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Gibraltar Gambling Commissioner
Complaint Resolution Request Form.
Suite 771, Europort, Gibraltar.
Tel: (00350) 20064145
Email: gamblingcommissioner@gibraltar.gov.gi


last email from 888 casava i got on the 16th they just dont care

Yup, I am a victim of this also. I didn't login to my LuckyAce (888) account for over a year and all the funds were drained:

1. No emails or posted letters sent to warn about the deductions
2. But did receive promotional materials during that time
3. Customer service referred me to the terms of service
4. No bonuses, incentives or apologies offered
5. Made no attempt to make me happy

They should at a minimum have a legal obligation to warn customers that they are taking or about to take deductions. The 10% fee is excessive. Anyway, players beware -- spread the word.

Zulu

Hi, i am a long time lurker of the forum and have had a problem with this issue. I contacted the 888rep but did not get a response. I dont know that to do and will post my e-mail interactions with them.

Discussion Thread

Customer By Email

Hi, Around a month ago i received a cheque from cassava enterprises payable to me of the amount 62.88 GB pounds with the following cover latter:

'Dear ,
Further to your cash out order, please find enclosed a cheque in the sum of GBP62.88.
Thank you for visiting our site, we look forward to serving you again.
Transaction Department
Cassava Enterprises (Gibralter) Ltd.'

I have an account at pacific poker and play regularily under the username 'pool' with the account denominated in USD.
I had an account with littlewoods on the network under the username 'draugh2'. I dont think I ever used the account as I already had a pacific poker account. I did not request a cash out from this account though I think the cheque relates to this account as it is in GB pounds. I think I had a balance of 615 GB pounds in this account. I see that Littlewoods have left the network but when I log into my account on the new network my balance is zero. I have had some contact with Littlewoods about this matter and they say to contact Cassava Enterprises. Could you please look into this matter.

Thanking You

Discussion Thread

Response Via Email (Amanda G.)

Dear ,

Thank you for your response.

Garrett, 888poker and Littlewoods Game On are separate entities so logging into 888poker would not prevent your Littlewoods Game On account from becoming dormant. As you have confirmed that you were well aware of the Dormant Account Policy we are unsure as to why you incorrectly assumed that being active in 888poker would prevent your Littlewoods Game On account from becoming dormant.

Our records show that you did log into your Littlewoods Game On account until December 20th 2010.
As you did not log in again after December 20th 2010, your account became dormant and in accordance with the Dormant Account Policy, 10% of your bankroll amount was deducted each month as from June 2011.

'Should you fail to use your account for six months your account will be considered a "dormant account". The six-month period will run from the date of your last login to your account. In the case of a dormant account, the Company will levy a monthly administration fee at a rate of 10% of the balance in the account on the date that it became dormant. The administration fee shall be deducted from the dormant account commencing from the last day of the sixth month in which the account is inactive and on the last day of every month thereafter, until the balance of the account has reached zero. In the event that you login to your account during the ten-month period during which the administration fee is levied, the Company will cease to levy the administration fee but shall not be obligated to return to you any monies already deducted from the account at such time.'

Garrett, these 10% deductions continued each month in accordance with the policy until the remaining 10% amounting to £62.88 was cashed out on your behalf in March 2012.

The policy was clearly outlined in our Terms and Conditions of the Site User Agreement so no separate update was sent regarding this matter.
In addition, the Company shall not be obligated to return any monies already deducted from the account and so no funds will be issued to you in this case.

We now consider this matter closed and wish you the best of luck with all future endeavours.

Kind Regards,
Lynn
Senior Member Representative
manager@cassava.net
Cassava Enterprises (Gibraltar) Ltd
********************************************
***********************************************


Message Body
From: Cassava Enterprises (Manager) <Manager@cassava.net> To: ****@yahoo.co.uk Sent: Friday, 13 April 2012, 17:48 Subject: cheque GBP 62.88 [Incident: 120402-002148]
Subject
cheque GBP 62.88

Discussion Thread

Response Via Email (Erik L.) 13/04/2012 06.46 PM

Dear Garrett,
My name is Niklas and I am contacting you on behalf of the Management of Cassava Enterprises (Gibraltar) Ltd.Garrett, you are correct that Littlewoods Game On is no longer a part of the Cassava Network. However, after reviewing your account I can see that the funds were removed due to our dormant account fee policy. Should you fail to use your account for six months, your account is then considered a "dormant account". The six-month period will run from the date of your last login to your account. In the case of a dormant account, the Company will charge a monthly administration fee at a rate of 10% of the balance in the account, on the date that it became dormant. The administration fee shall be deducted from the dormant account commencing from the last day of the sixth month in which the account is inactive, and occurring on the last day of every month thereafter, until the balance of the account has reached zero. In the event that you log into your account during the ten-month period during which the administration fee is charged, the Company will cease to charge the administration fee but shall not be obligated to return to you any monies deducted from the account at such time.This information is very explicitly stated on our Site User Agreement, to which you agreed when you ticked the "I agree to the Terms & Conditions" box at the bottom of your account registration page.Garrett, I trust this addresses and clarifies your query. Thank you for your time, I wish you the very best of luck with all future endeavours.Kind Regards,Niklas
Senior Member Representativemanager@cassava.netCassava Enterprises (Gibraltar) Ltd

Auto-Response 02/04/2012 06.11 PM

Dear Member,
Thank you for taking the time to contact the Operations Department.This is an automatic reply to inform you that your email has been received and is currently under review. The matter has now been forwarded to the relevant Department. We will reply to your query as soon as possible and with individual care. Please bear in mind though, that during peak times it may take up to 72 hours to reply.Thank you for your patience and co-operation in this matter.
Regards,Tracey S
Operations Department

