FTP Answers 2/23
 

For reference, previous answers thread:
http://forumserver.twoplustwo.com/sh...Number=9284618

1. Since my check withdrawal is still within the 2 month time frame you quoted, even though I consider it unconscionably late, do I NOT get the free express delivery? What do you consider "delayed"?

- I'm fairly certain any check that was requested prior to this week that still hasn't been processed is considered delayed. I'm told that everyone still waiting on a check will be receiving an email soon that should hopefully answer any remaining questions.

2. On this note, could you add a time bank system similar to the one stars has?

- Yep, same project as the disconnect timebank. As I understand it, the player will be required to manually request the extra time (push a button) to activate.

3. when i click on the mac-beta DL i just get a page on computer garble. no DL

Were you trying to download from a PC?

4. Will there be an express delivery option for all checks? Understandably there will be a fee, but the big turn off is the 25-30 days.

- Yes, once everything is set up next week, there will be new check policies in place, almost certainly including an option for express delivery.

5. thanks for the update... I know it's been addressed before.. but never really answered in full... rakeback for those who signed up without it a while ago? In other words... any progress on what you had in the works?

- There has been progress, actually. I don't have any details, but I believe we'll begin experimenting with various ideas in March.

6. Also, new sng's (rebuy sng's? 3.30's <regs, turbos, PLO, etc)? and maybe another turbo level inbetween the 12's and 24's?

- We're always looking to expand our sng offerings, but not at the expense of what we already offer. I'll see what we can squeeze in there.

7. As I asked last time can you improve your interface for the cashout page?

- We're about to change the page to be more easily customizable. I definitely like the idea of being able to choose which withdrawal method you'd like to use without having to go to support first. I'll pass along the fact that there's a lot of demand for this and hopefully we can get something going.

8. How come on the SNG filters theres no filter choice for 6man vs 9man, and also no choice for turbo vs regular speed? is this easily addable?

- I'll ask.

9. Is it true, as rumored in another thread on NVG, that FullTilt pros are allowed to buy-in to a restricted buy no limit game for any amount of money?

- Not true. I saw that thread, and Mark did nothing that any other player couldn't do. Which isn't to say it wasn't annoying.

10. im already a ppa member, but i would like to donate and take advantage of your bonus. but your promotion is unclear as to how existing members would get credited. should i just donate, and then email you guys, and you will confirm with ppa that i donated?

I asked for clarification on this myself. Turns out that you just follow our links, and "re-signup". When you do this, the PPA will consolidate the two donations (your old one and the new one through FTP). As it stands, if you "upgrade" from the $20 donation to the $40 donation, you're actually paying an additional $40, not just the $20 difference. Kind of annoying, but at least you're getting a bonus for it.

11. How long do I have to clear my PPA bonus? I can't find that anywhere.

62 days.

12. I am now one of the players who is randomly disconnected mid-hand, and is out a decent chunk of money as a result (because FT does not offer disconnect protection).

- The addition of the disconnect timebank mentioned in the previous answers thread should alleviate the negative result of the problem (losing out on pots because of a disconnect). I'd rather nobody ever disconnected, but this should at least make it less costly.

13. Is there a specific byte in my luvrhino.dat file (or in the Windows Registry) that I can change to restore the Announcements pop-up?

- No, we've disabled the automatic popping up of the announcement window. In the future it's only going to pop up when there is actually something to announce.

14. Why does the FTP company treat its customers so poorly?

- I disagree with this, but I'm sorry you feel that we do.

15. There are generally several things Doug mentions in each new post, things that will be worked on that are never mentioned again.

- I tend to answer the most current questions, but I also don't feel like I answer questions and forget about them. Do you have specific questions in mind? For reference, this was my response about the "two people from the same IP sitting at the same table" question:

"I can say that the same IP blocking will probably be the first thing you see in this area, but it's far from the last word on the matter."

I gave no timeline (because I didn't have one) and stand by what I said. Nothing further has been mentioned on this issue because there haven't been any updates.

16. I have never heard of anyone receiving a refund from being the victim of collusion or anyone being caught colluding at tilt like i have at stars and even party. Someone please correct me if i'm wrong

- Okay, you're wrong. There's at least 3 fairly recent posts detailing exactly this.

17. Any plans for new items in the store soon?

- I haven't heard anything recently. I'll look into it. I have heard recently that a number of Iron Man specific gear will be added to the Iron Man store shortly.

18. FTPDoug where are you now?

- You just totally blew my mind.

19. will you be addressing the multiple reports of people getting their accounts drained and ftp not doing much to insure the safety of this?

- I feel terrible for the people that have had their accounts compromised and lost money because of it. I've personally done everything I could to help when I've been able. We have a number of projects coming up that will address some of the issues, but as always, the security of your account is almost entirely dependant on you. There have been a number of helpful threads on this subject, and I highly recommend everyone follow some of these very basic (and some not so basic) security measures when dealing with any online account with money in it.

20. Also..are more payment processors gonna be coming anytime soon? I was just wondering before I commit to MyWebATM or epassporte.

- Most definitely. We have one or two that we hope to launch by the end of March, and are constantly looking to add more. I'd like to point out that you don't have to "commit" to a payment processor. It's pretty easy to start using one, and then if another comes along that suits you better, switch to that one.

21. Apparently the free express mail thing isn't known throughout the support staff. And maybe Doug knows more, but I hate not hearing the same thing from someone else inside FT.

- Yeah, sometimes I know stuff a little before support does (or before the information gets fully dissipated throughout the support staff) and this was one of those times. Sorry for the confusion, but it should all be cleared up now.

22. For over a month, we've been hearing about how the new check processor will be up "in about a week." You have lost all credibility.

- I will strive to regain some credibility. To be fair, as far as I know only once did anyone say a new check processor would be up "in about a week" and the person saying it was me. I mentioned that fact in the last answers thread, and apologized for the bad information. It was true when I said it, but sometimes things don't work out. This time, I'm not asking anyone to believe it before they see it, but I'm pretty confident they'll be seeing it "in about a week."

Doug

Re: FTP Answers 2/23
 

Doug is getting so these are almost daily FTP info updates, should he have his own forum?

Re: FTP Answers 2/23
 

[ QUOTE ]
- I will strive to regain some credibility.

[/ QUOTE ]

I look forward to it. Thanks for doing another "answers" so quickly.

So, ah, is MyWebATM becoming the elephant in the room that no one will talk about? Are they as big a disappointment to FTP as they are to your customers? What's going on?

Please address the MyWebATM situation.

Re: FTP Answers 2/23
 

Thanks for all the information. I'll get back to playing as soon as support figures out how to get the PPA bonus to show up in my account.

Is there any possibility of eliminating the break in SNGs? It usually comes when the table is shorthanded and the tournament is almost over anyway. It's more of an annoyance than a benefit. I get tired of waiting for my opponents to "pack a bowl" or "take a whiz" when they could wait five minutes and do it when the tournament is over.

Is it possible to add "time to next level" to the tournament table screen, rather than just having it in the lobby?

Re: FTP Answers 2/23
 

[ QUOTE ]
Is there any possibility of eliminating the break in SNGs?

[/ QUOTE ]

Isn't that what the "I'm ready" button does already?

Re: FTP Answers 2/23
 

You keep saying "Next week" with regard to checks. This is why everyone is mad.

Stop saying it when it's obviously not true.

Re: FTP Answers 2/23
 

Also, there is a rumor that ePassporte is dropping gambling sites.

Could you confirm that FTP has not recieved any correspondence from ePassort regarding this, and that all the proverbial systems are go.

Thanks.

Re: FTP Answers 2/23
 

[ QUOTE ]
You keep saying "Next week" with regard to checks. This is why everyone is mad.

Stop saying it when it's obviously not true.

[/ QUOTE ]
To get possibly over-defensive about this: I don't keep saying "next week." I said it once on 1/31 and once yesterday. The first time I said it I said "I'm hoping we'll have good news on that front within a week." Clearly, that hope didn't pan out. This time, I'm saying "It's as close to a sure thing as we can get that the vast, vast majority of players with a pending check will be getting it by the end of next week."

I definitely understand everyone's frustration, and I can't apologize enough for the delays, but I'm not going around saying stuff over and over that's "obviously not true."

Doug

Re: FTP Answers 2/23
 

it was my initial impression a month ago that full tilt, for whatever reason, was stalling for time with regards to withdraws. nothing that has happened since has changed my initial impression.

they stated cashout by check was availible with a 25-35 business day wait, with "Checks take 5 business days to process prior to shipment." and the rest due to mail delivery time. (a stall, imho, if you can mail a check, you can mail it first class in a reasonable time). Then, as that wait time drew near, people got emails stating the checks were in fact never mailed, but they got a $26 token.

Doug is now saying checks will be availible soon or next week, basicly, it's gone from "checks in the mail" to "soon".

the other withdraw options, epassport and mywebatm, have long set up times for withdraw and small limits, so it's a small amount of money actually leaving full tilt, at a controlled rate.

pokerstars states this:

"Is my money safe at PokerStars?
Your money is completely secure. All player funds are kept in a segregated account at a leading European bank. Regardless of any developments, your money is safe and accessible at any time."

and though they have had the same struggles with processers etc. they have continued with cashouts as quickly as possible.

full tilt states in several places that we can "be assured that all funds are safe and secure and availible" but don't get spacific ever about their handling of player funds. They have also been in a stall for over a month.

I like full tilt and hope they resolve this mess, but we aren't stupid. A stall is a stall.

Lets face it, if stars can fix the same problems in days that doug at full tilt says "we've been actively working on solving the check issue ever since it started" and can state nothing for sure after 5 weeks, full tilt is either incredibly incompetent or stalling. I don't think full tilt or doug is incompitent.

I hope they really do resolve this all next week, and I would love if doug replied to this stating an exact officail full tilt policy regarding the handling of player funds, and assuring me they are "safe and secure" in a trust account somewhere.

I just don't have alot of faith anymore.

Re: FTP Answers 2/23
 

in regards to #3 for those having trouble, when downloading the mac beta, right-click/control-click the link and choose "save target as"

Re: FTP Answers 2/23
 

FTP Doug,
Can you clear your PM Inbox, PM me your email, or email me at z32fanatic@sngicons.com I have a specific question to ask you about FTP marketing and other stuff.

Thanks,
z32fanatic

Re: FTP Answers 2/23
 

I am trying to take out a significant amount of money and support keeps telling me to use epassporte which has a $500 withdrawal max to my knowledge and charges like 8% to get to my bank account. I have emailed back and fourth 4 times now and received the same form letter three times and the one time I asked to speak to a manager I never heard back, whats the deal?
~J

Re: FTP Answers 2/23
 

[ QUOTE ]
[ QUOTE ]
Is there any possibility of eliminating the break in SNGs?

[/ QUOTE ]

Isn't that what the "I'm ready" button does already?

[/ QUOTE ]

It sucks when one guy decides he needs the whole 5-minute break when the tournament's going to be over in less than five minutes if he just plays. Meanwhile, the rest of us have already hit our "I'm Ready" buttons and have no idea when things are going to start back up again.

Re: FTP Answers 2/23
 

[ QUOTE ]
Thanks for all the information. I'll get back to playing as soon as support figures out how to get the PPA bonus to show up in my account.

Is there any possibility of eliminating the break in SNGs? It usually comes when the table is shorthanded and the tournament is almost over anyway. It's more of an annoyance than a benefit. I get tired of waiting for my opponents to "pack a bowl" or "take a whiz" when they could wait five minutes and do it when the tournament is over.

Is it possible to add "time to next level" to the tournament table screen, rather than just having it in the lobby?

[/ QUOTE ]

i don't like this idea

Re: FTP Answers 2/23
 

Thanks for all of the inputs. One item from a previous Q&A: will we see $T anytime soon?

Re: FTP Answers 2/23
 

Doug could you or someone direct me to the three specific threads dealing with collusion at full tilt recently (or anytime). I'm not talking about chip dumping or account fraud. I've read all those threads. Somehow I've missed these three threads Doug is referring to.
Despite my tone, I do appreciate you addressing our concerns even when you have nothing new to offer.

Re: FTP Answers 2/23
 

Is this new ...

Thank you for contacting Full Tilt Poker.

This is an auto-generated message to confirm that we have received your
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possible.

Full Tilt Poker is committed to continuing our services to all players
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*Please note, this is an auto-generated email and no response is
necessary.

Re: FTP Answers 2/23
 

Been goin on for a few weeks BigBiceps.

Thanks for the timely answers Doug. It was nice having quick responses.

Re: FTP Answers 2/23
 

[ QUOTE ]

14. Why does the FTP company treat its customers so poorly?

- I disagree with this, but I'm sorry you feel that we do.

Doug

[/ QUOTE ]

OK, let me rephrase - by filling in the context that you have omitted.

FTP has a long and continuing record of failure to communicate with customers in an open, honest, and timely manner. Week by week, month by month, the incidents continue to appear in these forums. Nothing changes, except perhaps the issue du jour.

To me (and surely, to many others), this appears to be a solid indication that the company does not respect its customers. I personally have chosen to withhold my business from companies that fail to deliver a minimum level of what I feel are bedrock principles of corporate decency. Even in a restricted market such as online poker, I will only drop so far.

I believe that you understand exactly what I'm talking about. Will you now address the issue forthrightly?

Re: FTP Answers 2/23
 

[ QUOTE ]
Doug could you or someone direct me to the three specific threads dealing with collusion at full tilt recently (or anytime). I'm not talking about chip dumping or account fraud. I've read all those threads. Somehow I've missed these three threads Doug is referring to.


[/ QUOTE ]

Yeah, I think I missed all three of these threads about people getting credit in their accounts when colluders are caught. Can anyone show me one of these?

Re: FTP Answers 2/23
 

[ QUOTE ]
[ QUOTE ]

14. Why does the FTP company treat its customers so poorly?

- I disagree with this, but I'm sorry you feel that we do.

Doug

[/ QUOTE ]

OK, let me rephrase - by filling in the context that you have omitted.

FTP has a long and continuing record of failure to communicate with customers in an open, honest, and timely manner. Week by week, month by month, the incidents continue to appear in these forums. Nothing changes, except perhaps the issue du jour.

To me (and surely, to many others), this appears to be a solid indication that the company does not respect its customers. I personally have chosen to withhold my business from companies that fail to deliver a minimum level of what I feel are bedrock principles of corporate decency. Even in a restricted market such as online poker, I will only drop so far.

I believe that you understand exactly what I'm talking about. Will you now address the issue forthrightly?

[/ QUOTE ]
Dude, you got leveled. Read the reply. "I disagree with this, but I'm sorry you feel that we do." FTP feeds you BS all day, so if you 'feel' that you are mistreated, it must be all YOUR fault. Obviously, any feeling of mistreatment must be the fault of the stupid customer.

Re: FTP Answers 2/23
 

I posted the last two threads (and several others added that it was also a concern of theirs as well). I know it is secondary to the main issue of payment processors but it would help if you could address it as well. Thanks.

Hi Doug,
As I asked last time can you improve your interface for the cashout page? It is disconcerting to see that withdrawels will go back to the source of the deposit when my deposits were made with Neteller. It would be very helpful if the first screen the user sees when he requests a cashout is a list of available options for the cashout which he could then click on to choose. It would also be helpful if you could get a cashout by check through that interface instead of having to email support. Thanks.

Re: FTP Answers 2/23
 

[ QUOTE ]
[ QUOTE ]
[ QUOTE ]

14. Why does the FTP company treat its customers so poorly?

- I disagree with this, but I'm sorry you feel that we do.

Doug

[/ QUOTE ]

OK, let me rephrase - by filling in the context that you have omitted.

FTP has a long and continuing record of failure to communicate with customers in an open, honest, and timely manner. Week by week, month by month, the incidents continue to appear in these forums. Nothing changes, except perhaps the issue du jour.

To me (and surely, to many others), this appears to be a solid indication that the company does not respect its customers. I personally have chosen to withhold my business from companies that fail to deliver a minimum level of what I feel are bedrock principles of corporate decency. Even in a restricted market such as online poker, I will only drop so far.

I believe that you understand exactly what I'm talking about. Will you now address the issue forthrightly?

[/ QUOTE ]
Dude, you got leveled. Read the reply. "I disagree with this, but I'm sorry you feel that we do." FTP feeds you BS all day, so if you 'feel' that you are mistreated, it must be all YOUR fault. Obviously, any feeling of mistreatment must be the fault of the stupid customer.

[/ QUOTE ]

I hear you. They choose to disregard the executive summary of what's wrong with their company. In a healthier business climate, the lesson would be brought home quickly and painfully. Under present conditions, they'll need to wait awhile before it becomes obvious, even to them. By then, it will be too late.

Re: FTP Answers 2/23
 

Thanks for keeping us updated Doug. Your posts are very much appreciated.

Re: FTP Answers 2/23
 

Doug,
Thanks for the quick reply on the timebank thing.

Please look into this http://forumserver.twoplustwo.com/showfl...=0#Post9306942.

Re: FTP Answers 2/23
 

In regards to the rakeback situation...I had clicked a link through an affiliate and ended up not getting rakeback through them. Unfortunately, I am now f'd in regards to getting rakeback. As a result, 99% of my play is now on Stars (I occasionally will play on FTP for variety). With resizable tables pretty much integrated into the software, I could be easily swayed back with a RB plan.

Re: FTP Answers 2/23
 

[ QUOTE ]
[ QUOTE ]

14. Why does the FTP company treat its customers so poorly?

- I disagree with this, but I'm sorry you feel that we do.

Doug

[/ QUOTE ]

OK, let me rephrase - by filling in the context that you have omitted.

FTP has a long and continuing record of failure to communicate with customers in an open, honest, and timely manner. Week by week, month by month, the incidents continue to appear in these forums. Nothing changes, except perhaps the issue du jour.

To me (and surely, to many others), this appears to be a solid indication that the company does not respect its customers. I personally have chosen to withhold my business from companies that fail to deliver a minimum level of what I feel are bedrock principles of corporate decency. Even in a restricted market such as online poker, I will only drop so far.

I believe that you understand exactly what I'm talking about. Will you now address the issue forthrightly?

[/ QUOTE ]

You're nuts.

Their customer service could be better. The way they handle ethics investigations could be better. There's no question there's things they could improve but they are one of the top three or four sites in coming here and interacting with their customers.

Re: FTP Answers 2/23
 

Is there anyway to be able to have the option to show cards on just one table and not all of them? Do any sites have that option?

If I'm playing one tourney and a bunch of other little games this would be a nice feature.

Re: FTP Answers 2/23
 

[ QUOTE ]
[ QUOTE ]
[ QUOTE ]

14. Why does the FTP company treat its customers so poorly?

- I disagree with this, but I'm sorry you feel that we do.

Doug

[/ QUOTE ]

OK, let me rephrase - by filling in the context that you have omitted.

FTP has a long and continuing record of failure to communicate with customers in an open, honest, and timely manner. Week by week, month by month, the incidents continue to appear in these forums. Nothing changes, except perhaps the issue du jour.

To me (and surely, to many others), this appears to be a solid indication that the company does not respect its customers. I personally have chosen to withhold my business from companies that fail to deliver a minimum level of what I feel are bedrock principles of corporate decency. Even in a restricted market such as online poker, I will only drop so far.

I believe that you understand exactly what I'm talking about. Will you now address the issue forthrightly?

[/ QUOTE ]

You're nuts.

[/ QUOTE ]

OK, please do tell.

[ QUOTE ]

Their customer service could be better. The way they handle ethics investigations could be better. There's no question there's things they could improve but they are one of the top three or four sites in coming here and interacting with their customers.

[/ QUOTE ]

Gee, it seems like you're arguing my point ... who's nuts?

I think every customer deserves respect and competent support - not just those who are lucky enough to find 2+2, join 2+2, and then (unfortunately) encounter and post an interesting enough case to attract the attention of Doug or his more sedentary colleague (FTPTom, was it?). The 2+2ers are not necessarily typical customers; most folks quickly get the message, and they will leave to go where they are wanted.

Re: FTP Answers 2/23
 

How about just one thread of someone getting caught colluding and something being done about it much less funds being returned.

Re: FTP Answers 2/23
 

[ QUOTE ]
Gee, it seems like you're arguing my point ... who's nuts?

[/ QUOTE ]

You. There are what, four sites that have reached out to the poker community here, Stars, WPEX, TruePoker, and Stars. Doug is here on a fairly regular basis responding to issues in what I assume is the best way he can.

You have a bug up your butt about something that happened with them and that's unfortunate and they should improve some things but that doesn't mean they are being as disingenuous and disrespectful as you say.

Re: FTP Answers 2/23
 

Doug, thank you for the quick replies. In regards to the express checks sent out next week for free, I had just recently (in the last 48 hours) cancelled that check that I had been waiting on for weeks because I felt I was being jerked around and had no choice but to jump through all of the hoops of epassporte and mywebatm. I'd still rather have the check sent to me, express mail, free of charge. Can I still get that done? The last email I sent to support said otherwise. Am I out of luck now? Thank you

Re: FTP Answers 2/23
 

How about bounty tournys. Third time no response. Are you guys at least looking into this.

Re: FTP Answers 2/23
 

Is Full Tilt ever going to add a phone number or online chat for customer service?

Re: FTP Answers 2/23
 

[ QUOTE ]
How about bounty tournys. Third time no response. Are you guys at least looking into this.

[/ QUOTE ]

There are bounties on all FTP "pros". This is plenty imo.

I'd like to see better satellites. While there are a ton to choose from, 99% of them get just enough players so there is no overlay and only the winner gets paid.

I love when more than 1 person gets paid:

$6+.60 2 table satellite SNG, it pays 4-$26 seats & $4
$24+2 2 table satellite SNG, it pays 5-$75 seats & $57

However, while there are PLENTY of 24+2 and 69+5 MTT's, why does it jump to 150+13? I can't use 2-$75 chips for those, there are no $163 chips, why not make those MTT's $140+10 or something?

Re: FTP Answers 2/23
 

[ QUOTE ]
I posted the last two threads (and several others added that it was also a concern of theirs as well). I know it is secondary to the main issue of payment processors but it would help if you could address it as well. Thanks.

Hi Doug,
As I asked last time can you improve your interface for the cashout page? It is disconcerting to see that withdrawels will go back to the source of the deposit when my deposits were made with Neteller. It would be very helpful if the first screen the user sees when he requests a cashout is a list of available options for the cashout which he could then click on to choose. It would also be helpful if you could get a cashout by check through that interface instead of having to email support. Thanks.

[/ QUOTE ]

He did respond to this. Read #7.

I think yall are being too hard on Full Tilt. At least they didn't pull out on you like Party and others did. They're trying here. Give them some credit and be easy, not so uptight about every little issue. There will always be some sort of problem; it won't be perfect to everyone.


I think we should add tourney dollars. It would be nice to save up for the big tournies if you can't afford it out of your bankroll. Also..how about a show only 1 card feature?

Re: FTP Answers 2/23
 

Like many others, I can't sign up for MyWebATM and thus can't withdraw any money from FTP. It doesn't matter how much I like your site, if I can't get money out, I can't play there. Its somewhat amazing to me that Full Tilt would pick a payment processor incapable of handling its customer base when both parties knew almost exactly what to expect at the time of the announcement (in terms of necessary CS and general infrastructure).

Re: FTP Answers 2/23
 

Doug, is FT going to be picking up the fees for depositing and withdrawing through epassporte and mywebatm? It's easy enough to credit the poker account for the known fee for each service. With the amount of rake you guys are making, I don't think this is to much to ask for or to expect. Thanks for listening.

Re: FTP Answers 2/23
 

doug you crack me up. no i was not trying to DL the new mac-beta from a PC. thanks for asking, that is great trouble shooting. so i guess no one else has had that problem?

Re: FTP Answers 2/23
 

"He did respond to this. Read #7."

Thanks. Just missed it. And thanks for the reply, Doug.