888 Casino - A conta do jogador foi encerrada e o saque foi adiado.

Good morning dear guru team

I have been a member of 888 Casino for several years, but I have hardly played there.

I've been playing there regularly since July 2025, so I had my account fully verified on July 6th.

Since July 7th, I have frequently deposited and withdrawn small amounts of money, even €2,000, which were transferred to me immediately without any problems.

The problems began on August 10th. I requested a withdrawal of €800, and shortly thereafter, without any explanation, my account was temporarily deactivated in the middle of the game.

Over the next few days I received a total of three emails asking me to upload some documents, even though I was already verified.

The first two documents were approved immediately. On August 16, I had to submit a screenshot of my Paysafe account. Since then, there has been no response from the casino.

I have never violated the terms and conditions, never played with bonuses or anything like that. The only thing they could accuse me of is that I played frequently over a longer period of time and made frequent deposits and withdrawals, but that is no reason to ban me!

Since August 16, I've sent several emails to the team, asking why my account was deactivated and what's happening with my €800 withdrawal request, but I've received no response to date.

I also wrote to them that if they keep my account blocked, I would like to at least have the withdrawal order of €800 and my remaining balance of €1455 paid out to my account, after which they can delete my account.

Thanks in advance for the help

Kind regards, Marco

Guten Morgen liebes guru Team

Und zwar bin ich seit einigen Jahren Mitglied bei dem 888 Casino,jedoch kaum dort gespielt.

Seit Juli.2025 Spielte ich dort regelmäßig,daher habe ich auch direkt mein Konto am 6.7 vollständig verfizieren lassen.

Seit dem 7.7 habe ich dann des öfteren kleinere Geldbeträge ein und Auszahlen lassen, sogar 2000€,wurden mir ohne Probleme sofort Überwiesen.

Am 10.8 fingen dann die Probleme an,ich habe einen Auszahlungsauftrag von 800€ angewiesen,kurz darauf wurde ohne jegliche begründung mitten im Spiel mein Konto vorrübergehend deaktiviert.

Die nächsten Tage bekam ich gesamt 3 Emails,mit der aufforderung einige Dokumente Hochzuladen,obwohl ich schon Verfiziert war.

Die ersten beiden Dokumente wurden sofort genehmigt, am 16.8 musste ich einen Screenshot meines Paysafekontos nachreichen,seit dem gab es keine reaktion mehr vom Casino.

Ich habe niemals gegen die Agbs verstossen,niemals mit Bonus gespielt oder dergleichen,das einzige was sie mir vorwerfen könnten,das ich oft in längerem Zeitraum gespielt habe,oft ein und Ausbzahlungen getätigt habe,was aber kein grund zur Sperre ist!

Ich hatte seit dem 16.8 nun einige Emails an das Team geschickt,aus welcher begründung mein Konto deaktiviert wurde,und wie es mit meinen 800€ auszahlungsauftrag aussieht,bis dato kam keine Antwort.

Ich hatte denen auch geschrieben,sollten sie mein Konto Gesperrt lassen,möchte ich weningsten den auszahlungsauftrag von 800€ und mein restliches Guthaben von1455€ auf mein Konto ausbezahlt bekommen,danach könnten sie mein Konto gerne Löschen.

Danke im voraus für die hilfe

Mit freundlchen grüßen Marco

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing. To better understand your situation and move the process forward, could you please provide the following details:

1. When was the last time you contacted the casino regarding the verification of your account?
2. Does the Paysafe document contain all the personal information needed for the successful verification? Please forward me the screenshot that you sent to the casino at [email protected], or post it here to the complaint thread.
3. What types of games did you play shortly before your account was locked? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello

Last time I contacted support, screenshot attached!

The Paysafecard account document contains all the necessary information, such as address, first and last name, customer number and date of birth, as shown in the screenshot.

I mainly play slot machines; at the time I was playing Bonanza Megaways, but after I won again, my account was deactivated.

Best regards, Marco

Hallo

Das letzte mal habe ich dem Support,Screenshot liegt bei!

Das Paysafecard Konto Dokument enthällt alle benötigen Informationen,sowie Adresse ,Vor-Nachnamen,Kundennummer,Geburtsdatum,wie im Screenshot ersichtlich.

Ich spiele haupsächlich nur Spielautomaten,zu diesem Zeitpunkt hatte ich Bonanza Megaways gespielt,nachdem ich wieder gewonnen hatte wurde mein Konto deaktiviert.

Liebe grüße Marco

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

Dear MarcoPolo40,

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,

Veronika