888 Casino IT - Račun igrača je zatvoren, a sredstva su odložena.

Hello, it has been months now that I have been struggling daily with the support team of the 888 casino site. Because after winning 2000 € in a casino game, they blocked my account and requested several documents. I provided everything from selfies to photos of the card (covering the data), including proof of residence. I sent them all forms of proof of residence, even those downloaded from the government website, account statements, and even bill statements that I printed out besides sending the PDF. I have sent every possible type of document. To this day, every day, they tell me that my latest documents are under review, and every day they say they open a ticket, but they don't resolve anything. It seems like they are looking for any reason to hold my money. Obviously, my account is limited because theoretically, I need to provide these documents, which I have already provided, but they won't unlock my account to withdraw my money. I am pleading for help. Hello, it has been months now that I have been struggling daily with the support team of the 888 casino site. Because after winning 2000 € in a casino game, they blocked my account and requested several documents, which I have submitted from the first to the last, including selfies, photos of the card (covering the data), proof of residence, all forms of proof of residence, even those downloaded from the government website, account statements, and every possible type of document. Yet, to this day, every day, they tell me my most recent documents are under review, every day they say they open a ticket, but nothing gets resolved. It seems like they are looking for any reason to hold my money. Obviously, my account is limited because theoretically, I need to provide these documents that I have already provided, but they won't unlock my account to withdraw my money. I am pleading for help.

Buongiorno ormai sono mesi che combatto ogni giorno con l’assistenza del sito 888 casino in quanto 2000 € tramite una giocata al casinò mi hanno bloccato l’account e mi hanno chiesto diversi documenti che ho fornito dal primo all’ultimo includendo selfie includendo foto della carta coprendo i dati includendo prova di residenza gli ho mandato tutte le prove di residenza anche quella scaricata dal sito del governo,l’estratto conto fino addirrittura alla bolletta che ho anche stampato oltre ad aver mandato il pdf. Gli ho mandato qualsiasi tipo di documento ad oggi ogni giorno mi dicono che i miei ultimi documenti mandati sono in verifica ogni giorno mi dicono che aprono un ticket ma non mi risolvono nulla sembra che stanno cercando qualsiasi motivo per trattenere i miei soldi ovviamente il mio account è limitato perché in teoria devo fornire questi documenti che ho già fornito ma non mi sbloccano l’account per prelevare i miei soldi vi prego di un aiuto.Buongiorno ormai sono mesi che combatto ogni giorno con l’assistenza del sito 888 casino in quanto 2000 € tramite una giocata al casinò mi hanno bloccato l’account e mi hanno chiesto diversi documenti che ho fornito dal primo all’ultimo includendo selfie includendo foto della carta coprendo i dati includendo prova di residenza gli ho mandato tutte le prove di residenza anche quella scaricata dal sito del governo l’estratto conto gli ho mandato qualsiasi tipo di documento ad oggi ogni giorno mi dicono che i miei ultimi documenti mandati sono in verifica ogni giorno mi dicono che aprono un ticket ma non mi risolvono nulla sembra che stanno cercando qualsiasi motivo per trattenere i miei soldi ovviamente il mio account è limitato perché in teoria devo fornire questi documenti che ho già fornito ma non mi sbloccano l’account per prelevare i miei soldi vi prego di un aiuto.

Dear mciotti02,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• When did you send the last document(s)? Have you provided all the required documents in the correct format?
• Did you accumulate your winnings with or without an active bonus?

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

I played on live roulette.

12 days. Yes all and correctly complete with everything.

I had an active bonus, yes, the one on the deposit, but obviously playing live it was not used at all.

Ho giocato sulla roulette live.

12 giorni. Sì tutti ed in modo corretto completi di tutto.

Avevo un bonus attivo si quello sul deposito ma ovviamente giocando in live non è stato per nulla utilizzato.

Please guys if you can help me and give me a hand I'm desperate I really need those 2000 euros...

Vi prego ragazzi se potete aiutarmi e darmi una mano sono disperato quei 2000 euro mi servono veramente tanto...

Thank you very much for your reply, mciotti02. 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 mciotti02,

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.

Guys, forgive me, I've already sent you everything X email

Ragazzi perdonatemi io vi ho già girato tutto X email

Thank you very much, mciotti02, 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 mciotti02 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 blocked and what can we do to help the player receive their winnings.

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.

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  (https://casinoguru-en.com/licensing-authorities/italy-license) and submit a complaint to them. 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