Hello. It's been two weeks since my funds went missing and ACR has gone radio silent. I've answered all their queries. I've patiently waited for them to sort things out, find their breach, but two weeks is long enough. How can I spurn them to action?

Backstory: I'm a former casualty of Black Friday: was a pretty good tournament player @ Pokerstars and when it went kaput I cashed out and moved on. Six weeks ago I decided to give ACR a shot, mostly because I wanted to see if I can still play (thinking WSOP next year).

I put in $300 and for 4 weeks played small S&Gs, free rolls, small entree fee tourneys. On 12/3 I went to enter a tourney and I was denied for zero funds. After calling in I was shown how to track my account history and $180 was pulled from my account in two grabs: $100, and then the rest 2 minutes later. Of note: both of these were in the PM (I only enter morning, early afternoon); they were from a cash table (I've not played any cash games; the CSR I spoke to verified it was from a different IP address then mine.

I live alone; my laptop has not been unattended; my usernale and password are unique to this account; I have other accounts on this computer worth 1000 times what went missing from ACR, yet this is the only security breach I've ever experienced in my LIFETIME.

They emailed me. They called me. They asked for a second email address. I've done these things. It feels like an exercise in futility. It seems they clearly don't value my business or the security of my money.

Just think if I'd had some real money in there? Be wary of these people.

Thank you for reading.

Think its obvious that your computer isnt as secure as you believe

Otherwise, there would be more than one post of incidents such as yours.

As I mentioned in my OP, I've got considerably more funds in other accounts on my computer. I've gone years without incident. Until now.

The new variable is ACR.

can't u just take some screenshot of your transaction history...iirc ACR tracks buyins and rebuys made at the table, as well as deposits/withdraws...

and can't u find out more information on the IP address that was logged into ur account?

They were supposed to be looking into that. They haven't updated me in over a week.

One thing I found odd was the $100 withdrawal and then 2 minutes later the rest of it pulled. I suggested to the CSR to check that hand history and see who won. I'd bet my funds were quickly donked to a co-conspirator.

One the one hand it seems the easiest way to get the money out. On the other it leaves a traceable trail. But only if ACR wants to follow the trail -- I have no way to do it.

When I first made my complaint they suspended my account so I have no access to anything. But I did have them email my transaction history, which is how I know when/where the monies was lost.

But I'm not sure how else that information helps me?

whats ur SN?

Great.

You should read this again:

Even if it's not obvious, it's a possibility, and you'd be foolish not to at least check it out.

Thread title is very misleading imo

Yesterday I attempted a withdrawal from ACR - they’ve never been a problem before - but this time I got an error message that my address was incorrect (it was of course not). I called support and a guy eventually tells me they’d had “problems with the system” and that I should be good to go. I finish up playing without reattempting the withdrawal and wake up to a zero balance. Someone got on my account and dumped it all off last night.

Ordinarily I’d assume I was hacked but after the conversation earlier I’m thinking that maybe it’s ACR that has been compromised.

Interesting development. Thank you for sharing it. And sorry to hear about your misfortune.

I don't know what your asking.

sn=screenname

Okay. Thank you. Not sure the relevance but it's RealJohnnyNine

Sorry for your loss.

I'm not sure from acr's standpoint they're going to do anything to help you. Just because you played from a different ip doesn't mean that it wasn't you playing. If I took my laptop to Starbucks, is still be able to lose a cash session despite being in a different ip. That being said, and perhaps the biggest issue is that you don't seem to understand how "hacking" works.

First and foremost, it would be dumbfounding if acr itself were compromised. I'm not saying it's impossible, but there's a reason that you don't hack from that side. Mainly because it's really difficult. If you managed, as a hacker, to compromise a system like that, the likelihood of you risking shutting that door over ~$300 is non-existent. You'd probably go after the high stakes guys. Unless you're ******ed, in which case you probably wouldn't have opened the door in the first place.

So logically the next idea would be that someone in the "inside" did it. Like a disgruntled employee. That's why in a normal company you would limit that type of access. This again, would be rare for such a small amount. Unless you did it across a large sample, but in that case there's be more stories like yours. Also, it would be much easier to hide the transaction. Especially if you had access to editing transactions. Personally you'd think they'd make it look like you never deposited.

It's most likely that your account (on your side) was compromised. This is by far the simplest to accomplish, which is why it's but far the most popular. Especially when you so freely give things like your screen name out. The "hacker" doesn't need access to your laptop. It also doesn't matter if you have more valuable accounts on your computer (which doesn't jive well work your back story, but whatever). Acr has a huge security flaw in the way they reset your password. When I recovered mine, I didn't need anything but the email. No questions or verification. They rely on the email address to be secure, which is a common practice. All it takes is that too be compromised and it's all over.

Lastly, they don't care. You need to understand that. If they feel like paying you, then fine. I don't think they will though, mostly because you have too many convenient holes in your story. It doesn't matter if it happened or not. If they lose you as a customer, it won't matter much because it's not like you're making them a ton of rake. True, if enough of the small fish leave, it'll hurt them, but you're just one.

Thank you for the extensive reply.

I'm curious about these two bolded comments. I've detailed my experience with ACR & added what I feel might be relevant additional details as data. I don't see how any of the details are contradictory -- they're true.

But if some parts of my experience detailed here are incomplete, unclear, or ring hollow, I would appreciate you being specific.

I'm not doubting the truth in your story. I'm more or less approaching from acr's standpoint.

I don't think they'll care that you always play tournaments or that you played from a different ip. They're just going to look for plausible deniability, which on this case would be the story of someone who intentionally played on a different ip in order to cover losses. It doesn't mean the narrative is true, it just gives them an out, so to speak. So the convenient holes are more to the benefit of acr, than they are an accusation of untruthfulness on your part.

As for other holes in your story, I most likely misread your post. I interpreted the other accounts on your laptop "worth thousands times acr" as other poker accounts, which would probably indicate that you weren't dipping your toes back in the online poker scene. Seeing as how you probably meant non poker accounts, it was errant on my part.

One of the risks of dealing with acr, is them keeping your money. I know you've heard all this before, but it's true. Outside of moving somewhere that offers stateside online play, you're kind of at their mercy.

Thanks for clarifying.

As to the different IP: they didn't tell me where it was, but I had played earlier that day from my location (TX). Now what if it was from another part of the world geographically impossible for me to play from (timeline)? I'm not tech-savvy but surely they can tell if a VPN is being used?

And, Yes, I was speaking to non-poker site accounts.

And, No, I had no idea ACR was a risk to keep my money. My cursory research showed no such thing. I suppose I needed to look harder, or better.

Maybe the next fellow will see this thread.

So gonna assume while you're still awaiting word from ACR, you've checked your computer, just to eliminate that possibility of it being compromised. Right?

Yes.

And as I mentioned at the outset, I'm very careful.

Odd that you wouldn't have mentioned this before. What have you done?

It is definitely possible to see if a vpn was used, but I'm not sure of the relevance. Unless you mean to prove you weren't spoofing your location? In either case, it's an extra step for them. They're going to approach this from a "prove your innocence" point of view. I'm not sure you can. You'd probably be able to do that for us, but acr most likely would just shrug and say that you must have caught a plane. Or outright refuse to acknowledge the IP location difference.

As for not knowing the risk... Acr is outside the US jurisdiction. More specifically, they aren't regulated (at least not like we think of it). There's not a huge recourse available to you if they don't oblige you (out of the kindness of their heart). Same goes with guys that have issues with withdrawals. Not saying anyone does with acr, but other sites have (lock poker, carbon, etc). The players basically had nothing they could do. Compare that to WSOP in Nevada. If they try to do something crazy like withhold money/unfairly accuse you of cheating... There's the Nevada gaming commission as well as other legal avenues for you to pursue. With acr, you basically only have the "oh, come on, pretty please..." Option available to you.

I haven't heard of this happening often, mostly people just complain about bots. So I don't think it's common. I just wouldn't hold your breath about it.

Hope to see you at the series next year anyway.

acr is full of bots, most ran by acr. either the bots are going to drain your account or they will just steal it, no difference. you would be an idiot to play there

In my case it’s obviously most likely that my laptop was compromised and when I was asked to enter my password in order to request the withdrawal that information was obtained and used to access the account from elsewhere.

I wouldn’t expect ACR to just give me my money back but hope that they will be able to review how the account was played and if the activity looks suspicious they can freeze the funds and transfer back if it was clear dumping.

It’s just a few thousand but I’d like to have it back.

From my experience ACR has been nothing but good on all fronts. Their customer service is usually helpful and the site itself is pretty well run. It's not true that they will try to rip you off at all costs. If they determine that it looks like you're telling the truth and your account was compromised they will do the right thing and refund you. Not everyone is out to rip each other off or one up each other. For the most part people do the right thing when provided with all the necessary information. It's also not in their best interest to rip people off or knowingly do things that make customers unhappy. It's in their best interest to keep their players happy.

Anyway with that said I think after two weeks you're well within your right to make a post with your grievances. I don't know what to tell you besides keep trying to contact them and if they don't give you your necessary resolution ask them to escalate the case to a supervisor or someone higher up in company. They probably do deal with a lot of errant customers or on rare occasions customers who are simply trying to pull one over on them, so they need to be diligent and careful and protect them selves as well. It may just take them time to resolve your case and they want to make sure you're not trying to rip them off. Most scammers probably just give up after their first attempts to rip them off fail. So if you keep being persistent and try to get your case resolved they will probably eventually refund you. Also next time you talk to them ask them what kind of timeline you are dealing with here and how long cases like yours take to resolve.