Similar issue to "888 is so funny" - confusing & frustrating

    • kbwinsagain
      kbwinsagain
      Bronze
      Joined: 19.12.2009 Posts: 27
      On 26 June I received an email from 888 offering entry into AussieMania $3,000 tournament if I played 40 SnGs in the next week. I thought, "Why not?" and registered. I sent a request through their support site, asking whether there was any way to track how many I'd played to ensure meeting the requirements (I've been sick and haven't played much volume). I received no response but thought, "Oh well, if I qualify all's well and if I don't, no big deal."

      On 3 July I received a confirmation that I had qualified. Great, right? Well, the email stated that I had won a seat in the tournament starting 20 June. Hmmm, this is where my issue mirrors that within the thread, "888 is so funny." I have checked my 'Tournament Ticket' status which is empty and perused the lobby for the relevant tournament, to no avail.

      I dutifully sent off another request for an explanation via 888's support site. I've yet to receive a response and my concern is that I'll be deafened by silence once more.

      Has anyone else had the same or similar problem? I am not a complete dullard but have been known to slip up on occasion - I'm prepared to wear the dunce's cap on this one if someone could kindly make sense of this.
  • 11 replies
    • UPAY4DINNER
      UPAY4DINNER
      Bronze
      Joined: 27.09.2009 Posts: 21,926
      Hello kbwinsagain,

      Honestly the only thing to do here is keep contacting their support until you get an answer. If they have emailed you about a promotion and not only that they have emailed you to say you have qualified then you are obviously entitled to something or at least an answer.

      888 do offer live support inside the cashier during 3pm-11pm GMT+1 so maybe this is the best option for you.


      Keep us up to date with any replies you get, please.


      Kind regards,
      Gary
    • kbwinsagain
      kbwinsagain
      Bronze
      Joined: 19.12.2009 Posts: 27
      Thanks for your response, Gary; much appreciated. So far, you have outperformed 888 as I have yet to receive so much as an automated acknowledgement of my support request - as banal as they (automated responses) may be, there is some comfort in knowing that the request has arrived somewhere even if it's just sitting on a server waiting to be addressed. As it stands, I don't even know whether my words are just floating around in the ether or not. Quite the existential dilemma...........

      Anyway, thanks again, Gary - will keep you posted.
    • UPAY4DINNER
      UPAY4DINNER
      Bronze
      Joined: 27.09.2009 Posts: 21,926
      No problems, I hope you can get an answer here :)
    • kbwinsagain
      kbwinsagain
      Bronze
      Joined: 19.12.2009 Posts: 27
      I ended up sending an email to 888casino support asking them to address my initial queries. I promptly received an automated response (yay - at least it was something) and then, a day and a half later, a personal response to the specific issues.

      I won't go into all the nitty, gritty details but will paraphrase: I didn't qualify for a future tournament but had qualified for a tournament that had already occurred. They failed to acknowledge that the first email inviting me to partake in the challenge, and the second email informing me of my qualification for the tournament were both sent after the relevant event had already been run and won. And then they had the gall to suggest I pay more attention to the dates within the relevant emails. I HAD paid attention which was the reason for my query. And to make their response even more frustrating (and ironic), within their email they referred twice to July when they clearly meant June. They seem to have an issue with the passage of time.

      I have responded in detail to each of their errors, misleading statements and gall but fear the energy I am expending will be worth very little in the end.
    • UPAY4DINNER
      UPAY4DINNER
      Bronze
      Joined: 27.09.2009 Posts: 21,926
      Thanks for updating me here kbwinsagain.

      Seems like their promotional staff are having problems with dates alright :(
    • Fagin
      Fagin
      Bronze
      Joined: 06.05.2008 Posts: 544
      If you are having trouble contacting 888 try using their forum. It is linked to the "your 888" site. It has worked for me in the past. Issues can sometimes be resolved before their "so-called support" staff reply to an email.
    • kbwinsagain
      kbwinsagain
      Bronze
      Joined: 19.12.2009 Posts: 27
      Originally posted by Fagin
      If you are having trouble contacting 888 try using their forum. It is linked to the "your 888" site. It has worked for me in the past. Issues can sometimes be resolved before their "so-called support" staff reply to an email.
      Cheers! Much appreciated! This forum is more responsive than their so called "support." I'll give it a try.
    • UPAY4DINNER
      UPAY4DINNER
      Bronze
      Joined: 27.09.2009 Posts: 21,926
      Thank you Fagin and good luck again kbwinsagain. Let us know if you hear anything back ;)


      Regards,
      Gary
    • kbwinsagain
      kbwinsagain
      Bronze
      Joined: 19.12.2009 Posts: 27
      I received a detailed response to my detailed response and to summarise, as Gary said, I was indeed owed something. They apologised for the mix up and unintentional offense (telling me to pay more attention to the dates within emails) and credited my account with something worth more than I missed out on. The effort now seems worth it.

      Thanks, again, to Gary and Fagin.
    • UPAY4DINNER
      UPAY4DINNER
      Bronze
      Joined: 27.09.2009 Posts: 21,926
      That's great news kbwinsagain :)

      You won't get anything if you don't try :D

      Nice to see common sense being rewarded here. Fair play 888 :s_thumbsup:


      All the best,
      Gary
    • Fagin
      Fagin
      Bronze
      Joined: 06.05.2008 Posts: 544
      Good to find that you managed to get it resolved.

      Good luck at the tables.