My interaction with UB "customer support"

[KSOT]

I created an account at UB a few months ago and have played about 500 hands of PLO there spread out over a lot of sessions because I table hop and site hop constantly. During some of these sessions I noticed that PAHUD wasn't automatically updating the hand history box for some reason. I figured it had probably happened in other sessions and I didn't even notice it so I should contact support and request all of my histories. The following have been our interactions since then. Each reply takes them at least a week.


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Hi can you please send me all of my Pot Limit Omaha hand histories since I created this account?

Thank you!

xxxxxx

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support@ultimatebet.com wrote:
Dear Mr. xxxxxx,

Thank you for contacting us.

Please accept our most sincere apologies for the delay in our response,
it is our number one priority to always ensure you a quick assistance;
however, we have lately experienced a very high volume of incoming
emails. This has affected our ability to assist all of our players with a
faster assistance.

If you want to review the hand history for an event you are playing,
you can go to the "Get hand history" button located at the lower right
corner of the screen. The hand history will be displayed in a pop up
window.

You can also check previous hands by changing the hand number at the
white box located at the left bottom of the pop up box. Attached you will
find a screenshot to better illustrate the procedure.

If you need us to retrieve hand histories from previous events, it will
be our pleasure to assist you. However, take into consideration that
since this information has to be manually retrieved, we send a maximum
of 500 hands per e-mail request.

Attached you will find a copy of your transaction history so you can
provide us with the exact tournament ID or table number of the game in
question. We will appreciate if you also let us know in which format you
prefer to receive your hand histories (excel or text format).

Do not hesitate to contact us if you require further assistance or
additional information.

Best regards,

Evelin
Ultimate Bet ~ Customer Support
'The Ultimate Poker Experience'
Support@UltimateBet.Com

They sent me a billion page history including all of my BJ tournaments and Ro Sham Bo (there have been LOTS of each)

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Is there any way you can filter the blackjack tournaments and RoShamBo out of that list? It would be about 20 times shorter with just my poker history.

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support@ultimatebet.com wrote:
Dear Mr. xxxxxx,

Thank you for your kind reply.

We have eliminated your BJ transaction from the records.

Now you can conveniently review the Transaction Table, and find the
tables or poker tournaments you interested the have the hand histories.

Do not hesitate to contact us if you require further assistance or
additional information.

Best regards,

Thomas
Ultimate Bet ~ Customer Support
'The Ultimate Poker Experience'
Support@UltimateBet.Com

The new list was the same one except it had large gaps everywhere the BJ tournaments had been. Almost as if they had manually searched for and deleted all of the BJ lines.

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Ok, here are the 22 sessions I need. Please send them to me in plain .txt format because I want to import them to pokertracker. Sorry for the inconvenience, I will try to save them better myself from now on.

-list of sessions-
...
...
...

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Dear Mr. xxxxxx,

Thank you for your kind reply.

As we processing these request manually, we are able to send you up to
500 hands per request up to 5 tables at the time.

At this time we send you the history of the first 5 tables on the list,
kindly note you need to send a request for every 5 tables.

We apologize for the inconvenience, but as we are overwhelmed with
other support related issues, we have to stay within these limits.

Please find attached the histories in a text file as you requested.

Do not hesitate to contact us if you require further assistance or
additional information.

Best regards,

Thomas
Ultimate Bet ~ Customer Support
'The Ultimate Poker Experience'
Support@UltimateBet.Com

They sent me gibberish that can't be imported into pokertracker. The whole thing is riddled with time stamps.

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So now I have to email them 5 more times and wait more 5 weeks to finally get under 500 hand histories? I'm about to reply now asking if they can send them in their original form, but I'm not hopeful.

How budget can a poker site be that they can't automatically request hand histories or easily filter them? How are they ever supposed to check for collusion or anything like that?