888 Casino IT - A conta do jogador foi encerrada sem explicação.

Good morning

This morning I decided to sign up at 888casino and take advantage of the welcome bonus equivalent to 100% of the deposit up to €1000.

I sign up and verify by sending the necessary documents with approval.

I deposited €1,000 and started playing live roulette, bringing my account to over €9,000 without using the bonus, thus playing with real money.

I exit the live games and start playing the slots, but after a few minutes the system kicks me out and won't let me back into my account.

Shortly after I received this email:

Dear Marco,

This is the 888 operations team and we are contacting you regarding your account with username ******.

Your account has not passed our routine security checks, which has led us to block it as it is currently under investigation.

This is a discretionary decision and, as stated in our Terms and Conditions, we reserve the right to suspend your membership and therefore, in accordance with these conditions, your account with us has been blocked as it is currently under investigation.

During this period, no further transactions will occur on this account and any future accounts you open will be blocked and their deposits may not be refunded.

I'm trying to contact customer service but it's not working.

I don't know what to do

Can you kindly help me?

Thank you

Buongiorno

Questa mattina decido di iscrivermi a 888casino e di usufruire del bonus benvenuto equivalente al 100% del deposito fino a 1000€.

Mi iscrivo e faccio la verifica inviando i documenti necessari con tanto di approvazione.

Deposito 1000€ e comincio a giocare alla roulette live portando il mio conto a più di 9000€ senza usare il bonus quindi giocando con soldi reali.

Esco dai giochi live e mi metto a giocare alle slot, dopo qualche minuto il sistema mi fa uscire e non mi fa più rientrare sul conto.

Poco dopo ricevo questa mail :

Gentile Marco,

Questo è il team operativo di 888 e ti stiamo contattando per quanto riguarda il tuo account con nome utente ******.

Il tuo account non ha superato i nostri controlli di sicurezza di routine che ci hanno portato a bloccare quest’ultimo poiché è attualmente sotto inchiesta.

Questa è una decisione discrezionale e, come indicato nei nostri Termini e condizioni, ci riserviamo il diritto di sospendere la tua iscrizione e quindi, in conformità con queste condizioni, il tuo account con noi stessi è stato bloccato poiché è attualmente sotto indagine.

Durante questo periodo non si verificheranno ulteriori transazioni su questo conto e tutti i conti futuri che aprirai verranno bloccati e i loro depositi potrebbero non essere rimborsati.

Cerco di mettermi in contatto dal servizio clienti ma non funziona.

Non so come fare

Potete aiutarmi gentilmente

Grazie

Dear Biondo21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino IT.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain which documents you were asked to submit during the verification of your account?
• Could you please share with me the original correspondence you received from the casino as evidence? Share it with me to my email at tomas@casino.guru
• If there is any follow-up communication you received from the casino, please share it with me as well.

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning Tomas

The casino did not ask me for any other documents other than those needed to verify the account.

Which were uploaded directly to the platform and approved.

I forwarded you everything I received by email

I await your

Thank you

Buongiorno Tomas

Il casino non mi ha chiesto altri documenti oltre quelli necessari alla verifica dell'account.

I quali sono stati caricati direttamente nella piattaforma e approvati.

Ti ho inoltrato per mail tutto quello che ho ricevuto

Attendo tue

Grazie

Thanks for your reply.

I checked and couldn't find any correspondence you might have sent to me. Kindly send me the evidence again, or try using a different email service to send me the information. (gmail.com for example)

Looking forward to your reply.

Hi Tomas

I don't know why but with Libero email you don't receive emails.

I forwarded everything again via gmail.

I kindly ask you to confirm that you have received the email.

I await your reply as soon as possible, kindly

Thank you

Ciao Tomas

Non so perché ma con la mail di libero non ti arrivano le mail.

Ho inoltrato tutto nuovamente tramite gmail.

Ti chiedo cortesemente conferma che tu abbia ricevuto la mail.

Attendo riscontro il prima possibile gentilmente

Grazie

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of 888 Casino IT to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you Biondo21 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 IT 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 resolve this issue.

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.

Dear Biondo21,

Thank you for your message and please accept our apologies for the delayed response.

We understand your concerns and appreciate your patience. Please note that your account is currently under investigation as part of our routine security checks. This is a discretionary decision, and as stated in our Terms and Conditions, we reserve the right to suspend a player’s registration.

Accordingly, your account has been blocked in line with these terms while the investigation is ongoing. During this period, no further transactions will take place on the account, and any future accounts you may attempt to open will also be blocked, with any associated deposits potentially not being refunded.

We understand this may be frustrating, but please be assured that the matter is being handled with the utmost care and in line with our internal procedures.

Thank you for your understanding.

Kind regards,

888Casino Customer Service

Thank you for the update 888 Casino IT representative. Can you let us know how long this investigation may take? Thank you in advance!

Dear Peter,

At the moment, we do not have a specific timeframe for the completion of the review. However, please rest assured that once the review is finalized, member will be notified accordingly.

We appreciate your continued patience and understanding.

Kind regards,

888Casino Customer Service

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 Biondo21,

Sorry for the length of time this is taking, and for the inconvenience caused. With regard to the investigation, it is still ongoing and we're still waiting for updates from the said team. No worries, I can assure you that they're doing their best to complete the checks immediately. We'll send update via email once review has been completed.

Kind regards,

888Casino Customer Service

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 Peter,

The account is still under investigation, and we are currently awaiting feedback from our specialized team. Rest assured that once we receive any updates, we will notify you accordingly.

Thank you for your patience and understanding.

Kind regards,

888 Support 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.

Hi Peter,

Account is still under review by our specialized team, and we are waiting for their feedback. A follow-up has already been sent, and we will update you once the feedback is provided.

Thank you for your patience and understanding.

Kind regards,

888 Support Team

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. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli and submit the following form to the licensing authority's email (Giochi.reclami.online@aams.it).. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter