In one sentence, they processed cashout of some funds (£200) and confiscated some funds (around £100).
First of all, I apologise for the lengthy post but I tried to provide all the info to help u make up your mind.
I will try to be brief but this may take a few mins to read. thx
About 2 years ago, I played poker at luckyace and pacificpoker, both part of 888 group. I dont remember completing any poker bonuses but i may have.
And I will be honest, I had opened a few play money poker accounts then just cos i wanted a different username. Never deposited in these account (only had one real money account) and so obviously bonus bagging or cheating was not the intention. Support knew about this and even then i was able to withdraw without any issues.
I would also like to add that I have never had a casino account at ANY cassava casino, ever. This was my first casino bonus ever.
AND I have never hidden anything from support. Before opening a casino-on-net (888 casino account) I actually myself sent an email to them stating my details and asking them to check my account and confirm if I am eligible for the casino bonus.
Original Message Follows: ------------------------
could u please check my details and tell me if i m eligible for the 1st
time casino bonus. I have a poker account (but havent played poker for
years) but I am not sure if i have ever played casino. Could u please
check it for me. thx
Name - .......................
address - .............................
To add to my case, I must tell you that I am an honest player.Dear .................. ,
Thank you for contacting us.
My name is Stela and I am Member Support Representative from 888.
............., I have reviewed your account and you never have been
registered at Casino On Net.
According to this, after registering, when you make your first deposit
at Casino-on-Net you?ll be rewarded with a 100% Deposit Bonus up to 200
USD like so:
- All your bonus will be credited to your account immediately so you can
head straight to the tables and play a few games on us (you won't find
this at many other casinos!)
- The Welcome Bonus can be cashed out only after wagering an amount
totalling your bonus plus your deposit amount multiplied by 20.
More information about this promotion you can find on our webpage: http://www.casino-on-net.com/promotions/promotions.htm.
Also, I checked your account and actually, you have 2 accounts
registered on Pacific Poker. Due to our policy, you are not allowed to
have more than one account open at any time, so we will close your
account with username: D.....9 In future, please use only J........S and do not
open any further multiple accounts as they will be closed as soon as
they are detected.
............. may I take this chance to wish you the very best of luck. If
there is anything that I can do for you then please contact us anytime
and we will be more than happy to assist you.
Member Support Representative
Win 888.com?s BIGGEST jackpot ever! Give our Millionaire Genie Classic
Slot a spin now!
NOTE: Please do not disclose your password to any
individual/organization claiming to represent or representing "888.com".
If you receive any e-mail or phone call from anyone requesting you to
provide your password, please report it to us immediately. Our Member
Support Department is available 24/7 to assist you via e-mail at
They never asked for ID but i uploaded my driving licence anyways to avoid any delays right after my deposit. They only asked fdr additional docs after I complained that they still hadnt verified my account after a few days of licence upload.
I have used multiple payment methods like debit card/neteller (888poker), moneybookers (888casino), etc so they know i m legit.
I have even emailed them offering more documents for further ID check.
While I was playing they kept asking me to deposit again and again and offered me a tenner here and there if I deposit in the next few mins sort of stuff, etc. I kept making multiple deposits. They shouldnt even ask me to deposit again and again if they cant honor cashout requests.
Ok back to the topic. Was a bit angry.
In total I had deposited around £300 to start with. So after completing my bonus requirements, I cashed out £200. My account still had around £100 left, could be £75, I dont remember. In any case, I was looking to play a few games at the casino with this.
Then I got this email,
On Wed, Dec 2, 2009 at 8:07 PM, Cassava - Operations Dept. <email@example.com> wrote:
I am Lionel L. from the Operations Department at Cassava Enterprises
(Gibraltar) Ltd, which is part of the 888.com group of companies.
I am writing in response to your email and attached documents.
..........., after careful consideration it has been decided that I am
unable to accept your documents for verification purposes. As such, your
account has been permanently blocked from further use.
Please refrain from opening further accounts with sites owned and/or
operated by Cassava Enterprises (Gibraltar) Ltd. Any new account shall
be immediately blocked and the deposits not refunded.
Cassava (Gibraltar) Ltd.
to which i replied,
what? why is that? No explanation whatsoever? You asked for documents and after I have sent my documents you block my account without giving any reason.
I sent my driving licence, bills, etc. If u need more documents just ask.
Give me a reason for closure of my account or I will be lodging a complaint.
their reply was
This is Selvin P. from the Operations Department at Cassava (Gibraltar) Ltd. Cassava (Gibraltar) Ltd operates "Casino On Net".
I am contacting you with regards to your Casino On Net account under the username "WinBettor".
................., as the matter is deemed final, I am unable to assist you further regarding this matter.
Please refrain from opening further accounts with sites owned and/or operated by Cassava Enterprises (Gibraltar) Ltd. Any new account shall be immediately blocked and the deposits not refunded.
We sincerely apologize for any inconveniences that may have occurred and wish you nothing but the best of luck in your future endeavors.
Thank you for your patience and understanding in this matter.
Cassava Enterprises (Gibraltar) Ltd.
I have been waiting for their reply to my last email complaint for 12 days now. Even sent a reminder 4 days ago. Nothing! ECogra 14 days time period us nearly up.
Well in that case I will ask you to refund all the funds I have in my account back to my deposit method. Before opening an account at 888, support confirmed that I am eligible for the sign-up bonus and helped me twice to deposit. Maybe now you should help me the same way with the withdrawal as well.
I have never played on any other casino in the 888 group and hence support confirmed my eligibility for the bonus, etc. I have never taken advantage of any other casino sign-up bonus on 888 group and hence u cant just close my account on bonus abuse terms.
I am forwarding two emails you yourself sent as proof.
Theres also this email (pastd below with reference no.) where I confirmed my real info, name, address, etc. If I was opening multiple accounts for fraud or bonus abusing why would I keep my details same. I told you upfront that I had poker accounts at 888 group. I didnt hide anything. Now I have an account under "J.......S" at pacific poker but none at casino-on-net so I had to open one under "W...........r" username. Like I said already I have never had any accounts here. I have recently got a chance to play casino games and I started with a greater deposit then I have ever deposited on any poker account. I have going to play casino regularly here cos of 888's reputation. But if you dont want my business fine. Just refund the funds I have left or else I will be lodging a complaint and asking eCOGRA and casinomester to represent me. But if you do want my business, unlock me account and let me play with the funds I have left there. I know I have requested a withdrawal but cancel that cos I was going to redeposit over the wekend anyway. So if i have funds there I can play with those. If you want more ID documents, just ask. Please dont be foolish,
I doubt that the reasoning for my account closure is multiple accounts cos after those multiple play money poker accounts, I had opened real money account and deposited AND WITHDREW without any issues.
Never had any casino accounts not even play/fun, if they allow them that is.
They havent given me any reason for account closure. Is that normal/allowed?
Though I did get an email stating that my driving licence is illegible, I offered to rescan licence, utility bills, bank statements, etc but they still dont want anything and account will remain closed. They keep repeating their decision is final.
I just have one question?
I was just a few secs away from depositing a few hunderd £s more cos I though about that VIP promo they have. Thats why i left a few quid in my account whilst I was cashing-out to check things like how long will cashouts take or if they will honor cashouts at all. Would they have still gotten away with this if I had say 1k. And I wont lose my sleep over the £100 but I will rather give it to children in need then these rogue casinos.
EDIT - I forgot to say that eCogra is closed for the festive season but will complain once its open again on Jan 4th.