888 Casino IT - A conta do jogador permanece fechada sem motivo.

Good evening, I am writing to you because on September 3rd my gaming account was blocked without any explanation. I received a single email that morning saying that the account was under investigation because it had not passed "routine security checks" and therefore there was an ongoing investigation. I have sent multiple emails but have not received any response. Over the weekend, I contacted chat support, but it was pointless. They only told me that the checks would take 5 days and that, since it was a managerial decision, they couldn't provide any explanations.

I find it absurd to be blocked from one day to the next and be ignored despite sending emails. The five days have passed, so I am reaching out to you because, after searching some keywords online, I found similar cases on your site. Fortunately, I didn't have a large balance, but I would still like my account to be unblocked. I am sure I have not violated any rules. Thank you for your attention.

Buonasera, vi scrivo perché il 3 settembre mi è stato bloccato l'accesso all'account di gioco senza alcuna motivazione. Mi hanno mandato un'unica mail quella mattina dicendo che l'account era sotto inchiesta perché non aveva superato "controlli di sicurezza di routine" e quindi c'era un'indagine in corso. Ho mandato più mail ma non ho ricevuto alcuna risposta. Nel weekend ho contattato l'assistenza chat ma è stato inutile. Mi hanno detto solamente che ci volevano 5 giorni per effettuare i controlli e che trattandosi di una decisione manageriale non potevano darmi spiegazioni.

Trovo assurdo trovarsi bloccati dall'oggi al domani ed essere ignorati nonostante le mail. I cinque giorni sono passati, quindi sto chiedendo a voi perché cercando alcune parole chiave online ho trovato dei casi analoghi sul vostro sito. Per fortuna non avevo un grosso saldo, ma comunque vorrei che mi sbloccassero l'account. Sono sicura di non aver infranto alcuna regola. Grazie per l'attenzione.

Dear Calinella,

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 advise how long have you been a player of the casino?
• Have you made any deposits in the casino?
• Have you completed account verification previously?

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,

Tomas

I have been a player since October 2020 and have never had any issues before. I make regular deposits and have verified my account and always provided all the required documents.

Sono giocatrice da ottobre 2020 e non avevo mai avuto problemi prima. Effettuo regolarmente depositi ed ho verificato l'account e fornito sempre tutti i documenti richiesti.

Hello, any updates? I'm still stuck.

Buongiorno, nessun aggiornamento? Sono ancora bloccata.

Thanks for your patience.

Could you please share the email from the casino support with me? Send it to my email at tomas@casino.guru

Did the casino confiscate any winnings or recent deposits as a result of their unilateral decision to block your account?

No, nothing was confiscated, at least I think so. I forwarded the email to the address indicated.

No, non è stato confiscato nulla, almeno credo. Ho provveduto a girare l'email all'indirizzo indicato.

Thanks for your email and confirmation.

Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Without withholding any balance or confiscating any winnings we won't be able to pursue your case and the complaint will be closed accordingly.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.