Customer By Email 02/04/2012 06.11 PM

Hi,
Around a month ago i received a cheque from cassava enterprises payable to me of the amount 62.88 GB pounds with the following cover latter:'Dear Garrett Ryan,Further to your cash out order, please find enclosed a cheque in the sum of GBP62.88.Thank you for visiting our site, we look forward to serving you again.Transaction DepartmentCassava Enterprises (Gibralter) Ltd.'I have an account at pacific poker and play regularily under the username 'pool' with the account denominated in USD.I had an account with littlewoods on the network under the username 'draugh2'. I dont think I ever used the account as I already had a pacific poker account. I did not request a cash out from this account though I think the cheque relates to this account as it is in GB pounds. I think I had a balance of 615 GB pounds in this account. I see that Littlewoods have left the network but when I log into my account on the new network my balance is zero. I have had some contact with Littlewoods about this matter and they say to contact Cassava Enterprises. Could you please look into this matter.
Thanking You


[---001:002862:33714---]

Dear ,

Thank you for your response.

Garrett, 888poker and Littlewoods Game On are separate entities so logging into 888poker would not prevent your Littlewoods Game On account from becoming dormant. As you have confirmed that you were well aware of the Dormant Account Policy we are unsure as to why you incorrectly assumed that being active in 888poker would prevent your Littlewoods Game On account from becoming dormant.

Our records show that you did log into your Littlewoods Game On account until December 20th 2010.
As you did not log in again after December 20th 2010, your account became dormant and in accordance with the Dormant Account Policy, 10% of your bankroll amount was deducted each month as from June 2011.

'Should you fail to use your account for six months your account will be considered a "dormant account". The six-month period will run from the date of your last login to your account. In the case of a dormant account, the Company will levy a monthly administration fee at a rate of 10% of the balance in the account on the date that it became dormant. The administration fee shall be deducted from the dormant account commencing from the last day of the sixth month in which the account is inactive and on the last day of every month thereafter, until the balance of the account has reached zero. In the event that you login to your account during the ten-month period during which the administration fee is levied, the Company will cease to levy the administration fee but shall not be obligated to return to you any monies already deducted from the account at such time.'

, these 10% deductions continued each month in accordance with the policy until the remaining 10% amounting to £62.88 was cashed out on your behalf in March 2012.

The policy was clearly outlined in our Terms and Conditions of the Site User Agreement so no separate update was sent regarding this matter.
In addition, the Company shall not be obligated to return any monies already deducted from the account and so no funds will be issued to you in this case.

We now consider this matter closed and wish you the best of luck with all future endeavours.

Kind Regards,

Cliffs on that jibber jabber?

888 thieving ****s prob

Wow, this thread is disgusting, I will never ever sign up for this crooked network. Hope everything works out for those affected.

888 and their support staff, are thieves, just lost 80% of my money because I did not login for 8 months... and as I read their clause for dormant accounts they should first charge me after 6 months and notify me(!) but looks like they took 60% after 6 months as well they should charge me 10% of what is left but they took 10% of the original amount each month so the account would have been 0$ after 10 months of inactivity!!!
Luckily for me I had less than 100$ on the account and will never again deposit money with them!

What you expect man... 888 are 100% thieves absolutely disgusting.

If anything they should pay a small interest to these players.
I bet they earn quite big interests on money sitting in player accounts.
But why not just take it right away?Surely thats the most +EV move.

Thank God they have 1 thing left on their site that is undisputably fair.The RNG.
Imagine if they would touch that as well.That would be an outright steal.O wait...

Nah,silly me!
What kind of company would do that anyway?

Hello 888Rep,

I have been long time highstakes cash regular for the last 8years on 888poker, raking hundreds of thousands USD. Also played in all major sites with decent action (iPoker, Stars).
About year and a half ago I decided to take a break from poker and left small amounts of money on every site just in case I feel like playing - 2-3Kish.

About 2 weeks ago I decided to log in and withdraw these amounts as I needed them for some IRL stuff. The exact amount I left on iPoker and Pokerstars was there and I instantly withdrew it. I was confused to find that my balance in 888poker was 0 tho(about 2.5k USD missing)

Wrote an e-mail to the support. No answer for weeks.

Can you please bring their attention to my case. My nick is naemanamen96.

I see that they have changed their User Agreement since this thread was started, and it is now much fairer with regard to dormant accounts:

https://www.888poker.com/security-an...-agreement-uk/

7. Your Account

Your account is for your sole personal use only and shall not be used for any professional, business or commercial purpose.
Monies held in your account shall not attract any interest.
If you do not log in to your account for a consecutive period of 12 months for reasons other than self-exclusion in accordance with the Responsible Gaming Policy, your account will be considered a "dormant account". Before an account becomes a dormant account, we will use reasonable efforts to notify you via the most current contact details you provided to us. Following your account becoming a dormant account, for security reasons we will suspend the balance in the account at that time to ensure the balance is safe and secure. This means you may not see your balance in your account if you attempt to log-in. However your rights to the balance in your account are unaffected and , you can at any time contact us at support@888poker.com to request access to any positive balance in your account before the account became a dormant account. Following your request and following our completion of any identity verification checks we need to undertake, we will restore access to your account and such positive balance where we are reasonably able to do so, or if we are not reasonably able to restore access to your account, we will refund the positive balance directly to you.


The long delay you are experiencing is presumably only owing to the much mentioned inefficiencies of Support, and they will return your money in due course.

Looks promising. Thank you very much again for the effort and timely response!

I'm mailing 888 again referring to this part of the User Agreement.