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Resolved 888 Casino blocked my account - I have a 1000$ balance

Discussion in 'Casino Complaints - Non-Bonus Issues' started by nickmontreal, Aug 13, 2012.

    Aug 13, 2012
  1. nickmontreal

    nickmontreal Dormant account

    Occupation:
    Work
    Location:
    Canada
    888 Casino blocked my account while I was playing Real dealer BlackJack and I had a bet on the table. I got kicked out literally kicked out of the game and then I received the following email:

    ---
    Dear Nick,

    I am Naik S. from the Operations Department at Cassava Enterprises (Gibraltar) Ltd., Cassava Enterprises manage operational services for 888casino. I am contacting you with regards to your account with username "nickmontreal".

    As this account is related to other accounts that have been closed across our network, we have temporarily suspended your membership.
    If you would like to discuss this matter further, please feel free to contact us.

    We apologize for any inconvenience caused.

    Regards,
    Naik S.
    Operations Department
    Cassava (Gibraltar) Ltd.
    This email is not visible to you.
    ---

    I replied to that email informing them that I had an old closed account (I asked them back in the days to close an account that I didn't want to use anymore).

    And recently I wanted to play again so I created the new account "nickmontreal". I wasn't attempting to do nothing wrong or abusing a welcome bonus or anything.

    I am still waiting to get an answer.. But this is very barbaric from them, to kick me out of a real dealer blackjack game. Instead of calling me directly and try to fix things. As you can see in the email they sent me, there is not even a phone number. I'm still waiting to get an email from them. I have a balance of 1000$ I am very concerned about this situation.
     
  2. Aug 13, 2012
  3. nickmontreal

    nickmontreal Dormant account

    Occupation:
    Work
    Location:
    Canada
    I'd like to add, this is very unprofessional from 888casino, they are not respectful toward the players at all.

    For example that sentence from the email:
    "If you would like to discuss this matter further, please feel free to contact us."

    Of course I want to discuss this matter, I have a balance of 1000$. They are not even talking about what's happening with my money, all it say in the email is that my account has been blocked.

    Can someone help me?
     
    Last edited: Aug 13, 2012
  4. Aug 13, 2012
  5. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    .

    Hi!

    It is never a good thing to open several accounts as most T&C will have clear rules against this. You should always ask to get your old account re-open.

    888 has a very helpful and kind rep on this forum. You can try to contact her and ask if she could take a look at your case.

    http://www.casinomeister.com/forums/members/rachel888.html
     
    2 people like this.
  6. Aug 14, 2012
  7. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Did anyone notice the casino said "accountS"? Sounds like more than one.

    Nick, did you claim any signup bonus on this new account?
     
  8. Aug 14, 2012
  9. nickmontreal

    nickmontreal Dormant account

    Occupation:
    Work
    Location:
    Canada

    I did not claim any signup bonus. I'm still waiting for a reply from them btw. (operations@cassava.net and Rachel)


    Couple of months ago I asked them to close my account because I didn't want to play anymore.

    I recently changed my mind and I wanted to play, so.. since my other account was close it was logic to just re-create a new one.
     
  10. Aug 14, 2012
  11. Rachel888

    Rachel888 Dormant account

    Occupation:
    Account Manager
    Location:
    Herzliyah, Tel Aviv, Israel, Israel
    Hey nickmontreal,

    I am looking into the issue, check your email for updates :)

    Sorry for the delay, things have been really hectic lately. As well I am flying to Canada tonight so it may take some time for a response, please understand.

    Thanks
    Rachel
     
  12. Aug 14, 2012
  13. nickmontreal

    nickmontreal Dormant account

    Occupation:
    Work
    Location:
    Canada
    Oh! are you coming to help me directly in Montréal(Canada)? :D

    Haha.. Ok thank you! I will verify my emails, thank you very much
     
  14. Aug 14, 2012
  15. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -

    I told you she was helpful :p
     
  16. Aug 14, 2012
  17. nickmontreal

    nickmontreal Dormant account

    Occupation:
    Work
    Location:
    Canada
    hahaha! I know right


    UPDATE: I just received a new email from 888casino (feedback@mailer.888casino.com).

    It look like they are returning my balance $ to me (thanks God!). But they didn't reply to me at all. I assume they don't want me to play anymore :( ..



    ---
    From: 888casino (feedback@mailer.888casino.com)
    Sent: August-14-12 7:42:48 AM
    SUBJECT: Your Withdrawal Request Confirmation

    Dear Nick, Support User ID: 747347026

    We have received your withdrawal request for the total amount of 1200.50 USD.

    Your confirmation number is ***.

    888casino makes every effort to ensure that your withdrawal request is processed as quickly and efficiently as possible.

    Your money will be remitted to you using the payment method selected according to the 888casino Withdrawal Policy. The Withdrawal timeframes will vary depending on the payment method.

    You can check the withdrawal status in the Cashier under the History tab. Please also note that you have the option to reverse your withdrawal.

    If you require any assistance or clarification, dont hesitate to contact us.
    Thank you for playing at 888casino! We hope you enjoy playing our exciting games!

    Sincerely,

    Alice Woods
    Support Manager
    This email is not visible to you.
    You must register/login in order to see the link.
    ---
     
  18. Aug 14, 2012
  19. nickmontreal

    nickmontreal Dormant account

    Occupation:
    Work
    Location:
    Canada
    Ok, we can consider my situation as resolved, and may I add that I am extremely pleased to see that they are replying to me and now I am in discussion with them.

    They have a very good support.

    Thank you 888 and Rachel for helping me.


    The problem is .. when I closed my first account, I did mention that I was maybe having a little gambling problem.. (But the main reason was really that I was upset about a technical issue that I was experiencing while playing and I was tipsy when I wrote to them)

    I was experiencing a technical bug that when I clicked on "hit" to get a card, it wasn't working sometime.

    Anyway.. I explained to them that my financial situation changed recently and I wanted to play again.. plus I was not experiencing this technical issue anymore while playing.
     
    1 person likes this.
  20. Aug 14, 2012
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is almost certain to be whaty caused this issue. As far as they were concerned, you had lapsed and opened a new account. They froze this account as soon as they found it. Industry guidelines suggest a MINIMUM of 6 months exclusion when a player closes their account for a reason that may indicate a gambling problem. Many argue this does not go far enough, and that closures due to gambling problems should last much longer, even to the point of being permanent. Accounts should not be reopened on request either, but after a thorough assessment of the circumstances of the player then and now.

    They won't want you to play because they are not convinced 2 months is enough to get to grips with a gambling problem. They should, if they haven't already, make it clear you are NOT to create further accounts at any related casino in order to sneak back in. They may not be so forgiving the next time, and will probably void all your bets.
     

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