I've spent 6+ hours, made 10+ phone calls, sent 10+ emails, all in attempt to simply deposit a small amount of money onto ACR.

I've had to change my address information back and forth 5+ times, I've had to give up using one debit card and try using another, I've had to send in pictures of my ID card, I've had to ask them again and again to unlock my cashier capabilities after it locks for some reason... it goes on and on.

It's getting nowhere. The customer support barely speaks English and it doesn't seem like they care about helping me (most of them, at least). I just want their damn company to take my money, but apparently that's too difficult for them to figure out.

Has anyone else noticed how abysmal ACR customer service is? Is BlackChip and/or TruePoker any better?

Thanks

bump

Seriously considering going to Intertops or something unless BlackChip or TruePoker is any better, or there is some way to get ACR to actually help me. No one has anything to say?

bump

Any particular reason people are ignoring this thread? If unclear, I'm asking if people find customer support good/better at BlackChip or TruePoker.

Or if people have found ACR support good somehow and have suggestions on what I should be doing?

Help

I have always used the "live chat" option from the help tab , customer support has always been very quick and helpful at ACR in my experiences...

I'm pretty sure BCP, ACR and True all share customer support.

I've never had any big problems with ACR's support, but haven't had to use it very often. No idea what's going on in your case.

That's not what you asked exactly... the way you phrased the first part of it "Has anyone else noticed how abysmal ACR customer service is?" sounded to me like you already made up your mind.

I have had a number of positive experiences with ACR support, and a few not so positive ones. Every single one I've spoken with did speak English well, even if clearly not their native language. My impression of live support is that they are eager to help but somewhat limited in what they can or can not do. If something gets out of their bounds they default back to a scripted type response, which as the customer is frustrating but it is what it is... I have had similar experiences with other live chat support from other companies as well. Think of it like a video game, they are level 1 and 2, and there are some tasks that only level 3 on up can tackle. There are some things a level 1 person isn't empowered by the company to do. What's most frustrating for me is when they can't identify and move it along properly... hey this is a level 3 issue, I need to get this guy to a supervisor (or whatever).

I don't know what the difficulty is with your getting a deposit done, but the number of calls and emails you mention does sound unreasonable to me. I would recommend calling on the phone, telling the support person you'd like to speak to manager to help resolve an ongoing issue getting a deposit done, then work with that person. Maybe you'll have to wait until business hours Monday to get someone at that level on the line, but that's how I'd proceed with it.

I can't speak to the support of the other skins, this is all based in my experiences with ACR.

FWIW both the reps who post on this forum, WPN REP and Winning_TD I've found to be very good at support, think like level 4 or 5, unfortunately I would guess a deposit issue isn't in their arena. I would be looking to get a cashier manager on the line personally to help get it sorted.

Best of luck.

I was probably too hard on them in terms of "barely speaking English" and "not wanting to help". I was just really frustrated and some of the people who picked up the phone had an unhelpful tone.

Anyway I did call and asked to speak with a manager/supervisor. He was actually really helpful and hopefully this will get solved soon.

Thank you for your posts, in particular glutenfree

Their are a few that speak broken English but honestly I can understand a majority of support anytime i call.

As for the debit card even that gets declined a lot these days as International transactions get flagged from your banks fraud protection from a lot of them so they will snap decline.

Bitcoins or Moneygram are good options. You can do Moneygram online using your debit card and they reimburse the deposit fee but I can't remember how much it might still be only having to put $100 on. If that is more then you want to put online then you will just have to eat the fee.

Bitcoin takes longer to setup but it's a great option to have available to you.

They sometimes take forever to respond to a question, but didn't have a problem depositing. Use a Visa or whatever they offer. Next option is to trade in the trading post further down the Internet Poker forum. Otherwise, figure out how to deposit using bitcoin.

I had this problem with my debit as well, i deposited with moneygram and had the money in my cashier like an hour later.

the reason why your debit is getting declined is because it's an international transaction. That's your bank declining the purchase, not WPN. you could try calling your bank and ask them to lift international holds.

I was using Visa NetSpend, which is a prepaid card meant for international.

I finally solved the problem. It was a really silly one that could happen to anyone. On my card account, I noticed that my address was:
Line 1: 1220 XXXX Drive
Line 2 (asking for apt number): XXX

On ACR they don't have a second line asking for apt number, so my address was:
Line 1: 1220 XXXX Drive Num XXX

I changed my card account address to all be on one line and match ACR. Boom, it worked the next time I tried to deposit.

Ugh, it's so silly that something like that can happen. When something like ACR doesn't have a line or space for apt number, there's really nothing I can do in this situation.

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Thanks everyone for your posts. It's now solved.

gadzooks

P.S. To anyone else reading this thread in the future, I kinda take back what I said about the customer support. Many of them actually were trying to help. I was just frustrated that it wasn't working.

Well I actually just got word that sometime around the time of me changing my address configuration, support bypassed my SSN requirement because something was continuing to not match.

So I'm not positive that my address changing was what solved the problem. Just posting this in case someone runs into the same problem and comes across this thread.

gadzooks