888 Casino PT - Player's game issue remains unresolved.

Good evening.

I've been playing a game for some time, and I've already won a lot of money. Suddenly the game got stuck.

Being stuck has already been confirmed several times by the 888.co.uk support.

The problem is that they never resolve it.

They say they're working on it, but this process has been dragging on for a long time.

Twice today I received emails telling me that the amount I had deposited had been refused. I haven't made a deposit in that casino today.

I'd like to play 888.co.uk but I've noticed for some time that something isn't right.

Thank you for your intervention.

Thank you

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify what the current real-money balance in your casino account is?
• Have you passed the full KYC verification at this casino?
• Is there any pending withdrawal request currently in your casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear olgasantos1956,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of olgasantos1956. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear olgasantos1956,

In order for us to investigate your issue, please respond to the questions I previously asked you:

• Could you please specify what the current real-money balance in your casino account is?
• Have you passed the full KYC verification at this casino?
• Is there any pending withdrawal request currently in your casino account?

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru