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Good day, despite numerous attempts to communicate with the casino, my funds are still locked and they won't let me close my account. I am desperate because this situation has been ongoing since July and they are not willing to cooperate, to the point that they are not responding to me in any way.

Buongiorno, dopo vari e vari tentativi di comunicazione col casinò i miei soldi sono ancora bloccati e non mi fanno chiudere il mio account. Io sono disperato perchè questa situazione va avanti da luglio e non vogliono collaborare tanto che non mi rispondono in nessun modo

Dear ubertomatteo68,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 888 Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification at this casino?

Do I understand correctly that you requested your account to be closed?

Could you kindly explain in more detail why your funds have been locked?

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

Good morning, I think I passed the casino's KYC check since all the documents I sent were accepted. However, I have been waiting since August for my gaming account to be closed and for my money to be credited back because I am tired of having a blocked account that is not being unblocked in any way. Furthermore, the casino isn't very helpful because after several reports via chat and email they still don't respond to me or give me assistance in closing my gaming account.

Buongiorno, io penso di aver superato la verifica kyc del casino dato che tutti i documenti da me inviati sono stati accettati. Ormai però è da agosto che sto aspettando la chiusura del mio conto di gioco e il riaccredito dei miei soldi perchè sono stufo di avere un account bloccato e che non viene sbloccato in nessun modo. In più il casino non è molto di aiuto perchè dopo diverse segnalazioni via chat e via email continuano a non rispondermi e darmi assistenza per la chiusura del mio conto di gioco

Yes, exactly, I asked for my gaming account to be closed because the casino blocked my account in July and I was unable to unblock it in any way.

Si esattamente io ho chiesto la chiusura del mio conto di gioco poichè il casino mi ha bloccato il mio account a luglio ed in nessun modo sono più riuscito a sbloccarlo

Could you please specify why your account was blocked? Have you received any explanation about the block from the casino? If so, please forward any relevant communication between you and customer support regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Dear ubertomatteo68,

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.

My account was blocked after playing in August and since then I have continuously written to the casino trying to ask what documents I need to provide to unblock it but so far they have not provided me with any requests on how to proceed. I wanted to ask if you could contact them so that they can reply to me and tell me how to proceed with the unlocking

Il mio account è stato bloccato dopo averci giocato ad agosto e da allora ho scritto in continuazione al casino cercando di chiedere quali documenti devo fornire per lo sblocco ma per ora non mi hanno fornito alcuna richiesta sul come procedere. Volevo chiedere se potevate contattarli voi in modo che mi rispondano e mi dicano come procedere per lo sblocco

Did you receive an email from the casino explaining why your account was blocked? If you did, please forward it to veronika.l@casino.guru. Alternatively, you can post screenshots here. It's important that we have as much information as possible to help you confront the casino. I appreciate your cooperation.

Dear ubertomatteo68,

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.