Long story short, I requested a self exclusion from ACR of 120 days, it was granted after providing info.

A few days later I changed my mind, and requested to be able to play again.
After sending in some info it was granted.

I promptly lost around 1400$, this is why i requested as I needed some time away from poker, but was finding it difficult. (in fact im playing a $10 freeroll right now)


Wondering if it is normal policy to allow a players to play again after a self exclusion request, and what their actual policy is on this. It vaguely mentions it in t&c


15. RESPONSIBLE GAMING: If You believe that You have a gaming problem notify ACR by email or through the in-game live Host, if provided. ACR policy does not provide you with an option to self-set or change deposit limits at your discretion; rather your identity will be confirmed, and your account will be closed for real money gaming activity. ACR reserves the absolute right to itself review or use third party verification to review player activity in the Games or as reported by other gaming operators to profile and remove players access in its sole discretion.


Yes. I have the associated emails.

Im just wondering your guys thoughts on this, and if I have any reason or right to request some kind of arrangement in this situation.

Flame on

its normal i tried to self exclude from casino and they said okay then later on that month i was able to play again without even sending in a email.

well im just wondering; ACR isn't some sketch online casino, I just assumed they'd be a little more ethical. I'm not really upset, or accusatory here. Just wondering if there is anything ACR has to say about it, and a confirmation of their actual policy for future reference. Its weird to grant the exclusion and then lift it, kinda defeats the purpose. And I asked for the lift like 3 days later and it was granted immediately. Sometimes I need a self enforced break, just my nature. I used to play stars/tilt a while back and could always count on them to never lift a self exclude. Once it was granted I assumed same for ACR, but being the guy I am I had to ask, was curious...

post the all the emails to and from ACR about this. If you used the words self exclusion and wanted 120 days, then its pretty terrible that they reopened your account. If you said something other than SE, that didnt indicate SE, then they are fine

edit: I was remembered incorrectly, requested 90 days, not 120

and the reopen




edit: total amount charged after exclusion request was actually $1706.00 (minus fees)

delete those pics, re-upload with ur email address blacked out (if you want)

what email did you send them asking to reopen on the 8th/9th?

too late to edit email, but i have a strong passwords and two step auth on email, should be ok, thank you though.

was that ALL of the emails you sent and received? you mentioned having to provide info - was this over email or in the client itself?

there is one more email, in which i provided all my account info, i can post it blacked out, but all it really has is my personal details.

edit: I will post all getting together now

these are all the emails sent and received between us, everything was done via email except i asked in chat whether they provided self exclusion and was told yes, then i sent emails requesting it as I was told self exclusion is not possible to be done in chat.

thanks and sigh, this is pretty bad overall. their site states:

https://www.americascardroom.eu/onli...-online-poker/

couple of things on it. I don't like the way that they (appear) to have treated your original request as a temporary account closure, rather than a self-exclusion. you clearly mention self-exclusion more than once. they should really be responding to your email on the 6th with something like:

"Thank you for contacting ACR Support.

We have received your request for a 90 day self-exclusion and have set this on your account. You will be unable to make any financial transactions on your account and also be unable to play in any real money games during this time.

Your self-exclusion ends on XX/YY/ZZ at AA:BB. Please email us on or after this time and your account will be fully reopened.

You are not permitted to play on or open another account on ACR while you are self-excluded. Should you be found to have done so, the account(s) will be immediately closed and all funds forfeited as per term X.Y.

Should you wish to withdraw some of your balance while you are self-excluded, please email us and let us know. We will be happy to facilitate this request.

Regards,

ACR Support"

and then obv keep your account closed when you email them a couple of days later, reminding you about being SE and to not create or use any further accounts. also, they should not be linking a URL to their promotional page in their response to your original self-exclusion request, smh

I was put in contact with Phil regarding doing some consulting for them, to help them in this area, along with general operations and also game security, however I never got a reply after a couple of initial emails. Its too bad, as they could really do with some expertise on these things.

Thanks pmarrsouth, I'm hoping that someone high up will see this and contact me regarding some kind of dialogue concerning this. I did request the self exclude clearly for a reason, and it was like it never happened.

Hopefully they can do something for me so that we can both feel good about it. Maybe a inexperienced CS handled it, I am not sure. I thought the promo thing at the bottom was a nice touch too, heh.

I enjoy playing and would like to play again, but I also like to know if I need an enforced break (as I did) that I can rely on the room to honor it.

Hopefully seeing what they posted on responsible gambling, and their T&C, they will contact me regarding this matter and we can work it out as what they say and what they did are clearly not jiving.

Any help from the WPN rep/advocates would be appreciated.

Thanks

(edit: maybe this should be moved to WPN help thread, up to mods)

Did you find all of this info in the degenerate sub-section of the T&C?

Yes, thank you

i have done that in ignition and they make me wait until the time i set was completed, but yeah i did also on ACR and you can remove the self-exclusion anytime you want.

Also you have to cancel all skins too, BCP and trupoker. Because if you have gambling problems and you cancel one account, when you want to play you will find a way. Just exclude yourself on all websites.

Thank you for the info, I will inquire about it. I wouldn't want to self exclude from ACR and then play BCP first of all it defeats the purpose and second of all doesn't seem right to send my business elsewhere if they are doing something I requested.

I don't really think we should fault OP as addiction is a sickness. But seriously OP if your problem is so bad you have to try the long shot of getting out of a temporary exclusion you should be asking for a perma ban of your accounts.

asking them to lift the self-exclusion defeats the purpose as well but this certainly didnt stop u. problem gamblers will find a way

anyway it looks like u have a case here as the webpage is clear in its terms of not reversing a self-exclusion period

WPN, give the man back his 1700$ and make sure you learn from this.

Same for me i do it on ignition all the time. But i tried it last year on ACR they said okay but later on that month i was able to login and able to play casino like nothing happened. Did they actually ban you? Like did you try to play before you sent them the email to reactivate it.

yes, i was blocked from logging in for a period from the log in screen until it was lifted

Thank you all, I don't feel great about this; at the time I felt my spending was getting a little out of control and in a moment of clarity asked for the self exclusion as I had just come into a fair chunk of money and was concerned I would try to use it to win back the other fair chunk I had just lost; this s why I asked for self exclusion for a period of 90 days to give myself time to relax down from my losses.

I really didn't expect them to lift the ban as per their webpage they stated they would not --- I thought maybe I could just limit myself to some tourneys or a deposit cap (this is really what I wanted if you read the emails) and was actually quite surprised when they just lifted it completely. I had heard once you get a self exclusion that there is basically no chance of getting it lifted. At least this was my understanding when I asked for it. I do think they need to clarify this and have a clear stance on this issue as their webpage says one thing and they do another.

I lost $1700, what about the guy who loses $50,000 and ruins his life and that of his family? This is why these safety measures are in place, I hope that ACR can clarify their policy and follow their own rules, not just for myself but also for someone who may get themselves into serious trouble through such ambiguity.

I am hoping we can come to a resolution on this. I am taking some meditation classes and will not being playing cash for a while, and doing strict bankroll management. If they return the money the original self exclusion period would have run to july 9th so if they wanted to pick that up I would understand that. If I can't control my spending from then I may stop playing, even though I really enjoy the game. I never had a big problem before and I'm 40 years old now, I'm hoping it was just due to some stresses in my life now(I had a separation which is actually going better now, I was in my own pad for a bit and drinking more than normal too)


As one of the largest US facing poker rooms (very likely to become the largest shortly) I would think ACR would take this issue seriously if they want to continue to grow, and keep the excellent reputation that they have. I think they have good CS, and conduct themselves pretty ethically in most cases concerning their customers; seeing as this is a big issue in the poker community I would think they would want do the right thing in this case and perhaps clarify their policy internally so they don't run into a very large problem later on with a more serious case now that this issue has come to light.

I would welcome any comment from WPN reps concerning this, I contacted them via Winning_TD but have not heard anything yet.

Thanks all I'll keep it updated

I don't see how you think WPN owes you $. They definitely shouldn't have lifted the block, but you still are the one you gambled it away. Accept your loss, it's not coming back. Have your wife or a friend/family member change your computers password or do something, but take a break for awhile, you'll gain some clarity. Best of luck

"I don't see how you think WPN owes you $. They definitely shouldn't have lifted the block, but you still are the one you gambled it away."

This statement would seem to be illogical/inconsistent on the face of it.

They are either going to have it or not, they shouldn't be able to say one thing and then do another and have no responsibility for it.--- particularly when it's in writing and they are advertising themselves as supporting responsible gaming.

Your logic doesn't make any sense except from a somewhat belligerent viewpoint which ignores the facts of the situation. Asking for a self exclusion because one wants a fail safe against any possibility of playing on said site is the whole point of it, it was granted putting the responsibility squarely on ACR to enforce it.

It sets a dangerous precedent for ACR to simply ignore their own stated rules and ethics and have no culpability concerning it.

One way or another ACR needs to have a coherent consistent stance on this. If they do away with self exclusions thats fine, but they should have a solid policy in effect one way or another so players know what to expect and can plan accordingly.

For instance had I known all I had to do was send in an email to get the exclusion lifted I might very well have had my passwords changed as you suggested, but I didn't think I needed to do that because they clearly state on their site that exclusions cannot be lifted for any reason.

This is the danger of having inconsistent policy enforcement and needs to be addressed not just swept under the rug because it's a somewhat uncomfortable/unsavory subject.

Your whole comment is reminiscent of current political rhetoric; lacking in substance, big on hyperbolic statements...


"Accept your loss, it's not coming back."

How you would be able know this I'm not sure, but just seems like another semi belligerent statement lacking any real reason designed to shut down a valid conversation that needs to be had on a serious issue.


I think at the very least ACR needs to clarify what their actual policy is, cause as it stands it make no sense and contradicts what they said on their website and T&C.

Not trying to be combative here, just addressing the inconsistency of your statements.