Fulltilt froze my account with 47 grand in it

[Johny Poker]

No problem, you can pm me, let us know if they resolve.

[MicroBob]

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If this involves a complex chain of events then 2/3 weeks to investigate is not unreasonable.

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In certain situations I can see how 2-3 wks is necessary.

But in those situations they should be able to tell you that ahead of time instead of saying "94 hours" or whatever they said and then apologizing for the delay and please be patient, etc.
Refusing to answer any e-mails on it for 4+ days at a time is inexcuseable. I really don't care if they are under-staffed or over-worked or what. For a customer keeping $47k on there they should be able to have somebody give SOME kind of an answer within an hour for EVERY single e-mail.

Of course it would be better still if they had a phone #. But I'm being practical here and it seems they just don't want to do that.
And I think responding to e-mails within an hour is realistic. Responding 4+ days later with a casual "oh...don't worry about it. just be patient. all your $47k are belongs to us anyway" is really really awful.

They seem to have very little awareness that this is cause for a major freak-out on the part of their customer...and somehow don't seem to realize that their customers need to actually have faith and trust in their site in order to be able to play and deposit there and that their lazyness to simply respond to their customer basically accomplishes the opposite effect.

My hunch is that if they had simply told their customer a LITTLE BIT of what was going on without giving away the entire investigation and also kept her updated and communicated with her she would be far less stressed about this and might not have even felt it necessary to come to the forum with this problem.

[chesterboy]

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i had decided the last time i saw one of these threads, never to play on full tilt again. This one confirms that decision.

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Do you prefer the situation at ft, or places like ub and ap where bots can run freely?

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I am pretty confident in my ability to game select, bot or no bot. The security of my funds is something that I can only control by choosing to put it somewhere safe. Any site that freezes large amounts of money with little or no explanation will not get my business.

[BanZaY]

This is really bad. Keep telling us the events that becomes.

I want to start playing on ftp but now I dont really fell confident.

[Pyrosis]

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Perhaps, we as a community can find a way to make communication a two way street. Maybe an outside unbiased auditiong company. Maybe a phone line where we could actually talk to a live person, as bouglas suggessted. This would help assuage the stress level of a person who is in this position. I'm throwing it out to you all.

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No site will ever hire a 3rd party auditing company to come in and perform investigations. This would mean that outsiders would have access and privy to very confidential information and more importantly financial information. Remember, poker sites are not regulated under the same bodies that govern other financial institutions.

There are truly some great suggestions here. A phone line for VIP, high stakes players is definitely one of them. If this were not possible, even a special email address to which inquiries are immediately escalated and dealt with would be a good idea. The bottom line is that someone with VIP status needs to have much better treatment than what OP is receiving right now. I will say it again. The customer service that OP is receiving is completely unacceptable.

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If it were that easy to get my lawyer to write a letter, I would do it in a heartbeat. As the sites are not on American soil, American lawyers have no jurisdiciton. I'm a poker player, not a law student so if I'm off base here,let me know.

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Basically what Johny Poker said above. You also have nothing to lose, except perhaps some legal fees.

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It is my understanding that I have 2 options. Either I sit and wait till the site contacts me, or I contact the Kahnawake Gaming Commission. I know nothing about the latter. For all I know , they are controlled by the sites, in which case, I'm back to square one.

Has anyone , for whatever reason, contacted the Kahnawake Gaming Commission. If so, why and what was the outcome.

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KGC is a body that supposedly governs the sites, but in reality the KGC doesn't do much. I have answered as a CS manager many KGC inquiries and never once have they ever followed up with me. As long as they receive an answer from the site within the usual 2 week period then that this all that usually matters. So really, you are back to square one.

This is one of the reasons why sites tell you to actually contact the KGC. It is a final resort to actually relieve themselves of having to constantly answer you and deal with customer service issues that go nowhere. Sometimes this deflection is justified, but really sites have an owness to take full responsibility in ensuring the player's concerns are met first before actually advising the player to go to the KGC.


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I am not big on regulation, but I do believe that from the tone of these posts that we all are ready for some kind of structure. Situations like mine are only going to increase.

While I'm not a big fan of our current administration, I know that if this situation happened on US soil, I would not be treated like I live in a 3rd world country.

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If the site has poor policies on handling customer service issues, especially like the case here then no regulation is really going to help.

In my professional opinion, I think you still need to push hard on Full Tilt and take whatever action you think is necessary to have your account reopened as soon as possible.

[LateNiteRush]

Any updates on this situation?

[Wahoo73]

Deja vu all over again?!?!

sillysal=BeatMe1?????

[sillysal]

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sillysal,

I'll touch base with the security team on your case. While I don't know the details of your situation, it's likely they are waiting on information from other sources.

This doesn't excuse you being kept in the dark though. I'll see what I can find out by tomorrow.

Sean

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hey Sean,

It is now Friday 2 weeks after FT froze my account. Can you contact me either by phone, e-mail or through 2+2. I appreciate your help in this.

Thanks

[sillysal]

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Any updates on this situation?

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nope

[MicroBob]

Dear FT,

The longer you go without even contacting this customer while she is VERY POLITELY begging you to do so regarding her $47-FREAKING-K...the more potential customers you will scare away.

For $47k being locked-up I believe this customer deserves a phone-call or three updating her on the situation.
Yeah yeah yeah...you don't normally have phone-support. But obviously your e-mail stuff is pretty darned slow and I think somebody over there can take time out of their busy schedule to keep this customer informed. Sorry if it breaks up your day and all and you really don't feel like doin git because you have better things to do like fixing your laggy software or something. And I think it's great that guys like Doug and Sean make up for some of the lack of contact with your customers by appearing on these forums every once in awhile. But people are getting kind of sick of reading of all the situations like this where the communication is practically zero.

Several months ago there was a commitment made on these forums to improve in matters such as this. Well, picking up the phone and calling your customer who is likely really freaking out about their $47-FREAKING-K would be a nice way to START to make good on such a commitment.