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

I am a, for the most part, HU limit player. I have been playing basically exclusively at Full Tilt for the last 5 months.

I've done well, climbed up the limits, and mostly for the last few months have played 30/60 and 50/100, though occasionally playing a bit higher or lower depending.

I went to bed this morning at approximately 12AM, and woke up at 7AM. I leave my computer on 'sleep' mode logged in(I use Windows Vista), which I always assumed left my account logged in, to prevent the possibility of other people logging into my account, although I guess the connection gets cut off though, which I never knew. I don't think this part is that important though.

So, I wake up, turn on the comp., and my account balance says 0.00 when I go to the cashier. I stare in bewilderment for a few moments, then close the client and reopen it, open Keypass where my password is stored, and try logging in, and get 'User ID/PW wrong.' I try using the 'forgotten password' feature, and a new password is sent to my e-mail address, but this does not let me log into my account, which gives me the same error prompt.

Right after this, I send off like 20 e-mails to FT, which none get answered for hours, so I make a new account and through observer chat, get help from a FTP pro, who sends off a message to their support.

A few hours later, I get this response:

Hello Ryan,

For your security, we have temporarily suspended your Full Tilt Poker
account while our Investigations Team performs a thorough review. Please
understand that this is a security measure meant to help protect you and
your account.

We will be contacting you via email shortly. During this time you will
be unable to log in to the Full Tilt Poker software. If we require more
time to investigate, we will notify you and keep you updated. All funds
in your account will remain dormant until our investigation is complete.

In the meantime, if you have any questions or concerns please let us
know and we will be happy to address them.

Regards,

Sean H
Security and Fraud
Full Tilt Poker


I am aware of the sillysal/beatme1 situation, having read the threads in their entirety.


A few points of interest:

The highest I've played is 200/400. I am a HUGE GAME SELECTION NIT. ANY of the HU regulars there can attest to this. I have only played this high once. The opponent was 'UboughmyBMW,' who I think I had a nice edge against, so I sat.

Unfortunately, this was at a 6 max table, I would obviously have preferred a HU table, so a few people joined. I got only about 10-20 hands against him, but played 3, 4, and even 5 handed for an additional 60 or so hands.

In total, I played about 80 or so hands of 200/400, the highest I've ever played, and I am playing 3, 4, and 5 handed when I am primarily a HU player. I make this point because it's not something a HU bot would ever do.

2. I don't keep my chat on. I asked support to take it off at least twice, because I have a bad temper at the tables. This is huge +EV for me.


I'll add in additional stuff soon, too frustrated etc., and there is another thread in BBV about this, answering things there too.

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

The problem just became solved. Nothing else necessary here. Thread can be locked. Thanks.

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

Ryanski,

Please read your PM's. Thanks.

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

Funds released back?

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

OUt of interest, what is your FT id?

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

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

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

I am in the same situation and my account has not been reopened yet. At least they could respond to my emails when I have mid 5 figures sitting in their hands. I am also a regular at 15-30 through 100-200.

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

I'm I Killa U.

They really didn't give me a reason why it was reopened, just that my 'account review' shows that everything is fine now or something.

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

And yes, all the funds are back.

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

Sounds like you must've played with someone that was either trying to chip dump\chargeback CC deposit or received a chip dump from someone. The good thing is so long as your not involved you are always cleared. Glad to hear they straightened everything out for ya.

GL

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.

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

And it's so simple to fix.
I don't care how complicated their investigative procedures are or even how short-handed they might be.
Telling somebody right-away why their acct-balance shows $0 and that there is nothing to worry about is NOT that freaking hard.

OP had originally assumed, as most people would, that he had been hacked and/or perhaps had a serious virus on his computer, etc etc.
Please please please FTP: Communicate with your player so they don't freak out. He was frantically trying to figure out how he got hacked or where the virus was before he finally was able to get a hold of someone by circumventing the e-mail system to chat with a live pro at the tables or whatever it was he had to do.

God this is just so ridiculously awful. And it should be really easy to handle this sutff better.

"We apologize for the inconvenience" doesn't excuse these actions and it actually comes off as being extremely condescending when the player was left shaking from the trauma of thinking his $83k was stolen.
And yes, I think it's reasonable to call the stress of such a situation some traumatic. And it was brought on ENTIRELY by FTP's failure to communicate. The guy was shaking. This really is scary stuff.
You need to fix this already.

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

Ryanski -

[ QUOTE ]

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


[/ QUOTE ]

Do you personally know this FTP Pro, as in you are a friend of theirs and they vouch for your integrity?

Or did you just try and get any FTP pro to escalate this matter?


If the former - how would you estimate the chances of ever seeing your money again without the help of inside influence?

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

I made this point in the other thread.
It seems like this only got resolved "quickly" because OP had a contact who had a contact to bypass normal support at FT.

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

[ QUOTE ]
Ryanski -

[ QUOTE ]

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


[/ QUOTE ]

Do you personally know this FTP Pro, as in you are a friend of theirs and they vouch for your integrity?

Or did you just try and get any FTP pro to escalate this matter?


If the former - how would you estimate the chances of ever seeing your money again without the help of inside influence?

[/ QUOTE ]


Yeah, I just tried getting any available FTP pro. There were only a few on, and it took me a few tries to get taken seriously.

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

It looks like I am going to have to go the route of finding an FTP pro to forward my emails along. It's really annoying to have 65k sitting in an account, and I have to do these silly things to get them to even respond to an email.

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

Just want to echo what others have already said here very well. FTP, please get your act together. Stop treating people like this. Its been going on way too long. How hard is it to hire a couple $15 an hour kids to fire out an email or two? Cut the rakeback by half a percent and hire a whole army of them for [censored] sake. This is our livelihood for many here. Its very disheartening to wonder if this is going to happen to me next.

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

Sounds like a clear cut case of HU collusion, imo.

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

[ QUOTE ]


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.



[/ QUOTE ]

Did you actually have money in the account you made in order chat with a pro, or is that just standard in their emails to multiple accounters?

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

Up a few posts he says that he deposited $100 so that he could sit at one of the tables and table chat with the someone so he wasn't just an observer but actually someone at the table.

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

Quick update, I finally received contact from FTP, and they asked me about my relationship with a certain player. I had never heard of the player, but looked him up in PT and realized I beat him fairly quickly (20 hands or so) at HU 30/60 for about 600 bucks. I hope this gets resolved soon.

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

Fulltlt's lack of communication in these matters
is unacceptable. Someone from Fulltilt needs to post a comment on this.

If I was one of the players this happened to I would quickly begin moving the majority of my bankroll out or I would I leave for good. Too [censored] scary!

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

You guys should try to PM FTP_Doug or whatever his name is. I think there is an FTP_Sean as well. Try searching. I might be getting the names wrong.

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

so they close your account and your balance was zero without any email from full rigged poker...wow seems like a great place to play??

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

[ QUOTE ]
Quick update, I finally received contact from FTP, and they asked me about my relationship with a certain player. I had never heard of the player, but looked him up in PT and realized I beat him fairly quickly (20 hands or so) at HU 30/60 for about 600 bucks. I hope this gets resolved soon.

[/ QUOTE ]

Well I hope they keep cracking down on all people who are winning 10 big bets heads up. Seems like a legitimate concern.

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

"so I make a new account and through observer chat, get help from a FTP pro, who sends off a message to their support."

Impressive out of the box-thinking!

Shame on Full Tilt Poker for not informing you in the first place. Apparently these guys have no heart!

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

[ QUOTE ]
Well I hope they keep cracking down on all people who are winning 10 big bets heads up. Seems like a legitimate concern.



[/ QUOTE ]

Seriously---what a thing to have running through your mind everytime you're beating up on someone at heads up high stakes. Am I winning too much? Is this guy dumping? Will my funds be frozen?

I feel sorry for the OP's everytime I read a thread like this, and it's why I only play on Stars.

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

[ QUOTE ]
The problem just became solved. Nothing else necessary here. Thread can be locked. Thanks.

[/ QUOTE ]


it can take mere hours to clear someone and reopen their account and give their money back, but it can take weeks/months to prove someone guilty and take all their funds?

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

[ QUOTE ]
[ QUOTE ]
The problem just became solved. Nothing else necessary here. Thread can be locked. Thanks.

[/ QUOTE ]


it can take mere hours to clear someone and reopen their account and give their money back, but it can take weeks/months to prove someone guilty and take all their funds?

[/ QUOTE ]
The voice of reason.

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

Once again terrible cunstomer service. I and others have posted on this issue several times before, however it's obviously not a priority as long as new customers continue to sign-up.

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

I know after reading these threads I will never play any form of heads up poker on FTP.