To be fair to OP if CS did not give an adequate answer then making this thread is 100% reasonable (especially with evidence that it happened.)

CS should have addressed this, not some guy with a forum account name "Chuckled"

Minimum wage customer service will not have the 32 bit number answer among their talking point sheets, and odds are this guy was screaming at them about house accounts with 40 million in it screwing him out of a pot and he wants his money back. I doubt if they suggested he email in his video and they will pass it on to the technical team he would have been satisfied, so it was a fairly no win spot for them.

He posted the issue here, got a quick, logical response about what it is and the guy is still steaming mad and still believes there is more to it. My interactions with Winning customer service have been inefficient in the past. They are not hostile, but they also not very bright, and I would say they are paid low and provide a base level service (which likely answers 90%+ of issues), but this was not a situation that they will ever be handled to the OP's satisfaction, and based on his emotional posts here it is not too hard to guess who was causing the "hostility" in his interaction with base level support.

Just because you read these types of posts all day doesn't mean that I fall into some category of people that you would like to assign me to in order to better help you direct your response.

I've played online for years and have never posted anything or brought up this type of concern before.

If you read each of my responses, I have made it very clear that I accepted the explanation behind the number that was displayed. A paranoid, irrational person wouldn't do that.

I also still acknowledge that there was a glitch and that the glitch happened at an inopportunte time. If it was merely coincidence, fine. But by your logic, you begin by assuming my instance was coincidence, but would lend some credence to there potentially being an issue only if other players began reporting the same issue and sequence of events.

If taking that approach makes you feel like you have some sort of intellectual highground, that's fine. But you just seem like someone who is used to approaching a certain topic with a certain mindset that looks down upon anyone who broaches the subject matter.

The subject matter is fine, and if you posted the video with a simple "Can anyone explain this?" then the thread has a completely different feel to it. You chose to make some bizarre claims and posted that your dealings with customer service were hostile (odds are because of you), so the thread reflected that tone.

As was said, some series of events likely set off the visual glitch, so it may or may not be a coincidence, but it does not appear that it had any impact on the hand and who won (as opposed to one where you could not see all your hole cards for instance, in which case I would say compensation would be fair).

Even though I don't believe this case would merit compensation, there is never an issue with asking, although you will never succeed at that if your approach is at all similar to your attitude and tone here.

Not much more to say on this, as it is resolved (and the 32 bit explanation was interesting), and how you handle things like this in the future is entirely your choice, so I will just wish you luck and will not likely open this thread again.

All the best.

Thank you for using your head and being decent instead of looking down on someone you don't know.

I got an explanation here of why the number that showed, showed. Customer service didn't explain that to me.

Further, people are associating me with every other person they've ever heard complaining of rigging like I'm firm in my accusations no matter what.

I posted this video because I didn't know why it happened, never got any explanation, and got berated by customer service for saying that a lack of explanation made me question the authenticity of the site.

If a similar situation happened to anyone else, I would understand how it would make someone feel like they've been had even if that may not have been the case.

If you ever met me in person, you wouldn't read my language the way you are in these posts. Try to keep an open mind about people you don't know.

House account with 42 million and cant even start the hand with the max buyin. What a scumbag

Since op blurred out the names and didnt blur out the hand # (lol) could somebody enter the hand number, 917205593, in the hand replayer and tell us what the "house" player's screename is? We deserve to know so we can get a piece of the 42 milly.

Id do it myself but im not home at the moment.

You could probably benefit from doing the same.

There a number of reasons people have made assumptions about you:

1) Brand new account starts a thread, jumping to some fairly strong conclusions that aren't all that well-supported.
2) The way you talk about the hand makes it sound like a really bad beat - it was a mediocre hand preflop, you were behind on the flop, ahead on the turn, and then he hit an 8-outer (I believe) on the river. Doesn't really strike me as "a miracle on the river to win the pot."
3) "way too random to just be some kind of glitch." - I have no idea how this makes sense to you. Do glitches only happen with nice even numbers? And yet, it seems that you do think it's some kind of glitch: "it seems like once the player went all in, the balance reverted back to an internal balance of some sort". Which is natural, because of course it's a glitch. The "randomness" of the number doesn't mean it can only be one kind of glitch, however.
4) When people don't see things the way you do, you assume they must be working for the site, or they're shady.
5) "I tried calling ACR and all I got was hostility over the issue, which makes me think that something isn't right even more." - quite the odd assumption. I'd think that if something shady were going on, and the CS rep knew it (seems unlikely), they'd be fawning over you, hoping to calm your fears and make you go away quietly. Regardless, hostility obviously isn't appropriate (although I'd want to see the whole conversation before drawing any conclusions), but I don't see how it supports the notion that "something isn't right".

This is the Internet - people are going to make assumptions from what you say, at least partially based on what others before have posted previously. Much in the same way that you've made assumptions about what happened on the site. That's what people do - attempt to draw conclusions based on the information they have, complete or not. No need to get upset about it.

