888 Casino IT - La cuenta del jugador ha sido cerrada.

Greetings ,

My game account was blocked on August 9, 2024.

This was their last communication:

"

Dear Gianmarco,

We are writing to you on behalf of the 888.it Operations Team regarding your account with the username "OmgGambler".

We have previously contacted you regarding the use of certain prohibited software such as Seating Aids/Scripts or similar software in relation to your account and have informed you that this is not permitted on our gaming platform and constitutes a breach of our User Agreement.

Despite such warnings, there are clear signs that the use of such software continues.

We inform you that due to your activity against our terms and conditions, your gaming account has been suspended. This suspension will be reviewed in 1 month.

We take this type of activity very seriously, thank you for your cooperation.

Best regards,

Operations Department

888.it

"

I have not had any further communications from them, and the 180 days have now passed. I understand that the gaming account could be blocked but I would just like to get my funds back.

Thank you in advance.

Salve ,

il mio conto gioco è stato bloccato il 9 agosto 2024.

Questa è stata la loro ultima comunicazione:

"

Gentile Gianmarco,

ti scriviamo a nome del Team operativo di 888.it relativamente al tuo conto con il nome utente "OmgGambler".

Ti abbiamo precedentemente contattato in merito all'uso di determinati software vietati come Seating Aids/Script o software simili in relazione al tuo account e ti abbiamo informato che ciò non è consentito sulla nostra piattaforma di gioco e costituisce una violazione del nostro Accordo con l'utente.

Nonostante tali avvertimenti, ci sono chiari segni che l'uso di tali software continua.

Ti informiamo che dovuta alla tua attività contro i nostri termini e condizioni, il tuo conto gioco è stato sospeso. Tale sospensione verrà presa in revisione in 1 mese.

Prendiamo questo tipo di attività molto seriamente, grazie per la tua collaborazione.

Cordiali saluti,

Dipartimento Operazioni

888.it

"

Non ho più avuto comunicazioni da parte loro , e sono ormai decorsi i 180 giorni . Capisco che il conto gioco possa essere bloccato ma vorrei solamente rientrare in possesso dei miei fondi .

Vi ringrazio in anticipo.

Dear GiammiC,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please advise what types of games you played?

Have you used any software, scripts, programs, or extensions while you were playing at the casino?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino?

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

Best regards

Veronika

Hello Veronika,

I answer all questions.

1) I have only played poker, on the 888poker.it website.

2)Yes, I have used some programs that did not affect the 888 site, but other platforms, while I was also playing on the 888 platform.

3)I did not receive any bonuses on my winnings.

4)I have always withdrawn from 888 in the past.

Ciao Veronika ,

rispondo a tutte le domande .

1) Ho giocato solamente al poker , sul sito 888poker.it .

2)Si , ho utilizzato dei programmi che però non hanno inciso sul sito 888, ma su altre piattaforme , mentre giocavo anche sulla piattaforma 888.

3)Non ho avuto dei bonus sulle vincite.

4)In passato ho sempre prelevato da 888.

Could you please specify which programs you used and explain their purpose in relation to your playing at an online casino?

I used a tracking program (Hand2Note), which all the professionals use, to save poker hands.

So no use of prohibited software for 888.

Furthermore, there is no confiscation in Italian law, so I don't understand why after so many months they continue not to respond.

Ho utilizzato un programma di tracking (Hand2Note) , che utilizzano tutti i professionisti , per salvare le mani di poker .

Per cui nessun utilizzo di software proibito per 888.

Inoltre non esiste la confisca nella legge italiana per cui non capisco perchè dopo tanti mesi continuino a non rispondere .

I have checked the Terms and Conditions of 888 Casino and this is what I found regarding poker software aids:

Software Aids: Please note that in relation to any peer-to-peer games or any other games, you may not use any tools or software other than:

(i) tools that provide you with basic game statistics and information that could be useful to beginners, such as hand strength and pot odds indication,

(ii) tools which provide you with basic-level advice about the game such as opening hand charts,

(iii) tracking software that calculates and displays in-game statistics which are intended to help you organise the information that he already has access to as a player at that specific table, and

(iv) tools that improve your experience without influencing the game itself or providing any advice (for example enhanced display, keyboard shortcuts and improved visibility), (collectively 'Permitted Aids'). For the avoidance of doubt, section (iv) shall not include any software program or external aid which, in our opinion, enables you to find a seat at a poker table or automatically seats you at a poker table.

You may not use any software program, robot or external aid, which is endowed with artificial intelligence or which is not included in the Permitted Aids list (as set out above) (regardless of whether you are actually using the Software). Examples of such prohibited tools, software and external aids are:

(i) tools and services that allow for any type of collusion between players, such as showing cards,

(ii) tools that assist players to select games in accordance with player identity,

(iii) tools or websites that reveal and share information about other players against their will, such as game statistics and overall earnings,

(iv) any type of tool that performs any action on behalf of a player at the table,

(v) any tool or program that collects information about other players at the tables in the player’s absence,

(vi) any tool or program that provides game advice in real time based on the actions of the other players at the table; or

(vii) any software program or external aid which, in our opinion, enables you to find a seat at a poker table or automatically seats you at a poker table (collectively "Software Aids"). In the event that we deem that any Software Aid has been used, we reserve the right to take any action we see fit, including immediately blocking access to the Services to the offending user, terminating such user's account and seizing all monies held in such account.

Could you please tell me if the software you've been using has any of the features that are prohibited by the terms and conditions?

On 888 I have never used software of this kind, except those permitted.

Su 888 non ho mai utilizzato software di questo genere , se non quelli consentiti.

In the email you received from the casino, customer support mentions that they previously contacted you regarding the use of prohibited software and warned you to stop using it. Could you please forward me the messages you received from the casino regarding this issue along with your replies? My email address is veronika.f@casino.guru. Thank you for your cooperation.

I have now transmitted.

Ho trasmesso ora.

Thank you very much, GiammiC, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of 888 Casino IT to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Okay thanks.

Va bene grazie.

Hello GiammiC,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an 888 Casino IT representative to join this conversation and participate in resolving this complaint.

Dear 888 Casino IT,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear GiammiC,

Thank you for your patience while we reviewed your concerns.

We are sorry to hear about the difficulties you have experienced.

Please be informed that we have forwarded your case to the relevant team for further review and handling. Once we receive any updates regarding your account status or the possibility of recovering your funds, we will notify you immediately.

We appreciate your understanding in this matter.

Kind regards,

888 Support

Dear 888 Casino IT,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter.

I'll be waiting for your reply.

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.

Greetings,

is there any news?

Salve,

ci sono novità ?

Hello GiammiC,

I have contacted the casino representative outside of the complaint thread. Let's hope they respond here as soon as possible with the relevant information. I will extend the timer by an additional seven days.

Thank you.

Grazie.

Dear  GiammiC,

I sincerely apologize for the delay in getting back to you. We understand how important this matter is to you, and I want to assure you that we have followed up with the relevant team to get an update as soon as possible.

I completely understand how frustrating it must be to wait for a resolution, and I truly appreciate your patience.

Please know that we are doing our best to expedite this for you, and as soon as we receive any updates, we will let you know right away.

If there’s anything else I can do for you in the meantime, please don’t hesitate to reach out.

Kind regards,

888 Support Team

Greetings,

the account was unlocked yesterday!

I thank everyone for their collaboration, I think it was only possible thanks to the intervention of Casino Guru.

Salve,

il conto è stato sbloccato ieri !

Ringrazio tutti per la collaborazione , credo che sia stato possibile solo all'intervento di Casino Guru.

Hello GiammiC,

Has your issue been resolved, and can we close the complaint as resolved?

I'll be waiting for your reply.

Problem solved!

Thank you so much again!

Il problema è stato risolto!

Grazie mille ancora!

Dear GiammiC,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru