Hey guys,

I just started my poker journey and will aim to become an active user on the forums.

To start my experience i have registered to a poker room called BlackChipPoker.eu. So far it has not been pleasant at all. I hope this post will get some comments with advice on what more experienced players do in these situation or at least let other new guys know what they are about to face if decided to play at BlackChip.

I downloaded the app, registered and was intrigued by the 200% bonus they offer for crypto depositors. I made the deposit and started playing. The room has a good soft even though the amount of commercials they throw at you is quite distracting at times.

After playing for a bit, i decided that my initial deposit of 130USD is too much for a NL2 cash player and i should spread it around other rooms as well to always be ready for the softest games i can find. I requested a withdrawal and my account got instantly disabled.

I sent an email to support, but for a week no one replied. I then found out that they offer 24/7 live chat support which is just great as you can always get help day or night! I contacted an agent and he said the reason for closing my account is that they need a copy of my ID and proof of address which is pretty standard. Security is important! I sent them the documents and another 3 days passed without a reply.

I contacted live agent again and asked about the state of my documents. The agent replied that they have not received anything. I checked the email i sent and all the details checked out - correct email address, correct document and all that. While on live chat i sent the document two more times but the agent kept on repeating they received nothing and i should try again. I told the agent i have sent a total of 3 emails already and sending more wont likely solve the issue. The agent replied that its not possible because if i sent, they would have received it. I uploaded my documents on imgur.com and shared the link with an agent (you can not send documents via live chat). Agent replied that he can not open links clients send him. I was stunned by the situation and asked for advice on what should my next steps be if i wish to withdraw. The agent replied that i should send an email. Thats right.

I waited for another day in order to calm myself down and hopefully be able to catch a different agent online. I was in luck and the new agent offered a solution: i should send my documents to support email of americascardsroom and not black chip poker (they are the same company with two different skins). I did it and this time they did receive my docs. The documents were quickly checked and my situation seemed solved.

I accessed my account again and requested a withdrawal to my Neteller account. After a few days the withdrawal got canceled and i emailed support again. No replies for two more days. I contacted them via live chat and was informed that i should also send a screenshot of my Neteller account. I asked the agent if the email in the screenshot can be different from the one i registered my blackchip account under and the agent confirmed they only need to see my name, surname and the email address im trying to withdraw to. I instantly sent the document and the agent confirmed they received it. The document will be checked in 24 hours.

After 48 more hours passed without a reply, i contacted live agent again and asked about the state of my document. The agent asked me to which email have i sent it. I gave them them the americascardsroom support email address which i was referred to by the support. The agent told me i should send it again to black chip support email. I asked the agent why is that: Previous agent confirmed they received it and it should be enough. Also, i let him know that i was trying to use this email address before, but they dont receive emails from me to that particular inbox. He said that i should do what he tells me if i want my documents to be checked (!!!!). I asked the agent again about the state of the document I have sent previously and he said i will receive a reply once i send the document to blackchippoker support (the address they dont receive my emails to).

On top of that, the agent informed me, that even if my document gets checked and accepted, i still wont be able to withdraw, because i have to rake 10% of my deposit in order to be able to withdraw any! I asked the agent if i was informed about this before and if this rule is anywhere to be found in the deposit section. The agent said no, but this is how it works, so i should just start raking if i want my money back...

I now can not get my documents to be checked and i have my funds frozen on my account without a possibility to withdraw even though i would never have deposited if i knew these were the rules. This looks like a trick by the company to keep people from withdrawing. I also got tilted quite hard by the job their support does and lost some already. I cant believe what i got myself into and would love any advice whatsoever.

Thanks in advance!

Kind regards,
IamYouYouAreMe

While the customer service you have detailed sounds atrocious, you did raise a couple of red flags with the quick withdrawal request and withdrawing to an account with a different email address, so the security checks aren't that surprising, and neither is the rake requirement. Most rooms have some kind of requirement, and unfortunately many of them don't communicate it especially well. The requirement is typically because there are costs associated with depositing and withdrawing, and some sites have ant-money laundering regulations they need to follow, not because they're trying to stop you from withdrawing $100 or whatever it is in this case.

That's not to say the manner in which your experience played out (if it happened as described) has been acceptable, of course.

I fully support rooms being secure. I have no issue whatsoever with providing all the documents i'm asked to. However, i do not have any means to do that anymore. They just don't receive my emails and keep on telling me it's not possible.

As for rake, i didn't know this was common. I have registered to 888 and party since and nowhere such requirements apply. Good to know its not just this site, so it feels less of a scam. Thanks for that!

I do have transcripts of some of my chats with support and are willing to share if needed (although they are not very productive).

Do no such requirements apply, or did you meet them before withdrawing, without realizing it? Most people don't ever come up against these requirements, as they don't try to cash out so soon after depositing. But it's possible those rooms don't require it, or enforce it inconsistently if they do.

I'd just keep trying, ask to have this escalated, etc. There is a rep that posts in the WPN thread who you could contact.

I was sure i missed this requirement somewhere when depositing or when registering. I asked CSR about it and they confirmed user is not informed at any point when registerind/depositing. Only once the withdrawal is requested. It doesnt sound legal to me to be honest, but hey, im new to online poker so im not the one to decide.

I will try to contact the person you referred to. Happy to know these companies have reps here, on people's forums. Will update this post if i can get help there.

Take care!