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Ag Awards

Pacific Poker - Complaint

Complaint Info
Disputed casino 888 Casino
Reason Missing Funds
Amount $ 1400
Posted on July 16, 2014

Here an email sent on december 24 and still no reply

Dear Supervisor,

On December 5 joined Pacific Poker and deposited $400,- and got mail payment was approved. I played for couple of hours and left with over $1400,- in my account.

Returned couple of days later and found my account temporarily blocked. Mailed couple of times with no answer, then contacted chat department and they said I would receive update shortly, which I did not get. Again contact chat with answer the request of documents (copy credit card, drivers license and copy of bill with states my address). Then I mailed the requested to operatĀ­ionĀ­[email protected]Ā­assĀ­ava.net onĀ December 8 , did not get reply, in the following days I mailed several times the documents to operatĀ­ionĀ­[email protected]Ā­assĀ­ava.net , supporĀ­[email protected]Ā­aciĀ­ficĀ­pokĀ­er.com and uploaded it at the site.

Then after 10 days????????, I got mail on December 17 that all was verified and remaining restrictions were lifted from my account, and I received a bonus of $20,- as a way of thanks I logged in on my account and found out that about $400,- was missing and my balance was $1012,-. Contacted chat again several times that day and they reviewed my account and it would be checked by a supervisor and would get update later.

I went to Paris for 5 days and returned on December 22 ,and found my balance on zero. I did get a mail on December 18 that they required documents that states my address , but at that time I was in Paris with no possibility to check mail.

Must say that in the past weeks I did mail several different bills that states my address. I did mail the requested on December 22 again with a complaint.

On December 23 got reply on mail from December 17 , that my deposit was voided and all funds retracted ,and it took a week to inform me about that??????????

If it takes a week to answer a mail ,you should have the courtesy of giving me time to reply and fix things properly, but instead you arranged things without informing me on time.

In my opinion this is theft, because my money is vanished and the people I won it from did not get their money back Pacific Poker ā€“ 888.com benefits and increases their own balance without doing much for it.

A company that big should not lower itself to do thing like this. All this is bad advertising on your be halve, I did all I can do which cannot be said of Pacific Poker.

The last two days I sent different mails but with your reply speed I expect answers in 2010. In short I joined played and found my balance which must be over $1400,- on zero in 19 days with no support what so ever.

The way you handled my case is not found in the terms and conditions of Pacific Poker. Therefore I expect you resolve this in a decent manor.


Posted on January 19, 2010

This issue was resolved on the 17th and if there is an issue we can try to expedite it more from our end. There was a problem with our emails going to junk and this player must have missed our initial emails.

Our fraud department was already in contact with the player. And this issue was solved.

We cannot discuss such things in public , only the player can discuss matters of his account with our fraud team. If the member has more issues He has to speak directly to our fraud department.

Posted on January 19, 2010


This is ridiculous, the issue was not resolved!!!!

The mail on the 17th was an automatic reply that I get an answer in 72 hours, but again no answer.

I checked junk/spam box daily and nothing in there from Pacific Poker.

I never got an answer on the mail I posted at your site.

It is strange that they say to speak directly to their fraud team, because they never reply.

Remains the fact that they confiscated over $1000,- even when I provided requested documents several times.

It is simply impossible for me to get in contact with Pacific Poker.

How convenient that they cannot discuss such things in publicā€¦ā€¦ā€¦

Posted on January 20, 2010

This is a correction on my previous reply.

I did get an email on the 17th witch I will enclose.

This mail makes it only harder to understand why they took my money.

I find it also very strange that they speak about the fraud department, I did not do fraud.



-----Oorspronkelijk bericht-----

Van: Cassava - Operations Dept. [mailt­o:o­per­ati­ons­@ca­ssa­va.n­et­] 

Verzonden: donderdag 17 december 2009 5:05

Aan: Frank xxxxxxxxx

Onderwerp: Re: [R] When you were offline (via LivePerson) (KMM32­421­096­I15­977­L0KM)

Dear Frank,

This is Ken R. from the Operations Department at Cassava Enterprises (Gibraltar) Ltd. Cassava Enterprises manage operational services for Pacific Poker.

I am contacting you with regards to your Pacific Poker account with username "di_mateo". Frank, many thanks for your recent email and the attached documents. I am happy to inform you that all the documents have now been verified and that any remaining restrictions have been lifted from your account. Your account status has also been raised, which has given you the benefit from increased deposit limits, as well as cashout limits up to $50,000 per month. I have also credited your account with a bonus of $20 as a way of thanking you for your assistance in this matter. If you require further assistance on your account, feel free to contact our Support Department at suppor­[email protected]­aci­fic­pok­er.com.

Can I take this opportunity to thank you for complying with our security checks? I hope that you can appreciate that these precautions are for the mutual benefit of both ourselves and our members.

Thank you very much for your continued patience and cooperation.

Kind regards,

Ken R.

Operations Department

Cassava Enterprises (Gibraltar) Ltd.

operat­ion­[email protected]­ass­ava.net

Posted on January 26, 2010

72 hours later and still no reply it is hopeless to get in contact with them.

They do simply ignore me,it is just a bunch of thugs,can you help me further?

Posted on February 6, 2010


I am happy to inform you that the matter is solved by now, pity that it took 6 weeks and a lot of stress.

Thank you for your help.



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