The player from Austria had his account deactivated without explanation after requesting a withdrawal of €800. Despite providing the required documents following the initial verification, he had not received a response regarding his account status or the withdrawal request. He requested the payout of his €800 withdrawal and the remaining balance of €1455. The issue was resolved, and the player confirmed that his complaint was marked as resolved.
888 Casino - Player’s account has been closed and withdrawal delayed.
Resolved
Our verdict
Case closed
Amount: €2,255
888 Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
6 months ago
Translation
Good morning dear guru team
I have been a member of 888 Casino for several years, but I have hardly played there.
I've been playing there regularly since July 2025, so I had my account fully verified on July 6th.
Since July 7th, I have frequently deposited and withdrawn small amounts of money, even €2,000, which were transferred to me immediately without any problems.
The problems began on August 10th. I requested a withdrawal of €800, and shortly thereafter, without any explanation, my account was temporarily deactivated in the middle of the game.
Over the next few days I received a total of three emails asking me to upload some documents, even though I was already verified.
The first two documents were approved immediately. On August 16, I had to submit a screenshot of my Paysafe account. Since then, there has been no response from the casino.
I have never violated the terms and conditions, never played with bonuses or anything like that. The only thing they could accuse me of is that I played frequently over a longer period of time and made frequent deposits and withdrawals, but that is no reason to ban me!
Since August 16, I've sent several emails to the team, asking why my account was deactivated and what's happening with my €800 withdrawal request, but I've received no response to date.
I also wrote to them that if they keep my account blocked, I would like to at least have the withdrawal order of €800 and my remaining balance of €1455 paid out to my account, after which they can delete my account.
Thanks in advance for the help
Kind regards, Marco
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing. To better understand your situation and move the process forward, could you please provide the following details:
- When was the last time you contacted the casino regarding the verification of your account?
- Does the Paysafe document contain all the personal information needed for the successful verification? Please forward me the screenshot that you sent to the casino at veronika.f@casino.guru, or post it here to the complaint thread.
- What types of games did you play shortly before your account was locked? Were they slots, live casino games, or did you place bets on sports?
I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
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Sensitive attachment
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6 months ago
TranslationHello
Last time I contacted support, screenshot attached!
The Paysafecard account document contains all the necessary information, such as address, first and last name, customer number and date of birth, as shown in the screenshot.
I mainly play slot machines; at the time I was playing Bonanza Megaways, but after I won again, my account was deactivated.
Best regards, Marco
Automatic translation:
Public
Public
6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear MarcoPolo40,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
