Official 888 Poker Support Thread

[fundiver199]

A bit of good news for everyone trying to withdraw their money from 888 Poker. During the weekend I received an email confirming, that my withdrawal request had been approved, and now the money (SEK 1.500 or around $155) has arrived in my bank account. Before this happened though, 888 support decided to illustrate their high level of professionalism by sending me this email:

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Hello.

Thanks for reaching out.

To verify your account and to be able to handle future withdrawals, you will need to provide the bank statement that has been requested form relevant department.

In our terms & conditions, we have informed, that we can whenever needed to verify/confirm information we will request documents.

We wish you a great day.

Regards,
888
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So not only did support ask me to send a document, they already received 3 weeks earlier, as they apparently do with many people. They also managed to ask for it, when their collegues had already approved my withdrawal. 2½ weeks ago I send the email quoted below to 888 Support, which was never replied to and apparently also never read.

Instead I suspect, that I only got a (100% useless) answer from support yesterday, because I had been making some noise here over the weekend. Presumably the 888 Rep send a message to them saying something like "can you please reply to this annoying guy, who is writing bad things about us in a forum", and then someone was like "sigh I guess, I have to do it", but did not bother to even read my emails or follow up on the status of my case. Or for that matter sign with their actual name instead of just "888".

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Hi 888 Poker

More than 72 hours has passed now, but thats ok. I am writing in english now, because presumably nobody at 888 Poker understand swedish. If that was the case, you would not send me an email requesting "a picture of my account statement problems for the last 3 month", "a picture of my banks SWIFT/BIC" and other similar nonsense. I am writing again, because I kind of anticipate, that you will ask me to upload documents at this site, as you did in the email:

Cashier

This is however not possible, because I dont have a password to 888 Poker. This is because, I log on with swedish Bank-ID, as presumably everyone else in Sweden. And for that reason, when I try to "change" my non-existing password, the system does not recognize my email, phone number or username (fundiver198) and return the answer: "It seems like the data you´ve entered is incorrect. Please try again." So unless you can give me some other way of sending you documents, you will have to receive them by email, as you already did.

For your information I have cancelled my withdrawal request, since there is no point in having a pending request for weeks or month, while this bureaucratic nonsense is being sorted out. Please let me know, when I can make a withdrawal request and expect this to be processed instead of met with requirements of sending you a copy of my mothers drivers licence, which must be in russian and also show her current occupation. Have a wonderfull day!

Best regards,

(my name)

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So I basically asked 888 Poker to confirm, when their reverification nonsense was completed, so that I could withdraw my money. And also kind of confirm, that it was ok for them to get my document by email or alternative instruct me, how I could send them, when that log-on was not working. But I never received a reply, and 2 weeks later I had lost patience and decided to just try to request a withdrawal and see, what happened.

And now I have my money back, which then "only" took a bit more than 3 weeks. I think, the above communication kind of speak for itself, and I am pretty much done with 888 Poker at this point. There are so many other places to play, so there is no need for anyone to expose themselfes to this level of bureaucratic nonsense, incompetence and frankly arrogance from customer support staff.

 

[888Rep]

They asked me for proof of deposit through Skrill and it turns out that now I have a problem with Skrill, since it is the means by which I deposited, they do not give me the receipts since my Skrill account is blocked or does not work, so what solution do they give me? Nick:Timba_raza id 817925191

Sent over for you.

Regards

 

[fundiver199]

Its also worth dwelling a little about, why 888 Poker now apparently rutinely require all their customers to send bank statements in order to process even a small withdrawal. Here is, what is stated on the swedish version of their webpage (actual text in english):

Uttagspolicy | 888poker.se

Lär dig spela Texas Hold'em | 888poker.se

www.888poker.se

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According to the withdrawal policy, members may be required to prove their identity before a cash withdrawal can be made from their account. This verification process is to prevent online fraud.

Main verification documents

1. Photo ID: A copy of the current photo ID is required for your first withdrawal request. This ID can be a copy of your passport, driver's license, or national ID card. What we specifically need is the page with photo of the ID card for our verification check. Make sure that all the details, including your name, photo, and signature, are visible on the document.
2. Credit and debit cards: A copy of the front and back of the credit card that you use as a payment method. Please make sure that all details are clear so that we can carry out the verification quickly and accurately. For security reasons, please mask the middle eight digits on the copy of the front of the card and the three-digit security code on the copy of the back of the card.
3. Proof of address: This can be sent in the form of an electricity/gas/phone bill or a credit card statement. It must be an up-to-date document, where your full name and address, which you have registered with us, is stated. If you provide a credit card statement, please mask the middle eight digits of the credit card number.
4. Electronic identification via Bank-ID.

Note: Depending on the payment method you used to deposit funds into your account, in some cases you may be required to present several of the aforementioned documents or additional identification documents that are not included in the list above.

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Number 1-3 should be very familiar to everyone, who play on online gambling sites and dont require any further explanation. Number 4 is basically a swedish online signature, that can be used to sign tax declarations and many other official things. So what is it then, that a bank statement can do, which these 4 types of documents have not done already?

Its not proof of identity, this was done already with 1) and 4). Its also not proof of adress, since an account statement from a swedish bank does not even show the adress of the owner. It can be used to verify, that deposits were made with a card or from an account belonging to the person owning the account on 888. But this can also be done by 2) and perhaps asking for this again, when a new card was used. As it was in my case.

The only further information, 888 get from seeing an account statement, is an indication of, where the player was located, when they played on the site. As everyone know, there are restricted locations, and for people playing under a swedish license this is actually everywhere except Sweden. So 888 can use an account statement to confirm, I was actually in Sweden, when I played on the site, from the statement showing transactions in SEK and not mainly showing transactions is say USD from visit to stores or ATMs during a visit to the USA.

I can understand, why 888 might want to carry out this kind of control, if I had won some highroller and asked to withdraw $100k. But when I won $30-50 playing some micro and low stakes games over a period of 2 weeks, this seems a bit excessive to say the least. But maybe thats just me. 888 can run their business, as they wish, and its going great with them now being number 21 on this list of site activity. So why care about giving customers a good experience, when they have so many of them already.

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