888 Casino SE - A conta do jogador foi encerrada após a vitória.

Account (have it for 12 years+ with them) got randomly disabled after winning on slots and blackjack.

Did a first withdrawal that got approved but account was disabled right after I got my money with 10.9k left on the account.

Chat support tells me they have no information to provide to me and no access to any kind of information as to why the account is disabled. 

I received 0 email/communication since account disabled.

They aren't investigating anything or replying to any of my emails.

I even responded to a mail from their responsible gambling department months ago that I was comfortable playing to which they confirmed with a 'thank you' and let me play for months.

They seem to use that excuse to lock my funds after I request a withdrawal and disqualify me from the bonus that I win a (proof attached).

I have 10.9k US that I won on the account that is locked.

(13 years with them, documents/income verified multiple times, proof attached).

Hello Happy_life,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino SE. 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?
• Since when exactly is your account disabled?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thank you for the quick approval of the complaint and reply.

1: Yes my account was verified multiple times with no issues. The last approval of income + ID was done earlier this year when they requested my documents and they approved everything within 24 hours and was able to deposit/withdrawal after that (couldn't upload picture proof here as it gives me an error).

This time, they disabled my account without any email or communication received from their part as to why.

2: October 8th 2024, 30 minutes after an approved withdrawal and was apparently by responsible gambling (chat support told me this without any given reason) This same department requested me earlier this year if i was comfortable playing (i think it's part of their new safety for players, which is good - when done properly), to which i replied yes and with proofs of income and they were happy and they confirmed all is good by email- attached a picture of that email as well).

3: I spoke with live chat support (on their website can't access my account) yesterday as they didn't reply to my emails for over 2 weeks. The chat support only replied with prepared copy pasted paragraph that i received from previous chat support reps ' we don't know have access to the information on your account as it's from responsible gambling department, can i help you with something else?' and they would close the chat on me right after.

Thanks for your time Nick!

Thank you Happy_life for all the information provided so far. To gather further information, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Happy_life for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 888 Casino SE for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help the player receive their winnings.

Thank you!

Hi Peter,

We apologize for the delay and any inconvenience this may have caused with the member. The investigation is still ongoing, and we are awaiting updates from the Responsible Gaming Team. Rest assured, they are working diligently to complete the checks as soon as possible.

We will notify again via email once the review is complete.

Thank you for your patience.

Kind regards,

888 Poker Team

They just sent me this exact message posted here as an email. This is the first email i received since my account was disabled.

On October 8th, i received my 8k withdrawal on my muchbetter account and 5 minutes after they disabled it with 10.9k funds left on it. Responsible gambling, as much as i respect their role for players' safety, already asked me and confirmed earlier this year if i was comfortable playing as a routine check for players. I never displayed any problems with my play and already verified my income and Id multiple times with 0 issues, and had the account verified for over 10 years and am a VIP status with them.

This random, long and questionable 'investigation with no detail' safety happening after i make 2 approved withdrawals is an excuse from 888 to lock my funds with no transparency from their part. Them 'having to wait' for responsible gambling to reply as they have no clue what they're investigating for weeks is sketchy.

I would appreciate if they unlock my funds.

Thank you

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.

Hello Happy_life,

Thank you for sharing the details of your situation. We sincerely apologize for the frustration you’ve experienced, and we fully understand your concerns.

We’ve escalated your case and a follow-up has been sent to the relevant department for further investigation. We are doing everything we can to ensure a thorough review of the matter, especially regarding your pending balance and account status.

Thank you again for your patience and understanding.

We’ll keep you updated as soon as we receive any further information.

Sincerely,

888 Team

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 Happy_life, as there has been no response from the casino I am forced to close this complaint as unresolved. 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter