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Hello.

I have a problem with the w88 casino. They suspended my account, with more than 20000 reals in balance, claiming that I violated a term about syndicate betting. This accusation is a lie, because I have always analyzed and bet alone. In contact with them via chat, they informed me that this is the decision and that they would not show me any proof. Is it correct to act this way? Simply suspend the account arbitrarily, without proof? I told them that if they prove it, I would not complain and accept the suspension of the account (because I know they have no proof). I gave as an example, a police officer arresting anyone without proof, if it would be fair to act this way. Think about it. They simply said that I accept the term when opened my account.

Please if you can help me with this I will be very grateful, because what w88 is doing is a huge injustice.

Hello marceloderiz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with W88.com Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

They never ask me for verifications. I never use any type of bonus, only real money. I made something like 6 withdrawals, because they limitate my maximum bet value, so I was forced to take out my balance. I talk to casino many times, by chat or latin whatsapp number. The last time I spoke was day 11-05, and I want to see what is the accusation, but the didn't prove nothing, only say violated terms, syndicate betting.

Thank you marceloderiz for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello marceloderiz,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just so you know, W88.com Casino was not really much cooperative to resolve complaints with us and has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you. I will contact the casino to see if I can help.

We would like to invite W88.com Casino to join the conversation.

Dear W88.com Casino,

Can you please provide information and proof of how the player allegedly breached your casino rules?

If the information can't be shared publicly please sent them to my email michal.k@casino.guru

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.

Dear marceloderiz,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. W88.com Casino used to hold a license from The Cagayan Economic Zone Authority (CEZA), but we were unable to verify this, so we cannot confirm if W88.com Casino is still licensed. If you feel you want to take this complaint further, you can contact The Cagayan Economic Zone Authority (CEZA) here Email: info@ceza.gov.ph; Phone: +63282916704, but from experience we know they were not much of a help with solving player complaints. Please let me know if and how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal