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I received an email telling me that due to their mistake they would permanently close my account and so it was... it is not possible that due to their mistake I lost everything

Mi è arrivata un e-mail dicendomi che per un loro errore mi avrebbero chiuso definitivamente l account e così è stato .. non è possibile che per un loro errore ci abbia perso tutto io

Dear noediana1992,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify the dispute value (€100)? Was this the remaining balance you had in your casino account before you lost access to it?
• Did you accumulate your winnings with or without an active bonus?
• Which games did you focus on - slots, live casino, sports betting, etc.?

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,

Kristina

the 100 were what they owed me when they suddenly closed my account... or maybe it was 150... the next day they arrived... the account was closed after I requested this money that had been blocked for 5 days... so surely the customer service took the wrong step or I don't know... I only know that an account where I used to top up a lot was closed

i 100 erano quelli che mi dovevano quando mi hanno chiuso improvvisamente il conto .. anzi forse erano 150 .. il giorno dopo mi sono arrivati ..il conto è stato chiuso dopo una mia richiesta di questi soldi bloccati da 5 giorni .. quindi sicuramente l’assistenza ha sbagliato passo o non saprei .. so solo che mi è stato chiuso un conto dove ricaricavo tanto

I was playing slots

Giocavo alle slot

Thank you very much for your reply, noediana1992. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear noediana1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi.. the 15 days should expire today or am I wrong? So when could I get my account back?

Salve .. i 15 giorni dovrebbero scadere oggi o sbaglio ? Quindi quando potrei riavere il mio account ?

And above all in the email it was written that I should change my username and things like that.. is it possible to leave the same one? And let me enter the one I already had? I had already reached a good level

E sopratutto nella e-mail c’era scritto che dovrei cambiare nome utente e cose del genere .. è possibile lasciare lo stesso ? E farmi entrare in quello che avevo già ? Avevo già raggiunto un buon livello

I created a new one

Ne ho creato uno nuovo

Hi, I reopened the account that was closed by mistake by them. The account started from scratch and not with the things I had before as they promised me. I was not given any bonus as it was written. And now in addition to the identity card and the photo of my card they asked me for the statement that I can't receive. What should I do? I have 650 and euros of withdrawal that they won't send me until I also send the statement and it seems exaggerated to me. They have never asked for things like this I don't understand all this stuff. If you can help me I thank you. At least to cancel the request for the statement to receive my money

Salve ho riaperto il conto che mi era stato chiuso per sbaglio da loro .. il conto è ripartito da zero e non con le cose che avevo prima come mi avevano promesso .. non mi è stato dato nessun bonus come c’era scritto .. e in più ora oltre alla carta di identità e la foto della mia carta mi hanno chiesto l estratto conto che io non riesco a ricevere .. come dovrei fare ? Ho 650 e euro di prelievo che non mi inviano finché non mando pure l estratto conto e mi sembra esagerato.. non hanno mai chiesto cose del genere non capisco tutta questa roba .. se mi potete aiutare vi ringrazio .. almeno ad annullare la richiesta dell estratto conto per ricevere i miei soldi

Do I understand correctly, based on your last two messages, that you currently have two active accounts? Have you contacted the casino regarding the missing funds?

No, I don't have two accounts... they closed one of them by mistake... and I had to reopen a new one after 15 days... now they're asking me for a bank statement that I can't have since I have a Postepay... so they're not sending me the withdrawal... this is all absurd... it always gives me problems... how can I solve it?

No non ho due conti .. uno me l’hanno chiuso per sbaglio .. e ne ho dovuto riaprire uno nuovo dopo 15 giorni .. ora mi stanno chiedendo estratto conto che io non posso avere avendo una Postepay .. perciò non mi mandano il prelievo .. è assurdo tutto ciò .. mi dà sempre problemi .. come posso risolvere ?

I asked support and they keep telling me that the bank statement is missing and that they don't know anything as always

Ho chiesto all assistenza e continuano a dirmi che manca l estratto conto e che loro non sanno nulla come sempre

Thank you very much, noediana1992, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you noediana1992 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 the player's account was blocked and what we can do to help resolve this issue..

Thank you!

Hi Peter,

Upon checking the account, I can confirm that it has already been permanently closed.

Regarding the €100—if the member is referring to her withdrawal, it was approved and released on our end on May 17, 2025. However, if she is referring to other funds, could you please provide a screenshot so we can investigate further?

Thank you.

888 Support Team

Yes, that's right... but then I reopened a new account... in this account they ask me for my documents, as well as the bank statement... which I can't get because I have a simple Postepay... it seems absurd to me... without that they block my withdrawals...

Sì questo sì ..è giusto .. ma poi ho riaperto un account nuovo .. in questo account mi chiedono oltre ai miei documenti , l’estratto conto .. che io non riesco ad avere perché ho una semplice Postepay .. mi sembra assurdo .. senza quello mi bloccano i prelievi ..

Anyway it was their mistake to close my account and I don't think it's fair since I had passed a good level

Comunque è stato un loro errore chiudermi l account e non lo trovo giusto dato che avevo superato un buon livello

Hi noediana1992,

We would like to inform you that documents have been requested as part of our verification process, in line with our regulatory obligations.

Please note that we reserve the right to verify your registration details—including your name, address, age, and payment methods—at any time.

We appreciate your patience and understanding in this matter.

888 Support Team

Exactly I sent all the documents except the bank statement.. I'm asking for assistance for this.. because I can't have it in the Postepay app

Esatto li ho mandati tutti i documenti tranne l’estratto conto .. sto chiedendo assistenza per questo .. perché non riesco ad averlo nell app di Postepay

Dear 888 Casino IT representative, are there any other options for providing information about the payment methods instead of a bank statement? As the player used a prepaid card, there is no option to provide any bank history for such a transaction. Let us know what can be done in this situation so we can continue with the resolution of the case!

A thousand thanks

Grazie mille

The first card is a Postepay and I can't get it.. the second is a Revolut card so it's not physical

La prima carta è una Postepay e non riesco ad averlo.. la seconda è una carta revolut perciò non fisica

Dear noediana1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes I have already sent the statement of the other card. But they continue to ask me for the other one... so I have 100 euros of winnings blocked that they won't send me... and I don't think I'll upload more because without the statement of that card they won't send them to me... unfortunately in the Postepay app it doesn't let me have the statement and they continue to ask me for it by email

Sì l estratto conto dell altra carta l’ho già mandato . Ma stanno continuando a chiedermi quello dell’altra .. perciò ho 100 euro di vincita bloccati che non mi inviano .. e non penso di caricarne altri perché senza l estratto conto di quella carta non me li mandano .. purtroppo nell app Postepay non mi fa avere l estratto conto e continuano a chiedermelo per email

Dear 888 Casino IT representative, Could you kindly clarify why the Postepay statement remains a mandatory requirement in this case, given that the player has indicated they are unable to provide the requested documentation?

If the statement cannot be produced, is there any alternative form of verification or supporting documentation the player can submit in order for us to move forward with the case?

We appreciate your guidance and look forward to your suggestions on how best to proceed under these circumstances.

Here thanks .. and they blocked 100 euros of withdrawal for almost a month for this statement .. come on .. I'm not loading anymore in fact

Ecco grazie .. e mi hanno bloccato 100 euro di prelievo da quasi un mese per questo estratto conto .. ma dai .. non sto più caricando infatti

It's not in the post office app otherwise I wouldn't have reported the case. I'll go to the post office and see if I get the money.

Nell app delle poste non c’è sennò non avrei segnalato il caso . Andrò alla posta e vedremo se ricevo i soldi

Dear noediana1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I haven't been able to go to the post office yet due to working hours... I'll go as soon as I can... even if they don't ask for this from everyone but that's okay... I'll do it to get the money I withdrew that never arrived

Non sono ancora riuscita ad andare alla posta per orari lavorativi ..appena posso vado.. anche se tutto ciò non lo richiedono a tutti ma va bene.. lo farò per avere i soldi prelevati mai arrivati

I sent the bank statement... I'm waiting for a reply... and above all the money withdrawn

Ho inviato l’estratto conto .. attendo risposta .. e sopratutto i soldi prelevati

Dear noediana1992,

Thank you very much for your cooperation and for submitting the requested bank statement.

We truly understand how frustrating and inconvenient this process may have been, especially given the circumstances that led to your initial account closure. Please accept our sincere apologies for the continued delays and any confusion caused along the way.

Kindly note that the documents you provided are now under review by our relevant team. This process may take up to 72 hours to complete. Rest assured, we are doing our best to expedite the verification and ensure that your withdrawal is processed as soon as possible.

We greatly appreciate your patience and understanding, and we will provide you with an update the moment we receive further information.

Kind regards,

888 Support Team

Thank you so much.. I hope to solve this problem now.. I await news

Grazie mille .. spero di risolvere questo problema ora .. attendo notizie

I sent the statement yesterday but nothing has changed... I don't receive the money

Ho inviato ieri l’estratto conto ma non è cambiato nulla .. non mi arrivano i soldi

Dear noediana1992,

Thank you for your follow-up and for your continued patience.

We understand how important this matter is to you, and we sincerely apologise for any inconvenience caused by the delay. Please rest assured that your bank statement has been received and remains under review by our relevant team.

As previously mentioned, the verification process may take up to 72 hours to complete. We know waiting can be frustrating, but we are doing our utmost to finalise the checks as quickly as possible to allow your withdrawal to be processed.

We appreciate your understanding and will provide an update as soon as there is any progress.

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.

Dear Peter,

Thank you for your follow-up.

We’re pleased to confirm that the matter has now been resolved.

Should the member require any further assistance, we remain at their full disposal.

Kind regards,

888 Support Team

Thank you for the update 888 Casino IT representative.

Dear noediana1992, let us know if your issue has been resolved or if you require any further assistance. Thank you in advance!

For now everything is solved, thank you so much for your help ❤️

Per ora tutto risolto grazie mille per l’aiuto ❤️

Dear noediana1992,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter