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Non-Bonus Complaint 888poker - account suspended $3.000+ balance

Discussion in 'Casino Complaints - Non-Bonus Issues' started by elkoxon, Apr 18, 2017.

    Apr 18, 2017
  1. elkoxon

    elkoxon Newbie member

    Ok, so i play online poker and some casinos for a while now and never had a single problem till now. I opened an account on 888poker, deposited and decided to give it a go (too bad i started to look for issues on the web only after i deposited). Got the bonus, lost my first deposit, ok, no problem, deposited again as i received an email saying that with a 30$ deposit i will get the ticket to 888 poker festival sat in Barcelona, got the ticket and so far all good. Decided to give a go to the slots as i saw they have some i know and like, won $3.000+ on slots from a $30 deposit, that's pretty damn good! Suddenly i got kicked out and cannot login, ok, standard verification process, no problem but to my surprise i am asked for notarized documents and as i am a foreigner in the country i live this is what i got as the answer from a notary official: "Authentication of a document is an official act in which a notary certifies that a copy of a document is identical to the original document or its authenticated copy. However not all documents may be authenticated. A notary cannot authenticate a copy of an ID card, a passport, a bill or a check. If the document is written in a language, which the notary does not understand." There are obviously few problems here, first is quite evident from what i just wrote so in order to get a document notarized i would also need to make a sworn translation of 2 documents + notarize those documents, total cost is somewhere near 350$ and i don't feel like doing this as i really have the feeling it's just a way to obstruct and discourage a player from getting the money. Anyway, the other point is that a notary ,have no authority or power to confirm the authenticity of a document, he can only confirm that the document is identical to the original so what is the real scope here? I've send to the magnificent Operations Team a copy of my ID, a photo of me holding my ID card next to me face, a copy of my rent contract, a copy of my IPS bill, a copy of my employment contract, a copy of my health insurance card and i am also going to send a photo of my TV warranty (there is my name on it).

    I am pretty sure Cassava is well aware that in some countries certain documents cannot be authenticated and they use this as an excuse.

    Any advice how can i proceed with them? I know i can make a complain t to eCogra and i will eventually but i want to use all my other available options (if any)
  2. Apr 19, 2017
  3. elkoxon

    elkoxon Newbie member

    Strange things are happening... While my account is still suspended this is what i just received:

    Dear Dominik, Support User ID: *********

    We have received your withdrawal request for the total amount of 3251.38 USD.
    Your confirmation number is ************.
    888poker 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 888poker 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, don't hesitate to contact us.
    Thank you for playing at 888poker! We hope you enjoy playing our exciting games!

    Daniel Wade
    Support Manager

    I will update you with the outcome of this but this now looks even more ankward than before...
  4. Apr 19, 2017
  5. maxd

    maxd Complaints (PAB) Manager Staff Member

    The PAB Guy
  6. Apr 19, 2017
  7. elkoxon

    elkoxon Newbie member

    That's ok, it seems that they are actually willing to resolve the issue. I might be the first player in the history that was able to resolve a matter with them, there is a say "don't be that guy", in this case i'll be happy to be that guy :D
  8. Apr 24, 2017
  9. elkoxon

    elkoxon Newbie member

    Ok, today i got the money from 888 so the problem is solved, however i have not issues to withdraw money from Skrill and i am using them since they exist and never had any issues. I had their card some years ago. Anyone knows where i can contact them as this is sooooo frustrating

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