888poker Incident: $15,000 Account Freeze, account banned for no reason
10-24-2023
, 07:42 PM
Dear twoplustwo Community,
I'm reaching out to share a significant and unsettling experience I've had with 888poker. I believe it's important to keep it simple and transparent.
In June, I had a conversation with 888poker's support about a deposit bonus. We discussed the potential for a larger deposit without any bonus limit. Based on this, I made a $15,000 deposit.
Recently, when I inquired about the bonus, I was told it was capped at a mere $250. But our initial agreement was crystal clear—a generous 25% bonus with no specific limit. This was a pivotal factor in my decision.
To make matters worse, my account was abruptly closed, citing a "business decision." It was bewildering and deeply frustrating.
Since July, my account had been locked, holding a significant portion of my bankroll. Just recently, 888poker processed a cashout to my bank account, but my poker account remains inaccessible.
When I shared our chat logs with 888poker's support to clarify the situation, they banned me from the site without offering any explanation.
This has been a challenging experience. My $15,000 is a substantial part of my bankroll, and instead of receiving the anticipated $3,750 bonus, I've had my money frozen for four months and eventually been banned from the site.
Thank you for your attention, and I greatly appreciate your support.
I will paste the chat logs with the live agent below:
> Chat (03/06/2023 06.26 PM)
> [05:46:39 PM]Lukas Rutkauskas: Conversation history:
> [2023-06-03T15:46:19.443Z] user: Hello
> [2023-06-03T15:46:19.896Z] bot: Hey Lukas, Welcome! I'm Amanda, the
> support chat bot.
> [2023-06-03T15:46:19.896Z] bot: You can simply type "live agent" at any
> time to speak to a representative.
> [2023-06-03T15:46:19.897Z] bot: Just choose one of these topics or type
> below if you have any questions ????
> [2023-06-03T15:46:19.897Z] bot: Not seeing your question? You can just
> type a question below and see if I can answer it
> [2023-06-03T15:46:32.745Z] user: lie agent
> [2023-06-03T15:46:33.304Z] bot: Would you like to speak with an agent?
> [2023-06-03T15:46:38.113Z] user: ST_AgentTransfer_Q_1_1 - YES
> \n Here are the available actions that you can send to transfer the
> conversation back to the bot. Prepend the action with a forward slash (for
> example, /actionName).\n/BonusRequest : Bonus Request : Goodwill Bonus
> [05:46:44 PM]Hi, my name is Jhan M. Welcome to live chat!
> [05:47:04 PM]Jhan M.: Hi
> [05:47:13 PM]Jhan M.: How may I help you Lucas ?
> [05:47:21 PM]Lukas Rutkauskas: Hello. I just upgraded to a new computer.
> Which is faster and better. the only problem... 888 poker lags for me now.
> I thought maybe you will be familiar with the issue
> [05:48:10 PM]Jhan M.: have you check your internet
> [05:48:12 PM]Jhan M.: ?
> [05:48:36 PM]Jhan M.: I suggest to clear the cookies/History on your
> computer
> [05:48:46 PM]Lukas Rutkauskas: yes, im sure it's not the internet. I play
> on multiple sites and everything is fine. It's not like an internet lag,
> but more like software that is about to crash
> [05:49:07 PM]Jhan M.: and if that still not work try to un
> install.reinstall the 888poker app
> [05:49:16 PM]Lukas Rutkauskas: my computer specifications are great, all
> other sites are running smoothly, RAM usage does not exceed 80%, processor
> stays below 30
> [05:49:21 PM]Lukas Rutkauskas: i tried
> [05:49:24 PM]Lukas Rutkauskas: same thing
> [05:49:43 PM]Lukas Rutkauskas: i wrote here as my last remedy before
> having to return the computer
> [05:50:02 PM]Jhan M.: how about on mobile ?
> [05:50:11 PM]Jhan M.: does it do the same ?
> [05:50:52 PM]Lukas Rutkauskas: i havent tried on mobile. but I have my old
> PC next to me and it works fine there. although it's an old and slow
> computer
> [05:51:49 PM]Jhan M.: ohhhh if it's working fine on your old cimputer and
> you have tried the steps I told you then the problem is with the computer
> itsefl Lukas
> [05:52:18 PM]Lukas Rutkauskas: i just bought it and it's a new fast
> computer, all other sites are working perfectly
> [05:52:30 PM]Lukas Rutkauskas: It sucks
I guess i will have to take a
> break from 888
> [05:52:47 PM]Jhan M.: ohhhh
> [05:53:14 PM]Lukas Rutkauskas: I lost couple thousand dollars in there
> anyway
> [05:53:17 PM]Jhan M.: but you can tell ot's not a site issue since you
> can play well on your old one
> [05:53:49 PM]Lukas Rutkauskas: its very possible that it's the software
> issue
> [05:53:54 PM]Lukas Rutkauskas: it is not compatible with something
> [05:54:27 PM]Jhan M.: here's the Download link
> [05:54:28 PM]Jhan M.: https://www.888poker.com/download-poker/
> [05:55:07 PM]Jhan M.: can you try to un install what you have now
> [05:55:18 PM]Jhan M.: and try this link to download ?
> [05:56:23 PM]Jhan M.: Lukas ?
> [05:56:27 PM]Lukas Rutkauskas: yes
> [05:56:40 PM]Lukas Rutkauskas: it's the same file i downloaded two days
> ago, and reinstalled yesterday
> [05:56:41 PM]Lukas Rutkauskas:
> [05:58:03 PM]Lukas Rutkauskas: I guess I will have to think of something
> to continue playing
> [05:58:29 PM]Jhan M.: okay i'll respect that Lukas
> [05:58:40 PM]Lukas Rutkauskas: can i at least get an instant deposit bonus
> so it will be worth it for me to comeback?
> [05:58:59 PM]Jhan M.: wait
> [06:00:09 PM]Jhan M.: okay I will set one deposit bonus for you
> [06:00:24 PM]Jhan M.: you will get a bonus if you make a deposit
> [06:00:48 PM]Lukas Rutkauskas: and what kind of bonus is it? what are the
> requirements?
> [06:01:22 PM]Jhan M.: a deposit bonus (financial bonus) when you makea
> deposit
> [06:01:37 PM]Lukas Rutkauskas: i understand that
> [06:01:47 PM]Jhan M.: rules to receive it is just make a deposit and same
> with other policy
> [06:01:48 PM]Lukas Rutkauskas: what am i getting and how much do i need to
> deposit
> [06:02:16 PM]Jhan M.: it has a wagering requirement to withdraw and will
> cancel if you make a withdrawal while you still not finish the wagering
> [06:02:37 PM]Jhan M.: 20% of your deposit
> [06:02:56 PM]Jhan M.: it's up to you Lukas but remember it's for 1 deposit
> only
> [06:03:08 PM]Lukas Rutkauskas: great, thank you!no cap on the deposit
> amount?
> [06:03:11 PM]Jhan M.: next deposit wont have it unless you request ine
> [06:03:41 PM]Jhan M.: yes, well the bigger the deposit the bigger the
> bonus you will get
> [06:03:48 PM]Jhan M.: that how it works
> [06:04:05 PM]Jhan M.: so would you like to set it up ?
> [06:04:27 PM]Lukas Rutkauskas: yes please
> [06:06:09 PM]Jhan M.: Lukas can you make a minimum of 100 deposit ?
> [06:06:24 PM]Jhan M.: so I can set atleast 20 percent ?
> [06:07:01 PM]Lukas Rutkauskas: of course. But if i deposit more, can I get
> an even better %?
> [06:08:35 PM]Jhan M.: I can raise it upto 25% thats what I can give Lukas
> [06:09:57 PM]Jhan M.: would you accept it ?
> [06:10:47 PM]Lukas Rutkauskas: give me a minute please
> [06:10:51 PM]Jhan M.: okay
> [06:11:32 PM]Jhan M.: but yeah it's up to you how much would you like to
> deposit
> [06:14:15 PM]Lukas Rutkauskas: 25% sounds great, I am able to deposit 1000
> today. but if you could give me an even better deal I think I could
deposit
> up to 5000 or even 10k tommorow
> [06:14:22 PM]Lukas Rutkauskas: i just need time to collect the funds
> [06:14:57 PM]Jhan M.: ohhhhh
> [06:15:35 PM]Jhan M.: hold on a second
> [06:20:30 PM]Lukas Rutkauskas: okay
> [06:21:23 PM]Jhan M.: Lukas we are now talking about your request
> [06:21:42 PM]Jhan M.: Can I update you via email ?
> [06:21:52 PM]Jhan M.: it might be a long discussion at the moemnt
> [06:22:27 PM]Jhan M.: but I promise you that I will talk with them on the
> best bonus you can receive if you make a 5k-10k one time deposit
> [06:25:45 PM]Lukas Rutkauskas: okay, so what should I do now?
> [06:25:54 PM]Lukas Rutkauskas: can i close the client
> [06:26:15 PM]Lukas Rutkauskas: oh just saw
> [06:26:18 PM]Lukas Rutkauskas: yeah just email me
> [06:26:21 PM]Jhan M.: Yeah, I hope you can find me helpful
> [06:26:37 PM]Jhan M.: yeah will email you once I have the update
> [06:26:40 PM]Jhan M.: bye for now Lukas
> [06:26:40 PM]Lukas Rutkauskas: I hope too thank you
> [06:26:47 PM]Jhan M.: have a nice day ¬
> [06:26:48 PM]Jhan M.: bye bey ¬
> [06:26:52 PM]'Lukas Rutkauskas' disconnected ('Concluded by Agent').
> Privacy Policy
> | Bonus Policy
> [image: Responsible Gaming]
> [image: Responsible Gaming]
>
> [image: Responsible Gaming]
> Note: Please do not disclose your password to any individual or
> organization claiming to be representing "888poker
> " If you receive an e-mail or phone call from
> someone requesting your password, report it to us immediately.
>
>
then, a month later I received this email:
2023-07-01, št, 18:08 888poker <Support@888poker.com> rašė:
> [image: Image]
> Subject
> lie agent
> Reference # 230603-004532
>
> Response (01/07/2023 05.08 PM)
> Dear Lukas,
>
> Thank you for contacting us.
>
> Lukas, Lukas I have set a one time 25% Financial Bonus on your next
> Deposit.
>
> Bonus should be added automatically once you have made your deposit after
> If you require further assistance with this or any other matter, please
> feel free to contact us.
>
> Kind regards,
>
> Jhan M.
> Member Support Representative
> https://www.888poker.com
TL;DR:
*In June, I deposited $15,000 based on an agreement for a 25% bonus with no specific limit.
*Recently, I was told the bonus was capped at $250, contradicting our initial agreement.
*My account was abruptly closed with no clear explanation.
*Since July, my account has been locked, containing a substantial part of my bankroll.
*Sharing chat logs with 888poker support led to a ban from the site.
I'm reaching out to share a significant and unsettling experience I've had with 888poker. I believe it's important to keep it simple and transparent.
In June, I had a conversation with 888poker's support about a deposit bonus. We discussed the potential for a larger deposit without any bonus limit. Based on this, I made a $15,000 deposit.
Recently, when I inquired about the bonus, I was told it was capped at a mere $250. But our initial agreement was crystal clear—a generous 25% bonus with no specific limit. This was a pivotal factor in my decision.
To make matters worse, my account was abruptly closed, citing a "business decision." It was bewildering and deeply frustrating.
Since July, my account had been locked, holding a significant portion of my bankroll. Just recently, 888poker processed a cashout to my bank account, but my poker account remains inaccessible.
When I shared our chat logs with 888poker's support to clarify the situation, they banned me from the site without offering any explanation.
This has been a challenging experience. My $15,000 is a substantial part of my bankroll, and instead of receiving the anticipated $3,750 bonus, I've had my money frozen for four months and eventually been banned from the site.
Thank you for your attention, and I greatly appreciate your support.
I will paste the chat logs with the live agent below:
> Chat (03/06/2023 06.26 PM)
> [05:46:39 PM]Lukas Rutkauskas: Conversation history:
> [2023-06-03T15:46:19.443Z] user: Hello
> [2023-06-03T15:46:19.896Z] bot: Hey Lukas, Welcome! I'm Amanda, the
> support chat bot.
> [2023-06-03T15:46:19.896Z] bot: You can simply type "live agent" at any
> time to speak to a representative.
> [2023-06-03T15:46:19.897Z] bot: Just choose one of these topics or type
> below if you have any questions ????
> [2023-06-03T15:46:19.897Z] bot: Not seeing your question? You can just
> type a question below and see if I can answer it
> [2023-06-03T15:46:32.745Z] user: lie agent
> [2023-06-03T15:46:33.304Z] bot: Would you like to speak with an agent?
> [2023-06-03T15:46:38.113Z] user: ST_AgentTransfer_Q_1_1 - YES
> \n Here are the available actions that you can send to transfer the
> conversation back to the bot. Prepend the action with a forward slash (for
> example, /actionName).\n/BonusRequest : Bonus Request : Goodwill Bonus
> [05:46:44 PM]Hi, my name is Jhan M. Welcome to live chat!
> [05:47:04 PM]Jhan M.: Hi
> [05:47:13 PM]Jhan M.: How may I help you Lucas ?
> [05:47:21 PM]Lukas Rutkauskas: Hello. I just upgraded to a new computer.
> Which is faster and better. the only problem... 888 poker lags for me now.
> I thought maybe you will be familiar with the issue
> [05:48:10 PM]Jhan M.: have you check your internet
> [05:48:12 PM]Jhan M.: ?
> [05:48:36 PM]Jhan M.: I suggest to clear the cookies/History on your
> computer
> [05:48:46 PM]Lukas Rutkauskas: yes, im sure it's not the internet. I play
> on multiple sites and everything is fine. It's not like an internet lag,
> but more like software that is about to crash
> [05:49:07 PM]Jhan M.: and if that still not work try to un
> install.reinstall the 888poker app
> [05:49:16 PM]Lukas Rutkauskas: my computer specifications are great, all
> other sites are running smoothly, RAM usage does not exceed 80%, processor
> stays below 30
> [05:49:21 PM]Lukas Rutkauskas: i tried
> [05:49:24 PM]Lukas Rutkauskas: same thing
> [05:49:43 PM]Lukas Rutkauskas: i wrote here as my last remedy before
> having to return the computer
> [05:50:02 PM]Jhan M.: how about on mobile ?
> [05:50:11 PM]Jhan M.: does it do the same ?
> [05:50:52 PM]Lukas Rutkauskas: i havent tried on mobile. but I have my old
> PC next to me and it works fine there. although it's an old and slow
> computer
> [05:51:49 PM]Jhan M.: ohhhh if it's working fine on your old cimputer and
> you have tried the steps I told you then the problem is with the computer
> itsefl Lukas
> [05:52:18 PM]Lukas Rutkauskas: i just bought it and it's a new fast
> computer, all other sites are working perfectly
> [05:52:30 PM]Lukas Rutkauskas: It sucks
I guess i will have to take a> break from 888
> [05:52:47 PM]Jhan M.: ohhhh
> [05:53:14 PM]Lukas Rutkauskas: I lost couple thousand dollars in there
> anyway
> [05:53:17 PM]Jhan M.: but you can tell ot's not a site issue since you
> can play well on your old one
> [05:53:49 PM]Lukas Rutkauskas: its very possible that it's the software
> issue
> [05:53:54 PM]Lukas Rutkauskas: it is not compatible with something
> [05:54:27 PM]Jhan M.: here's the Download link
> [05:54:28 PM]Jhan M.: https://www.888poker.com/download-poker/
> [05:55:07 PM]Jhan M.: can you try to un install what you have now
> [05:55:18 PM]Jhan M.: and try this link to download ?
> [05:56:23 PM]Jhan M.: Lukas ?
> [05:56:27 PM]Lukas Rutkauskas: yes
> [05:56:40 PM]Lukas Rutkauskas: it's the same file i downloaded two days
> ago, and reinstalled yesterday
> [05:56:41 PM]Lukas Rutkauskas:
> [05:58:03 PM]Lukas Rutkauskas: I guess I will have to think of something
> to continue playing
> [05:58:29 PM]Jhan M.: okay i'll respect that Lukas
> [05:58:40 PM]Lukas Rutkauskas: can i at least get an instant deposit bonus
> so it will be worth it for me to comeback?
> [05:58:59 PM]Jhan M.: wait
> [06:00:09 PM]Jhan M.: okay I will set one deposit bonus for you
> [06:00:24 PM]Jhan M.: you will get a bonus if you make a deposit
> [06:00:48 PM]Lukas Rutkauskas: and what kind of bonus is it? what are the
> requirements?
> [06:01:22 PM]Jhan M.: a deposit bonus (financial bonus) when you makea
> deposit
> [06:01:37 PM]Lukas Rutkauskas: i understand that
> [06:01:47 PM]Jhan M.: rules to receive it is just make a deposit and same
> with other policy
> [06:01:48 PM]Lukas Rutkauskas: what am i getting and how much do i need to
> deposit
> [06:02:16 PM]Jhan M.: it has a wagering requirement to withdraw and will
> cancel if you make a withdrawal while you still not finish the wagering
> [06:02:37 PM]Jhan M.: 20% of your deposit
> [06:02:56 PM]Jhan M.: it's up to you Lukas but remember it's for 1 deposit
> only
> [06:03:08 PM]Lukas Rutkauskas: great, thank you!no cap on the deposit
> amount?
