888 Casino IT - Conta do jogador bloqueada logo após o depósito.

Good evening, I registered on the 888 casino website and made a deposit of 950 euros through my PayPal account. As soon as the money was loaded, my gaming account was immediately blocked, along with the funds I had deposited. The casino requested that I submit proof of residence and my identification document which I promptly sent, making myself available for anything further needed for my account to be unlocked. After submitting my documents, I waited a week to reach out via live chat on the site, where they informed me that they had received my documents and that my account would be unlocked by 15/12/2023, but this never happened. I have sent various emails over the past two weeks but have constantly been ignored and I feel robbed by a casino that treats its customers this way. I am at my wits' end and wanted to ask if you could open a chat with the casino so that they respond to my emails and proceed with unlocking my gaming account. Please help me.

Buonasera, mi sono registrata sul sito casino 888 e ho effettuato un deposito di 950 euro tramite il mio conto paypal. Una volta eseguita la ricarica il mio conto di gioco è stato bloccato subito e con esso anche i fondi da me depositati. Il casinò mi ha richiesto l'invio di una prova di residenza e del mio documento di identità che io ho prontamente inviato e mi sono resa disponibile per qualsiasi cosa per procedere con lo sblocco. Dopo aver inviato i documento ho aspettato una settimana e sono andata in chat live sul sito dove mi hanno detto che avevano ricevuto i miei documenti e che il conto sarebbe stato sbloccato entro il 15/12/2023 ma così non è andata. Ho provato a scrivere varie email nell'arco di queste due settimane ma sono sempre stata ignorata e mi sento derubata da un casino che tratta così i clienti. Io non so proprio più come fare e volevo chiedere a voi se potevate aprire una chat con il casino per far si che mi rispondano alle email e procedano con lo sblocco del mio conto di gioco. Aiutatemi vi prego

Dear zanellaclaudia199,

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. Could you please advise when exactly was your account closed? When did you send the last document?

Additionally,  please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Good morning, I attach to this chat all the important communications I have had with the casino.

Buongiorno, allego a questa chat tutte le comunicazioni importanti che ho avuto con il casinò.

for the email with my documents I send it to you via email so that my documents are not in clear light on the form

per la mail con i miei documenti gliela invio tramite email in modo che i miei documenti non siano in chiara luce sul formu

Thank you very much, zanellaclaudia199, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello zanellaclaudia199,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear 888 Casino IT,

Could you please state why the player's account got blocked? Is there any problem with the player's verification?

Thank you in advance for providing the information.

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.

Hi Stefan,

It appears that member's account is now fully verified.

We also sent an email last December 25, 2023 regarding this.

@zanellaclaudia199 if you're still having trouble logging in, please let us know.

Sincerely,

888 Team

Hello zanellaclaudia199,

Could you confirm if your account was unblocked?

I am looking forward to your response.

Dear zanellaclaudia199,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.