Good post. 11 days to investigate an account(s) is just too long and based on OP's regards for the lack of communication by FT, this just represents bad customer service. Sites have an obligation to ensure that players feel safe with leaving and putting money on the site.

No one is saying FTP is not responsible but 11 days simply isn't a long period of time. Plenty of real businesses take much longer then that to investigate possible fraud. Do you think an insurance company that suspects a claim of fraud would finish an investigation in 11 days?

True to some extent, but a player like OP who has stated that she has a long history of playing poker on FT for a good period of time deserves better service than this.

If you are a VIP on Stars, have Supernova status with about 1 billion FPPs, and a nice 5 digit bankroll kept there would it really be a good decision to lock this player out for 11+ days? It's not only bad service but ultimately a horrible business decision. You could lose the player and possibly more players if they no longer trust you with their money.

PS: If anyone has any other questions regarding CS issues, please post in this thread. Thanks

Questions about online poker site customer service?

Henry - these complaints come up at FT all the time.
They almost never come up at Stars.
Is it because Stars never investigates their players?
Or is it because when Stars sees a situation they actually communicate with the players and work hard to resolve the situation quickly due partly to realizing that they are being paid to do exactly that and also due to realizing that their customers who keep $47k on there deserve quick resolution.

FT can keep the player informed of what's happening. And if they have questions about a transfer or about a specific session they played or an accusation someone made against them you would THINK they would WANT to communicate with the player to actually get their explanation as to why such-and-such happened.

Again, this failure to communicate from a business that is holding $47k of money that is NOT THEIRS is completely inexcuseable.
Not that it would be appropriate if they were just holding $24.60 either...but with $47k on the line they should extra-aware that freezing it for that long can put an unnecessary burden on their customer.


It should also be noted that on previous occasions FT has given the "just be patient" line when actually being so kind as to respond to the e-mails they receive....then they say nothing...then they say, "we're taking all your money for inappropriate activities" or whatever and the customer STILL doesn't have any clue what it was they supposedly did.

I have no doubt that some of the people whose funds are frozen on FT are total scammers and CC-fraudsters, etc.
But it seems their system has too much potential to be an unnecessarily signfiicant burden on their completely innocent customers as may have been the case here.

LOL. Well, while that was just plain insulting and humiliating, this on the other hand is quite different. I have read the posts where they say "if you've done nothing wrong, then you shouldn't worry". that my friends is the whole problem. I've done nothing wrong, and yet they still have frozen my account, given me NO Explanation and have not even bothered to send me an e mail for 4 days now. hence this post. There will always be those who won't believe this but there will be a fair amount of you , especially those who know me , who will. It is not right that at any time a site can freeze your account, give you no reason why, and comminucate with you minimally.

tell me again why ppl play anywhere else but stars. and rakeback is not a good reason.

I've been on Fulltilt almost on a daily basis for well over a year.

Yes, I always play Hu mathces

No, I've had NO credit card deposits.

I did do a PtoP transfer but I've known the person for a very long time.

I did play a player I've never played before at 100/200 and he lost about 15 grand to me. He was horrible . He went on to a 200/400 Hu table and donked off the remaining 8 grand he had left. i don't recall his name.

TheComplainer?

How do you take a sucker for $15k and not remember their name?

I had my Stars account locked. I can't remember for how long but it was at least 2 weeks and maybe 3.

It wasn't till at least a week in that I finally was told what the investigation was about. A group of us that played at the local game would lend each other money and then settle up via Stars. One of them eventually committed some kind of charge-back fraud.

You have to remember that the site needs to deal with 3rd parties. So if the site is waiting on a decision from VISA the site can't do anything.

It sucks but I've had B&M banks do the same thing a couple of time simply because of making and withdrawing large cash amounts. No cheques just cash yet because of the quantities they locked my accounts. Twice it happened when I was away from home which really sucked.

What is this a [censored] joke?

The $15k Sucker is probably your source of trouble.

He could have picked you because you are a regular player and lost the $15k to you to set up a cover then went and dropped the $8k to his partner.

He could just have been an idiot and then when he lost he complained and had the deposits charged back.

It could have been a hacked account and the player complained now.

This is getting scary.
Only hear about those things regarding FTP...

DING DING DING DING!!!

BS. If you don't have access to your money you have everything to worry about.

All fund on deposit online at risk all the time. That's simple enoughh, eh?