> [06:03:11 PM]Jhan M.: next deposit wont have it unless you request ine
> [06:03:41 PM]Jhan M.: yes, well the bigger the deposit the bigger the
> bonus you will get
> [06:03:48 PM]Jhan M.: that how it works
> [06:04:05 PM]Jhan M.: so would you like to set it up ?
> [06:04:27 PM]Lukas Rutkauskas: yes please
> [06:06:09 PM]Jhan M.: Lukas can you make a minimum of 100 deposit ?
> [06:06:24 PM]Jhan M.: so I can set atleast 20 percent ?
> [06:07:01 PM]Lukas Rutkauskas: of course. But if i deposit more, can I get
> an even better %?
> [06:08:35 PM]Jhan M.: I can raise it upto 25% thats what I can give Lukas
> [06:09:57 PM]Jhan M.: would you accept it ?
> [06:10:47 PM]Lukas Rutkauskas: give me a minute please
> [06:10:51 PM]Jhan M.: okay
> [06:11:32 PM]Jhan M.: but yeah it's up to you how much would you like to
> deposit
> [06:14:15 PM]Lukas Rutkauskas: 25% sounds great, I am able to deposit 1000
> today. but if you could give me an even better deal I think I could
deposit
> up to 5000 or even 10k tommorow
> [06:14:22 PM]Lukas Rutkauskas: i just need time to collect the funds
> [06:14:57 PM]Jhan M.: ohhhhh
> [06:15:35 PM]Jhan M.: hold on a second
> [06:20:30 PM]Lukas Rutkauskas: okay
> [06:21:23 PM]Jhan M.: Lukas we are now talking about your request
> [06:21:42 PM]Jhan M.: Can I update you via email ?
> [06:21:52 PM]Jhan M.: it might be a long discussion at the moemnt
> [06:22:27 PM]Jhan M.: but I promise you that I will talk with them on the
> best bonus you can receive if you make a 5k-10k one time deposit
> [06:25:45 PM]Lukas Rutkauskas: okay, so what should I do now?
> [06:25:54 PM]Lukas Rutkauskas: can i close the client
> [06:26:15 PM]Lukas Rutkauskas: oh just saw
> [06:26:18 PM]Lukas Rutkauskas: yeah just email me
> [06:26:21 PM]Jhan M.: Yeah, I hope you can find me helpful
> [06:26:37 PM]Jhan M.: yeah will email you once I have the update
> [06:26:40 PM]Jhan M.: bye for now Lukas
> [06:26:40 PM]Lukas Rutkauskas: I hope too
thank you> [06:26:47 PM]Jhan M.: have a nice day ¬
> [06:26:48 PM]Jhan M.: bye bey ¬
> [06:26:52 PM]'Lukas Rutkauskas' disconnected ('Concluded by Agent').
> Privacy Policy
> | Bonus Policy
> [image: Responsible Gaming]
> [image: Responsible Gaming]
>
> [image: Responsible Gaming]
> Note: Please do not disclose your password to any individual or
> organization claiming to be representing "888poker
> " If you receive an e-mail or phone call from
> someone requesting your password, report it to us immediately.
>
>
then, a month later I received this email:
2023-07-01, št, 18:08 888poker <Support@888poker.com> rašė:
> [image: Image]
> Subject
> lie agent
> Reference # 230603-004532
>
> Response (01/07/2023 05.08 PM)
> Dear Lukas,
>
> Thank you for contacting us.
>
> Lukas, Lukas I have set a one time 25% Financial Bonus on your next
> Deposit.
>
> Bonus should be added automatically once you have made your deposit after
> If you require further assistance with this or any other matter, please
> feel free to contact us.
>
> Kind regards,
>
> Jhan M.
> Member Support Representative
> https://www.888poker.com
TL;DR:
*In June, I deposited $15,000 based on an agreement for a 25% bonus with no specific limit.
*Recently, I was told the bonus was capped at $250, contradicting our initial agreement.
*My account was abruptly closed with no clear explanation.
*Since July, my account has been locked, containing a substantial part of my bankroll.
*Sharing chat logs with 888poker support led to a ban from the site.