Please read the entire thread. My opinion about the "house" account was based on the fact that I didn't know that 42,949,672.95 Actually meant something and had a rational explanation. I've acknowledged that repeatedly.

Now, if you can, imagine not knowing that information and trying to make sense of what the heck just happened. Now, in that circumstance, picture calling customer service and getting an attitude while being accused of doing something wrong yourself. That makes you question something even more if you're a thinking person.

You all can sit here and assume that I'm some massive jerk who called them up yelling and screaming with froth coming out of my mouth, but that's not at all what happened.

I think anyone who was in the same position, without extensive computer knowledge would feel cheated in some way.

Knowing what I know now, I accept that it was a glitch. My remaining issue has to do with the quality of their software, what vulnerabilities it may have, as well as an issue with customer service.

I have.

Understood; I was questioning why it mattered in the first place. I couldn't see why the number being some nonsensical bunch of digits made it any more likely to be one glitch over the other. And my point wasn't to get you to rehash or rationalize it, because I get that you've moved on - I was simply providing it as one of a few points to show why you were getting the reactions you were.

Well, it would at the very least upset most people, certainly.

I don't know if others are assuming that, but I'm not.

Cheated? No, I don't think just anyone would, even without extensive computer knowledge. But I'm sure you're not the only one who would.

Lock thread/ ban op

If it was not a glitch and infact real, he would have taken all of your monies.

OK when i get sent these threads it amuses me and also makes me wonder!!

So player in question is a reg, i wasnt sure why you would block out the name if your trying to accuse a player of being a house account... I may sound naive here but what does a house account even mean? superuser?

Without sounding rude because im not going for that at all here. If your on these forums and your using a MAC you can quite clearly see there are loads of bugs/glitches with it.

If there were super users playing 2/4 i would be a little worried and as hands go that seems pretty standard. (very inappropriate)

There is no such thing as house accounts, we do at times have to test live but i clearly tell people in chat if i am testing.

Let me clear this whole thread up.

No such thing as house accounts, clearly a visual glitch, not one player even holds anything close i would say even up to 300k.. (purely a guess), a very standard pot.

Advice is to not play on a mac if possible or if you need to then download the parallel i think its called to allow windows and re download.

I'd change major issue to non-issue and call it a day. This is totally standard in PLO. If he was going to call the turn, might as well jam.

Fold preflop.

Agreed

close thread / change OP's name to ShouldaFoldedPre

A house account with that bankroll playing at those stakes? They make far more money off of tournament/sng rake in an hour than they would grinding out tables without making it look too fake. I agree that was a little shady but... just follow that player around for a few days and see if anything else seems fishy. lol

its the matrix

Really? You have an offshore site and all prospective players who could deposit are worried about the sketchiness factor. At the very least your site is guilty of deception against US banks and having mediocre at best software. I would think this type of thread is something you guys should take somewhat serious.
I'm pretty sure he means a site operator who is taking funds from the user.
Fair enough.
Again I'm befuddled as to why a site would release a Mac version without fixing the glitches?

(I know what your answer will be) but has ACR identified this as just a client-side display glitch/been able to recreate it?

For OP and any other lurker, you should only be concerned (and not very concerned since it really doesn't affect you) if this occurred server-side: meaning through some series of events a player's account balance (that is likely declared as an unsigned integer) was somehow kicked to -1 and his/her balance displayed that large 42XXX number. In this scenario it's more than just a visual display glitch but it would be obvious on ACRs end that something is up.

More than likely though it's an issue with Mac computers (which is what I mean when I refer to the "client" in this case) and OP is running a 32bit CPU and information being sent from the ACR server to the Mac was not interpreted correctly/errored to that number. I would assume given the stakes, if other player's at the table saw the account balance as that they would have chimed in already somewhere.

If the problems are minor/only visual it's something you have to accept to a degree with any software. It's also likely ACR didn't identify all possible glitches/issues before going live to Macs which happens in 99% of software on all operating systems - until people are using it day to day you can't find and/or fix everything.

As people have already noted, any new software is going to have bugs. I greatly appreciated the release of ACR's Mac client. Otherwise I would not have been able to play on ACR on my laptop (my desktop Mac is a dual boot but I did not wish to make my laptop dual boot for various reasons). However, what frustrates me greatly is that a number of major bugs with the Mac client that I reported in the first few months after after the client was released have not been addressed. I don't need to go in depth in this thread but there have been a number of significant glitches I've encountered costing me real $ equity that afaik have not been fixed a year or more after I first reported them.

The CEO was on the official ACR twitch channel the other day saying that with the new overhaul of software the MAC software would be included.

https://www.twitch.tv/videos/154584674

Nice enough to grab the link but not nice enough to find the timestamp

This IS 2017. Who's still on 32 bit?