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888 - Casino Holdem AA Bonus not credited
Ruling
Found for the Player - 888 has informed us that they will not cooperate with this service to manage player complaints.
Read our 888 Review.
Player's Complaint
I was playing Casino Holdem on 888 casino,I had play for a couple of hrs an on a losing streak,On my last bet,I bet my valance,I put €125 euro on the AA Bonus bet and €18 on the ante,
My first 2 Cards was AA and another A on the Flop,3 of a Kind which should pay 7x125+my 125 bet = 1000.
When I called the screen Frooze and I thought I list connection,I didn't to replay hand and contacted Customer Support.
After 5 days I was told te following
*********
Dear [EDIT],
Thank you for contacting us. My name is [EDIT], Member Support Representative and I am happy to assist you today.
[EDIT], upon checking on this case I can see that we already had an update about this and advise as well.
However, upon checking you had an 3 of a kind but in order to win you must call to win the AA. Unfortunately you did not "call" that's why you received 36EURO only from betting on Ante only.
If you require further assistance with this or any other matter, please feel free to contact us.
Kind regards,
[EDIT]
Member Support Representative
As he stated I received €36 which would correct as the dealer did not qualify,But to receive €36,I would've called or I would have no winnings.
I hope you can assist me as I message back explaining my case with no response
4 Responses
Date – 23/07/2023
This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.
Thanks,
ThePOGG
Date – 30/07/2023
This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.
Thanks,
ThePOGG
Hi cchristiansen,
Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.
All we could suggest is contacting the operator’s ADR, eCOGRA.
Sorry we could not be of further help.
ThePOGG
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Agreement
Mercomp1 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- 888
- United Kingdom Gambling Commission
- Malta Gaming Authority
- Gibraltar Gambling Commission
- Cassava Enterprises (Gibraltar) Limited
July 18, 2023
Hi Mercomp1 - welcome to ThePOGG!
Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.
Unfortunately you’ve chosen to play with an operator who historically has refused to cooperate with this service. While we will try to contact the operator on your behalf, it is a near certainty that they will refuse to discuss this complaint.
Thanks,
ThePOGG