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

Hi, I deposited after verifying my account a week ago, the day before yesterday I played a bit of blackjack, then they suspended my account, I asked for explanations and they replied as per the screenshot below, can you help me?

ciao ho depositato dopo aver verificato il conto una settimana fa, l'altro ieri ho giocato un po al blackjack successivamente mi hanno sospeso il conto ho chiesto spiegazioni e mi hanno risposto come da screen qua sotto , potete aiutarmi?

Dear flaviolanzalonga,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino IT.

Please note that no screenshots were attached in your original post.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Have you made more than one deposit in the casino?
• Which type of documents have you provided to the casino for verification purposes?
• Could you please share with me your communication with the casino and the justification you received from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I didn't use any bonuses, I just made a deposit and played with part of that, I turned over my ID and they approved it as per the communication I received via email and when they suspended me they sent this:

non ho usato bonus ho fatto solo un deposito e giocato con parte di quello ho girato la carta di identità e me l'hanno approvata come da comunicazione ricevuta via email e quando mi hanno sospeso hanno inviato questa :

there are so many open and unresolved complaints about this casino, why are they reviewed so well with stars?

ci sono tantissimi reclami aperti e non risolti su questo casino , perchè sono recensiti cosi bene con le stelle?

I sent 3 emails in 3 different days, they ignored them all I'm speechless

ho inviato 3 email in 3 giorni diversi, le hanno ignorate tutte sono senza parole

Thank you very much, flaviolanzalonga, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 flaviolanzalonga,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 888 Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 888 Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

they don't answer me and it seems like they don't answer you either...

non rispondono ne a me e manco a voi sembra...

Dear flaviolanzalonga,

I hope you are doing well.

We would like to inform you that an email regarding the status of your account was already sent to you on April 5th. That message contains important details explaining the reason for the current restriction on your account and confirms that your account is presently under internal investigation.

We understand this situation may be concerning, and we appreciate your patience during this process. At this stage, we kindly ask that you refer to the contents of the April 5th email for more information, as it provides all currently available details regarding the matter.

If you have not seen this message, we recommend checking your spam or junk folders, as system-generated emails are sometimes filtered incorrectly by certain providers. If you're still unable to locate it, please let us know and we will gladly assist in ensuring the message reaches you.

We apologize for any inconvenience this may have caused and thank you for your understanding and cooperation as we continue to work through the review.

Kind regards,

888 Support Team

Do you mean this email? Where did my winnings go, how do I withdraw them? Don't say anything about it, just say that I didn't pass some unclear checks

(This is the 888 operations team and we are contacting you regarding your account with username mela2214.

Your account has not passed our routine security checks which has led us to block it as it is currently under investigation.

This is a discretionary decision and as stated in our Terms and Conditions we reserve the right to suspend your membership and therefore in accordance with these conditions your account with ourselves has been blocked as it is currently under investigation.

During this period no further transactions will occur on this account and any future accounts you open will be blocked and their deposits may not be refunded.

Best regards,

The Operations Team

888.it )

Intendete questa email? dove è finita la mia vincita , come prelevo? non dite nulla a riguardo dite solo che non ho superato dei controlli non ben chiari

(Questo è il team operativo di 888 e ti stiamo contattando per quanto riguarda il tuo account con nome utente mela2214.

Il tuo account non ha superato i nostri controlli di sicurezza di routine che ci hanno portato a bloccare quest’ultimo poiché è attualmente sotto inchiesta.

Questa è una decisione discrezionale e, come indicato nei nostri Termini e condizioni, ci riserviamo il diritto di sospendere la tua iscrizione e quindi, in conformità con queste condizioni, il tuo account con noi stessi è stato bloccato poiché è attualmente sotto indagine.

Durante questo periodo non si verificheranno ulteriori transazioni su questo conto e tutti i conti futuri che aprirai verranno bloccati e i loro depositi potrebbero non essere rimborsati.

Cordiali saluti,

Il Team operativo

888.it )

Hi flaviolanzalonga,

Please note that your account is currently under review by our specialized team. Rest assured, once feedback has been provided, you will be notified accordingly.

We appreciate your patience and understanding in this matter. 

Kind regards,

888 Support Team

Hello, all.

Thank you, 888 Support Team, for the update.

Dear flaviolanzalonga,

Please let us know whenever you have some news regarding your case.

Thank you in advance.

Respectfully,

Romi

Hi I have no news and they continue not to respond to my emails and even here I see unclear answers, if they don't want me as a customer that's fine but as I requested they close my account and send me the money thanks

ciao non ho novità e continuano a non rispondere alle mie email e pure qua vedo risposte poco chiare, se non mi vogliono come cliente va bene ma come ho richiesto mi chiudano il conto e mi vengano inviati i soldi grazie

Dear flaviolanzalonga,

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.

