888 Casino RO - Račun igrača je zatvoren, a sredstva konfiskovana.

My account at 888 Casino was closed after successful verification with a remaining balance of 2500 RON (approx. 500 EUR). I did not use VPN, multiple accounts, or any fraudulent activity. All payment methods were verified. The operator confiscated my funds without clear justification. I request investigation and assistance to withdraw my remaining balance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Irina248,

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.?
• Did you accumulate your winnings with or without an active bonus?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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,

Attila

Hi, I focused on slots games, I did not accumulate my winnings with an active bonus and yes I contacted the casino customer but they didn’t respond. They are awful at customer service. Honestly I just want my money back, in the past years I did a lot of withdrawals but didn’t have this problem.

Dear Irina248, Thank you for your response. May I inquire if you lost access to your account immediately after submitting the necessary documents for verification? Furthermore, has the casino reached out to you via email to inform you of their decision regarding the closure of your account? If you have received such an email, would you be so kind as to share it with us? Thank you for your patience and cooperation.

I lost the access to my account right after they accepted my documents.

Dear Irina248,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you Irina248 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 RO for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

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.

They will not answer for sure… it happens all the time, they got used to it

Hi Irina248,

We would like to inform you that we have already forwarded your case to our relevant team for further review and clarification regarding both the account closure and the remaining balance.

As soon as we receive detailed feedback from the responsible department, we will promptly provide you with the official explanation so we can proceed accordingly with the complaint.

Thank you for your patience and cooperation.

Regards,

888 Casino Tem

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 Irina248,

Please be advised that this case has already been escalated to our specialized team for further review. At the moment, we are still waiting for their feedback regarding the matter.

Rest assured that we will provide you with an update as soon as we receive any information from the team.

Thank you for your patience and understanding.

Regards,

888 Casino Tem

Hi Irina248,

May I kindly ask for the correct username or account number associated with your account? We were able to locate multiple accounts, and this information will help us identify and review the correct account related to your concern.

Thank you, and we look forward to your response.

Regards,

888 Casino Tem

Dear Irina248,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru