I made a deposit a few weeks ago via bitcoin and decided i did not want to play on the site any longer. I requested a cashout via bitcoin three days ago and received an email stating the withdrawal was cancelled and my funds will be available when I have raked 10% of the deposit. Is this common practice now?

This was not a first time deposit, no bonus funds involved. I have played on ACR regularly in the past and have generated thousand of dollars in rake.

The fact that ACR is dictating when I am allowed to withdraw my money based on how much they have made in rake seems ridiculous, at the same time not surprising.

Please send me your nickname..

10% is pretty standard everywhere FWIW.

Its time/money for sites.

Below is the conversation I just had with a 'customer service rep' from ACR. Make what you will of this, but never say you were not warned. This, by the way, is over a measly $150.

Your Question: ?
Welcome to our Live Chat Department, we have an increase in contacts. Please wait and one of our operators will be with you shortly.
Welcome to our Live Chat Department. Having trouble making a deposit? Why not ask a friend? Our Player to Player transfers allows friends to send cash to one another with the click of a button. Simply press the ‘P2P Transfer’ button in the poker client cashier and follow the instructions to send funds. Transfers take just minutes to complete!
Welcome to our Live Chat Department. Having trouble making a deposit? Why not ask a friend? Our Player to Player transfers allows friends to send cash to one another with the click of a button. Simply press the ‘P2P Transfer’ button in the poker client cashier and follow the instructions to send funds. Transfers take just minutes to complete!
Welcome to our Live Chat Department. Having trouble making a deposit? Why not ask a friend? Our Player to Player transfers allows friends to send cash to one another with the click of a button. Simply press the ‘P2P Transfer’ button in the poker client cashier and follow the instructions to send funds. Transfers take just minutes to complete!
Welcome to our Live Chat Department. Having trouble making a deposit? Why not ask a friend? Our Player to Player transfers allows friends to send cash to one another with the click of a button. Simply press the ‘P2P Transfer’ button in the poker client cashier and follow the instructions to send funds. Transfers take just minutes to complete!

You are now chatting with Kevin S (Poker Solutions Agent) - ACR Support

08:12 Kevin S: Hello! Welcome to our Live Chat Department, my name is Kevin

08:12 Shane Morrison: Hello Kevin

08:12 Shane Morrison: I made a withdraw request 4 days ago using bitcoin and I have not received so much as an email as to it's status. I was under the impression bitcoin was instant. Is there any legitimate reason that my withdraw is being withheld?

08:13 Shane Morrison: Is there any good reason I haven't received an email or any correspondence at all on its status?

08:13 Kevin S:Hello! May I please have your username or registered email address, so I can locate your account and assist you better?

08:13 Shane Morrison: For instance, an email saying an attempt was made in the first place?

08:13 Shane Morrison: Why do I type information in at the beginning of the chat if you don't use it?

08:14 Shane Morrison: inaZu

08:14 Kevin S:Thank you. Please allow me a moment while I pull your account.

08:18 Shane Morrison: You've had your moment. Can we proceed?

08:19 Kevin S: Please bear with me.

08:19 Shane Morrison: I haver...for 4 ridiculous days

08:19 Shane Morrison: Now you bear with me

08:20 Kevin S:It is still pending

08:20 Shane Morrison: No ****

08:20 Shane Morrison: It took you 6 minutes to get to that point

08:20 Shane Morrison: I started the conversation with that

08:21 Shane Morrison: Why is it pending????

08:21 Kevin S: The processing time takes two business days and then just a few minutes and up to 3 business days for you to receive it

08:21 Shane Morrison: We both know that is not true. Last person told me something totally different

08:22 Shane Morrison: I asked the same day I made the withdraw and they said no more then 2 days

08:22 Shane Morrison: It is bitcoin, no bank is involved. There is no processing time

08:22 Shane Morrison: You are holding the withdraw and I want a reason

08:23 Shane Morrison: BTW, this conversation will be posted to a few poker forums....so be careful with your responses

08:24 Kevin S: Please allow me a moment while I research on this.

08:25 Shane Morrison: Please do. Call who you need to call. Take your time. But this time, make better use of it

08:27 Shane Morrison: And let me be clear; I don't just want my money at this point. I want to know precisely why it took this long

08:27 Kevin S: Is there anything else I can help you with?

08:29 Kevin S: Are you still with me?

08:29 Shane Morrison: You can help me with this

08:29 Shane Morrison: Go find out why this is taking so long

08:30 Shane Morrison: Are you people for real? You are juggling so many conversations you forgot you haven't helped me or are you just choosing to not deal with the question I asked?

08:33 Shane Morrison: Are you still with me??

08:35 Kevin S: Your question was answer above

08:35 Shane Morrison: No sir, no it wasnt

08:35 Shane Morrison: What is taking so long?

08:35 Shane Morrison: bitcoin is instant

08:35 Shane Morrison: That question has not been answered. Nor the question of where my money is?

