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You are now chatting with Gary M. - ACR Support
21:36Gary M.:
Hello! Welcome to our Live Chat Department, my name is Gary.
21:36james card:
hello
21:36james card:
thekid5250 here
21:37james card:
was just chatting we marc i think
21:37james card:
lost him
21:37james card:
am nin a satelite stated at 9:02 hyper turbo into the 55 8 max 80k
21:37james card:
prize pool is wrong
21:37james card:
should be 5 seats and 49 dollars
21:37james card:
its only 5 seats
21:40james card:
o9vewr now
21:40james card:
6th should have goten 49
21:40Gary M.:
the 6th positionhas to send an email to support@americascardroom.eu
21:41Gary M.:
with the tourney ID and user name
21:41james card:
idk who was 6th but whoever it is got shorted 49 dollars that yall will effectively b e stealing if you dont pay him
21:43Gary M.:
the report is sent to the tournament department whenever we get a report like this and any overlay is credited manuallyon the affected players account
21:43james card:
thats a terrible policy
21:43james card:
horrific
21:44james card:
that means whenever you guys mess up you get to keep the money
21:45james card:
i just reported it, how is that not enough to get the player who was rightfully due that money paid
21:45james card:
correctly
21:45james card:
and fairly
21:45james card:
why is that up to me to be observant enough to notice and why is it up to him to report
21:46james card:
you should be correcting the mistake because its the right thing to do, should def do it because your company is stealing $49 from its own players
21:47james card:
but you got caught and are requiring the affected player to report it, otherwise it will just be absorbed by you>
21:47Gary M.:
the company is not staling anything fro any player
21:47james card:
thats an absolutely horrible policy and a terrible way to treat your paying players
21:47Gary M.:
as mentioned , if you are affected just need to make tehe request of the review to be escalated ,
21:47james card:
you are stealing if i just reported the prize pool is more than what the software decided to pay out
21:47james card:
and you dont make it right
21:47Gary M.:
if not afected but would like to report any failure ,
21:48james card:
is dash there
21:48james card:
or waiman
21:48Gary M.:
we send the report to the tournament team , and they are to review the pricepool and overlay , to credit manually the affected accounts
21:48Gary M.:
no
21:48Gary M.:
in 5 hours will be
21:49james card:
i wasnt affected so it doesnt matter to me how llong it will be
21:49james card:
but it sure matters to me that if im shorted by your software error
21:49Gary M.:
you seem not to be understanding
21:49james card:
and i dont notice and someone else reports it, that that descrepency wont be accounted for and changed by you not up to me
21:50Gary M.:
you continue to complain on something that is explained and as mentioned a report is sent to the tournament team
21:50james card:
i completely understand sir, i wholly disagree with that policy
21:50james card:
and youre focused on this one tournament
21:50james card:
i dont usually check things like that and im sure most people dont either
21:51james card:
i want to know that if its reported to you that YOUR software messed up that YOU take responsibility for making everything right
21:51james card:
that its not up to the pertson who noticed the problem to track me down and tell me it was wrong so i can send a message to security about something they already know about
21:51Gary M.:
the software doesnt have anything wrong
21:51james card:
otherwise that money will just be taken
21:51Gary M.:
each tourney is set by separate
21:52Gary M.:
from all tourneys whenever there is a failure with 1 of them, is onlyu with that one
21:52james card:
it obviously does because it just shorted a potential 6 people
21:52Gary M.:
Is there anything else I can assist you with ?
21:53james card:
you can advocate to c hange that ridiculous policy basically saying its ok to steal as long as noone notices?
21:53james card:
i feel like im talking to siri right now
21:53james card:
how does that seem ok to you

Maybe if you stopped carrying on about terrible policy and them stealing, and stopped to breathe and read once in a while, you would have noticed Gary said:

While the wording is terrible, it sounds to me like they're going to take care of it.

Most likely the support rep has no authority to give refunds or make changes to tourny payouts.

So he told you to contact the people who do. I don't really see the issue tbh

A mistake happens, they say they will look into it and correct it if proven correct....you think that is a horrible policy???

News flash, mistakes happen and this very one happened to me. Guess what happened? They took care of it with no issues.

Lol, advocate to make policy changes. Yeah, sure, customer service rep will just barge into Phil's office and tell him he needs to change a policy or two, asap. That's how it works....

This might seem like a stupid question to ask op but here we go. How do you know for a fact that 6th place wasn't credited? Since you said you don't know who it is I assume you don't have access to his account. At this point I think it is fair that WPN actually deducted $49 from your account and give it to me just because I read this nonsense.

When it's happened to me, the lobby has said 5 places paid even though the amount of entries pay out 6, as an example. The CPL times it's occurred to me is when the next payout level is crossed just prior to registration ending. WPN_rep took care of one of them for me.

It seems like the system takes a minute or two to recognize when the next oayout level is reached and if registration closes prior to that point, it isn't awarded automatically.

One of the OSS games a month ago paid out 306 places and it was still accepting entry even though we were down to 298 remaining.

Sent from my SM-G950U using Tapatalk

The key point here is that you are the one who this happened to. You should know if you got paid or not. But he is piping up on the behalf of someone he doesn't even know so how would he know if that person recieved their payout or not. He could very well be creating a mountain out of a mole hill.

What part of their response makes you think that the person shorted is the one that has to submit the report. He said once someone notifys them of the problem they look into it.

lol wtf... how does software always have glitches like this? Rakeback, Bonus and Payouts? Dont you have to "program" software to do this?