I was booted off FT last Friday,Oct12th 10:15 pm. I received a letter stating that my account was suspended following a 96 hour investigation of my “table play”. I sent off a round of letters expressing my dissatisfaction. I was assured by Jeremy E. that this would be dealt with as soon as possible. I received another letter, Four days later, asking my for ID, such as a drivers license and electric bill of which I sent in promptly along with my bank account statement and passport . This was a week ago that they received my info.

I sent off another letter to Jeremy E. (by the way, I love how they ask for all of my personal information, and yet I correspond with a site I have NO IDEA where they are located and with a guy who won’t sign his last name) asking that he please unfreeze my account as I have complied with his wishes.

Today is Tues. Oct.23rd. It has been 11 DAYS since they froze my account. They have given me NO explanations as to why they have suspended my account other then they are compiling information. I have almost $47,000 in my FullTIlt account that I am unable to access.

My name is pokergirl z. Many of you know me either through this site or others. Some of you have met me personally. While I’m not a big poster on 2+2 , I have been a big presence on the High stakes heads up tables for well over 5 years.

In all my years of online gaming, this is the first time I’ve EVER had my account suspended for any reason.

Considering the bad press that online gaming is receiving these days I really hate to add fuel to the fire. Fulltilt has said that they “understand the position that this has put on me and others in”.

Has any one here in the forum had their accounts suspended? If so , what was the reason for the suspension and how was it resolved?

It puts us all in a precarious situation because if they decide they want to freeze your account or take your bankroll they can do as they please without any explanation or provocation. One of the only ways a player can really fight back is by posting their experiences.

well, anything you could be doing to set off alarm bells? Because they prob aren't doing this to simply smite you

That. Really. Bites.

First off, I play there every single day. Last friday nite was just like any other. It's a reasonable question and as I stated they frooze my acount with no provocation. AND NO EXPLANATION. Other than they were investigating my "table play". Jeremy e. keeps apologizing for the inconveniencethis has put on me in, yet gives me no explanation as to why this has happened.

This is my warning to you all. I used to think that if a site freezes your money or takes away your bankroll that they had reason to do so. I'm here to tell you. I no longer believe that. You won't either if it happens to you.

If you have done nothing wrong then you have nothing to worry about. Unfortunately there are so many people pulling scams on sites. Something brought you to security's attention. It could have been a transfer to or from someone who committed fraud, a friend who logged on from your machine once and then did something, someone you beat might have had charge-backs etc. As long as you know you didn't do anything then you'll be fine. It could take some time though. I'd expect to be locked out for at least 3 weeks, Which sucks but don't blame the sites blame the losers who try to defraud sites.

They can't give you any explanation. It is very frustrating but until they are sure you were not involved and are just collateral damage giving out information will just educate people who scam sites.

True to an extent. The losers are the ones that cause the sites to investigate accounts, but that does NOT excuse FT for being so slow and non-communicative, something they are notorious for during these investigations.

You can find out where they are located, and lol

im going to go out on some wild speculation and ask

Did you do lots of P2P transfers for people.

What games do you play? Recently play a drunk dude who donked off 5 buyins? You probably played someone who did a cc chargeback, and they have to decide if you were involved. My guess is that you were playing HU. Nothing you can do except volunteer info which may expediate the process (I.D.). You'll get your money back if you did nothing wrong.

Edit: Or you did some transfers with scammers.

I've played with pokergirl z - plays the mid-high limit HU tables all the time. From what I understand, they've been busting bots all over the place in those games (I'm sure you got a hefty refund in the last batch?). Maybe they suspect you are involved in it somehow, or perhaps you beat Gatorade out of a bit too much and he reported you.

Keep fighting the good fight and I'm reasonably confident it will all be resolved for you (assuming you're innocent).

While I don't play high limit I knew I recognized that screen name from the past but it took me a moment. So is this event worse than losing 20k to Jimmywins88?

BO

Just to add that Sillysal was around in the days of the huge WSEX battles.

If you can answer the following questions, I might be able to give you some better insight into your account investigation and as to what they are actually examining right now.

How long have you played on Full Tilt?
Do you always play high stakes HU matches?
Did you recently make any credit card deposits?

Also, check your HH and see if there have been any new and erratic players that have recently lost a lot to you. You might be the victim of a chip dump and be completely unaware of it.

why don't you ever play 3 handed on wsex... it really weirds me out that when some1 interrupts your hu match with a giant giant fish you won't play 3handed... it honestly makes me wonder if you use some kind of program for hu play. I am not accusing you and sillysal on wsex is a good hu player but the fact you won't play 3 handed ever gives me weird vibes.
Anyways, regardless if you've done nothing wrong, it is ridiculous to have been locked out of your account with no explanation for this long.

You may think you are defending FTP and other poker rooms, but in fact "don't blame the sites" is one of the most damning things you can say about FTP and online poker in general.

Saying FTP is 'not to blame' is another way of saying they aren't responsible. The same way a 4-year-old child is not responsible. As in FTP accepts $47000 bankrolls and then is not responsible for what happens next.

No one wants to trust significant sums of money to a business that isn't responsible. FTP suspended OP's account and FTP must be responsible for their actions. Otherwise they aren't a real business.

PS: Let me be clear that I have no opinion about OP's problem. I don't know why FTP suspended her account or why it is taking so long to resolve. I'm just tired of the 'dog-ate-my-homework' attitude constantly expressed by so many apologists for online poker. OP is the customer and FTP is the alleged responsible business holding her money. FTP needs to answer to her for its actions. It doesn't matter what her opponents did, what Gatorade said, how overworked their staff is, or anything else. FTP has frozen her money for a long time and they should have a legitimate reason. Otherwise they owe her an apology and compensation for all the trouble they caused her.

Good post. 11 days to investigate an account(s) is just too long and based on OP's regards for the lack of communication by FT, this just represents bad customer service. Sites have an obligation to ensure that players feel safe with leaving and putting money on the site.

No one is saying FTP is not responsible but 11 days simply isn't a long period of time. Plenty of real businesses take much longer then that to investigate possible fraud. Do you think an insurance company that suspects a claim of fraud would finish an investigation in 11 days?

True to some extent, but a player like OP who has stated that she has a long history of playing poker on FT for a good period of time deserves better service than this.

If you are a VIP on Stars, have Supernova status with about 1 billion FPPs, and a nice 5 digit bankroll kept there would it really be a good decision to lock this player out for 11+ days? It's not only bad service but ultimately a horrible business decision. You could lose the player and possibly more players if they no longer trust you with their money.

PS: If anyone has any other questions regarding CS issues, please post in this thread. Thanks

Questions about online poker site customer service?

Henry - these complaints come up at FT all the time.
They almost never come up at Stars.
Is it because Stars never investigates their players?
Or is it because when Stars sees a situation they actually communicate with the players and work hard to resolve the situation quickly due partly to realizing that they are being paid to do exactly that and also due to realizing that their customers who keep $47k on there deserve quick resolution.

FT can keep the player informed of what's happening. And if they have questions about a transfer or about a specific session they played or an accusation someone made against them you would THINK they would WANT to communicate with the player to actually get their explanation as to why such-and-such happened.

Again, this failure to communicate from a business that is holding $47k of money that is NOT THEIRS is completely inexcuseable.
Not that it would be appropriate if they were just holding $24.60 either...but with $47k on the line they should extra-aware that freezing it for that long can put an unnecessary burden on their customer.


It should also be noted that on previous occasions FT has given the "just be patient" line when actually being so kind as to respond to the e-mails they receive....then they say nothing...then they say, "we're taking all your money for inappropriate activities" or whatever and the customer STILL doesn't have any clue what it was they supposedly did.

I have no doubt that some of the people whose funds are frozen on FT are total scammers and CC-fraudsters, etc.
But it seems their system has too much potential to be an unnecessarily signfiicant burden on their completely innocent customers as may have been the case here.

LOL. Well, while that was just plain insulting and humiliating, this on the other hand is quite different. I have read the posts where they say "if you've done nothing wrong, then you shouldn't worry". that my friends is the whole problem. I've done nothing wrong, and yet they still have frozen my account, given me NO Explanation and have not even bothered to send me an e mail for 4 days now. hence this post. There will always be those who won't believe this but there will be a fair amount of you , especially those who know me , who will. It is not right that at any time a site can freeze your account, give you no reason why, and comminucate with you minimally.

tell me again why ppl play anywhere else but stars. and rakeback is not a good reason.

I've been on Fulltilt almost on a daily basis for well over a year.

Yes, I always play Hu mathces

No, I've had NO credit card deposits.

I did do a PtoP transfer but I've known the person for a very long time.

I did play a player I've never played before at 100/200 and he lost about 15 grand to me. He was horrible . He went on to a 200/400 Hu table and donked off the remaining 8 grand he had left. i don't recall his name.

TheComplainer?

How do you take a sucker for $15k and not remember their name?

I had my Stars account locked. I can't remember for how long but it was at least 2 weeks and maybe 3.

It wasn't till at least a week in that I finally was told what the investigation was about. A group of us that played at the local game would lend each other money and then settle up via Stars. One of them eventually committed some kind of charge-back fraud.

You have to remember that the site needs to deal with 3rd parties. So if the site is waiting on a decision from VISA the site can't do anything.

It sucks but I've had B&M banks do the same thing a couple of time simply because of making and withdrawing large cash amounts. No cheques just cash yet because of the quantities they locked my accounts. Twice it happened when I was away from home which really sucked.