Yesterday while playing at Full Tilt my application suddenly just quit and a message box "lost connection to server" popped up. I relaunched the app but could not log in and kept getting a message saying "Login or password invalid". I requested a temporary password, received it promptly but it didn't work either. I tried again, same result. Sent e-mails to full tilt but no answer yet. Has this ever happened to anyone? Any thoughts?

Hi there,

What is your player ID?

I will look into the issue for you.


Sean

This is what happens when your account is locked by FTP
^^ I would do this, unless you know what you did to get your account locked. Either way you need to email FTP and find out how to proceed.

Happy new year by the way, Sean. Hope you guys are well.

solipcist

greatly appreciate your help Sean, keep me posted.
thx!

Careful Sean. You will be giving support at FT a good name soon.

TD-74, no worries at all. I'll let you know as soon as I hear back.

Happy New Year to everyone as well.

@Rek, thats the plan

Sean

It's been about 40hrs now since I sent the first e-mail to FTP about my problem and still haven't gotten anything other than automated replies. This situation is highly unusual, I'm beginning to worry a bit.

^^ This is not uncommon, just so you feel better about that. I imagine Sean will have some sort of info/update for you soon or will have security/support contact you soon.

You're in good hands here, you won't get lost. I'm subscribed to this as are others.

Hang in there.

Thanks for your support Nofx Fan. Surprised to hear that this is not uncommon - nothing like this ever happened to me in the ~5yrs that I've been with the site. Hope I can get back to the tables soon.

Do you shortstack by the way? Use any software? How long have you been at FTP? Have you verified your account(ID, etc)?

My only concern is after looking at your results on ptr. Your play may have triggered some sort of investigation.

If you're not comfortable discussing any of this or those questions that's fine. Either way you will be in touch with FTP, it's just a matter of time here. Try to be patient, and know that if you have not done anything wrong, then you have nothing to worry about. We'll be sure of that.

EDIT: BTW, don't read into anything I said about your results or play here. I'm ******ed and thought you played NLHE. Only now do I realize you play FLH SH. Either way my guess is they are investigating something, as what happened to you matches the description to a tee when they lock an account.

Not sure what "shortstacking" exactly means, but isn't that a NL problem? I only play limit on FTP. The only software I use is Holdem Manager. I've been with FTP for at least 5 years. I've cashed out many times before and if I'm not mistaken the first time I cashed out via check I had to prove my identity. What exactly might be concerning about my play?

One thing I can think of is that I just got back from the trip to Europe(that's where I'm from) and I had my laptop with me and played some poker while there. Could it be that because of that my IP address is all over the place and that prompted FTP to investigate?

Yes, it very well could be. I edited my post just before you posted, I didn't realize you played limit when I said that. Sorry about that.

The resonating message here is that I'm sure you will get a reply soon, and we'll be eagerly interested observers.

Hello, first post. I have been a lurker for a while, but I feel I should support
OP here, and chime in that over 40 hours with NO explanation whatsoever
why his account is inaccessible is not acceptable.

Especially if it is under review or something along those lines where
Full Tilt has suspended the account.

If it is some kind of technical error, then I can understand it taking time
and they may have nothing final to give the OP for information yet.

But they can at least confirm wether it was done by them for a review
or if it is a technical problem. They should be able to find that out
and report that much back within 40 hours??!!

But to lock his account and after 40 hours have nothing for OP to go on,
AND having the FTP rep here confirm he is also working on the case
without telling OP about it is just downright unacceptable.

In fairness, What were those automated replies OP? What did they say?

Exact same response from security/accounts/support -


Thank you for contacting Full Tilt Poker Support.

This is an automated response to confirm we've received your email, and a representative will respond to you as soon as possible.

Please be advised there's no need to reply to this email.

Thank you for your patience.

Regards,

Full Tilt Poker Support

Then I stand behind my post.

There is no excuse for Full Tilt not to give you at least some kind of information.

This is the type of thing that makes me nervous and keeps me from
playing more on Full Tilt. I am very curious to see how this unfolds and
I will be watching this thread.

