After a series of emailing back and forth with 888 Poker Support, as well as management, they refuse to send me any hand histories and claim they simply can't.
I needed to request some since I am backed for some games and had a few disconnections recently so my 888 software did not store them properly.
I repeatedly got an Excel spreadsheet from them showing balance changes in my account, and had to repeatedly explain to them that this was not what a "hand history" was, and showed them examples.
Anyone else find this absurd? How do they protect against collusion?
Here is the final response from management:
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Dear Nicolas,
Thank you for contacting us.
My name is Paulo and I'm happy to assist you today.
Nicolas, I'm sorry to know you are not satisfied with my previous response.
However, what I was trying to explain is that we don't store hand histories in the way you show in your examples and that you already have been provided with the excel files with your game history for the timeframe requested by you.
If there is any particular hand or issue you wish to have discussed I'll be happy to assist you as we can review each hand ourselves but when we export to our members the data is displayed in the format you had previously received.
Nicolas, should you require any further assistance, please feel free to contact us.
For information regarding how to use our products or services, please visit the 'Online Help' section at our website:
http://888-external-en.custhelp.com/app/home/prod/4
Kind regards,
Paulo M.
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They claim they sent me in a different "format" but it's simply not true. I didn't receive any sort of hand history, only transaction history. I even tried importing the file to HM2 just in case and of course it didn't work.