Ridiculous exchange with AP security

[Dan Druff]

From: Dan Druff
Date: 01/06/06
To: security@absolutepoker.com
Subject: withdrawal[#1744317]

I made a 6k withdrawal and sent the requested documents. Has it been
processed yet?

---
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From: <security@absolutepoker.com
To: Dan Druff
Sent: Friday, January 06, 2006 5:39 PM
Subject: RE:withdrawal [#1744317]



Dear Todd,

Thank you for choosing Absolute Poker; it is a pleasure to be of your
assistance.

This message is to inform you that we successfully received your cash
out
request of $6000.00.

We are kindly asking you to certify your Absolute Poker account and the
transactions that you have done in your Absolute Poker account by
sending
us the following documents:

1. A scan image of the front side of your Driver's license.
2. A scan image a utility bill.

The documents have been requested as part of our security procedure
stated
on our User Agreement:

http://www.absolutepoker.com/supportUserAgreement.asp

For security reasons, we are kindly asking you to remove your Social
Security Number from your Driver's License. We do not need such
sensitive
information. We only need to confirm your personal and financial
information to certify your Absolute Poker account.

These documents can be sent to our toll free fax (1-305-946-0201) or a
scan image to our address (security@absolutepoker.com).

Please note that we are unable to process your cash out until we
successfully receive the documents stated above these lines.

We value you as a player at Absolute Poker and hope to see a resolution
for this as soon as possible.

Please feel free to contact us back if you have any further questions or
comments.


Sincerely,

Ferguson
Team Absolute ~ Control Department
"Continuing to be the Best and Most Trusted"
Security@AbsolutePoker.com

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From: Dan Druff
Date: 01/06/06
To: security@absolutepoker.com
Subject: Re: RE:withdrawal [#1744317]

Thank you for repeating back what you sent 5 days ago.

Now please read my e-mail again and answer what I asked.

I did send those documents, and I want to know the status now.

Please read what I write to you in the future before insulting my
intelligence with form letters.

Thank you.

--
--

From: <security@absolutepoker.com
To: Dan Druff
Sent: Friday, January 06, 2006 6:26 PM
Subject: RE:Re: RE:withdrawal [#1744317]



Dear Todd,

Thank you for your email.


Regarding your previous message please note that we have not received any
documents.

Also be aware that we are unable to process your cash out until we
successfully receive the documents requested.


Sincerely,

Ferguson
Team Absolute ~ Control Department
"Continuing to be the Best and Most Trusted"
Security@AbsolutePoker.com

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--

From: Dan Druff
Date: 01/06/06
To: security@absolutepoker.com
Subject: Re: RE:Re: RE:withdrawal [#1744317]

Yes you did.

Check the archive of e-mails between me and your
security@absolutepoker.com
address and you will find it.

---
---

From: <security@absolutepoker.com
To: <Dan Druff
Sent: Friday, January 06, 2006 7:03 PM
Subject: RE:Re: RE:Re: RE:withdrawal [#1744317]



Dear Todd,

We checked and there is no records of your documents received.

Sincerely,

Ferguson
Team Absolute ~ Control Department
"Continuing to be the Best and Most Trusted"
Security@AbsolutePoker.com

---
---

From: Dan Druff
Date: 01/06/06
To: security@absolutepoker.com
Subject: Re: RE:Re: RE:Re: RE:withdrawal [#1744317]

You did receive them. Check the e-mail I sent on January 4th or 5th and you will find it attached. It is one of the last letters I sent in that exchange, and I mentioned that I had attached it.

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(about 2 hours pass with no response, when the other letters were responded to within 5 minutes)

From: Dan Druff
Date: 01/06/06
To: security@absolutepoker.com
Subject: Re: RE:Re: RE:Re: RE:withdrawal [#1744317]

Well? Did you find the letter I talked about? I know you guys got it
because one of you responded to it.

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(no response for 5 more hours)

Dear Customer,

Thank you for your email.

We would like inform you that our system is going through an update right now and this is why we have not been able to respond to your concern or comment. We apologize for the delay on your email. We thank you for your patience and understand. On behalf of the Security and Control department, we apologize for this inconvenience. We should be up and running within the next 2 hours.

Sincerely,

Roberto
Team Absolute ~ Control Department
"Continuing to be the Best and Most Trusted"
Security@AbsolutePoker.com

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Glad to see my $5/hand rake at the 75/150 game is going to good use in hiring competent support staff.

Don't you feel safer knowing that this crack "security" team is protecting your money?

[scrapperdog]

Haha Druff you are always pissed off at the customer support of poker sites. Lower your expectations. Expect bad customer service and lost e-mails. This kind of stuff is normal operating procedure for the vast majority of sites.

[TStoneMBD]

true. theres no reason why he should ever expect to receive his money in a timely order. hes asking for too much.

[radek]

They cashed out 5k for me in 24 hours no questions asked

[Sifmole]

[ QUOTE ]
They cashed out 5k for me in 24 hours no questions asked

[/ QUOTE ]

I have cashed out from AP numerous ( > 20 ) times for thousands and never had any issue whatsoever. I find it interesting that its always the guys who are jerks to the support staff that have the problems. Don't you?

[PartyGirlUK]

[ QUOTE ]
[ QUOTE ]
They cashed out 5k for me in 24 hours no questions asked

[/ QUOTE ]

I have cashed out from AP numerous ( > 20 ) times for thousands and never had any issue whatsoever. I find it interesting that its always the guys who are jerks to the support staff that have the problems. Don't you?

[/ QUOTE ]

Actually the recently implemented a policy whereby you need to send the pertinent doscument for all cashouts over $3k. He isn't being a jerk, he is a customer and should expect at least a basic level of customer service. In this instance he has not received it.

[StellarWind]

[ QUOTE ]
I have cashed out from AP numerous ( > 20 ) times for thousands and never had any issue whatsoever. I find it interesting that its always the guys who are jerks to the support staff that have the problems. Don't you?

[/ QUOTE ]
Are you suggesting that Absolute Poker support created this problem on purpose?

[Dan Druff]

BTW, I have cashed out many times (usually about 3-4k per cashout) from that site with no problem. Now I suddenly cash out 6k. Okay.. so what does common sense say here? This is a 75/150 player who regularly cashes out 10k or more per month. Now he is requesting a 6k cashout. Is this normal, or is it time to panic? This is just a ridiculous burden, and their bungling with what I did send them makes it even more frustrating.

They should reserve this "identity check" for times when someone makes an unusual cashout. A good example is a lower-limit grinder who works his account up to $4000 after a year, and suddenly wants to cash out $3500. That is worth checking out. My cashout being "suspicious", after about 20 successful ones in the past, is a joke.

[SinCityGuy]

This is the third time this has been reported recently, so it can't be a coincidence.

Check out the following thread:
Absolute Stonewalling on Audit

Absolute is going to shoot themselves in the foot if they keep jerking around their high volume players. This BS is ridiculous.

[Nepthu]

Of course your right but I think your life might be easier if you just try sending it a second time rather than trying to prove to support that your right. I usually expect this type of stuff from support email.