparency in this case.

Given these facts, I respectfully request your assistance in requiring the casino to:

I firmly believe that without evidence, such actions are unjustified and inconsistent with fair gaming principles.

Thank you for your time and support. I trust in your fairness and professionalism in reviewing this matter.

Kind regards,

Dear A7tmail1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello A7tmail1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 888 Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.

Hello Martin,

Thank you for taking over my case, I appreciate your assistance.

I would like to confirm that I have provided all relevant communication with the casino, and as shown, the operator has only made a general claim of "bonus abuse" without providing any specific explanation or evidence.

To clarify once again:

My gameplay was normal and limited to slot games.

I fully complied with all KYC verification requests.

No issue was raised during my gameplay.

My account was only closed after I submitted a withdrawal request.

I am fully willing to cooperate and provide any additional information if needed.

I kindly request that the casino be asked to provide clear and verifiable evidence to support their claim, as I believe the confiscation of my funds is unjustified without proof.

Thank you for your support.

Kind regards,

Hi A7tmail1,

Thank you for bringing this to our attention, and we’re sorry to hear about your experience. We understand how concerning this situation must be, especially regarding your account closure and the funds in question.

To assist you further and review your case in detail, we kindly ask that you contact our support team directly via Live Chat so we can securely access your account and investigate this thoroughly.

Alternatively, you may also reach out to us via our official Reddit support page here: https://www.reddit.com/r/888pokerofficial/

Once you contact us through one of these channels and provide your account details, we’ll be able to look into this matter more closely and guide you accordingly.

We appreciate your cooperation and look forward to assisting you further.

Kind regards,

888poker Support Team

Hello Martin,

Thank you for the update.

I would like to point out that the casino’s response does not address the issue at all. Instead of providing any explanation or evidence regarding the alleged "bonus abuse," they are asking me to contact them خارج this complaint platform via Live Chat or Reddit.

I believe this is an attempt to move the discussion away from this official complaint process, where there is no transparency or record of communication.

For clarity:

I have already contacted the casino multiple times.

They have repeatedly claimed "bonus abuse" without providing any evidence.

My account was closed only after I requested a withdrawal.

I kindly request that the casino provide their explanation and any supporting evidence directly here, within this complaint, so that the process remains transparent and properly documented.

Thank you for your support.

Kind regards,

This is the casino website and email address.

https://www.ar888games2.com/?utm_campaign=as-npt117206356

support@888casino1.com

Dear casino representative,

thank you for your response. Please explain to us in detail what kind of bonus abuse do you believe the player has undertaken. In case you deem this confidential, please message me at martin.l@casino.guru.

Hello Martin,

Thank you for your clear request to the casino.

I would like to confirm that I fully support your request for detailed clarification and evidence regarding the alleged "bonus abuse."

As previously stated, my gameplay was normal and limited to slot games, and I did not engage in any behavior that could reasonably be considered abusive or against the terms.

I also fully cooperated with all KYC verification requests, and no concerns were raised until after I submitted a withdrawal request.

I appreciate your assistance in requesting concrete and specific evidence from the casino, as I believe this is essential for a fair resolution of the case.

Thank you for your support.

Kind regards,

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 Martin,

​The timer has expired and 888 Casino has still not provided any response or resolution to my complaint. Since the 7-day extension is over, I would like to proceed with the next steps. Please mark this complaint as 'Unresolved' to reflect their lack of cooperation, and let me know if there are any other authorities you recommend contacting."

Dear A7tmail1,

thank you for your continued cooperation, please note that I fully understand your frustration. At this point, I am extending the timer one more time, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear A7tmail1,

I can confirm I have managed to get in contact with the casino. Can you please give us the username and email you have used to register on the site? It will of course be kept confidential between the parties involved.

This is a casino site

Email support@888casino1.com

Dear A7tmail1,

thank you for your response, we are still trying to locate your account currently.

Can you please provide me with the exact link of the website and also tell us from which country you have accessed the site?

Dear Martin, Thank you for your response. The exact website link is: https://www.ar888games2.com/en

Dear A7tmail1,

thank you for your swift response. Can you please also confirm which country you have accessed the website from? Was it Algeria? It might not be possible to locate your account otherwise. Additionally, which exact bonus have you claimed? Was it the regular welcome bonus?

Saudi Arabia

Dear A7tmail1,

thank you for letting us know, we are currently waiting for the casino's response.

Dear A7tmail1,

thank you for your patience. To clarify the current situation, 888 Casinos operate under different management structures, depending on the targeted location. We are currently attempting to establish contact with someone handling the Arabic brand you've played at.

Dear A7tmail1,

thank you for your continued patience.

I would like to provide you with a brief update on the situation. We have managed to establish contact with representatives connected to the 888 brand and have been attempting to locate your account based on the information you provided. Unfortunately, they have so far been unable to find any record of your account within their systems.

At the same time, there are now some concerns that the website you played at may not be directly connected to the original 888 operation, despite using the 888 branding. We are still trying to verify the relationship between the website and the official brand and to identify the correct party responsible for handling your case.

As we have not yet received the information necessary to properly assess the complaint, I am extending the timer one final time while we continue our efforts to establish communication with the relevant representatives. If we are unable to obtain the required cooperation or clarification within this period, we may have no option but to close the complaint as unresolved, which would also result in a penalty being applied to the casino's rating.

Thank you for your understanding. We will keep you informed of any developments.

Dear A7tmail1,

Thank you for your patience and cooperation throughout this process.

After exhausting all available options, we unfortunately have not been able to obtain the information necessary to properly investigate your complaint. While we managed to establish contact with representatives associated with the 888 brand, they were unable to recognize the website in question or locate your account within their systems. At the same time, our direct attempts to communicate with the casino operating the website were unsuccessful, as we received no meaningful response regarding your case.

Because we have been unable to identify a responsible party willing or able to provide the required information, we are regrettably unable to continue the investigation any further.

As a result, this complaint will now be closed as unresolved. The unresolved status will negatively affect the casino's rating and serves as a warning to other players about the operator's lack of cooperation.

As the only other available avenue, I would like to advise you to contact the Curaçao Gaming Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you receive a response from the regulator by emailing me at martin.l@casino.guru

I understand this is not the outcome you were hoping for, and I am sorry that we were unable to assist further in this matter.

Best regards

Martin