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

I am filing this complaint against 888.ro regarding the permanent closure of my account (username: ionzota7) and the confiscation of my balance.

I played both sports betting (major leagues) and casino games. Following a withdrawal request, the casino initiated an extensive KYC process.

I provided all requested identification documents. However, the casino's final demand was a screen recording showing me logging into my Revolut app and generating a 3-month bank statement live.

The Deadlock: My Revolut account was permanently closed by the bank (Revolut) prior to this request. Consequently, it is technically impossible for me to log into the app or record the process they are asking for.

My Cooperation: I have provided 888.ro with the official closure letter from Revolut, which proves I was the account holder and confirms the account is no longer accessible.

The Casino's Response: Despite explaining this situation and providing official bank proof of the closure, 888.ro ignored my explanation and closed my gambling account permanently, citing a breach of Terms and Conditions, effectively seizing my legitimate funds.

My Argument: A casino cannot demand a verification method that is physically and technically impossible to perform when the player provides a valid, legal alternative (the official bank closure document). This is an abusive practice used to avoid paying out winnings. I am asking for a manual review of my bank closure document and the release of my funds.

Important notice:

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Have you requested the relevant documents from the Revolut support according to this guide? Would you be able to share the relevant communication with me? https://help.revolut.com/ro-RO/help/profile-and-plan/managing-my-account/documents-for-a-closed-account/
• What was the reason given by the casino for the blocking of your account and confiscation of your balance? Would you be able to provide me with the relevant communication? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello Tomas,

Thank you for your response.

I have had my account since around February 2026.

I found out that my account was blocked through an email message sent by the casino.

Revolut has already sent me the requested documents by email.

The reason provided by the casino for blocking my account is shown in the screenshot that I will attach below.

I also received an additional document from 888 Casino RO, but I am currently unable to upload it here.

Dear ionzota7,

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, Kubo (jakub.m@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,

Tomas

Dear ionzota7,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 888 Casino RO to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 888 Casino RO,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hi Kubo,

Member may directly contact the Romanian support team through the following email address for further assistance: support@infoclienti.ro.

Thank you.

Kind regards,

888 Support

Dear 888 Casino RO,

Could you please clarify what outcome is expected if the player contacts the aforementioned support address?

As far as we understand, the player has already been in contact with the casino’s support team, or at least received a message confirming the closure of his account with only a vague reference to "non-compliance with the Terms and Conditions."

This is precisely why I asked you to join this conversation and provide further details regarding the issue, rather than redirecting the player back to support.

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.

Dear Kubo,

Thank you for following up with the casino.

I would like to confirm that I have already contacted the Romanian support team multiple times before filing this complaint and I did not receive a clear explanation regarding the alleged breach of Terms and Conditions.

I remain available to provide any additional documents if needed.

I kindly ask the casino to explain specifically:

which Terms and Conditions were allegedly breached;

what evidence supports this conclusion;

why my balance was confiscated despite the documents I provided regarding my closed bank account.

Thank you for your assistance.

Dear ionzota7,

Unfortunately, apart from advising you to contact their support team, the casino has not provided any of the requested details or information regarding the case. Without cooperation from their side, there is little more that can be achieved at this point.

Therefore, I will mark the complaint as unresolved in our system. I understand this is not a satisfactory solution to your issue. However, unresolved complaints negatively affect the casino’s rating, which may help encourage them to change their approach in the future.

If the casino decides to respond, we will reopen the complaint and notify you by email.

Best regards,

Kubo