I don't understand what I didn't answer? I'm not the one who suspended an account with a customer's money without giving explanations

non ho capito a cosa non ho risposto? non sono io che ho sospeso un conto con i soldi di un cliente senza dare spiegazioni

I'm starting to have doubts about the transparency of this complaint, nothing makes sense and I haven't received even one understandable response from either of us in over a month

inizio ad avere dubbi sulla trasparenza di questo reclamo, nulla ha senso e non ho ricevuto in piu di un mese neanche una risposta comprensibile da entrambi

Dear flaviolanzalonga,

Please know that we were waiting for any updates from you. If there's none, it's okay; I will try to get in touch with the casino again now.

Dear 888 Casino,

Could you provide us with some updates about this case, please?

Thank you in advance.

Respectfully,

Romi

Can you help me with the report to AAMS?

voi nel caso potete aiutarmi con la segnalazione ad aams?

Hi Romi,

We sincerely apologize for the delay.

At this time, we have not yet received an update from our specialized team regarding the concern. Please rest assured that the case is still under review, and we are actively following up on member's behalf. We understand how important this matter and truly appreciate the patience and understanding. As soon as we receive any feedback or resolution, we will immediately get in touch with you.

Kind regards,

888 Support Team

but in two months your answer is always the same, what are you checking? on my account I made 4 bets in cross... and then you suspended me and did not pay me

ma in due mesi la vostra risposta è sempre la solita, cosa state controllando? sul mio conto ho fatto 4 giocate in croce... e poi mi avete sospeso e non pagato

Hi flaviolanzalonga,

As per our specialized team’s assessment, your account will remain closed, and the funds will remain on your account.

For more details, please refer to the email sent by our team on April 4, 2025.

Kind regards,

888 Support Team

Dear 888 Casino,

Could you kindly inform us what that means?

Thank you.

Best regards,

Romi

Hi Romi,

Please note that the following message was sent to the member directly by our specialized team on the 4th of April 2025 regarding on the account status:

This is the 888 operations team and we are contacting you regarding your account with username m******4.

Your account has not passed our routine security checks which has led us to block it as it is currently under investigation.

This is a discretionary decision and as stated in our Terms and Conditions we reserve the right to suspend your membership and therefore in accordance with these conditions your account with ourselves has been blocked as it is currently under investigation.

During this period no further transactions will occur on this account and any future accounts you open will be blocked and their deposits may not be refunded.

Should you have any further questions or need clarification, feel free to get in touch. We appreciate your understanding.

Kind regards,

888 Support Team

Hi Romi,

Please note that the following message has been sent to the member directly by our specialized team on the 4th of April 2025 regarding on the account status:

Questo è il team operativo di 888 e ti stiamo contattando per quanto riguarda il tuo account con nome utente m******4.

Il tuo account non ha superato i nostri controlli di sicurezza di routine che ci hanno portato a bloccare quest’ultimo poiché è attualmente sotto inchiesta.

Questa è una decisione discrezionale e, come indicato nei nostri Termini e condizioni, ci riserviamo il diritto di sospendere la tua iscrizione e quindi, in conformità con queste condizioni, il tuo account con noi stessi è stato bloccato poiché è attualmente sotto indagine.

Durante questo periodo non si verificheranno ulteriori transazioni su questo conto e tutti i conti futuri che aprirai verranno bloccati e i loro depositi potrebbero non essere rimborsati.

Should you have any further questions or need clarification, feel free to get in touch. We appreciate your understanding.

Kind regards,

888 Support Team

Does this mean that the user's account is still under investigation, please?

Hi Romi,

Yes, the account remains under investigation at this time.

We will notify as soon as we receive any feedback or updates.

Thank you for your patience.

Kind regards,

888 Support Team

I understand, 888 can you provide me with my game account number? So I can start the process with ADM

ho capito, 888 mi potete fornire il numero del mio conto gioco? cosi inizio le pratiche con ADM

Thank you, 888 Casino. We will wait for the update.

Regards,

Romi

why 888poker? is it my game account number where I played? I played on 888casino, I also need the history in pdf of the games of my account with adm codes I have the right to request it from you it is written in your contract and I have been asking you via email for 3 months and more but you have always ignored me!

perche 888poker? è il mio numero del conto gioco su cui ho giocato? io ho giocato su 888casino, mi serve infine pure lo storico in pdf delle giocate del mio account con codici adm ne ho diritto a richiedervelo ce scritto nel vostro contratto e ve lo sto chiedendo via email da 3 mesi e passa ma mi avete sempre ignorato !

Hi flaviolanzalonga,

Thank you for reaching out.

