The player from Spain had won a 55 euro poker tournament ticket on 888 poker but was unable to use it. Despite the casino's claim of no available tournaments for that amount, the player had seen some listed. However, the casino had stopped responding to his concerns. After he submitted his complaint to us, the player reported that the casino had resolved the ticket issue. We had then marked the complaint as 'resolved' in our system.
888 Casino ES - Player unable to use winning ticket.
Amount: €55
888 Casino ES
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
12 months ago
Translation
Hello, good afternoon. First of all, I would like to notify you that I didn't find an option to select 888 poker, but I understand that you also accept complaints in this regard. I have all the documentation, emails, and screenshots that you may need concerning this issue.
I won a poker tournament ticket worth 55 euros a few days ago. However, I have been denied the opportunity to use it. Basically, they are reasoning that there are no tournaments available for that sum when there are such tournaments daily at 9 pm. As I mentioned earlier, I have all the screenshots. Having exchanged some emails initially where they suggested it was an error, they have now stopped responding to me. The last response was again that there are no tournaments for that sum when there clearly are, including one tonight that will start in an hour. I don't know the reason for this. I tried speaking to them via chat, but they also didn't provide an explanation, and the ticket is set to expire in two days. All this despite being VIP at 888 and having played the WSOPE tournament in Paris in 2013 with them. I really don't understand anything, and I have multiple screenshots of emails, tournaments, and the ticket, all time and date stamped. My last contact was about half an hour ago where they told me again that there was no tournament for that amount, which is untrue. I replied with the screenshot of the tournament starting at 9 tonight. Thanks in advance for your attention. Good afternoon 
Automatic translation:
Public
Public
11 months ago
Dear golfo94esp,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with this complaint, could you please post the casino's website link here in this thread?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
11 months ago
Translation
Good afternoon. I could send you the screenshots, since poker is accessed through an application and it does not give me the option of opening through the website, so it is impossible for me to send you a link. I would have no problem giving them my credentials so they could come in and check whatever they saw fit.
Automatic translation:
Public
Public
11 months ago
Translation
Good afternoon again. They just fixed the ticket issue. I'm sorry again for wasting your time, although I already informed you that it's just getting in touch with you and suddenly everything is fixed
Thank you very much for everything and what you said. Sorry for the inconvenience
Automatic translation:
Public
Public
11 months ago
Dear golfo94esp,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
