888 Casino RO - Das Spielerkonto wurde geschlossen.

888.ro Closed Account After Refusing Intrusive Banking Video – All Other Documents Provided

Hello,

My name is [Redacted] and I would like to file a complaint against 888.ro.

I played on their platform and later went through the verification process.

I fully cooperated and submitted all required documents multiple times:

Identity card

Selfie with ID

Utility bill

3-month bank statement

Card photos and confirmation

However, I was additionally asked to provide a video recording from my personal banking application.

I refused ONLY this request because:

it is highly sensitive and invasive

it is not a standard KYC requirement

banking apps often block such recordings for security reasons

Despite complying with all other verification requirements, my account was closed and my funds were withheld.

I believe this action is unfair and disproportionate.

I kindly request your assistance in reviewing this case and helping me recover my funds.

I am ready to provide all evidence.

Thank you.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you have indicated any responsible gaming related issues to the casino?
• Has the casino indicated any reason for requesting a video recording from your banking application?

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,

Attila

Dear Attila,

To answer your questions:

No, I have never mentioned any gambling problems or responsible gaming issues to 888.ro.

The casino refused to provide a valid reason for the video recording of my banking app. They just sent a generic request, ignoring the fact that I already submitted my official documents and bank statements. I feel they are using this "video" demand as a pretext to avoid paying out my winnings.

Please ask them to clarify exactly what law or regulation requires a video of a private banking app when all other documents are already provided.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification? You can send the information to my email address: attila.g@casino.guru.

Additionally, could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Thank you very much for your patience and cooperation.

Hello Attila,

Thank you for your reply.

Regarding my activity on the platform, I mainly focused on casino games, especially slots. I did not use sports betting.

I would also like to mention once again that my account was blocked without prior notification, and no detailed explanation or evidence regarding the alleged violation has been provided to me so far.

Thank you very much for your assistance and cooperation. I appreciate your help in reviewing this case.

Best regards,

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,

Attila

Dear LacaEE21,

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 for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Kubo,

Thank you for taking over my case.

Regarding your question about updates, I have retrieved the exact official email exchange from April 1st, 2026, which proves the excessive and abusive verification practices of 888.ro. They explicitly stated in writing that they are blocking my verification unless I provide a video recording of my screen while opening the live Revolut app.

Here is the exact transcript of their official demand from support@888romania.ro : "Following an internal review, we have found that the statement submitted presents certain elements that require additional verification... please provide us with a clear video recording of your phone or device screen showing you accessing your Revolut account directly from the app account..."

I replied immediately, stating that Revolut's security protocols strictly forbid screen recording for privacy and security reasons, and asked them to manually re-verify my official 3-month PDF statement instead. Following my refusal to compromise my mobile banking security, they abruptly shut down my account and withheld my 2,425 lei balance.

The casino cannot deny this demand because it is written in black and white in our official e-mail correspondence. Furthermore, they have ignored all my direct follow-up emails since then.

I am standing by for their response as their timer is running out.

Best regards,

Lacquer EE21

Dear Kubo,

Thank you for taking over my case.

Regarding your question about updates, I have retrieved the exact official email exchange from April 1st, 2026, which proves the excessive and abusive verification practices of 888.ro. They explicitly stated in writing that they are blocking my verification unless I provide a video recording of my screen while opening the live Revolut app.

Here is the exact transcript of their official demand from support@888romania.ro: "În urma unei analize interne, am constatat că extrasul transmis prezintă anumite elemente care necesită verificări suplimentare... vă rugăm să ne furnizați o înregistrare video clară a ecranului telefonului sau dispozitivului dumneavoastră în care să se observe accesarea contului Revolut direct din contul aplicație..."

I replied immediately, stating that Revolut's security protocols strictly forbid screen recording for privacy and security reasons, and asked them to manually re-verify my official 3-month PDF statement instead. Following my refusal to compromise my mobile banking security, they abruptly shut down my account and withheld my 2,425 lei balance.

The casino cannot deny this demand because it is written in black and white in our official e-mail correspondence. Furthermore, they have ignored all my direct follow-up emails since then.

I am standing by for their response as their timer is running out.

Best regards,

LacaEE21

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 LacaEE21,

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