Hello,

2 months ago I converted a large amount of gold tokens into cash then immediately after I was unable to register for any cash/sng/tournament and also not able to withdraw. When attempting to play the error looks like this:

https://gyazo.com/ad0843b82d5ef9c6765754bb31cc81ce

I have been constantly emailing/talking to online support/calling about this problem and they have basically been giving me automated template responses that are running me in circles with sending them screen shots of the problem.

3 weeks ago I received an email that they fixed the bug, which wasn't true and an apology email after but since then I have followed up and get automated responses that their "tech team is looking into it and will notify me when the problem is resolved". Being that this is the main site I play on for my living and spending countless hours with their useless support, this process has been infuriating to work with and have never witnessed anything like it, even from the worst poker sites. I am making this post public as I see no other option to hopefully ever have this problem fixed and would like to warn the community.



Dear Grayson,

Thank you for contacting us.

We are happy to assist in resolving your query today.

Grayson, after receiving an update from our technical team, it was confirmed that your previous issue is now resolved.

Please note that it was found that you had issues caused by multiple bonuses that prevented him from playing. However as the bonus issue has seemed to resolve itself you should not experience any further difficulties.

Should you require any further assistance with this matter Grayson, do not hesitate to contact us. We are here for you 24 hours a day, 7 days a week.

Kind regards,

Larren W.
Member Support Representative

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Dear Grayson,

Thank you for contacting us.

Grayson, we are truly sorry for the previous reply as this was sent in error. At this time, we do not require any further details from yourself as we have received this in previous conversations.

Please note that we have contacted our technical department once to make them aware that this problem is still an ongoing event for you and the case is now re-opened and being reviewed again.

We are truly sorry for the inconvenience you have been experiencing and your frustration is clearly understood. However, you can rest assured that we are doing our best at this time to have this issues fully resolved to have you back playing like normal.

We kindly ask for you patience and once we have received further updates, you will be contacted immediately.

In the case that you require further assistance, please feel free to contact us again.


Kind regards,

Jameika G.
Member Support Representative

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Dear Grayson

Thank you for contacting us.

Grayson. the case is still been investigated by our Technical Team, as soon as we have received an update we will provide you with more information.

We sincerely apologize for any inconvenience caused and thank you for your patience and understanding in this matter.

Kind regards,

Shaion R.
Member Support Representative

Have you emailed asking them to manually cash you out (the amount you want to cash out)? While this would not help with the issue about playing, at least you would be able to get the funds you want.

888 should have no issue with being able to issue you with a manual withdrawal to whatever processor you want

Regarding cashing out, here is what they told me:

"Grayson, please kindly note that as per our bonus policy, all immediate bonuses credited to your account must be wagered at least 30 times before any withdrawals may be requested.

Hence, your request to have the bonuses purchased on the 22nd of May in our 88poker club withdrawn to your respective bank account cannot be accommodated as per our bonus policy."

Since most of my funds are a bonus and I must play in order to release it, the funds are stuck. However, I would like to focus on being able to play again as that is much more important.

(Please note that the original bonus request was about a month before, but they put the bonus back in my account and I had to re-request it.)

huehuehue, need to rollover your rakeback

not laughing at you, laughing at them

Cross post here.

http://forumserver.twoplustwo.com/28...l#post52409268

The 888 rep is very responsive and helpful in my experience just need to get past the template responses and speak to a human being.

Not at all an uncommon policy. Stars and Full Tilt immediately come to mind as sites that did/do something similar to this.