WTF? Account disabled!

[NotHappy]

So I got this suspect email a few days ago:

-----Original Message-----
From: (Cassava - Operations Department) [mailto:feedback@mailer.888poker.com]
Sent: Saturday, 27 November 2010 4:37 AM
To: xxxxxxxxxxxx
Subject: Your recent money transfer.

Dear xxxxxxx,

This is Russell M from the Operations Department at Cassava (Gibraltar) Ltd. Cassava Enterprises manage operational services for 888poker.

888poker wants to thank you for choosing us as your online poker destination, to ensure your safety and the security of our site, we need you to provide us with a few extra details about yourself so that we can secure your 888poker account.

We previously contacted you requesting that you verify your identity as registered with us. Unfortunately we have received no reply, and so your account has been closed for the time being.

In order for us to lift any restrictions on your account, I request that you send us the following documents as soon as possible:

- a scan or photo of your government issued ID, Passport or Driver's License
- a scan or photo of a recent utility bill showing your name and address
- a scan or photo of a credit card in your name that you wish to use on your account.

Please check the images before uploading, to ensure that all the details are legible.

These documents can be sent to us by you uploading them through the link:

http://www.safe-cashier.com

Please copy and paste the above address directly to your web browser. You will then be prompted to enter your username and password. Though your account is currently restricted you will be able to access the Tools option only. You will then be guided through a simple process to upload the requested documentation. The uploaded file can be scanned photocopy or photo of the original document. Many players choose to take a photo from their phone for easy access and upload. Please ensure all photos are legible.

If you have any further queries with regards to our requests please review first our Frequently Asked Questions, located on the Contact Us tab of the website. Here you will find all the information on why we routinely request documents, how it is possible to send these documents, and the type of documents that we will accept. All these questions and more are answered by typing in the relevant key words to the Frequently Asked Questions search option.

Please refrain from opening further accounts until this issue is resolved. We have implemented effective security policies, rules and technical measures to protect the financial security of our members. I would like to emphasize, that we appreciate your continued cooperation and patience.

I sincerely apologize for any inconvenience caused by this matter and I look forward to receiving the requested documentation.

Regards,
Russell M
Operations Department
Cassava (Gibraltar) Ltd.
operations@cassava.net

I was immediately suspicious, thinking it was a phishing scam just wanting all my identity details. Yes I did get a money transfer, but that was about 6 months ago! I'd never heard of these guys (Cassava), their reply email address didn't contain 888 and was a .net account and the link the wanted me to post my valuable documents to doesn't have 888 in it either. So I ignored the email.

I go to log on yesterday to play and my account is disabled! This means I can't play and therefore can't get points for the leaderboard!

I sent 888 an email via the online option and support got back to me and said:

Dear xxx,

This is Dante I from the Operations Department at Cassava (Gibraltar) Ltd. Cassava (Gibraltar) Ltd operates 888poker.
I am replying to you with regards to your 888poker account with the username "xxx".

Thank you for your email as per your query I would like to reiterate and email that was sent to you by a fellow colleague.
__________________email start_____________________________


Dear xxx,

This is Russell M from the Operations Department at Cassava (Gibraltar) Ltd. Cassava (Gibraltar) Ltd operates 888poker/Pacific Poker.

Recently we contacted you regarding our obligation to confirm your age with us after your account was credited with a Money Transfer from another player at our site.

In order for us to lift any restrictions on your account, I request that you send us the following documents as soon as possible:

- photocopy of your credit card that you wish to use (front & back)
- photocopy of your ID, Passport or Driver's License

These documents can be sent to us by you uploading them through the cashier on our site. To do this please log on and then access the cashier through the lobby and select the “Tools” option. You will then be guided through a simple process to upload the requested documentation.

Please note that to ensure the security of your documents we have implemented powerful security policies, rules and technical measures to protect the financial security of our members. However, please make sure that you block the middle 8 numbers of any credit/debit card uploaded and also block the CVV (3 digit code) on the back of such cards.

If you have any further queries with regards to our requests please review first our Frequently Asked Questions, located on the “Contact Us” tab of the website. Here you will find all the information on why we routinely request documents, how it is possible to send these documents, and the type of documents that we will accept. All these questions and more are answered by typing in the relevant key words to the Frequently Asked Questions search option.

Please refrain from opening further accounts until this issue is resolved.
We have implemented effective security policies, rules and technical measures to protect the financial security of our members. I would like to emphasize, that we appreciate your continued cooperation and patience.

I apologise for the inconvenience caused.

Regards,
Russell M.
Operations Department
Cassava (Gibraltar) Ltd.
operations@cassava.net
______________________email end______________________________
I sincerely apologize for any inconvenience caused by this matter and I look forward to receiving the requested documentation.



Kind Regards,
Dante I.
Operations Department
Cassava (Gibraltar) Ltd.

So this refers to the email I didn't get, and it refers to yet another previous communication I didn't get.

I'm certainly not comfortable sending any of my details to these guys, and don't feel I need to as I'm not even trying to withdraw money and I gave these details to my local 888 tournament director.

It turns out the persons account who transferred me the money (another 888oz player) is also disabled!

Can the local 888 guys resolve this fast without me having to send these details as I want to make sure I don't lose my leaderboard placings (or my identity!).

Not Happy!

[AceLosesKing]

A few of us have had this before.

First of all, 888pl can't really do anything. Its not like Garth can just hit up 888poker (in Gabraltar or wherever it is) and just magically make this issue go away.

You're going to have to send some form of ID. I had the same problem as you, its due to transferring money between players - I had never deposited either. Its a lot of effort to go to (have never had this with any other poker site) but in the end I sent in a document and it was cleared up.

I was first on the DreamTeam leaderboard in the final two weeks when this happened, so naturally I was freaking out. Get it done as soon as possible, the only way around it is to send some form of ID.

[madali]

I have had this happen before ( not with 888pl but another site) and I had to send in the information before I could be reinstated. Really sucks and I feel for you
With mine they were a little more blunt and if I can find the email I will post it so you can see what happened.

[Brett Kay]

So far i have had to send documents stating my identity to Neteller, Pokerstars and Fulltilt haven't got around to doing 888 yet.

Main reason is that i needed larger limits and less hassles when i am trying to withdraw or doing stuff.
Even though your first reaction is OMG phishing scam, oh noez. Take some time to stop and wonder as to what they are trying to do.

They have a player that has not deposited transferring to another player that may or may not have deposited. Now since they haven't deposited the first flag that goes up is no credit card, could be underage. If you have used a pay and play card they still don't know if you are of age or not. Following that path it is just a clear communication issue to have you prove that you are you.

The other murkier side is money laudering which i am not going to get involved in talking about. Even further down this path is collusion and a few others. Remember this has all come about because all they have from you is a name, an email address and a phone number. Since there was no reply to the first email that they sent through, because its hotmail or other free webmail address, they then might believe that it is a fake account and shut it down to stop any possible issues later down the track.

As for phishing it is mainly used to get your credit card and bank account details so that they can then be onsold to other places where they will max your cards out. However credit limits of $500 to $2k are mainly left untouched because of the difficult nature of accumulating so many of the low value items means that it is easier to get more leads. Whereas one big 10 to 25k card is easier to send to 1 fake address collect and disappear.

Google is also your best friend when it comes to identifying email addresses, typing the domain usually will result in a quick reveal of good or bad.

Friendly PSA,

Brett.

[NotHappy]

OK... But I would have thought they'd only require that stuff if you tried to do a withdrawal. Also, I gave my DOB etc details to 888PL Oz so can't they give 888 a list of users who have had the DOB verified (as that seems to be what they're looking for). Lastly, like I said, the transfer was about 6 months ago and they're only doing this now???

I'm not sure if I'll continue with 888 if I have to send my details, even though I'm not planning on withdrawing the funds.

Thanks for the replies

[madali]

Here was my email. After sending the id I needed to once again explain my association with the person who's name I have removed but who is a regular at my local venues. Funniest thing was that he was not suspended from the site which he proved to me at a cash game we were at. I had never sent this person money or received money from them, we had never used the same ip address to play a game, we were friends on face book but no one else who had him on face book and played the site had this problem. I had never transferred money to anyone from my stars account as I rarely played there and never won anything anyway.I was just really puzzled at the time and amazingly annoyed. You will need to start at the bottom to get the story in order

> Date: Tue, 2 Mar 2010 04:11:01 -0500
> From: security@pokerstars.com
> To: xxx
> Subject: RE: REL123 - Your PokerStars Account
>
> Hello Gayle
>
> Thank you for your email and the explanation you have provided.
>
> In order to reinstate your main account , we require you to
> provide a copy of the front and back of your government issued photo ID at
> your earliest convenience. An example of acceptable ID would be your driving
> license.
>
> Please scan the requested documentation and send to
> verification@pokerstars.com or fax to:
>
> Attn: PokerStars Verification Team
> 1 800 631 9050 Toll free for US & Canada
> 00 800 765 37782 Toll free for UK and Italy
> 44 1624 630899 All other countries
>
> Once your documents have been received and accepted, we will notify you
> accordingly.
>
> Kind
>
> Regards,
>
> PokerStars Verification Team
>
> More information about Security is available online at:
> http://www.pokerstars.com/poker/room/su ... urity-faq/
>
>
>
> ----- Original Message -----
> From: xxxxxxxxxxxx
> Sent: 2010/03/02 03:29:58
> To: security@pokerstars.com
> Subject: RE: REL123 - Your PokerStars Account
>
> >
> >Hi,
> >
> >Really confused by this as I dont know what the problem is. I play poker
> against xxxx xxxx at a local poker league and would consider him a friend
> through that but nothing more. I am not so great with computers and while I
> have been trying to use the scan on my printer nothing is happening except I
> am getting very frustrated. I do not have access to an international fax. I
> have active accounts with both full tilt,party poker and pacific poker and
> have never had an issue. The credit card I am trying to deposit with is in
> my name and my address with the commonwealth bank australia. I am very
> disappointed by this and do not know how it has occured as other than poker
> and facebook I have no association with xxxx.
> I would appreciate some assistance here as I have never had the problems I
> am having with Poker stars with other sights. I only stopped playing poker
> stars as I kept having issues with depositing on your site with my credit
> card while all other sites were fine. I came back today to try and play as a
> friend recommended I play the Dream Job promotion and I do not wish to be
> exempted from this due to somebody else s misdoings.
> >I do apologize if I am being blunt with this email but I have never ever
> been accused of being less than honest and I am extremely frustrated by this
> and my scanner at this time.
> >
> >Thank You,
> >
> >Gayle Andrews,
> >

> >
> >
> >> Date: Tue, 2 Mar 2010 02:52:20 -0500
> >> From: security@pokerstars.com
> >> To: xxxx
> >> Subject: REL123 - Your PokerStars Account
> >>
> >>
> >> Hello xxx,
> >>
> >> Deposit and Cashout Transactions are currently disabled in your account
> as it has come to our attention that your account is associated with a
> player with whom we have an outstanding issue.
> >>
> >> In order to assist you in clearing your account, we kindly request an
> explanation of your association to 'xxxx'.
> >>
> >> It is standard procedure to request an explanation when this type of
> situation occurs. Since we have to make sure that you are not the same
> person as the above player, we would like to ask you to email or fax us a
> clear photocopy of your driver's license, front and back, or other
> government issued photo ID.
> >>
> >> We do not mean to imply any wrongdoing, however, please understand that
> we have to make security checks routinely to make sure that PokerStars
> remains a safe and secure environment for its players.
> >>
> >> Please note that your deposit attempts will not be processed until your
> account has been cleared of this relationship. You will receive this
> automated email every time you attempt to deposit until this matter has been
> resolved. Once your account is cleared you will receive an email letting you
> know that your account has been approved for all real money transactions.
> >>
> >> You can scan your documents and email to "PokerStars Security"
> <security@pokerstars.com>. If possible, please include the code "REL123"
> somewhere in the Subject of your email.
> >>
> >> Alternatively you can fax the documents to one of the following numbers:
> >> 1800 631 9050 from the US and Canada
> >> +44 1624 630899 from any other country
> >>
> >> ***(Please include your UserID on ALL Faxes sent)
> >>
> >> If you have any further questions, please email "PokerStars Security"
> <security@pokerstars.com>
> >>
> >> Regards,
> >>
> >> PokerStars Security
> >>
> >> For more information please visit our FAQ at:
> >> http://www.pokerstars.com/poker/room/su ... urity-faq/
> >>
> >>
> >>
> >
> >_________________________________________________________________
> >Link all your email accounts and social updates with Hotmail. Find out now.
> >http://windowslive.ninemsn.com.au/oneinbox?ocid=T162MSN05A0710G

[NotHappy]

At least you could still log in and play... I can't even log in!

[Garth Kay]

Hi All,

I have had a discussion with 888 management previously in regards to the communications players receive and how it needs to be polished up and actually explain why the account has been suspended.

Unbelievable to most of you will be the fact that 888 is actually one of the more secure gaming sites with strict rules around account verification. They require all players who participate in any events/ring games that have a buy in component to prove that they are of age as well as to confirm there identity and details associated with the individual's account.

