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Account closed and funds seized after successful previous withdrawals.

I am filing a formal complaint against 888.ro regarding the unfair closure of my account (username: trifan1V) and the seizure of my funds.

The Facts:

Established History: I am not a new player. I have successfully completed withdrawals from this account in the past. This means 888.ro has already verified my identity and payment methods before and found them to be compliant.

Recent Activity: I recently made a deposit and played exclusively in the Live Casino baccarat section. All my winnings are legitimate and resulted from live dealer games.

The Impossible Request: When I requested a new withdrawal, the casino asked for a screen recording of my banking app. However, my bank account has been officially closed by the bank. It is technically and legally impossible for me to access or record an app for a closed account.

Official Evidence Provided: Instead of the video, I provided 888.ro with official, stamped documents from the bank confirming the account closure. This is the highest form of legal proof available.

Abusive Closure: Despite my history of successful withdrawals and the official bank proof provided now, 888.ro ignored the documents and issued a permanent closure notice, confiscating my balance.

My Argument:

888.ro is acting in bad faith. They approved my withdrawals in the past, but now that I have won at Live Casino, they are using a "technicality" to avoid payment. Demanding a video of a closed app while refusing to accept an official bank document is an abusive practice. I am asking Casino Guru to help me recover my legitimate winnings.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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?
• Could you please share the communication from the casino regarding the reasons for account closure and balance confiscation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you requested the relevant documents from the Revolut support according to this guide? Would you be able to share the relevant communication with me? https://help.revolut.com/ro-RO/help/profile-and-plan/managing-my-account/documents-for-a-closed-account/

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 response.

I have been a player at 888 Casino RO since around January 2026, although I do not remember the exact registration date.

I will send you all the relevant communication regarding:

my Revolut account/documents

emails and messages from 888 Casino RO

account closure information

balance/confiscation related information

Thank you for your assistance.

Dear trifan1V,

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, Kubo (jakub.m@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

Dear trifan1V,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 888 Casino RO to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 888 Casino RO,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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 Kubo,

Thank you for handling my complaint.

I would like to confirm that I remain available to provide any additional documents or information that may be required.

I would also like to emphasize that I fully cooperated with all verification requests made by 888 Casino RO. Since my Revolut account had already been officially closed, it was impossible for me to provide a screen recording from the banking application. However, I supplied official bank documentation confirming the closure of the account, which I believe is stronger and more reliable evidence than a screen recording.

I am still waiting for 888 Casino RO to explain why my account was permanently closed and why my remaining balance of approximately 4,300 RON was confiscated despite my cooperation and previous successful withdrawals from the same account.

Thank you for your assistance and I look forward to the casino's response.

Kind regards,

trifan1V

Dear trifan1V,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Best Regards,

Kubo