888 Casino - プレイヤーのアカウントはブロックされています。

Account "under investigation" since November 2021. Believe or not.

As far as I remember, at the end of November I asked for a withdrawal of 1200 euros, shortly after that they denied me access to the account and put it under investigation. Since then, I have called them dozens and dozens of times, but each time I received the same answer - the account is under investigation.

It’s been an amazing 9 months since that, and I haven’t gotten back either access to my account or my money that’s there. I called them on the phone at least 10 times, sent 10 times an email and they replied the same each time.

Not paying someone money for 9 months, and giving the same answer every time is at least criminal, disgusting and the worst relationship I have had with a bookmaker. Can they continue this for the next 5 years if I'm not mistaken? Tell me the account is still under investigation?

To everyone who possibly reading this complaint - avoid this company at all costs. A group of fraudsters is obviously hiding behind a strong brand built over years, I have no other explanation.

I already had opened complaint at another site last month, and it has been closed as unresolved because 888 kept giving same replies - account under investigation, we emphatize with you and similiar empty words and phrases.

So, lets try at Casino Guru. 🙂

Dear dotlo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have not been informed why your account is under investigation?

Have you accumulated your funds with or without an active bonus?

Could you please advise if you have passed the account verification before the casino blocked you?

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I didn't uses bonuses. I have account for years, and have many deposits and withdrawals before. Account was fully verified.

Thank you very much for your reply, dotlo. Before we move forward with this complaint, 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.

Actually, there is not a lot of "healthy"communication with them. Every time when I had asked them about account, they would give reply about account under investigation. Like 3-4 times.

Thank you very much dotlo for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello dotlo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 888 Casino to join the conversation and participate in the resolution of this complaint.

Dear 888 Casino,

Can you please explain the reason for the investigation of the player's account?

Kind regards,

Adam

Dear dotlo,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask 888 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear dotlo,

I am currently awaiting a response from the casino via e-mail, so I will extend the timer one more time.

Kind regards,

Adam

Hello,

The account is currently under investigation by our Operations team. An email has been sent in this regards a few days ago (August 8th).

Kindly allow our Operations team to conduct the investigation and as soon as they have a resolution, it will be sent on your email.

We understand that waiting can get frustrating and we'll do our best to sort this out as soon as possible.

Kind regards,

888Casino

Thank you for your response 888 Casino,

We will allow more time and await further update from you.

Kind regards,

Adam

Dear 888 Casino,

Have there been any developments? Can you provide any further information regarding the player's account?

Kind regards,

Adam

Dear dotlo,

Have you received any further information from the casino regarding your blocked account?

Please provide an update on the situation.

Kind regards,

Adam

Dear Adam,

I got mail at 8th August as they said and replied them same day. Since then, no updates. Obviously, no willingness from them to pay account balance that I am waiting for already 10 months.

Really unbelieveble companies like this have such a good score here on CasinoGuru.

Thank you for the update, dotlo.

We would like to ask 888 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Hello dotlo,

Has there been any progress with your account?

Kind regards,

Adam

Hello,

Unfortunately, we do not have an update on this just yet. As soon as we'll have a resolution, it will be sent on the email address registered on the account.

We understand that waiting can get frustrating and we thank you for your patience and understanding on this matter.

Sincerely,

888Casino

Thank you for the information, 888 Casino.

Dear dotlo,

Has there been any further progress since the last post?

Kind regards,

Adam

Dear Adam,

There is no any developments. Casino is not contacting me.

Dear 888 Casino,

Please respond and provide an update regarding the player's account.

Kind regards,

Adam

Hello dotlo,

There has been no further response from the casino, so I will attempt to contact them one more time.

In the meantime, please let me know if there are any developments.

We would like to ask 888 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear dotlo,

Can you please advise if there has been any further progress?

Kind regards,

Adam

No. They obviously don't want to solve this.

Hello dotlo,

I am now awaiting a further response from the casino via e-mail, so we will allow one final extension in the hope that we can find a resolution to this case.

Kind regards,

Adam

Hello,

Upon checking the case, I see that the investigation is still ongoing with the relevant team. Rest assured, as soon as we have an update on the matter, we will contact you right away via the e-mail address associated with your account.

We appreciate your patience and understanding!

Sincerely,

888Casino

Hello 888 Casino,

Are you able to provide any further information to us regarding the investigation?

Kind regards,

Adam

Dear dotlo,

It seems that the casino is unwilling or unable to share any further information with us regarding this case. Consequently, there is not much more that we can achieve. I would therefore recommend that the best course of action for you to take at this juncture would be to contact the casino's regulatory authority, The Malta Gaming Authority. It's a good licensing authority and has better options and tools to help players.  You can submit a complaint to them here: https://www.mga.org.mt/support/online-gaming-support/

Please let me know when you have done so, and we will temporarily close this complaint with the status "waiting for regulator's decision". When the MGA has looked into the matter and provided you with a conclusion, we will reopen this complaint and proceed accordingly.

Kind regards,

Adam

Dear dotlo,

Please provide a response to my previous post. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear dotlo,

As we have had no further response from you, the complaint will now be rejected as previously mentioned. It can be reopened at any time.

Kind regards,

Adam