Granted that the email sent out and the directions are quite often confusing and most people are very sceptical of the email as it does not arrive from an 888 domain or for that matter nobody knows who Cassava is.

BUT

The fact remains that 888 is one of the few sites that ensures only people of 18+ years of age are participating in tournaments and ring games and their fraud department is always ensuring that no defrauding of players or the site can occur through multi accounting schemes.

Until you can verify your age and identity your account will remain suspended. I myself have had to verify my account with fraud and I am known to these individuals and some of the senior managers.

They have improved the process now though as you can upload the required documents via the cashier on the site. When you login you can go to the cashier window and select the TAB for documents uploads and from there all you need to do is scan the documents to your computer and upload them directly to 888. It took no longer than 24 hours for my account to be verified.

OK... But I would have thought they'd only require that stuff if you tried to do a withdrawal. Also, I gave my DOB etc details to 888PL Oz so can't they give 888 a list of users who have had the DOB verified (as that seems to be what they're looking for). Lastly, like I said, the transfer was about 6 months ago and they're only doing this now???

I'm not sure if I'll continue with 888 if I have to send my details, even though I'm not planning on withdrawing the funds.

The 888PL Database and the 888 database remain two seperate entities and there is very little crossover. What details you supply to 888PL could vary greatly between the details given to 888 upon registration and neither party would ever be aware of the inconsistencies. We are two seperate entities and we use the 888 client to host our home games, for us to verify DOB's for Australian residents would put their company in great risk of operating illegally; as they would be relying on a third party company to ensure that all users were of age and confirmed identity.

Even though it may be six months on from the transfer (which I find doubtful, unless you took a three to four month hiatus from 888) they still allow your account to operate for up to two weeks which gives you time to access the site and upload the required documents.

To continue playing on 888 you will need to supply these details and upload the required documents and it is not about withdrawing money but rather them allowing you to play on their site with real money if you cannot confirm you are who you say you are and that you are of a legal age.

[Brett Kay]

OK... But I would have thought they'd only require that stuff if you tried to do a withdrawal. Also, I gave my DOB etc details to 888PL Oz so can't they give 888 a list of users who have had the DOB verified (as that seems to be what they're looking for). Lastly, like I said, the transfer was about 6 months ago and they're only doing this now???

I'm not sure if I'll continue with 888 if I have to send my details, even though I'm not planning on withdrawing the funds.

Thanks for the replies

Garth is best to explain the 888pl and 888poker dynamic. Shortest version you have provided your details to 888pl full house group to participate in their poker league.

You haven't provided any details except what you have put into 888poker / Cassava Enterprises. Most online platforms have a certain threshold that once reached they will ask for details to confirm you are who you are. This is mainly to save their business from any underage or nefarious activity. They are trying to protect a multi million business.

I can't understand the reasons why people are scared of putting their details to a poker provider, they have to maintain their business and also protect against any legal ramifications that could arise.

Its the same as the banks asking for a Tax File Number when you open an account, if you don't provide it, then deposit 10k they have to file an Austrac report and you will have a lot more flak from the police because it will have been deemed suspicious.

Most phones can take semi decent photo's of those documents, if you have put it fake names and addresses into your fields you can explain the situation to 888 and they will most likely edit it for you.

If you are multi-accounting with other accounts on 888, well all i can say is you reap what you sow.

Brett

What Garth said

[NotHappy]

Like I said, I understand all of this if you want to withdraw money, but I doubt its because they want to make sure I'm 18+. If they want to make sure everyone is 18+ that means everyone from 888pl oz will need to send their credit card and license details to them and I doubt that will happen. I'm guessing its because of the transfer, but as I can't log in, I can't see when that was(but at least 3+ months, before last season or very start of it) and I can't upload my documents either so I have to revert to the "safe-cashier" link they sent. I also understand stopping multiaccounting, but this was a once off transfer of $50! I also see a lot of "similar" names in 888oz tourneys and suspect these are multiaccounts so I'm not sure how well thats working for them. I have nothing to hide, but that doesn't mean I want to give all my details away to a foreign company either. At least I read in one of the emails I can block out the middle digits of my credit card.

It would have been nice to get an email saying my account will be disabled rather than one just saying it IS disabled. Even the emails they refer to of being sent (which I didn't get) don't say it'll be disabled, only that it's been restricted. Having a popup when I logged in telling me about the issue would be good.

Like I said in my first email, being blocked out of even playing any games and not getting leaderboard points is my main gripe.