Here you can inquire about general customer service issues, as well as methods of cashout and deposit. If you've had a good or bad experience with our Player Care team, we'd like to know about it.

Just wanted to say, this is absolutely what separates you guys from WSOP, and I hope it continues. You're, specifically, always available, reps are always helpful and nice to talk to, and the people at the Station's property cages do a great job with cashout and deposits. Thank you for all the help going on close to four months now, and I am glad to see you guys with your own sponsored thread.

I'm from Nevada and I keep trying to register but everytime I submit my info I get cannot verify registration data? All my information is correct.

What should I do to register?

Did you send a request into support? If you did let me know your ticket # and I'll have someone look into it.

Or if not just DM me your e-mail address and I'll have someone contact you.

I think I just cleared the 3200xp I deposited 80$ for the bonus. When do I get it? PLO's variance train has left me almost busto. So I could sure use it.

Oh i agree with CatryanPoker. I've always had a good experience depositing at cashing out at Station cages. Now that UP has Omaha games, why would anyone play at WSOP.

That promotion required a minimum of $100 deposited.

Please refer to http://www.ultimatepoker.com/promoti...deposit-bonus/

I registered for $100 HUSNG and when I went to unregister and log out I was shocked to see I was not alerted the husng had started nor had it popped up like tables previously have in the past. I was completely blinded out it seems as the money was deducted from my account. Please refund me.

Request #55811

**Mod Edit**

Please keep discussion to Ultimate Poker

I like the title of the email I received today "your money, when you want it" I put in a withdrawal request today and am waiting for approval, It still takes a couple days. I have no problem with the process I HATE misleading emails....very much WSOP of you guys.

The process, fwiw, has gotten SLOWER over time and not faster. I would've assumed that it would've been the opposite (process getting streamlined and whatnot) as time passed.

I am not complaining. Its STILL the main reason I play at UP. Just an observation.

I also put in for a cashout earlier today and am awaiting the cashout approved email.

Why suddenly the misleading email and instructional video? Did you guys just hire someone from WSOP site to handle your email marketing?

I've noticed the same thing, my first couple of withdrawals were approved within 24 hours, now it seems to run a couple of days. I was totally happy with that, but now they have me thinking "it is my money, why can't I get it when I want"

I dont understand it. Its gone exactly how youve noticed it.... from twenty four hours, or in that range, to now a couple of days basically. And before, if you had like three separate cashouts pending, they invariably would be processed together, regardless of when the last one was made. Now, they might process the first two and wait another twenty-four hours before they process the third. I know. I know. They quote seventy-two hours, so theyre actually processing these 'quickly', lol. Again, spin it however you want, thats not the point.

I honestly dont understand it, and I think its a shame personally. But thats been the case when them on quite a few fronts.... they started out doing things a certain way that was really player friendly, and theyve gone backwards.

This one, though, is baffling to me, and I would very strongly encourage them to get back to how things were. This is the single biggest factor that distinguishes them from WSOP, but as things have progressed, theyre doing a way worse job of making me feel like I have instantaneous access to my money, which they were doing a great job of in the early going. I never like to 'feel' this type of movement. It feels like they're taking the process for granted or are complacent or are focused on other things....

Whatever the case may be, I think they've gotten away from something very important and the difference is obviously perceivable, and Id encourage them to do whatever they need to do to get the process back to how it used to be.

It used to be around 12 to 18 hours for me, now it is a couple of days.

Yes, that's been my exact experience. I'd love to know exactly why this is happening. Maybe someone from UP could comment and/or look to assist in getting things back to where they were.

I hate to beat a dead horse but this comes down to one of the core reasons I still play on UP and hope the site succeeds.

Anyone who's played online poker in the past has constantly dealt with sites that are vague, misleading, and in general just plain sketchy. While WSOP has good software, they have that offshore "sketchy" feeling about how they do business.

Despite any other issues, UP actually feels like a legitimate business with good customer service and clear concise rules of how things work. WE REALLY APPRECIATE THIS!!! So, this is why I found the email about "get your cash today" very troubling.

Please don't go down this road of spewing BS marketing at us.

I agree the "get your cash today" thing is misleading, and wish they would've just said "fast." I think they're trying to distinguish themselves from WSOP, but they didn't need to use hyperbole. WSOP cashouts seem to take at least 7-8 business days, which is truly horrendous in a so-called "legal and regulated environment." I always got my Stars money in 2-3 days. Less reputable sites took a couple weeks. On occasion, Stars did have cashout delays. And you know what? They would email me right away to notify me! And on at least one occasion I remember they offered some sort of unlockable bonus as an apology.

UP, in my experience, has pretty closely followed the Stars customer service model, which is why I trust them. I get my cage cashouts in 2 days, which is awesome. Would same-day be even better? You bet! But I find 2 days acceptable, especially when their stated timeframe is 72 hours.

One last thing. I requested a check cashout on UP back in late July. The approval email said it would be mailed in 2 business days. After 8 business days had passed, and still not receiving my check, I emailed them about it. In their response they apologized and said they would overnight me a new check, which they did. A day later I received a "mass email" from them stating they recently discovered a processing error for checks requested at the end of July, and would be overnighting all replacement checks. When did they discover this error? I don't know. But it didn't seem like they were trying to avoid the issue with radio silence or misdirection. Once I contacted them about it, they got back to me pretty quickly with a real response.

Certainly not our intend to mislead or do anything unethical. I'll raise the issue with the marketing and creative departments.

Terrence, ,aybe you can address the other point in this thread when you get a chance, which is that the processing of cashouts has slowed down significantly over the last four-six weeks or so. Id love to see you guys get back to how you used to handle this stuff, and Id like to know what happened that cause you guys to regress on this front.

Thank you in advance.

The cashouts have only slowed down only a little bit for me. I average about 30-40 hours. That's still really great! No complaints from me and going by the competition..........UP is the best by far.

I think all of my cashouts have taken about 36 hours. I never got any of that run good same day cashouts that other people had. The big difference I noticed was that the last time I got one from the cage, the process was MUCH faster, which is a good thing.

+1

I suggest that when a player has a history of similar and recent cashouts, and the it is not for a huge amount, that their withdrawals be approved with scant evidence and verified afterwards.

This way many withdrawals could be verified within minutes, especially if the amounts were not too high.

Or similar amount to past cashouts...... +100000

Cashout times are always going to be subject to some variance based on the number of cashouts. Every cashout is still examined manually to screen for the possibility of collusion and credit card/ACH fraud. We definitely aim to process them very quickly and feel we've done a good job overall given the work that needs to be done, but I personally do hold a very high standard when it comes to the protection of players and the site. I don't know what the average time to process a cashout presently is, but I don't think it has dropped significantly even if an individual cashout might be faster or slower.

Of course we're always continue to streamline the process and do more automation when it comes to cashouts. We do believe fast cashouts are important and think we are at least very competitive in this regard.