[Soul Rebel]

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We have our own experts, our own organization and also our own refund policies which covers PokerRoom.com players alone. We adhere to the rules set by the Network but we have incorporated, within our services, several routines in place to ensure that players who get caught up in matters of security are treated with extra care.

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This, in my experience, is absolutely false. I received no extra care whatsoever when my account was blocked for no reason in May. I got the same runaround that Irish got with BS emails, phone calls that accomplished nothing, and managers that always said they'd call me back and didn't. When my account was blocked, all Pokerroom wanted was documention that I actually exist. I faxed everything (at a $10 cost to me since it was international) within 48 hours, yet it took almost 4 weeks for the account to open. Their support is so bad its scary, and its the worst I've ever encountered on the internet.

Pokerroom.com, to come on here and say that you guys treat these matters professionally and carefully is completely ridiculous. You respond to emails 6 days later, your phone staff, while courteous, are completely powerless and ineffective, and many departments (ie, security) are incredibly difficult to get a hold of.

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By playing on PokerRoom.com you give us the right to suspend your account at ANY time should our systems detect anything that could be considered suspicious.

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Your policy of blocking accounts under suspicion would be fine IF you handled these matters promptly, fairly, and with good communication. Since you have proven to me that you don't, I think players are taking great and unnecessary risks playing on your site. My account was frozen pending documentation. But it took 3 weeks to unblock it?? That is absurd, incompetent, and frigtheningly inefficient. Why should I take this risk when I can go to a skin and not have to worry about my sometimes-5 figure account being frozen? Furthermore, the way this statement is worded, it looks as if Pokerroom freezes accounts immediately based on computer-generated findings, without any human analysis. That is incredibly alarming, and might partially explain why it is so difficult to get accounts re-opened. Generally, sites use computer analysis to red flag incidents for people to look at later, not to insta-block accounts. If that is what happens, I'm not surprised, but I think everyone needs to consider the huge implications of such a policy.

Other ongame skins have been great in all regards (Hollywood Poker, Hold'em Poker) but I will never play at Pokerroom again, and I would encourage all other Ongame players to use a skin and not Pokerroom.