888 Casino ES - Povlačenje igrača je odloženo zbog problema sa nalogom.

A few months ago (October 2024), the casino temporarily blocked my account until I submitted my tax returns. The reason they gave was that they were required to verify the source of the funds to prevent fraud and money laundering. It seemed reasonable to me, but for reasons that are not relevant here, I didn't submit this information until June of this year (the returns for the last four years). The casino responded stating that they would analyze the information they received. I was reassured since my tax returns show my income from work. The casino responded two days later stating that after analyzing the information, they would continue to block the account. Their reason was no longer the fight against fraud, as that point had been settled. Instead, they argued that for reasons of responsibility and commitment to healthy gambling, since I was currently unemployed, they couldn't allow me to gamble. It still seemed reasonable to me, but I had €1,447.50 in previous winnings in my account, so I requested a refund. The casino responded asking for my bank details so they could process the refund on July 2, 2025. Since then, I haven't received any communication from them, and they've stopped responding to my emails.

Hace unos meses (10/2024)el casino me bloqueo la cuenta temporalmente hasta que enviara mis declaraciones de renta. El motivo que expusieron fue que estaban obligados a comprobar la procedencia de los fondos para evitar el fraude y el blanqueo de capitales. A mi me parecio razonable pero por motivos que no vienen al caso no envie dicha informacion hasta junio de este año(las declaraciones de los ultimos 4 años). El casino me respondio diciendo que analizarian la informacion recibida. Yo estba tranquilo ya que en mis declaraciones se puede comprobar mis ingresos por rendimiento del trabajo. El casino me respondio 2 dias mas tarde exponiendo que despues de analizar la informacion seguirian bloqueando la cuenta. Su motivo ya no era la lucha contra el fraude, ya que este punto habia quedado zanjado, sino que esta vez argumentaron que por motivos de responsabilidad i compromiso con el juego saludable, al encontarme yo en situacion de desempleo en la actualidad no podian permitirme jugar. A mi me siguio pareciendo razonable, pero yo tenia 1447.5€ en ganancias previas en mi cuenta, asi que pedi que se me reintegrara ese dinero. El casino respondio pidiendome los datos bancarios para proceder al reintegro el 2 de Julio de 2025. Desde ese dia hasta hoy 15 de Julio no he recibido comunicacion ninguna por su parte, y han dejado de responder mis correos.

Hello,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was your account closed in October 2024 as a result of you attempting to withdraw winnings from the casino?
• Is there a way for you to confirm the amount withheld by the casino on your player's account?
• When was the last time you were in contact with casino support, and what response have you received?

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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

Dear alucard7899086,

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,

Tomas