888 Casino - Player’s account has been closed without resolution.

Hello,

I made an account in 888 casino in October, placed one sports bet and they blocked my account, I cant access it. They are asking for documents all the time. I have sent them both ID and passport photo, selfie with both documents, selfie with my nickname, proof of address registered to account, proof of payment (skrill), proof of funding skrill, paystubs from work and selfies with all of previously mentioned documents but they just keep asking for them again and again, seems like they just dont want to verify the account. Customer support doesnt help in any way, they are just saying that I need to send documents again.

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Dear player,

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.

• Did you have any funds in your gaming account at the moment you lost access?
• Which documents were approved and which were not, to your knowledge? Has the casino indicated that there might be a problem with approving specific documents?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

I had a little bit over 100 euros when they blocked access to my account.

I really have no idea which documents were approved and which werent because they were asking for all of them again and again.

I didnt use any bonus.

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I have sent the documents to your email.

Dear Player,

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, Igor (igor.p@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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear rihards94,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the 888 Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a 888 Casino representative to join this conversation and participate in resolving this complaint.

Dear 888 Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for bringing this matter to our attention.

We have reviewed the case and have sent a new email to the member to confirm the current status of the verification process and to clarify if any additional information or documentation may still be required from their side.

At this stage, we are awaiting the member's response so we can proceed accordingly. We appreciate the player's cooperation so far and thank them for the documents they have already provided.

Should any further details be required, we will continue to assist and provide updates as needed.

Kind regards,

888poker Support

Dear 888 representative, you are asking for a document that cant be made. In your email it states that I need to send:

Proof of Address

Please send a photo of yourself holding a bank or Revolut statement that clearly shows:

Your registered address

A transaction made to your 888 account

I made a deposit through Skrill. As we know when sending Skrill payment there is no visible registered address. What should I be sending in this photo? Me with deposit to Skrill account (which would be Revolut account like you asked) or deposit to 888 account from Skrill account?

Dear rihards94,

Thank you for your message and for explaining the situation.

To clarify, since your deposit to your 888 account was made through Skrill, the transaction that we need to see is the funding of your Skrill account, not the transfer from Skrill to 888.

In this case, please provide a photo of yourself holding a bank or Revolut statement showing the transaction where your Skrill account was funded. The document should clearly display:

-Your name

-Your registered address

-The transaction showing funds sent to your Skrill account

This helps us verify the source of funds used for the deposit.

Thank you for your cooperation.

Kind regards,

888poker Support

Dear rihards94,

The casino has provided detailed instructions regarding the documents they are requesting.

Please read the message and let us know when you will do so.

Thank you for your cooperation and understanding.

Documents have been uploaded.

Dear rihards94,

Thank you for your cooperation and for uploading the requested documents.

Our team will now review the files you submitted. Please allow up to 72 hours for the verification process to be completed. If any additional information is required, we will contact you directly.

We appreciate your patience while this is being reviewed.

Kind regards,

888poker Support 

Dear 888 Casino,

We kindly request an update regarding the acceptance of the documents and whether any further verification is necessary.

Thank you for your assistance.

Dear rihards94,

Thank you for your cooperation and for uploading the requested documents.

We would like to inform you that your submitted documents are still under review by our specialized team.

Please rest assured that your case has already been escalated accordingly, and we are closely monitoring the progress. You will be notified as soon as the verification process has been completed.

We sincerely appreciate your patience and understanding while we complete this review.

Kind regards,

888poker Support 

Dear Rihards,

We are contacting you from the Operations Team at 888sport regarding your account with the username [redacted by Casino Guru].

Thank you for your cooperation with the verification of your account; however, to finalise the authentication process we require the following:

 A selfie holding your username written in as piece of paper

 A copy of a recent statement funding on your revolut.

You will be notified when your documents have been received and verified.

Got this email again from them. Both documents are uploaded. (First one I have uploaded like 3 times already). Also uploaded is the invoice from last paycheck since im guessing that will be their next request.

Its been like this for months already, getting tired of this.

Dear 888 Casino,

Thank you for your update. Please inform us once there is any news to share.

Additionally, please let us know if there is anything the player can do to speed up the process.

Dear rihards94,

This is to inform you that the matter has already been escalated and a follow-up has been made with our specialized team. We will provide notification once feedback has been received.

Thank you for your patience

Kind regards,

888poker Support 

Got an email from them that my withdrawal finally is being processed now. Will update if I will finally get it.

Withdrawal has been received.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear rihards94,

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,

Igor