Pacific Ripping Me Off - Suggestions for my next step?

[dfan]

Last Friday afternoon I received an e-mail from Security at Pacific Poker saying they were temporarily closing my account because a deposit I made didn't go through. (E-mail copied below) I had made small deposit ($80) several days prior through Citadel and knew that it should have sailed through with at least a thou to spare. So I called Citadel to see what happened. They said that the deposit didn't go through and the reason given was "acct. not found." He said that maybe I had made a typo when making the deposit. And then he referred me back to Pacific.

That made sense, so I e-mailed "Darren M" at Pacific that day (Friday) explaining everything, including the fact that I had made previous deposits from $100 to $600 without any problems. When I hadn't heard back from him on Monday, I e-mailed again. Tuesday nothing. I e-mail again this time with URGENT in the subject line. I sent yet a third e-mail yesterday practically begging them to respond. Now it is Thursday evening (a week from the original e-mail) and still nothing. Note that in their e-mail they promise a response within 48 hours. Yeah, right...

My account with $600 remains frozen and I can't get anyone there to communicate with me about it. They don't list a phone number to call. I am obviously quite irritated about all of this. So what do I do now? Suggestions?

___________________

Pacific's one, and only, e-mail to me:

"This is Darren M. from the Security Department at Cassava (Gibraltar) Ltd. Cassava (Gibraltar) Ltd operates "Pacific Poker". We have been notified that the e-check payments made by you to your casino account, was returned un-cleared by Citadel. As a result of this, we did not receive the funds for these Citadel deposits, although we credited the amount to your account in good faith that we would receive your payments.

I would like to discuss this matter with you as soon as possible. Please note that as per our security policies and procedures, I have temporarily closed your casino account. Furthermore, I am in charge of this case and in order to resolve it, I request you direct your e-mail response to myself (Darren M.) at security@cassava.net.
...
I am available Mon-Fri between the hours of 8:00am and 16:00pm Greenwich Mean Time (GMT), and will respond to your e-mail responses within 48 hours. "

[Rednax]

1-800-480-5186 (US/CAN)
0-800-032-4228 (UK)
+350-43703 (Other International)

[GatorXP]

To quote countless other threads.
"Aviod these type of situations by not playing Pacific due to poor software...service...etc."

That being said. Give em a bit they are probably working it out. They are a fairly big site and I'm sure its just a mix up, I seriously doubt they will screw ya out of the cash.

[hedxcold]

do emails usually come from them from "cassava.net" instead of pacificpoker.net or whatever?

[dfan]

Thanks for the phone numbers Rednax. I guess I was thinking only in terms of the security division which does not have any listed phones.

Anyway I called Pacific and outlined my situation. The woman who answered the phone was very pleasant (with a sexy British accent) but said that once security (casava.net) was involved she couldn't unfreeze my account. She did say she would e-mail security (even she can't contact them by phone, apparently?!) and that might help and she would note on my acct. that I had tried to resolve the matter.

So now it is back to waiting. And hoping. And ... (how did that song go?)

(Day 7 with no reply from Casava)

[dfan]

Yes, for security matters. Casava apparently is an independent (?) company that handles security for them. At least that is my impression..

[William]

Can't you see we are busy making life miserable for Empire "bitch" Poker right now?

Please take a number and wait patiently for your turn... [img]/images/graemlins/grin.gif[/img]

[dfan]

[ QUOTE ]
To quote countless other threads.
"Aviod these type of situations by not playing Pacific due to poor software...service...etc."

That being said. Give em a bit they are probably working it out. They are a fairly big site and I'm sure its just a mix up, I seriously doubt they will screw ya out of the cash.

[/ QUOTE ]

Yeah, their software sucks and their service sometimes sucks. I do like their tournaments though (at least when I'm not disconnected with AA in the final 30 of a major MTT). I also don't think they will steal my cash at the end of all this, but they sure as hell will frustrate the hell out of me and waste my time.

[M.B.E.]

You have it wrong, dfan. Cassava is the corporation that operates Pacific Poker. Just look at their home page.