Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

[ QUOTE ]
Out of curiosity what did the problem end up being? And more importantly did you get your funds back?

[/ QUOTE ]

Yeah, seriously. Can we have a cliff's notes version of how this was resolved?

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

[ QUOTE ]
[ QUOTE ]
Out of curiosity what did the problem end up being? And more importantly did you get your funds back?

[/ QUOTE ]

Yeah, seriously. Can we have a cliff's notes version of how this was resolved?

[/ QUOTE ]


Here is the 2nd of 2 e-mails I received:

Hello Ryan,

Thank you for your patience and cooperation during our investigation.

We have concluded your account review and are happy to inform you that
your account has been opened, and it is now available for use.

Thank you for your understanding during this process. Security is
paramount to Full Tilt Poker and we must perform due diligence during a
review.

We value you as a player and hope you understand that our security
protocols are in place for the protection of both the site and our
players.

Please accept our apologies for the inconvenience, and thank you once
again for your patience. If there's anything else we can help you with,
please let us know.

Also, this is to inform you that the following multiple account has been
closed:

devilthatwin14

Your primary account, I_Killa_U, has been left open and you may continue
using it to play.

To ensure a level playing field, our policy only allows one Full Tilt
Poker account per player. We cannot allow you to use any account other
than your primary account. If you would like a full explanation of our
site rules, please visit our website at:
http://www.fulltiltpoker.com/siteRules.php

This closure applies to all versions of the Full Tilt Poker software
originally downloaded from any of our .COM, .NET, or .ORG websites.

Please contact us from the registered email address for your closed
account, devilthatwin14, to let us know if you would like the remaining
funds in this closed account transferred to your primary account or
withdrawn to your payment processor.

We thank you for playing at Full Tilt Poker and appreciate your
understanding.

Regards,

Sean H
Security and Fraud
Full Tilt Poker


And to answer a question that popped up in the other thread:

-no, I did not make a second account for rakeback, I already receive rakeback

I created this account today strictly to try and chat to a FT pro to try and see if they could help get my message to them quicker, deposited 100 dollars so that I could sit at a few tables if possible, player chat being easier to see than observer chat.

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

It seems like they are just doing account reviews of the higher limit HU players due to the recent bot trouble. This is a good thing for us, but keeping me in the dark while thinking my account was being hacked and not returning my emails is not the way they should go about it. I still have not received an email back and my account still won't login, but with I_Killa_U having his reopened today I guess mine should be soon now.

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

[ QUOTE ]
, but keeping me in the dark while thinking my account was being hacked and not returning my emails is not the way they should go about it.

[/ QUOTE ]


This is standard fare for Full Tilt.
Perhaps more people will now see why this policy of closing/freezing accounts and not releasing any information/making contact when they do it sucks.

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

[ QUOTE ]
[ QUOTE ]
, but keeping me in the dark while thinking my account was being hacked and not returning my emails is not the way they should go about it.

[/ QUOTE ]

This is standard fare for Full Tilt.
Perhaps more people will now see why this policy of closing/freezing accounts and not releasing any information/making contact when they do it sucks.

[/ QUOTE ]
Exactly. Here's a simple concept for FT:

When you close someone's account, for ANY reason, an email to the account holder should be AUTOMATIC, within 5 minutes of the account being closed.

This is an EXTREMELY simple thing and there is NO excuse for not doing this. Why do players have to go through the routine Ryanski and others have had to just to find out their account is closed? By not doing this, you are frustrating your customers and creating nothing but bad PR for yourselves. What's so hard to figure out about this?

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

[ QUOTE ]
[ QUOTE ]
[ QUOTE ]
, but keeping me in the dark while thinking my account was being hacked and not returning my emails is not the way they should go about it.

[/ QUOTE ]

This is standard fare for Full Tilt.
Perhaps more people will now see why this policy of closing/freezing accounts and not releasing any information/making contact when they do it sucks.

[/ QUOTE ]
Exactly. Here's a simple concept for FT:

When you close someone's account, for ANY reason, an email to the account holder should be AUTOMATIC, within 5 minutes of the account being closed.

This is an EXTREMELY simple thing and there is NO excuse for not doing this. Why do players have to go through the routine Ryanski and others have had to just to find out their account is closed? By not doing this, you are frustrating your customers and creating nothing but bad PR for yourselves. What's so hard to figure out about this?

[/ QUOTE ]

I agree. Just a simple email that says they are investigating your account and will conclude within __ days. I had a situation a while back where I logged into the same computer as someone who was spamming FTP's tables. My account was closed for weeks before I was able to receive any emails or other communication from support. I finally got an email saying my account was cleared up and "good luck." Would've been nice to know that I was accused of something in the first place.

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

ryanski - glad it worked out for you...and relatively quickly at that.

Dear FT - Please do a better job of commkunicating with your customers so you don't give them heart-attacks.
Even though you actually didn't take too long to investigate and clear the account you still handled this pretty badly.

How scared do you think somebody is when they see their account goes from $80k to $0 overnight and they are completely unable to get in touch with you?

Do a better job of communicating with your customers already....especially those in OP's situation.

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

I'm not sure that FT reads the BBV forum.

ryanski made a thread about it over there too.
Here are his first two posts. How can FT be so oblivious to their customers' feelings?



"I AM I_Killa_U, I play HU ON FULL TILT POKER, 83K WHAT is my account, I play limit, sorry this post is incoherent,

I just went to bed at 12AM, 7AM now, I wake up log in now and 0 in my account, I log in says my password doesn't work.


WTWTFWTF I'm shaking right now. "


"Godddddddddd what do I do I emailed full tilt twice now with 'EMERGENCY' in subject. "



This really isn't a joke.
This is a horrible thing to do to your customers.
If such an investigation and freezing of funds is necessary than IMMEDIATE communication about the situation should go along with it.
And I shouldn't have to be the one to tell them that.

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

Their communication is so bad that OP had to open a second account just to find out WTF was going on. [censored] that's bad.

Re: FTP has frozen my account with 83000 in it, beatme1/sillysal style
 

How can such a huge site have such a terrible support is beyond me.