Posting this on behalf of my 72yo mother......Mind you shes been on the site since 4-11-2011, and her Visa got turned down a few weeks ago so she Western Unioned money 2 times since her card wasn;t accepted and tried to cashout but was cancelled, because she needed to send the debit/credit agreement form in, then realised she got issued new Visa cards, I guess from the big Target scandal when they were hacked, heres the chat......................

Department: BlackChipPoker Support
Full Name: linda xxxxxxx
Email:xxxxxxxxxxx@yahoo.com
Your Question: security
Operator: Marcos L
13:51 Your Question: security
13:51 Please wait and one of our operators will be with you shortly.
13:51 You are now chatting with Marcos L (Customer Service Agent) - BlackChipPoker Support
13:51 Marcos L: Thank you for contacting our LiveChat service, my name is Marcos.
13:51 Marcos L: Attempting to transfer the chat to "Rohanna V"
13:51 Rohanna V: Hello! Welcome to our Live Chat Department, my name is Rohanna, how may I help you?
13:52 linda xxxx: i need security, he just hung up on me middle of the chat
13:52 Rohanna V: No I didn't
13:52 Rohanna V: we just lost connection
13:52 linda xxxx: ok
13:53 Rohanna V: Ok Ms. xxxx, you acknowledge that, prior to payment of any account balance to You, ACR, in its discretion, may require You to fax in a copy of any payment means used to facilitate funding of deposits and execute a written acknowledgment of any deposits funded by any payment means, including stored value cards, debit cards, or credit cards.
13:54 Rohanna V: this is clearly stated on our terms and conditions
13:54 Rohanna V: Not to mention we have been doing this same procedure for years and you are neither the first nor the last customer we will be asking these documents from.
13:54 lindaxxxx, Ok, but you don't accept my Visas thus my last two deposits were WU
13:55 Rohanna V: Yes, but you did already make use of this cards, and I am sorry to put it this way Ms. xxxxxx, but Its not negotiable, we will not be able to process any cash out from your account unless we've received the documents we require.
13:56 linda xxxxxx: What if I cancelled those Visas already?
13:56 Rohanna V: I mean those cards*
13:57 Rohanna V: You will still need to provide an agreement form that our security department will be sending to you
13:58 linda xxxxxx: ok I have the agreement papers now what?
13:58 Rohanna V: Its not like that Ms. xxxxxx
13:58 Rohanna V: we are talking about 2 different Forms
13:58 linda xxxxx: ok what do you want from me?
13:59 Rohanna V: and I suspect you do have those cards
13:59 Rohanna V: you just don't want to send them
13:59 linda xxxxxx: i have the DigitalExchange Debit/Credit Card agreement Form
13:59 linda xxxxxxxx: is that the one your referring to
14:01 Rohanna V: I suspect you do have those cards and you dont want to send them
14:02 linda xxxxxx: So your going to start accepting my Visa deposits in the future?
14:02 lindaxxxxxx: since you need the info
14:05 linda xxxxxx: You still have not answered why you need them when you won't accept them for deposit,
14:07 Rohanna V: I did
14:08 Rohanna V: You need to acknowledge the deposits made
14:08 Rohanna V: Once again I must mention that prior to payment of any account balance to You, ACR, in its discretion, may require You to fax in a copy of any payment means used to facilitate funding of deposits and execute a written acknowledgment of any deposits funded by any payment means, including stored value cards, debit cards, or credit cards.

14:09 Rohanna V: It is not negotiable, we will not be able to process any cash out from your account unless we've received the documents needed

14:10 linda xxxxxx: What are you going to do with the credit/debit info. i send you?
14:14 Rohanna V: store them in our security database
14:14 Rohanna V: as we do with every player documents received
14:14 linda xxxxxx: what for when you won't accept them?
14:15 Rohanna V: there is no kind of compensation for this
14:15 Rohanna V: is normal security procedure
14:16 Rohanna V: every customer must complete
14:16 Rohanna V: with no exceptions
14:17 linda xxxxxx: whatever I'm sending the info., and I will be posting this convo. to 2+2 forum, I'm 72 years old thanks for the hassle.
14:17 Rohanna V: I am sorry you feel this way, but as stated before you agreed to this on our terms and conditions
14:19 linda xxxxxx; I don't mind sending the info but why are you avoiding answering my question??
14:22 Rohanna V: I think we are going in circles. I provided an answer for each one of your questions, I am sorry you are not happy but we must stick to our security protocols. Have a great day Ms. xxxxx
Helpdesk: https://livepokersupport.com/

This is standard for all online poker and gaming sites everywhere worldwide. Provide the documents requested and your issues go away.

Also, I've met Rohanna. She's pretty nice woman in person and doing her job as intended here as far as I can ascertain.


--
Kahn

Ok, but my mother no longer has those cards they already have on file, she's been issued new ones from Visa because of the big Target scandal that happened last year...

Well I hope Rohanna issues my mother an apology for saying she believes she still has those Visa cards as she was instructed to cut them up when issued a new card by Wells Fargo, I'm in disbelief the way they are handling this situation, well played BCP........
........14:01 Rohanna V: I suspect you do have those cards and you dont want to send them
http://money.cnn.com/2014/01/15/pf/new-cards-hack/

I read this a couple days ago and wanted to offer a possible explanation. The simple fact that the card was declined, and then two deposits were made via western union would fall into EXACTLY someone committing credit card fraud may do. Yes the card holder may have changed cards, or the issuing banks security caught up to the fact that ARC is a gambling site and declined the transaction. The simple fact is though if someone stole your card, opened an account using the information, then had the card declined, but was a degenerate gambler, they would in fact then make deposits using WU. Thus it makes sense for ARC to ask you to verify who you so you can cash out the WU money, but also for them to verify that were are the person allowed to use the cards. If anything using multiple types of transactions is a red flag to some extent.

This being said, the tone of the live chat operator was simply wrong. We seem to be missing some of the conversation about where the card/cards used to fund the account are now, but the imply any customer is lying or giving false information is simply bad business.

Once the situation is cleared up, and your account is verified and allowed to cash out, you should send an email to support explaining the inappropriate behavior.

In the end though the advice is simple. Verify any online poker account as soon as possible, or even before making a deposit. It is easy to deposit $100, win or lose a little and cash out $50 right away, and verify the account. Does it suck to lose the maximum first time deposit bonus? Yes, that is why you try to verify before you ever deposit. If you can't verify before hand and don't trust the site, don't worry about the bonus, just deposit, verify, play winning poker, and cash out.

In the end I argue BUYER BE WARE!

Know what your getting into and protect yourself first. Don't try to argue with an offshore, online, technically illegally funded poker site of which the government has absolutely no control or regulation, and to whom you have no recourse against. Honestly there are thousands of "I cant get verified and cash out" threads form online poker. So if you know enough to post to 2+2 then you know enough to protect yourself.