You will not have taxes withheld when you cashout, and the only reporting we do is if you win greater than $5k in a tournament or more than $600 over the course of a calendar year in promotional tournaments (freerolls).

We've attempted to structure our tournaments in such a way that this literally impacts no one (and over time, probably only the single first place winner of the weekly Sunday major).

1) You might try calling your ISP to see if they're bouncing your IP off of out-of-state locations and see if they can avoid this. I know some people are getting bounced to Scottsdale, AZ which is causing the location verification to fail.

2) Just hang tight. We're improving the location services on our end every day in small ways.

As I said, it works for the sports book. It's a special capability available only through cox broadband.
Fing tease.

Yeah.. No real advice other than to try again. We're making lots of changes on a daily basis, and it might be your phone or your IP. For those on the "close to 16 second" time for location lookup, it might just be that you'll have to try again a handful of times until you get location verified.

Not sure if this has been posted yet (sorry, I've had a ridiculous couple of days, trying to stay afloat of y'all!), but we have some new structured SNGs with a longer structure (that aren't turbos).

Make sure to let Scotty know if you like them.

N/A

For what it's worth, many times the actual implementation of things like this happen as a matter of emails and conversations, or are documented in places like the system of internal controls documents (several hundred pages) that detail how we do business, down to the nitty gritty.

It is simply not possible for every person to know every detail in these documents. I am sure that members of enforcement over at GCB know that iGaming is "permitted only in Nevada", but may not necessarily know the details of the geographical buffer zone that attains a high enough confidence interval for "this player is in Nevada".

Sorry, that was probably the most awkward way to say that. Did it make any sense?

We're adding "mobile phone verified" as a required flag so people won't be able to deposit and then not cash out, but in your case, we can certainly help. Naturally you'll be able to get your money out if you do not wish to wait for Verizon support (it's coming soon).

As always, send a support to playercare@ and they'll be happy to help you get your money cashed out. Even if you can't play, I'd suggest calling Verizon, having them remove short code blocking, and try to verify your mobile phone again. You should be able to cash out yourself that way.

Sorry for the inconvenience!

Yea, I just noticed the new no turbo sng's. Pretty good structure and worth playing. I look forward to the non turbo daily MTT's in the $5-$20 range with at least 10 min. blinds and at least 3000 chips with good blind structure.

I thought that supposed to be today, if not then when is that happening?

We don't currently have phone support (sorry!).

As far as the response time to emails is concerned - we're definitely aware of the response time and we're doing everything we can to alleviate this. We're hiring temps and long term employees, training them, having people from other departments help with emails, have people in the actual casinos to answer questions, have hired people at Stations to answer generic questions, and are basically in all-out panic to try to get emails answered. Trust me, we're busting our butts, but it's been one week - it takes time to mobilize people and train them on the product.

I know this might seem rude - but this is a good thing. This means people are playing, and people want to get on the site. Have there been a few bumps and bruises in the initial registration process? You bet. Is that maybe better than having no one show up to your party? We think so. We're thrilled that the best game in town is on our site.

We *will* have more people, and we will be better at what we do. We're committed to providing the best customer support possible. Seriously.

You'll only receive one text from us - the one asking you to opt into LBS so we can find your location.

You will need to keep your phone on while you play, though.

Drove by Wild Wild West today and didn't see any signs at all advertising UP or sign up/etc. That is a pretty busy area as tons of people drive by there on a daily basis. Just wondering why no signage there when the other stations do.

dax, i live in a house of grinders, are we going to have an issue playing the sunday $100 donkament from the same ip?

Boom, headshot.

Thanks for the comments. Now I can say "at least one person" likes it and not be fibbing.

Huge news..

We now support MasterCard, and it's not using the 7995 VISA code that doesn't work for most banks.

Will update the FAQ shortly.

Hey guys, thanks for the overwhelmingly positive response on Days 1-3 of our launch. There have been a lot of duplicate questions, so I thought I'd take a moment to put them into a launch FAQ. Be aware that anything in this FAQ might change, but I'll do the best I can to put info in here to get you up and online.

My name is Chris Danek, I'm the Poker Product Manager at Ultimate Poker. You can reach me by tweeting @cdanek, PM'ing me here, or just posting in this thread. I try to be good about answering all the questions I get, but we've obviously got a lot going on lately, and I want to continue to focus my efforts at bringing you all good software. I listen to all the feedback I get, and I personally value the opinions on 2+2 (sometimes more than my own). Tweet your suggestions to me. Seriously.

FYI - I posted through the first half of this thread as "Daxonovitch", but I'm bowing out of that account (that'll just go back to lurking) so I can use this account. Please don't PM me there - I'm not going to see it for several days or weeks at a time. If you sent one there, send it here, I'll get it instantly.

One of my coworkers needs no introduction. He's Terrence Chan (not Johnny Chan), budding MMA fighter, and poker player extrordinaire. He's been working around the clock to help stem the tide of emails that have come in. I've seen him roundhouse kick his computer to answer twenty emails at once. He's a beast. If you have questions, your best bet is to send support email at playercare@ultimatepoker.com, but he likes twitter followers as much as I do, and you can find him at @tchanpoker.

Another of my coworkers is the esteemed Scotty Y. Many of you know him from his previous work in operations and VIP programs elsewhere. He's our games manager, responsible for a variety of games related items. Also, he'll beat you at craps. Seriously, the guy throws golden dice. I'll rent him to you for your craps games.

As of May 3, 10:20 AM, we now support Cricket location services.

As of May 9, we now accept MasterCard Deposits!

I NEEEEED HEEEEELLLLLLLLLLLLLLP.



What do I need to play?

Aside from a network connection, you'll need a cell phone on Cricket, AT&T, T-Mobile, Virgin or Sprint networks. Additionally, you must be able to receive text messages from short codes: ours is UPOKER (876537).

Wait, what? I have Verizon.

We use your cell phone to triangulate your position in Nevada. Verizon has not approved this contract, so if you have issues, please call them and voice your concern. Tell them you want to play on Ultimate Poker and Verizon doesn't support location based services (LBS). You can call them at 1-800-922-0204, then #, 6, 6 when it asks for your number, then enter the last four of your social.

Let them know that you think this is unfair, it's a service you want, and that their competitors offer this service. It's not something that Verizon doesn't support, LBS is something that Verizon hasn't approved. Tell them to speak to their manager, and let them know you're not happy! We aren't either!

I'm not getting text messages from you.

Make sure your cell number is correct (duh). Then call your cell company and ask them if "short code" SMS senders are blocked. If you can get them to unblock it, great. Please let us know if you manage to do this - we're dying to know how.

Sprint:


AT&T, Verizon, T-Mobile, MetroPCS, Cricket, Virgin, Simple, TracFone instructions coming soon.

I can't be location verified, but I *am* on AT&T, T-Mobile, Virgin, Cricket, or Sprint.

If this is the case, you might have an LTE enabled phone that's using a nearby cell phone tower that won't location verify (for us). If so, try disabling LTE (google it) and relogging in.

I have another cell carrier (MetroPCS, TracFone, Simple).

Sorry, we don't support those carriers yet. We're busting our butts to do so, though.

I haven't been verified yet. Should I go to the casino and deposit?

NO! You MUST have your ID verified so we know you're of age. Send your ID to idverification@ultimatepoker.com and please be patient. We're mashing them out as rapidly as we can.

Can I get a "drop" phone?

Yes. Several people have reported picking up a cheap phone, enabling it on AT&T and successfully logging in. Here is a list of verified phones and/or locations you can buy them:



What if I'm on a Mac?

You can still play on an emulator. If you don't have one, download and install VMWare (it costs $200 or so), and we'll reimburse you once you play about $200 in rake. We originally freerolled people this, but someone posted it on a Mac forum, and, well, sorry. Bye, bye freeroll. Email us once you hit about $200 in rake and scan a receipt, and we'll credit your account with $200.

I'm getting some sort of weird certificate error when I try to download it.

This is caused by internet explorer and an error with our certificate. You can still install it by "Save As", then find the file (It's called UltimatePokerSetup.msi) and run it.

You can also use Firefox or Chrome.

You can also lower the security on the internet zone temporarily, if you know how (and want to avoid FF and Chrome).

My Norton said that this file was bad and it didn't get downloaded?

It's in your Norton "quarantine". Remove it from there and you'll be good to go.

Is there a way to determine ahead of time if your cell situation will work? I would hate to go through the whole process (and risk?) of entering all my personal identification information only to find out that my location cannot be verified.

So, we're starting to try to untangle the cell phone triangulation (LBS - Location Based Services) thing. Ideally we want it to work for everyone, without fail. However, it seems that possibly the reason it's failing is that some towers take a very long time to report the location.

We use a company called "LocAID" for this. If you'd like, try using their web based applet to locate you and note the time. If it's less than about 10 seconds, you *shouldn't* have problems locating. You can find this here:

http://instantlocatedemo.loc-aid.com/

My cell phone (centrally located) locates in about 6 seconds and I've never had a problem logging into our development environments.

How do I send a Bank Wire?



Why do I have to give you my SSN?

The main reason we ask for your SSN is for age verification, but we are actually REQUIRED to collect SSN if you are a United States Citizen. Per Nevada Regulation 5A.110.2.d (http://gaming.nv.gov/modules/showdoc...ocumentid=2942), we can only register you if you provide your Social Security Number.

Our player care team, our supervisors, Stations team members and supervisors cannot even see it. Furthermore, it is encrypted in our database, so were anyone able to access our database, they wouldn't be able to get your SSN from it. We work very hard to ensure the security, privacy and integrity of your information.

How far inside the border of NV do I need to be?

1.5 km. The only places that should have any trouble are parts of Primm, Laughlin, and S. Lake Tahoe.

How much rake do you charge?

http://ultimatepoker.com/how-to-play...er/poker-room/

How old do I have to be? 18? 19? 21?

21.

More questions not answered here?

http://ultimatepoker.com/online-poker-faq/

Good that you added FAQ on website but don't hide it in the customer service tab, people may not see it, if they see FAQ tab they will click it.

Nope, but make sure you aren't soft-playing each other or colluding.

If you win and want to tip the dealers, we take in-and-out burgers, starbucks coffee, and soft open-face-chinese opponents.

Good point. Our main web designer is out of the office for a couple days, but I'll pass along your feedback to him. We're doing anything we can right now to get people answers without having to email support, so they can get to the important support issues.

On that note, thanks to everyone who's been helping us out in this thread here. There's a lot of the same questions coming up over and over, so any way that we can reduce those is appreciated.

Dax I'm trying to register after I fill out all information it says we could not verify your registration data, I've contacted customer service and have not gotten a response what should I do

From the faq...
.

Professional how do I send a copy of my ID Thanks

Scan it or take a digital picture, attach image to the email.

read the post above

Professional Thanks, Can anyone tell me how long it took to get a response back after sending your verification