i have problem with w88 they suspended my account without notice with my 150k idr balance, i talk to customer service, they say that i habe violated term about syndicate betting, which i never do, i play alone with my mobile phone. they simply suspend my account without proff or any explanation. i just wanna fair explanation and answer about my account, i hope that anyone can help me about this.

thank you

Dear kemeng,

Thank you very much for submitting this complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand your situation properly.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time you spoke with the casino and what was it about?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

thx for replying my complain before, regarding your question about below

Have you made any successful withdrawals before?

a : no, but many successfull deposit had success.

Could you please confirm that you have passed the KYC verification?

a : yes, i have pass KYC with security q/a by phone verivication.

Have you accumulated your winnings with or without an active bonus?

a : iam not taking any bonuses yet since i firts play, and i have fullfill winnins terms with 150kIDR pass for withdrawall

When was the last time you spoke with the casino and what was it about?

a : about a week ago, i tried everydays since then but no respon

thank you

hopefully this problem solved !!

Thank you for your answers. Please allow me to give you a few additional questions.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could it be possible that someone else used your mobile phone for playing in this casino?

How many devices have you used for playing in the casino so far?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

a: i dont think i share my account to anyone else, iam using it alone

Could it be possible that someone else used your mobile phone for playing in this casino?

a : my phone is private for me i think nobody using my phone

How many devices have you used for playing in the casino so far?

a : actually 2 devices iam using its my personal laptop when iam home just for checking account summary, but for playing regularly i prefer using mobile phone.

thank you

Thank you very much, kemeng, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you kemeng for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask W88.com Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and if we can do anything to help.

Thank you!

hello,

i have contact with w88 cs few days ago, they help me open my account, but they suggest me to stop playing on their casino further but they allow me to withdraw wallet ballance.

i think this problem can be solved by now

thank you

Dear kemeng,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter