888 Casino - La cuenta del jugador ha sido cerrada.

Ladies and Gentlemen

I played exclusively craps and occasionally slots at the aforementioned casino and adhered to the applicable User Agreements and Terms of Service. On February 27, 2026, my account was blocked, and I have had no access to it since. Communication with 888 has been impossible since then, as support cannot be contacted without an account.

I tried to re-verify my account in order to contact support again, but this attempt was unsuccessful.

A withdrawal from my side was also not possible. €31,512 has since been debited from my 888 account and no longer appears. Contacting 888 remains impossible.

Sehr geehrte Damen und Herren,

ich habe bei dem oben angeführten Casino ausschließlich Craps und gelegentlich Slots gespielt und mich an die geltenden User Agreements und Terms of Service gehalten. Am 27.02.2026 wurde mein Konto gesperrt und ich hatte seither keine Möglichkeit auf mein Konto zuzugreifen. Eine Kommunikation ist seit diesem Zeitpunkt mit 888 nicht mehr möglich, da ohne Konto der Support nicht kontaktiert werden kann.

Ich habe versucht mein Konto erneut zu verifizieren, um wieder mit dem Support Kontakt aufnehmen zu können, dieser Versuch blieb jedoch erfolglos.

Eine Auszahlung von meiner Seite war ebenfalls nicht möglich. Von meinem 888 Konto wurden mittlerweile die € 31.512,-- abgebucht und scheinen nicht mehr auf. Eine Kontaktaufnahme mit 888 ist nachwievor nicht möglich.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Could you please share a screenshot of what happens when you try to log in?
• Have you contacted support on the casino's website?
• 
• Did you achieve your current balance with the help of a bonus?
• Share any supporting evidence to support your case with me here or send the information to my email at tomas@casino.guru

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

Hello Tomas,

Thank you for your feedback. I have answered your questions below and attached screenshots at the end of the message:

• I played on account 888 from November 2025 to February 27, 2026. A screenshot of the message regarding the ban is attached. This is how I found out about the ban.

• A screenshot of the message I receive when trying to log in is attached. When I click "click here" during the failed login attempt (visible in the screenshot), the FAQ page opens, which is also accessible under "Online Help".

• No, I haven't contacted support because the casino's support cannot be contacted without an active account. Previously existing support email addresses are no longer active. Contacting support via "Message us" through the Help Centre is not possible with a locked account. The "Online Help" section only contains an FAQ.

• My account balance showed no outstanding bonus targets or bonus credits. At the beginning, I claimed the welcome bonus (€500, if I remember correctly) and have already withdrawn it. Afterwards, I received credits through the cashback system – I'm not sure if these cashback credits are also considered a bonus from you?

Thank you again for your support!

Best regards

Hallo Tomas,

vielen Dank für Ihre Rückmeldung, anbei habe ich die Fragen beantwortet und Screenshots am Ende der Nachricht angehängt:

• Ich habe von November 2025 bis 27.02.2026 auf 888 gespielt - Einen Screenshot von der Nachricht bezüglich der Sperre befindet sich im Anhang. Auf diese Weise habe ich von der Sperre erfahren.

• Ein Screenshot der Nachricht, wenn ich versuche mich anzumelden, ist im Anhang. Wenn ich auf "click here" bei dem fehlgeschlagenen Versuch mich einzuloggen (auf dem Screenshot ersichtlich) drücke, öffnet sich die FAQ-Seite, die auch unter "Online Help" ersichtlich ist.

• Nein, ich habe den Support nicht kontaktiert, da der Support des Casinos ohne aktives Konto nicht kontaktiert werden kann. Ehemals existierende Support-Email-Adressen sind nicht mehr aktiv. Über das Help Centre ist eine Kontaktaufnahme über "Message us" mit einem gesperrten Konto nicht möglich. Unter dem Punkt "Online Help" findet man nur ein FAQ.

• Bei dem Kontostand waren keine Bonusziele oder Bonusguthaben mehr offen. Zu Beginn habe ich den Welcome Bonus (in der Höhe von € 500,--, wenn ich mich richtig erinnere) in Anspruch genommen und bereits ausgezahlt. Danach habe ich noch über das Cashback-System Gutschriften bekommen - Ich weiß nicht ob Gutschriften aus Cashback-Systemen ebenfalls als Bonus von Ihnen gemeint sind?

Vielen Dank nochmals für Ihre Unterstützung!

Mit freundlichen Grüßen

Thanks for your reply.

Have you tried replying to the operations team via email or to the now-obsolete support addresses?

Have you save any evidence of your balance in the casino before the closure, outstanding withrawal request confrimations or similar evidence?

Please share it with me via email ot post it here.

My email is tomas@casino.guru

Thank you, I replied directly to the email address.

Danke, ich habe direkt an die E-Mail-Adresse geantwortet.

Dear FiveBirds,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello FiveBirds,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite 888 Casino to join the conversation.

Dear 888 Casino,

I acknowledge that it is standard industry practice for casino management to reserve the right to close player accounts at its discretion. At the same time, I would kindly note that any related financial obligations are expected to be settled accordingly.

Measures such as the confiscation or withholding of player winnings are significant in nature and typically have to be supported by clear and substantiated evidence of a potential breach of the casino’s terms and conditions. At this stage, the specific grounds for such action do not appear to have been communicated to the player, which makes it difficult to consider your actions as justified.

I would therefore appreciate your cooperation in providing clarification and any relevant supporting evidence regarding the potential rule violation or other reasonable justification for your decision, so that the matter may be reviewed independently. Kindly forward the relevant information and evidence to michal.k@casino.guru.

Thank you in advance.

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 FiveBirds,

It is regrettable that the casino team has not responded to me, especially as we have communicated with them successfully in the past.

We always make every reasonable effort to contact the casino and encourage its participation in resolving a complaint before considering an Unresolved outcome. I will therefore reach out through several additional contacts we have for the casino, and I remain hopeful that this will result in a response.

I will extend the timer by a few additional days to allow the casino team to respond and engage with the complaint. If no reasonable progress is made despite this extension, I will close the complaint as Unresolved, which will negatively affect the casino’s Safety Index rating.

Dear FiveBirds,

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. 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 might 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. In the meantime, I recommend you to escalate your case as per the steps mentioned in the casinos 15. Complaints and Disputes section.

You might find our How to submit a complaint to a regulator | Casino Guru helpful.

Please let me know if they were able to help you at michal.k@casino.guru

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru