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Salutations

I'm having a problem with 888casino, 1 months ago I deposited €50 into my account, after winning €26 I requested a withdrawal, the casino suspended my account and asked me to verify my account (all reasonable) , to verify the account, he first asked me for a photo of a document, I sent the document and after a few days it was verified, then he asked me for a photo of the bank statement, I had to send it 3 times because it wasn't good before though in the end he told me that the "document has been verified" and now he was asking me for a photo of the credit card, in the message there was also written that after sending the latter I will be able to go back to playing, send the necessary photos and after a few day I receive an email message saying that my account has been blocked and is now under investigation, I called support to ask for information and it said that the verification of the account statement had not been passed and now my case is at the department nto that will provide me with further help, to date 16 days have passed since this last message and I have not received any information.

Salve

Sto riscontrando un problema con 888casino, 1 mesi fa ho depositato 50€ nel mio conto, dopo aver totalizzato una vincità di 26€ ho chiesto il prelievo, il casino mi ha sospeso il conto chiedendomi di verificare l'account (va bene tutto ragionevole), per verificare il conto mi ha chiesto prima la foto di un documento, ho inviato il documento e dopo qualche giorno è stato verificato, poi mi ha chiesto la foto del estratto conto, l'ho dovuto mandare 3 volte perchè prima non andava bene però alla fine mi ha detto che il "documento è stato verificato" e ora mi chiedeva la foto della carta di credito, nel messaggio c'era pure scritto che dopo aver inviato quest'ultimo potrò tornare a giocare, invia le dovute foto e dopo qualche giorno ricevo via email un messaggio dove diceva che il mio conto è stato bloccato ed ora è sotto indagine, ho chiamato assistenza per chiedere informazioni e mi ha detto che la verifica del estratto conto non era stato superato e ora il mio caso si trova al dipartimento di competenza che mi fornirà ulteriore aiuto, ad oggi da quest'ultimo messaggio sono passati 16 giorni e non ho ricevuto nessuna informazione.

Dear TopPlayer,

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. Have you accumulated your winnings with or without an active bonus? Do I understand correctly that you have not received any explanation regarding the account check? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Hi Kristina, I have sent you the conversations via email,

In answering your questions, I have not accumulated the winnings without bonus, the only explanation given by the call support was that my bank statement verification had failed and that the account is now blocked and under investigation by the department and that they can't do anything, but via email I had received a message where the following words said "The documents you sent previously have been verified. As soon as we receive and approve the credit card indicated above, your account will be validated and the limitations imposed will be removed." So I'm not understanding if they are making fun of me or are testing my patience, in the following days I wrote again to the assistance to find out why the account statement had not been verified, they were very vague in their response, in fact they did not answer to my question but they only told me that my case is under the relevant department and they will provide me with further help as soon as possible, as of today it has been 16 days and I have not received any help.

Salve Kristina, le ho mandato le conversazioni via email,

Rispondendo alle sue domande, no ho accumulato le vincite senza bonus, l'unica spiegazione data dalla assistenza in chiamata è stata che la verifica del mio estratto conto non era stato superato e che ora l'account è bloccato e sotto indagine dal dipartimento e che loro non possono fare niente, però via email avevo ricevuto un messaggio dove dicevano tali parole "I documenti che hai inviato in precedenza sono stati verificati. Appena riceveremo e approveremo la carta di credito indicata in alto, il tuo conto sarà convalidato e le limitazioni imposte saranno rimosse." Quindi non sto capendo se mi stanno prendendo in giro oppure stanno mettendo alla prova la mia pazienza, nei giorni successivi ho scritto di nuovo alla assistenza per sapere come mai estratto conto non era stato verificato, loro nella risposta sono stati molto vaghi infatti non hanno risposto alla mia domanda ma mi hanno solo detto che il mio caso si trova sotto il dipartimento di competenza e mi forniranno ulteriore aiuto nel minor tempo possibile, ad oggi sono passati 16 giorni e io non ho ricevuto nessun aiuto.

Thank you very much, TopPlayer, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear TopPlayer,

I am so sorry to hear your account has been blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 888 Casino IT representative to join this conversation and participate in the resolution of this complaint.

Dear 888 Casino IT,

Could you please state why the player's account has been blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 TopPlayer,

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. If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan