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Let's call a spade a spade. No other business in the world would be allowed to behave like this.
1. You are an insurance company. Your policyholder is demanding payment for a warehouse that burned down. It sure looks like arson and the owner is the prime suspect, but it's messy and you can't be sure. Do you:
A. Pay the policyholder "his money" for the loss of his warehouse.
B. Refuse to pay while your arson expert does a careful investigation.
2. You are a bank. A customer deposits a very large check drawn on another account at your bank. Now the customer wants to withdraw the money. Your signature expert says the check looks like a forgery but maybe it isn't. Do you:
A. Allow your customer to withdraw "his money".
B. Refuse to allow the withdrawal until you can contact the person who supposedly wrote the check, even though he is on vacation overseas and cannot be reached for several weeks.
3. You are a homeowner. You hire a contractor to do major work on your house. The work is done and he is demanding final payment. Unfortunately you strongly suspect that instead of hiring an electrician, he had his untrained and unlicensed son rewire your kitchen. Do you:
A. Pay the contractor "his money".
B. Refuse to pay until you hire an inspector to review the electrical work.
4. You are an online poker room. A customer wants to cash out. You are currently investigating apparent credit card fraud involving many tens of thousands of dollars in losses and dozens of player accounts doing multilevel chip dumps. It appears that much of the tainted funds were dumped to the player in a very suspicious headsup cash game. Do you:
A. Pay the player "his money"?
B. Freeze the account while conduct a painstaking investigation of all the money flows to sort out the guilty from the innocent bystanders. An important part of the effort is allowing plenty of time for the real card holders to discover and dispute all the fraudulent charges.
You say no other business in the world would behave like this!? Quite the contrary, almost no one makes a habit of promptly paying large sums of money to someone who seems to be cheating them.
Do I blame FTP for bad service and lack of communication? Absolutely. It's terrible and they do it over-and-over.
Do I blame FTP for freezing accounts while they investigate allegations of major wrongdoing? Of course not! Quite the contrary I expect them to diligently investigate fraud and cheating. I want honest games to play in. Furthermore if FTP allows themselves to be stolen blind then soon they will be bankrupt and then no one gets their money back.