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Hello, I have been registered with the NRA (National Revenue Agency) since December 19, 2022, reference no. 94-M-2134 / December 19, 2022, however, despite this, my account was not restricted until February 17, 2023. As a result, I lost over 3000 leva, potentially even more. I asked the casino to reimburse the amounts, but they refused.

Здравейте, регистрирана съм в регистъра на НАП от 19.12.2022 вх-№ 94-М-2134 / 19.12.2022, но въпреки това акаунта ми не беше ограничен до 17/02/2023. В резултат загубих над 3000 лева, а може и много повече. Попитах казиното да ми възстанови сумите, но отказаха

Dear racheva96,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 8888.bg Casino.

Could you please specify when exactly you registered at the casino?

Have you passed the KYC verification? Have you used the same personal information in the casino as in the NRA register?

Do I understand correctly that you deposited and lost over 3000 leva from 19 December to 17 February?

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

I have been registered for 2 years, having registered in the register on 12/19/2022. The same personal data was used in both places, it's just that the casino was late in fulfilling its obligations, not on time. KYC verification has been passed long ago and successfully.

Регистрацията ми е от 2 години, като се регистрирах в регистъра на  19.12.2022. Използвани са едни и същи лични данни и на двете места, просто казиното късно си изпълни задълженията не навреме. KYC проверката е мината отдавна и то успешно.

Thank you very much, racheva96, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear racheva96,

I'm Michal and I have taken over your complaint. I understand the difficulty in managing your gambling urges when faced with strong temptations. I acknowledge your registration with the NRA (National Revenue Agency), but based on my understanding, your account with 8888.bg Casino was opened before your NRA registration. Could you please confirm whether you've submitted a self-exclusion request or informed the casino team about your desire for self-exclusion or any gambling-related challenges? If so, when did you make such a request? Additionally, could you provide any evidence of your communication with the casino team regarding these matters? It's important to note that the standard procedure involves notifying the casino team first about any issues or challenges related to gambling.

Dear racheva96,

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.