The player from Austria faces issues as his account has been blocked since February 27, 2026, preventing him from accessing it or making a withdrawal of €31,512. He has been unable to contact support due to the blocked account and unsuccessful re-verification attempts.
888 Casino - Player’s account has been closed.
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Waiting for Casino Guru to reply
6d 0h 53m 46s
888 Casino
Safety Index 7.4 Above averageCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
I played exclusively craps and occasionally slots at the aforementioned casino and adhered to the applicable User Agreements and Terms of Service. On February 27, 2026, my account was blocked, and I have had no access to it since. Communication with 888 has been impossible since then, as support cannot be contacted without an account.
I tried to re-verify my account in order to contact support again, but this attempt was unsuccessful.
A withdrawal from my side was also not possible. €31,512 has since been debited from my 888 account and no longer appears. Contacting 888 remains impossible.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked? Could you please share a screenshot of what happens when you try to log in?
- Have you contacted support on the casino's website?
- Did you achieve your current balance with the help of a bonus?
- Share any supporting evidence to support your case with me here or send the information to my email at tomas@casino.guru
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
TranslationHello Tomas,
Thank you for your feedback. I have answered your questions below and attached screenshots at the end of the message:
- I played on account 888 from November 2025 to February 27, 2026. A screenshot of the message regarding the ban is attached. This is how I found out about the ban.
- A screenshot of the message I receive when trying to log in is attached. When I click "click here" during the failed login attempt (visible in the screenshot), the FAQ page opens, which is also accessible under "Online Help".
- No, I haven't contacted support because the casino's support cannot be contacted without an active account. Previously existing support email addresses are no longer active. Contacting support via "Message us" through the Help Centre is not possible with a locked account. The "Online Help" section only contains an FAQ.
- My account balance showed no outstanding bonus targets or bonus credits. At the beginning, I claimed the welcome bonus (€500, if I remember correctly) and have already withdrawn it. Afterwards, I received credits through the cashback system – I'm not sure if these cashback credits are also considered a bonus from you?
Thank you again for your support!
Best regards
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2 weeks ago
Thanks for your reply.
Have you tried replying to the operations team via email or to the now-obsolete support addresses?
Have you save any evidence of your balance in the casino before the closure, outstanding withrawal request confrimations or similar evidence?
Please share it with me via email ot post it here.
My email is tomas@casino.guru
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1 week ago
TranslationThank you, I replied directly to the email address.
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23 hours ago
Dear FiveBirds,
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, Michal (michal.k@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,
Tomas