08:36 Shane Morrison: Nothing has been answered

08:39 Shane Morrison: Are you trying to wait me out?

08:39 Shane Morrison: We have been here for 30 minutes and you haven't answered anything I asked

08:39 Shane Morrison: You haven't even tried

08:40 Kevin S: Please allow me a moment while I research on this.

08:40 Shane Morrison: No

08:40 Shane Morrison: You have had plenty of moments

08:41 Shane Morrison: I want answers...you are just trying to delay until Iget off

08:43 Shane Morrison: I am not going anywhere

08:45 Kevin S: Is there anything else I can help you with?

08:45 Shane Morrison: Are you serious? You just asked for a moment to research that and then you come back with 'is there anything else I can help you with?'

08:46 Shane Morrison: Do you think that by saying nothing people will not be able to read between the lines here?

08:47 Kevin S: The processing time takes two business days and then just a few minutes and up to 3 business days for you to receive it

08:47 Kevin S: Is there anything else I can help you with?

08:49 Shane Morrison: Why?

08:49 Shane Morrison: Why is it not iunstant?

08:49 Shane Morrison: bitcoin is instant

08:50 Shane Morrison: What is the delay? What is the processing?

08:53 Kevin S: That is the time frame

08:53 Kevin S: Is there anything else I can help you with?

08:53 Shane Morrison: That is not an answer

08:53 Shane Morrison: I guess not. You never helped to begin with

08:54 Shane Morrison: You haven't researched anything. You just go away
and come back to repeat yourself

08:55 Shane Morrison: Have a great day Kevin

08:57 Kevin S: Congratulations on your winnings!

08:57 Kevin S: Please feel free to contact us again if you have any further questions or concerns. Have a good one!

Kevin S has left the conversation.
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Lol

Just sounds like you're a dick TBH.

you just sound like a bad person

Mistreating a tier 1 support person is just wrong. There is no excuse for being a dick to another human being like that who has done nothing to harm you. Try to act like a civilized adult next time you interact with someone. It's easier to catch flies with honey than with vinegar...

--
Kahn

This. No social graces and a sense of entitlement, you come off looking like a real prick and obv don't even realize it since you posted the evidence.

Although live chat can be very frustrating at times, you were not doing yourself any favors with all the vinegar from square one.

08:57 Kevin S: Congratulations on your winnings!

08:57 Kevin S: Please feel free to contact us again if you have any further questions or concerns. Have a good one!


+1 for Kevin S on support, its like waving to the guy who just flipped you off when you cut in front of him on accident.LawLzzz Good day. As stated above @INAZU- next time show them a little respect, it goes a long way. Surely if you were acting in a mature manner they would have given you more information but unfortunately you lose... Gratz on the win Doe...

I digress. I was completely wrong. I had a bit of a rough week and I took that out on ACR and Kevin. I also allowed it to make me look like a ****ing *******. For this I apologize to ACR and most of all to Kevin. My attitude was unacceptable and that is not the person I am or want to be.

To the forums, thank you for humbling me when I needed it. Again, I apologize to anyone I offended.

OP isn't/wasn't even slightly in the wrong. He wanted a specific answer to a specific question and WPN's "customer support" completely refused to give him that all the while being in possession of *his* money.

Wtf is wrong with you people? He should of been nicer with someone in possession of *his* money that is refusing to immediately return it? What planet are you people from?

OP never spoke with customer support. Winning TD asked him for his nickname 4 minutes after he made the post. As others have stated, it's common practice on most sites to rake 10% before cashing out. We're from the planet of reading comprehension.

inaZu's question is valid, but his approach is not just slightly wrong. Their live chat support can be very frustrating at times, but he was in their face right out of the gate, he wasn't pushed over the edge by this support rep.

It's basic social strategy: When you have a problem, and someone is in a position to potentially help you with that problem, being an *** to them is not a good strategy for gaining their help. It's where the whole phrase catching more flies with honey than vinegar comes from.

It's common practice I believe because the sites incur a fee on certain deposits/withdrawals which they don't apply to their player at the time of those transactions. If the player doesn't meet certain playing requirements then the site takes a loss on that player's deposits/withdrawals. I'm not sure how that would apply with bitcoin though.

Either way, many sites will allow you to still withdrawal without fulfilling the play requirement but will instead tack on a fee for what would usually be your "free" withdrawal.

personal information- two people to talk to when in need of WPN issue. OBV #1 is WINNING_TD. down to earth and on top of his game, prob one of the best forum reps on any community. and secondly if your on live chat, I normally ask to be connected with Kobe. another very helpful person! jus for what it worth...

Based on how he speaks to site reps, I think it's safe to say inaZu is a firm believer that the doomswitch doesn't exist.

props inazu for following up with this second post.

If you tilt this hard at customer service I can't wait to find you on the tables at ACR


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