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888.ro Closed Account, Confiscated Funds and Applied False Self-Exclusion

Hello,

My name is [Redacted] and I would like to file a complaint against 888.ro.

I fully cooperated with their verification process and submitted all requested documents multiple times:

Identity card

Selfie with ID

Bank statement

Additional requested documents

The only request I refused was to provide a video recording from my banking application, because:

it is not allowed by the bank

it is highly intrusive

After this refusal:

my account was closed

my funds were confiscated

Additionally, when I try to log in, I am shown a message that self-exclusion has been activated, although I NEVER requested this.

This raises serious concerns, as it appears the operator may have applied this status without my consent.

I believe:

I acted in good faith

I provided sufficient verification

The operator acted unfairly and abusively

I kindly request your help in reviewing this case and assisting me in recovering my funds.

I am ready to provide all supporting evidence.

Thank you.

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Dear CIH04CAT04,

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 whether you have indicated any responsible gaming related issues to the casino?
• Has the casino indicated any reason for requesting a video recording from your banking application?

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

Dear Attila,

Thank you for taking my case. Regarding your questions:

Responsible gambling: No, I have never reported any responsible gambling issues to the casino. I have not requested self-exclusion nor have I mentioned any gambling addiction.

Video recording: The casino did not give me a clear reason for requesting a video of my banking application. They only insisted on this verification method, even though I provided all the standard documents (card, bank statement). I find this request intrusive and I am concerned about my privacy, but they did not proceed with my withdrawal without it.

Please let me know what the next steps are.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification? You can send the information to my email address: attila.g@casino.guru.

Additionally, could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Thank you very much for your patience and cooperation.

Hello Attila,

Thank you for getting back to me.

As for my activity on the website, I mostly played slot games and other casino games. I was not involved in sports betting activities.

I would also like to point out that the account restriction happened suddenly, without any advance warning or official email from the operator explaining the reason for the closure.

Thank you again for your time and support in handling my complaint.

Kind regards,

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,

Attila

Dear CIH04CAT04,

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 his funds? 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

Dear Kubo,

Thank you for taking over my case.

Regarding your question about updates: No, there have been absolutely no developments. In fact, 888.ro has completely ignored all the direct messages and emails I sent them, refusing to give any explanation for the account closure or the confiscation of my funds. I have also received no updates from the local regulator (ONJN) due to their usual slow processing times.

My account remains frozen under a false self-exclusion status that I never requested, and my legitimate balance is still withheld.

I am completely relying on your independent mediation and I am eagerly waiting to see if the 888 Casino RO representative will finally break their silence and join this thread to provide a transparent explanation for their abusive demands.

Thank you for your ongoing support.

Best regards,

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 CIH04CAT04,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Best Regards,

Kubo