Hi community,

On March 29th of this year, when attempting to log in to ACR, a pop-up appeared informing me that my account had been suspended. That same day, I contacted support to inquire about the status of my account and the reasons for the suspension. I thought it might be a routine procedure or a system error.



Throughout the month of April, I received repetitive responses to my messages, stating that the security department was conducting an investigation. I offered my cooperation to address any concerns or questions they may have had, as I had not violated any rules while using the platform.

After sending several follow-up messages, on May 7th, I received a response indicating that my account had been permanently suspended for violating the terms and conditions, and that my funds would be confiscated without the possibility of reimbursement. However, no detailed reason or clear explanation was provided for this decision, despite the fact that I, as a user, have not committed any infractions. In fact, I have offered my full cooperation to assist in any necessary aspects.

It is frustrating that the support team only responds with general messages and treats the user in this manner, especially when no wrongdoing has occurred. I have sent another communication informing them that I do not wish to reopen my account, but requesting their assistance in recovering my funds.



I am sharing my experience to find out if anyone else has faced a similar situation and if they have found a solution. Recently, on March 12th, I created an account for the first time on this network and deposited around USD 1,000 in BTC to take advantage of the welcome bonus. It is regrettable to encounter these irregularities and receive this unfair treatment from customer service.

Similar situation here. Though I'm not banned yet, I'm on the previous step that you mentioned. Emailing this guys and recieving their copy-pastes with that "security investigation" stuff.

In my case, I was banned the day right after signed up/deposited. I'm pretty sure didn't break any TOS, since I played like 30 min while config the software.

Anyway, in my case it's been like a month and seems pretty bad. It's kind of impossible to get in touch with someone of the staff who can take any actions, afaik the customer service it's only by email and it seems that it is pretty automatic (don't know if they are actually bots responding lol).

I will send you a DM, hopefully we can find someone who can helps us. And for sure there are more cases like this out there

It's truly regrettable that WPN's customer service doesn't offer a more personalized approach to its users. Additionally, it's disappointing that they don't provide a fair explanation for the reasons behind account suspensions. I'm completely certain that I haven't violated any rules, and it's incredibly frustrating to find myself in this situation.

Hey, I found this discord server https://discord.gg/p2SsT6fgxe

there are some acr mods in there that maybe can give you some information about your account

I don't think it's very helpful but you can try

btw I tried to send you a PM but it says that you are not allowed to recieve messages

You deposited on march 12 and were banned on March 29?
What’s your SN and what games did you play in those two weeks?

@gavilanu77, I have sent you a PM to stay in touch. Thank you for the information.

@RalphWaldoEmerson, the only stakes I have played are NL5 (to set up the site) and NL25 fast. I created the account recently to do multilobby. ACR is not my main site.

Username: MrSheriff

The support programs I have are PokerTracker 4 and Jurojin.

Hi Guys,
I have the same issue. I deposit by Visa 20/05/24 ,very easy and played some PLO, however once I decided to withdraw they required numerous verification. I passed them all, after all still unable to withdraw.
After I reach support, an agent asked me to provide a photos of the front and back of the Visa card I deposit with. I did that, expecting to be the last stage of verification.
well suddenly 22/05/24 I received an email that my account is under investigation.

I am wondering how to approach this case, I do not even use a HUD.

I will keep you updated how are thing moving.

Same to me,
how does things gone with you?

are you guys bots?

It would be absurd to present my case in such detail knowing that I have committed a fault that would get my account closed.

I have acted and played within ACR's guidelines. The reason I made the post is to find out if anyone in the community has managed to resolve a similar case, and to warn you that these unjustified abuses are being committed against users by ACR.

To date, I have not received any additional communication from ACR.

A clear example of how ACR acts abusively with its users: I posted my case on their Discord channel and they deleted my post, additionally, they banned me from the channel for 7 days.

A site that truly cares about its users would never do this.

Post



Ban

From https://americascardroom.eu/poker-cu...nd-conditions/ it looks like you're stuck with:

12. GOVERNING LAW: ... Each party irrevocably agrees that the relevant courts of Costa Rica shall have exclusive jurisdiction in relation to any claim, dispute or difference between them concerning the Agreement and any matter arising hereunder. You and ACR irrevocably waive any right that either may have to object to an action being brought in those courts, or to claim that the action has been brought in an inconvenient forum, or that those courts do not have jurisdiction. You expressly consent to personal jurisdiction of said courts over You and expressly agree to accept service of notice of any proceedings brought therein by transmitting said notice to You at the email address You have provided in Your Account. ...