German 888 players be aware of potential issues as accounts are closed

fletchdad

fletchdad

Jammin................
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Warning, this is a very long post, due to me copying and pasting the email exchanges to show what dealing with 888 reducing my account balance to zero with no email, no warning, no explanation was like.....
I had an account at 888. There have been changes in germany, where I live, in the gambling laws. I did not really know what this meant, as I play mainly stars, but also BCP and 888. I could not log in to my account at 888, and wasnt all that worried. Then I re-downloaded and installed the SW, logged in and my account was at $0.

I asked in the 888 support thread, and was not well supported, in my opinion. I would like to link this post to the 888 support thread as well, but I will wait for a MOD to tell me if that is cool or not. The support was not all that bad, but not all that great either.

I contacted 888 and got a response that I had to open a German account and had to verify myself etc, and I asked if I could just withdraw my funds. I am copying and pasting their reponse below with 2.)****. I sent them my bank details and asked if I need to send a copy of my passport and got this response below marked 1.)****

Basically, they seem to be screwing me out of my funds. I never got an email about the change in policy, my account was still active (until they deleted it, when I requested to withdraw my funds) and my account balance was reduced to zero. I did NOT have a year of dormancy, which can cause this. I normally do not ever write posts like this, but 888 went from a cool room to a scam. I can see no other reason for them to treat me like this. All I want are my funds, and they don't address that at all......

Below are the email exchanges. The second response is listed first below, and the initial email exchange is at the bottom, the mails chronologically go from bottom to top, most recent emails are at the top so it kinda goes backward.....


1.)****Hallo ****,

Ihr 888.de Konto mit Benutzernamen ‘Fletchdad’ wurde aufgelöst, da die Online-Identitätsprüfung nicht erfolgreich durchgeführt werden konnte.

Um ein permanentes Konto zu erhalten, müssen Sie ein neues Konto bei 888.de mit einem anderen Benutzernamen registrieren und die Online-Identitätsprüfung erfolgreich bestehen.

Bitte stellen Sie sicher, dass Sie Ihre Daten bei der Registrierung so wie auf Ihrem Personalausweis/Reispass angeben. Dies erhöht die Erfolgsaussicht bei der automatischen Online-Identitätsprüfung.

Wir entschuldingen uns für etwaige Unannehmlichkeiten.

Mit freundlichen Grüssen,

Kundendienst
888.de



Which translates to:
Hello ***, Your888.de account with username ‘Fletchdad’ was canceled because the online identity check could not be carried out successfully. To get a permanent account, you have to register a new account at 888.de with a different username and successfully pass the online identity check. Please make sure that you enter your data when registering as on your identity card / passport. This increases the chances of success with automatic online identity verification. We apologize for any inconvenience. Kind regards, Customer service 888.de Below is the email exchanges copied and pasted
2.)****


Response (26/07/2021 01.18 PM)

Dear ****,

Thank you for contacting us.

****, please tell us your banc details in order for us to manually withdrawal the money for you.

If you require further assistance with this or any other matter, please feel free to contact us.

Kind regards,

Theodor O.
Member Support Representative
Support@888casino.com
https://www.888casino.com

***************************************************************************
Note: Please do not disclose your password to any individual or organization claiming to be representing 888casino . If you receive an e-mail or phone call from someone requesting your password, report it to us immediately. Contact details for our Member Support Department can be found at: http://888-external-en.custhelp.com/app/home/p/1 . Please provide your Support ID whenever contacting us.
***************************************************************************
18+ Play responsibly! - www.888.com/responsible-gaming


Customer (26/07/2021 11.43 AM)

Hi Rouven,

thank you for your answr. Is there any way I can just withdraw my remaining funds?

Thank you

****

Gesendet: Sonntag, 25. Juli 2021 um 13:03 Uhr
Von: "888casino"
An: ***@***
Betreff: Dormant account?? [Reference #: 210725-001520]


Response (25/07/2021 01.03 PM)

Dear ****

Thank you for your message.

My name is Rouven P. I was very happy to review your request.

Firstly, I would like to apologise for any inconvenience caused.
Here at 888 we have strict security regulations and must comply with all requirements of the licensing authorities.

****, due to the new gambling laws in Germany, your account has been migrated. To transfer the balance of 46.06$ from your old account to the new one, please verify your player account.

Please note that the account verification for all members from Germany is done via Schufa and cannot be influenced by us. Furthermore, only one account per member is allowed at 888.de.

Schufa has not been able to verify your account so far. Unfortunately, we do not have any information as to why the account verification failed.
As your details could not be verified so far, we are unfortunately not allowed to grant you access.

****, in order to move forward at this point, I recommend that you contact Schufa directly at www.meineschufa.de and request a self-disclosure of the data available there.
This way you can judge for yourself where the underlying difference lies. It is possible that you are registered with a different address.

Please check your details and change them if necessary (up to 5 times possible) so that a new request can be made to Schufa.

Only if your registered data is confirmed by Schufa, the restrictions on your account can be lifted. This must be done within 30 days, if this could not be done within this period, your account will be deleted. Please also see our user agreements: https://www.888.de/sicherheit-datenschutz/nutzungsvereinbarung/

****, if you have any further questions or require any information, please do not hesitate to contact us, we will be happy to assist you.
888Poker thanks you for contacting us and have a gr888 Sunday!

Kind regards

Rouven P.
Member Services
kontakt@888.de
https://www.888poker.de/

***************************************************************************
Note: Please do not share your password with individuals or companies claiming to represent 888casino. If you receive an email or phone call from someone requesting your password, report it to us immediately. Contact information for our customer service department can be found at: http://888-external-en.custhelp.com/app/home/p/1 . Please include your support ID whenever you contact us.
***************************************************************************
18+ Play responsibly! - www.888.com/responsible-gaming


Auto-Response (25/07/2021 12.15 PM)

Dear Member,

Thank you for contacting 888casino .

This is an autoreply to inform you that we’ve received your e-mail.

For an immediate solution to your query, we suggest that you first browse our Online Help feature, where most frequently asked questions are answered.

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 48 hours to reply.

If you haven’t already done so, we recommend that you visit the link below, which addresses the most common questions and problems encountered by our members:

http://888-external-en.custhelp.com/app/home/p/1

We appreciate your patience and thank you for choosing 888casino .

Sincerely,

Support Manager
Support@888casino.com
https://www.888casino.com
**********************************************************************
Note: Please do not disclose your password to any individual or organization claiming to be representing 888casino . If you receive an e-mail or phone call from someone requesting your password, report it to us immediately. Contact details for our Member Support Department can be found at: http://888-external-en.custhelp.com/app/home/p/1 . Please provide your Support ID whenever contacting us.
**********************************************************************
18+ Play responsibly! - www.888.com/responsible-gaming


Customer (25/07/2021 12.13 PM)

Hello, I have not played 888 for a while (but it has been a few times in the last year sooo...) and I tried to log in and could not. This went on for a while - me trying to log in unsuccesfully - then I reinstalled the software and my account is been emptied of funds..... I have no emails from 888 with any warning about dormant account so I am confused as to why my funds have dissapeared from my account. email ***@*** site name: Fletchdad Thank you ***
 
fletchdad

fletchdad

Jammin................
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A tl;dr about my post above, so you don't need to read the entire thing.

There have been law changes in Germany, and my 888 account all of a sudden had 0$ in it. I asked, and was told due to the changes that I had to contact the "Schufa" which is a governmental liquidity proofer, meaning they find out if you have unpaid debts and so on.

The Shufa is a PITA bureaucratically, and I asked if I could just withdraw my funds instead of opening a new account at 888 in Germany, which I don't want. Limited player pool etc. why bother...

They replied asking for my bank details. I sent them my bank details and asked if I should send a scan of my passport.

Here is a c/p of my last email to them:
--------------------------------------------------
Hi,

I can also send a scan of my passport or something similar if this is needed.

My bank details are:

Account holder: ***

Address of account holder: ***

Birthdate: Nov.03, ****

Bank: ****

Account number (IBAN): ****


Thank you in advance for your assitance.

Many kind regards,

****

---------------------------------------------------------------------------------------------------------------

Their response was to inform me my account has been deleted. No mention of my money.

I have of course responded but I am more than disappointed in 888 and their so-called service.
 
Last edited:
Risto234

Risto234

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Warning, this is a very long post.

888 went from a cool room to a scam.

Guess this ^ sums up that long post very perfectly ...
Also there's no wonder that 888's credability is more than enough questionable for way too many reasons :rolleyes:
 
fletchdad

fletchdad

Jammin................
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Now I have sent emails to support, the same emails I used (one was support@888.com and one was support@888casino.com) and both emails I sent, all in the last 4 weeks, were answered. Now I sent emails on both and they were returned. I sent mails 2 hours ago and now, so it does not look like maintenance.......

MODS: Can I link this to 888 support thread?
 
MishkaZL

MishkaZL

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I am convinced that 888 is one of the best and safest sites. I have never had any problems with withdrawing funds on this site. Currently 888 is my favorite site. It is a pity that you have such problems.
 
C

Cip15

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888 poker is the worst

Today i find out my account is Temporarily closed. I am playing poker from more then 1 year and today they decided I played enough and they closed it off :p... Lol.. I contacted everyone and no one wants to explain to me why. They tell me that I decided to close it.. Pfff..
 
D

DS3

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Sorry to hear about this fletchdad.

I have had a similar situation with one site, but they were extremely open and communicative about what was to happen and then when I detailed my situation said that they would 'suspend' my account and reactivate when my conditions changed.

It showed flexibility even though it is an odd situation where their legal department/advice seems to have been change their policies when other sites have not. I presume the changes are different in Germany as they are governmental but that still does not excuse the lack of communication or clarity.
 
belizebum

belizebum

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888 has been really good to me. In emails, withdrawals, in general, so maybe there is a problem you are not aware of?? I was kicked off of unibet, and I know exactly why. Were they right, I dont think so, but you can't argue with Big Tech.
 
fletchdad

fletchdad

Jammin................
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I also have a thread in the Poker Rooms forum. I am very unhappy with 888 as they deleted my account. But not because of any wrongdoing on my part. Apparently, it has to do with the new gambling laws in Germany, my account still existed, but my balance was at zero, meaning all my money no longer showed on my account. I contacted support and I needed to open a new account (which apparently I can only play against others in Germany on) which I don't want. So I asked to withdraw my funds. I got an email asking for my bank details, and when I sent the email, also asking if they would like a scan of my passport or other ID, and their reply was "We have deleted your account".

Bam. I have sent emails and now my emails are being returned as "undeliverable" but I am using the same email as on their website, and the ones we had up till now been communicating on.

I have just sent the email again, to 3 different support emails, and so far only one has been returned as undeliverable.

I will update as I know more. All they have to do is right by me... It shouldn't be that difficult.
 
fletchdad

fletchdad

Jammin................
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I will keep this updated. I sent the email again, this time to 3 emails addresses of support. So far only one has come back as undeliverable so maybe I will have some success this time. The emails I used are:
Support@888casino.com

Support@888.com

Support@888poker.com

A couple days ago all my emails were undeliverable. Maybe now some will get through.

I will keep this thread updated as to what is going on and when it is resolved or not.
 
FastOne

FastOne

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Thanks for the update, fletchdad.

Hopefully this will turn out to be some mistake by 888, and it will get sorted out soon.
 
ramdon p358

ramdon p358

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I also consider it to be one of the worst poker rooms. In Venezuela there are no longer methods to deposit or withdraw money in that room. In addition, tournaments have decreased their guaranteed prizes.
 
R

redmast

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I haven't liked their software for a long time. The impression is that it is written by a school-level programmer. During updates, my antivirus software isolates some of their update files. Later 888 does not work and only reinstallation helps.
 
L

Lucky_Shark

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888 poker is a great place where you can unwind with freerolls. But I'm sorry for you.
 
hugh blair

hugh blair

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You have to open a new 888 account and verify it get your money then withdraw this looks like a German government regulation nightmare to be honest fletchdad a bit of hassle but still I would do it good luck.
What type of player pool will it be and will you still have any freerolls or tickets from spins I would be interested to know the German site at 888?
 
C

Cip15

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Almost the same thing hapened to me to.. I live in Germany to, so they delete my account without let me know.. It was very bad Communication from 888 contact: "We would like to confirm that your registration at the OASIS GlüStV (online query of player status according to the State Treaty on Gambling) has been successfully completed and that you are now participating in this blocking system. You are therefore excluded from all OASIS GlüStV participating gaming providers.

We respect your decision to self-exclude and your account has also been blocked in our system. You will not receive any promotional offers from us during self-exclusion." The thing is i never ask for self-exclusion or what they are say there. I contacted the OASIS GlüStV and They say I have to wait 1 year until I can apply again to reopen my account.:mad: I will never think to play there again, They're the worst. :p
 
L

Lucky_Shark

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My friends poker players have faced this but everything was solved well.
 
S

successlaw

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There should be a reason they have banned you..just think a bit deeper
 
inox73

inox73

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the software is cool and modern the luck is the same like on stars i dont think 888 is the worst
 
KRANKES

KRANKES

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rearding support you're absolutely right. Their 72hrs rule is a farce in 2021!!! but payments are accepted immediately jajajajaja
better never have problems with 888
 
forrow10

forrow10

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I am a recreational player at 888.. Only have done a $10 deposit at start. Personaly, I ´d deeply reccomend that plataform even sometimes odds are very unusual. Certanly, I use to have some restriction at the beggining to take out my winning. After winning $1000 they block my account temporaly when trying to get the money but after some aditional documentation they free the money and enables the proccess.
I think you must insist and find out why they did that. Good Luck.
 
A

archilazy

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Today i find out my account is Temporarily closed. I am playing poker from more then 1 year and today they decided I played enough and they closed it off :p... Lol.. I contacted everyone and no one wants to explain to me why. They tell me that I decided to close it.. Pfff..

I agree support is stupid at least, but application itself is good
 
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