If infact they have "locked" your account, I myself would need to
see a HUGE improvement over how Full Tilt handles their customers
before allowing my roll to become signifigant there. Who knows when
it could be my account or anyone elses one day.

GL OP, I hope it gets cleared up for you either way.

I can not imagine how mad I would be if I suddenly could not
log into my poker account with funds on it (I am assuming you had $ on it.)
for over 40 hours with no word.

Disgusting.

I am very curious to see how this unfolds and
I will be watching this thread.

I will update as soon as something develops

I can not imagine how mad I would be if I suddenly could not
log into my poker account with funds on it (I am assuming you had $ on it.)
for over 40 hours with no word.

I did have $ on it and the feeling needless to say not very pleasant at all.

FWIW I agree with you in principal, Turbulentus. That said I'm just trying to advise the op the best I can.

It is troubling that they handle things this way, but it is what it is at the moment, and we have to play the cards that are dealt to us. Would I like to see an big improvement here? Absolutely.

I continue to give all my play to full tilt because I actually trust them( as much as you can any site), and believe they will address their cs issues. Sean has been a step in the right direction.

I hope they take care of their loyal players that stuck with them through thick and thin one day

I've had my account locked up a couple of times and while at the time it was an annoyance, after the fact I felt like FTP handled it well.

As a FTP player - just wanted to throw my support in for you TD - keeping watch on the thread to see how FTP handles the situation. I have faith that they can make things right and *hopefully* improve their customer service/support turnaround time.

FTPSean is a good addition to the community and I have faith he'll come through (keep up the good work Sean, prove my support for your site isn't in vain).

How long did they keep it locked up and what where the reasons they did it? I really hope that after all is said and done I'll be able to say that FTP handled this matter well.

My quoting you was not meant for you to assume my post was directed
towards you. I think it is nice for someone to speak a few kind words
of encouragement and support for both the site and the OP instead of
the usual very negative unproductive Full Tilt bashing that has been
going on lately.

That being said however, I had finally made an account and posted
because I have been watching these threads appear over and over
again.

I am becomming more and more alarmed with how the customer is treated
in each case. Sure some people cheated and some people make false claims
about their side of the story.

Most cases are resolved one way or the other AFTER posting here and then
gaining much attention from the 2+2 community.

People in general though play on with the same attitude as yourself, and
the other supporters here.

The FTP answers thread from Dec 17 is chock full of people expressing
their anger and frustration of how they have been treated. Some over
something as small as a hand history request taking forever and others
with constant bugs and crashes.

It seems to me that all these people posting play on at Full Tilt regardless
with yourself included. I play there but with a very small roll. I do not cheat,
I do not collude, but I also do not need to one day not be able to log on
and have no access to my money and have no idea why.

So with someone likeFTP sean reading a thread like this, and FTPdoug
reading the December 17th post. I wonder if they would go back to
the brass at Full Tilt and say "well the word at 2+2 is that people still
stand behind us and do not worry in general about our lack of CS"

Maybe they would see the negative outweighs the positive and tell their
brass "Ok the gig is up, the dirty laundry is stinking too much in house
lets do something about this negative public feedback."

The constructive feedback I mean not the !@#!@#$ FULL TILT THEY SUCK!!
I can not expect anyone to take something like that seriously one way
or the other.

So I wish to lend towards the negative side, but in a positive way.

They locked it one time because of this hand:

Full Tilt Poker $1/$2 No Limit Hold'em - 2 players
The Official 2+2 Hand Converter Powered By DeucesCracked.com

Hero (BTN/SB): $315.50
BB: $1318.00

Pre Flop: ($3.00) Hero is BTN/SB with T J
Hero raises to $6, BB raises to $16, Hero calls $10

Flop: ($32.00) T Q 7 (2 players)
BB bets $24, Hero calls $24

Turn: ($80.00) 4 (2 players)
BB bets $116, Hero calls $116

River: ($312.00) T (2 players)
BB bets $154, Hero raises to $159.50 all in, BB folds

They sent this e-mail at some point after it was locked:

"Our Investigations department conducted a review of your Full Tilt Poker account, and found you have been participating in chip dumping with other players. This movement of funds is in violation of the following site rule:

"6. Soft playing or chip dumping is not allowed. Any unethical play may result in the suspension or termination of the offender's account."

Before we can reopen your account, we require an explanation of your relationship with "(player name)" and the reason you were participating in chip dumping.

We will update you on the status of your account once we receive this information.

Thank you for your patience, and we hope you understand that we have security protocols in place to ensure both the integrity of our site and the protection of our players. If you would like to view our full site rules, please visit: http://fulltiltpoker.com/siteRules.php

Please let us know if you have any questions or concerns.

Regards,

Darren
Security
Full Tilt Poker"

I responded:

"Darren --

I have no idea who (player name) is and I am certain upon further review, you'll see there was no chip dumping taking place. I appreciate the diligence in searching for cheaters and am willing to show my graph of the match we played and any and all hands. Please let me know if there's anything I can do to help reach a speedy conclusion.

Thanks"

They responded a few hours later with:

"Thank you for your email.

In this case we were requesting more information because of "(player name)". He folded a hand against you with quite large pot odds, which is why we requested an explanation as it did look like a chip dump on his part.

This is standard procedure as we take collusion very seriously and have security protocols in place to ensure the highest integrity of our site.

We have reopened your Full Tilt Poker account and you may now log in and play as usual.

Thank you for your cooperation and understanding.

We appreciate your quick response and patience.

Thank you for playing at Full Tilt Poker.

Regards,

Darren
Security
Full Tilt Poker"

This whole series of events happened in less than half a day or so, though I assume it could've taken longer under different circumstances (i.e., a busier day for customer service, etc.).

I was also locked up due to the volume of SnGs I played with a few friends. We would blow off steam after a day of grinding by playing in the low buy in super turbo matrix sit and goes and I guess the sheer consistency that we played with each other raised a red flag. FTP closed our accounts, inquired about our relationship with each other and then investigated. We each responded. They ruled that all of our play was on the up-and-up (it was...we never colluded and always had last longer bets worth playing for), but also asked us kindly not to continue playing SnGs with each other, so we stopped.

That exchange took a little longer, but still less than one day.

I wouldn't get too concerned about the timeframe that I was locked out, though, in comparison to yours. I'm sure I got lucky the first time and the second time was a priority issue (four relatively high volume customers).

Ok, it's over. After 48hrs in a dark I get this e-mail:


Hello xxxxxx,

Thank you for your email.

We're sorry you had difficulty accessing your account.

This issue has now been resolved, and you should be able to log in to your account as usual.

You should now receive no further issues with your account becoming unnessasarily restricted.

Again, our full apologies for any inconvenience and wish you good luck at the tables. Please let us know if there's anything else we can help you with.

Regards,

xxxxxx
Cashier
Full Tilt Poker



I am again able to login and my bankroll is in tact.
The only thing I would want at this point is some sort of explanation of what was going on. I did reply to the e-mail above with a request for an explanation, I will post here any information I will receive.

Thanks to all that followed this thread, thank you for your support. It did make those 48hrs of waiting in a dark far less miserable.

Cheers

Ten days ago (Sunday the 3th), I realize that my account was blocked:
When I tried to log in, it prompted one message-box that told me to contact Full Tilt Support for assistance. So Sunday I e-mailed Support requesting for help.
Two days after, I received answer from Full Tilt Support (Query KMM16433461I15977L0KM) explaining me that my account was temporaly suspended pending verification of my identity and they asked for several identity documents that I sent to them the day after (6th).
The 8th I sent another e-mail claiming for my problem and Full Tilt Support answered me that they had received a large number of e-mails and once information has been reviewed they will contact me.
Today is 13th January, I have no new e-mails from Full Tilt and I cannot log in my account: TEN DAYS after!

Can anybody tell me what can I do about this?

Wait.