Please note that if you are referring to activity on 888casino, to ensure we handle your request correctly, we kindly suggest contacting us via Live Chat so we can verify your account details securely and assist you with your full game history request, including any applicable ADM codes.

We appreciate your patience and look forward to resolving this for you.

Kind regards,

888poker Support Team

Hello, all.

Thank you for your cooperation in this case.

Dear flaviolanzalonga,

Please inform us about any updates.

Thank you.

Respectfully,

Romi

no update our friends at 888 continue to stall for time as they have for months now, in live chat they refused to give me explanations, they told me that the account is under control which is the only response they have provided since the suspension of my account to this part, dear 888casino I remind you that as per YOUR gaming contract you are required to provide me with what was previously requested thanks!

nessun aggiornamento i nostri amici di 888 continuano come da mesi a questa parte a prendere tempo , in live chat hanno rifiutato di darmi spiegazioni, mi hanno detto che il conto è sotto controllo ovvero l'unica risposta che hanno fornito dalla sospensione del mio conto a questa parte, cari 888casino vi ricordo che come da VOSTRO contratto di gioco siete dovuti a fornirmi quanto precedentemente richiesto grazie !

Dear 888 Casino,

Could you update us about this case, please?

We will wait for your reply.

Thank you.

Respectfully,

Romi

Hi flaviolanzalonga,

Thank you for reaching out.

If your request relates to activity on 888casino, please be aware that additional verification is required to proceed. For your security and to ensure the matter is handled accurately, we kindly ask that you contact us via Live Chat. Our team will be able to verify your details in real time and assist you accordingly.

Thank you for your patience—we’re committed to resolving this for you as soon as possible.

888 Support Team

Dear 888 Casino,

The player has already done so. Please read his previous reply and give us an update regarding this case.

You only go in circles here by posting the same reply as before.

Thank you.

Best regards,

Romi

yes they have been going around in circles for months both here in the complaint and in live chat and via email many stories but no money and no explanations

si loro girano in tondo da mesi sia qua nel reclamo che in chat live che via email tane storie ma niente soldi e niente spiegazioni

Hi flaviolanzalonga,

We sincerely apologize for the inconvenience.

Regarding your request, I have already escalated it to our specialized team.

Rest assured, we will notify you as soon as we receive feedback.

Thank you for your patience.

888 Support Team

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 flaviolanzalonga,

Thank you for your continued patience.

We would like to confirm that your account remains under internal investigation by our specialized team. At this stage, we are unable to provide a specific timeline for its completion.

Please rest assured that as soon as there are any updates regarding your case, we will reach out to you directly.

Kind regards,

888 Support Team

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 Romi,

Thank you for your follow-up.

We would like to confirm once again that the player's account remains under internal investigation by our specialized team. As previously stated, we are unable to provide a specific timeline for the completion of this process.

Please note that the investigation will continue as necessary, and the status of the account will not be finalized until the review is complete. We understand this may be frustrating; however, we must emphasize that updates will only be provided directly to the player once available.

We appreciate your understanding and cooperation.

Kind regards,

888 Casino Team

Dear 888 Casino,

These checks, whatever they could be, have been taking more than 3 months now, so I will have to talk to my team about how this case will be handled from now on.

Best regards.

Romi

888 continues to take us for a ride, their score needs to be lowered, they are a shady company that does everything possible to not issue payments to winning customers and people have the right to know this!

They've been saying the same thing for months

888 continua a prenderci per i fondelli, il loro punteggio va diminuito , sono una società poco seria che fa di tutto per non emettere i pagamenti ai clienti vincenti e questo la gente ha diritto a saperlo !

sono mesi che dicono la stessa cosa

Dear 888 Casino,

Please provide more information regarding these checks you write about for so long. Otherwise we will be forced to close this complaint as unresolved, and your rating will be negatively affected.

Thank you.

Respectfully,

Romi

Hi mela2214,

We sincerely apologize for the delay and any frustration this situation may have caused. We’ve coordinated closely with our specialized team regarding your account, and we truly understand how important this matter is to you.

Regrettably, as per their feedback, the account will remain suspended, and the balance will not be returned while the suspension is in place.

We understand this may not be the outcome you were hoping for, and we truly appreciate your patience and understanding throughout this process.

Kind regards,

888 Casino Team

Dear 888 Casino Team,

As said before, unfortunately we haven't received any satisfactory information from you for over 3 months now. I am forced to close this complaint now due to the fact that you did not provide any sufficient evidence to us whatsoever.

In case you would like to reopen this complaint with some evidence about the checks you talk about all the time, please feel free to do so.

Dear flaviolanzalonga,

I am sorry for the outcome of this complaint. Unfortunately, we are unable to move forward now and will be forced to close this complaint, which will negatively impact the rating of this casino.

Respectfully,

Romi