888 Casino IT - Cuenta del jugador bajo investigación.

Hello everyone, I'm experiencing an issue with 888. As of yesterday, my account is under investigation and I can no longer log in to my account or access the chat function. I can only send emails, but I haven't received any response since yesterday. I created my account a month ago, so I don't understand the reason behind this. The problem is that I managed to withdraw my winnings immediately, so my question is if the withdrawn money will be retained? This is my first time encountering such an issue, so I'd appreciate any insight anyone can provide.

Salve a tutti ho un problema con 888, l’account risulta da ieri sotto inchiesta non posso più ne entrare nell’account ne di conseguenza scrivere alla chat, posso solo inviare una mail ma da ieri ancora nessuna risposta, il conto l’ho fatto un mese fa perciò non capisco proprio il motivo, il problema è che la vincita che ho fatto sono riuscito a prelevarla avendola fatta subito la mia domanda è se i soldi che sono stati prelevati vengono trattenuti? E la prima volta che mi capita perciò se qualcuno mi saprà dare qualche risposta lo ringrazio

Dear Manuel20,

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 if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning, thanks for answering me, I had this problem with 888 casino, I'll answer the questions you asked me:

The account had no active bonuses, I completed all the account checks and played at live casinos yesterday they sent me this email which I am now attaching and they don't reply, my concern is that I had already managed to withdraw all the money and I hope it reaches me, because five working days must pass then I can also close the account

Buongiorno grazie per avermi risposto ho avuto questo problema con888 casino le rispondo alle domande che mi ha fatto:

L’account non aveva bonus attivi, ho completato tutte le verifiche dell’account e ho giocato a casinò live ieri mi hanno inviato questa mail che adesso le allego e non rispondono, la mia preoccupazione è che ero riuscito già a prelevare tutto il denaro e spero mi arrivi, perché devono trascorrere cinque giorni lavorativi poi posso anche chiudere il conto 

Hi Manuel20,

Do I understand correctly that your account was blocked but you managed to withdraw your winnings before it happened? Please let me know when you receive your funds so I can update this complaint accordingly. Thank you in advance.

Hi, I managed to get in touch with support via chat, they are unclear about it and cannot give me a concrete answer, yesterday they sent me an email telling me to send them some documents, obviously I sent them and got in touch with there chat and told me that the withdrawals already approved will be sent to me instead of one that is in approval status first they will carry out the checks they will unlock the profile and send them to me, from what the chat support told me yesterday which they forwarded to the Department the report and that they should reply to me within five days, we'll see, thank you anyway for your time, goodbye, goodbye

Ciao sono riuscito a mettermi in contatto con l’assistenza via chat, sono poco chiari a riguardo non sanno darmi una risposta concreta, ieri mi hanno inviato una mail dicendomi di inviargli dei documenti, ovviamente gli ho inviati e mi sono messo in contatto con là chat e mi ha detto che i prelievi già approvati mi saranno inviati uno invece che è in stato di approvazione prima effettueranno i controlli sbloccheranno il profilo e me li manderanno, da quello che mi ha detto ieri l’assistenza in chat che hanno inoltrato al Dipartimento la segnalazione e che mi dovrebbero rispondere entro cinque giorni staremo a vedere ti ringrazio comunque del tuo tempo arrivederci arrivederci

Hello Manuel20,

Have there been any developments since our last conversation, please? 

Dear Manuel20,

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.

For now there have been no developments yet they should contact me within two days as I was told by the support chat. I still have some credit to withdraw and since the profile is blocked I cannot. I've been waiting for an email from them for more than 15 days but nothing, always the same automatic response, I also sent some documents they asked for but no one has heard from me yet

Per adesso ancora non ci sono stati sviluppi mi dovrebbero contattare entro due giorni così mi è stato Detto dalla chat di supporto. Ho ancora del credito da ritirare ed essendo il profilo bloccato non posso. Sono più di 15 giorni che aspetto mail da parte loro ma niente, sempre la stessa risposta automatica, ho anche mandato dei documenti che mi hanno chiesto ma ancora nessuno si è fatto sentire

Thank you very much, Manuel20, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.  

Hello there,

Thank you Manuel20 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 IT for their help in resolving this complaint. We would like to know why is the player's account under investigation and what can we do to help resolve this issue.

Thank you!

Hi Manuel20,

We apologize for the inconvenience. I can see that your account is with our relevant team. We suggest to send an email to support@888casino.it if you wish to know more information regarding your account as the information is not available to us. In this way, you will be able to communicate directly to the department that handles your account. Thank you.

Regards,

888team

Thank you for the update.

Dear Manuel20, let us know if the casino support will be of any help.

Thank you in advance!

Okay, thank you, I'll try to write an email but I haven't had a response from anyone for over a month and a half now

Va bene vi ringrazio provo a scrivere una mail ma è più di un mese e mezzo ormai che non ho risposte da nessuno

Good morning, I wrote the email but I still haven't received any replies. I don't think I'll ever see the money again. Thank you because you gave me more replies than them anyway.

Buongiorno ho scritto la mail ma ancora non ho ricevuto risposte penso che ormai i soldi non li vedrò mai più vi ringrazio perché comunque mi avete dato più risposte di loro

I recommend you contact the Excise, Customs and State Monopolies Agency (https://casino.guru/licensing-authorities/italy-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Dear Manuel20,

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.

Thank you very much, I will try to contact them but for the moment still no response from 888 casino

Grazie mille proverò a contattarli ma per il momento ancora nessuna risposta da parte di 888 casino

I will close the complaint as "waiting for a decision from the regulator" for now. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear Manuel20,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Good morning, I haven't had any news yet nor have I seen the money. I tried to log back into the account but the access is blocked. I tried to write to the email but nothing to do. They didn't get in touch. Have a nice day, thanks.

Buongiorno non ho avuto ancora notizie né ho visto il Denaro ho provato ad entrare di nuovo dentro l’account ma l’accesso è bloccato ho provato a scrivere alla mail ma niente da fare non si sono fatti sentire buona giornata grazie

Thank you for the update Manuel20. Have you contacted the Italian licensing authority using their complaint form as recommended in my previous reply? Thank you in advance!

I honestly lost hope

Sinceramente ho perso le speranze

I strongly recommend to file the complaint to the Italian authority (Agenzia delle Dogane e dei Monopoli) once again. You can find the form here: https://www.adm.gov.it/portale/documents/20182/542513/Carta_dei_servizi_AAMS_gioco_a_distanza.pdf/ce1c4f54-e17b-42dc-86b0-0f508f35c3e5#page=24

The form should then be submitted to Giochi.reclami.online@aams.it. The regulator will respond within 30 days, investigate the situation, and take any action deemed appropriate.

If you choose not to pursue your complaint this way I'm afraid I won't be able to help you in this matter further and will be forced to reject your complaint.

Thank you for your understanding!

Dear Manuel20,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.