Frustrating customer service

I love playing at 888 but absolutely frustrated to my wits end with thier customer service. Reported an issue weeks ago and was told someone would email me in a few days..... no email.... so I contacted them again and they asked what the issue was, I once again detailed it with screenshots and they said it has been submitted to the 'higher ups" to address..... waited a week no response or email. Contacted them yet again.... same thing, they asked for details which I provided yet again with screenshots.... they said someone would contact me ..... yeah right. Done this 7 times now (probably 2 plus hours of MY time) I've just been brushed under the rug. So incredibly frustrating.

The issue was during a large mtt that we were down to less than 30 ppl and the game froze. I was playing 3 games at the time and only this 1/3 games froze.... needless to say I was blinded out by it getting frozen.
I just wanted a response from them .....
Disappointed with their lack of attention to the matter 😞

chillibear said:

I love playing at 888 but absolutely frustrated to my wits end with thier customer service. Reported an issue weeks ago and was told someone would email me in a few days..... no email.... so I contacted them again and they asked what the issue was, I once again detailed it with screenshots and they said it has been submitted to the 'higher ups" to address..... waited a week no response or email. Contacted them yet again.... same thing, they asked for details which I provided yet again with screenshots.... they said someone would contact me ..... yeah right. Done this 7 times now (probably 2 plus hours of MY time) I've just been brushed under the rug. So incredibly frustrating.

The issue was during a large mtt that we were down to less than 30 ppl and the game froze. I was playing 3 games at the time and only this 1/3 games froze.... needless to say I was blinded out by it getting frozen.
I just wanted a response from them .....
Disappointed with their lack of attention to the matter 😞

Click to expand...

Have you tried our official 888 support thread? Not that it's much better

chillibear said:

I love playing at 888 but absolutely frustrated to my wits end with thier customer service. Reported an issue weeks ago and was told someone would email me in a few days..... no email.... so I contacted them again and they asked what the issue was, I once again detailed it with screenshots and they said it has been submitted to the 'higher ups" to address..... waited a week no response or email. Contacted them yet again.... same thing, they asked for details which I provided yet again with screenshots.... they said someone would contact me ..... yeah right. Done this 7 times now (probably 2 plus hours of MY time) I've just been brushed under the rug. So incredibly frustrating.

The issue was during a large mtt that we were down to less than 30 ppl and the game froze. I was playing 3 games at the time and only this 1/3 games froze.... needless to say I was blinded out by it getting frozen.
I just wanted a response from them .....
Disappointed with their lack of attention to the matter 😞

Click to expand...

I had a problem, in my experience, they do respond on Reddit and helped resolve the situation. It’s worth posting there and waiting for their reply.

thats probably their way to tell u that u wont get anything i guess. next time turbo restart the software or the table which is a way better option than just getting blinded down.

I no longer recommend 888 precisely for this reason. They blocked the only way I could withdraw money. I asked some colleagues and for them it was normal. I contacted customer service, and they told me that this withdrawal method had indeed been blocked for my account. And the solution? Nothing. They only told me that, and that they had no way to resolve it.

That’s exactly why I stopped playing on 888. I had several bad experiences with their customer service, slow responses and issues that were never really solved, which eventually made me lose trust in the platform. In the end, I decided it wasn’t worth the frustration and stopped playing there. That said, I have to admit that their wide variety of freerolls is something I genuinely miss, because they were fun and gave good chances to play without much risk.

chillibear said:

The issue was during a large mtt that we were down to less than 30 ppl and the game froze. I was playing 3 games at the time and only this 1/3 games froze.... needless to say I was blinded out by it getting frozen.

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Sadly you can not expect poker sites to reimburse you in such situations, since the chips, you lose while being forced to sit out, benefit other players and not the site. I had the exact same experience on ACR Poker recently, and I had to make a choise between giving up on the "dead" table or restarting the client and while doing so also sitting out in my other 4 tournaments.

I choose the latter, and this did bring the "dead" table back to life. After this the software still ran like crab for around 10 minutes, and it was a struggle to rearrange my 5 tables and make any decisions before timing out, which happened multible times at different tables. But then things stabilised, and I was able to finish all 5 games and even cash in 2 of them.

chillibear said:

Just wanted a response from them .....Disappointed with their lack of attention to the matter 😞

Click to expand...

I can understand this, but the thing is, there is not really anything, their support can say, that you will like to hear. Maybe they can give you a complementary low value tournament ticket or something, but thats just about it. Or they can give you the advice, we have given here, which is to close and restart the poker client. They are not going to say "Yeah we know, our software suck, but unfortunately we cant do anything about it". And if there was an easy fix, they would have fixed it years ago.

If I am honest this is just one of the things, we need to keep up with, if we choose to play on smaller sites like 888 Poker or ACR Poker. Their software is just not as good as that of the industry leaders, and they dont have money to fix it. For me I can accept it, as long as it only happen from time to time. Its annoying, but its also a bit like bad beats, since sometimes it will happen to your opponents as well. And then you can steal their chips and run deeper in the tournament.