Fulltilt froze my account with 47 grand in it

[FTPSean]

2+2ers,

While I prefer to keep my comments on individual cases to PMs, I'd like to address some of the issues in this thread.

Until an investigation is complete, unfortunately, we cannot release any information about the case to anyone, not even the players involved. If we disclose details of a case before it is complete, we may be jeopardizing future progress or developments in the case. In the long run, keeping the information confidential protects the innocent players involved and protects our players by allowing us to gather “untainted” information in regards to our investigation.

The time it takes us to complete an investigation really depends on how long it takes to receive the information required from other parties, such as credit card companies, payment processors and other players. While we send frequent reminders to anyone we are waiting on, they may take a few days to respond which delays the investigation. Furthermore, a non-response from other players involved is information in and of itself, but it can take a number of days to determine a non-response. Basically, the turnaround time of an investigation can also be affected by those involved.

Having said that, I agree that we should meet any specific time frames that are communicated.

sillysal, I'm sorry that you were not initially contacted within the time you were told. I want you to know that we have since stressed the importance of communicating proper information to our players, and to not just tell them something to appease them. While we couldn’t always provide you with new information on your case, our records show that we replied to all of your emails within 24 hours (except for duplicate emails). Even when we couldn’t say anything that you hadn’t already heard, we always answered your emails with as much detail as we could give. We will always contact you as soon as we have any new information, which is why we have asked you to avoid asking the same questions over again.

I realize that you have a large amount of funds in your account, and I am truly sorry that you cannot access these funds right now. Unfortunately, prior evidence has shown that a player’s tenure and account balance do not correlate to the findings of an investigation. While we do make an effort to prioritize high profile cases, we also work to resolve all investigations as quickly as possible.

I do want to reiterate that we do not take account suspensions and investigations lightly. We realize the importance of freezing a player’s bankroll, and do not take that course of action without reasonable cause.

Sean