Online Poker Forum at Full Tilt Poker

lonestar_dan · High Card Joined: 16 Sep 2005 Posts: 2

hey everyone. i'm having a bit of a problem with my account, and was hoping maybe someone could provide me with some insight, considering the support team at FTP refuses to reply to my emails. here's my situation.

about 4 weeks ago, i created a second account on FTP and closed my original one. i didn't think that this was a problem, b/c on a few other sites i have multiple accounts. so, i transferred my funds into the new account, and sent FTP an email to close the old one, which they did. i was able to play for about 3-4 days, when all of a sudden my account was inaccessible. at the time my account balance was (and still should be) about $600. now it has been 4 weeks, and i've still not received a reply from FTP about the status of my account and the funds. i am curious if anyone has ever experienced this kind of problem, and ultimately how it was resolved. should i just keep waiting to hear back from the FTP support, and if so how long can i expect to wait? and can they legally seize the funds that i have in my account with no reason at all?? personally i think its a bit lame that i've been treated in this manner all b/c i made an honest mistake. i even explained to them what happened, and all i get is an email stating that they are looking into the status of the account, please be patient. if anyone could provide any insight, i would greatly appreciate it. thanks.

impatiently waiting,

Dano

BOYNAMEDSUE · Posted: Mon Sep 19, 2005 5:37 pm Post subject:

Hey Dano,

I've also had multiple accounts on FTP, but never any problems with supportt. When I made a withdrawal request last week I was informed of my other accounts, the balances were credited to my current account, and they were closed. No hassle.

I think, maybe, I didn't receive any flack because when I opened a new account, I stopped using the previous account all together. There was nothing suspicious going on.

I think there might be something more to your problems with support, than just having more than 1 account.

I'd email them again.

lonestar_dan · High Card Joined: 16 Sep 2005 Posts: 2

thanks for the response BOYNAMEDSUE. still, i don't understand what the problem is b/c my original account was closed all together within 2-3 hours of opening the 2nd one. i've emailed FTP support many many times (atleast 20 times over the last 4 weeks!!) and i've even emailed TilterDoug about the matter, and now i get no response at all. its really quite frustrating b/c i don't believe that i've done anything wrong. i'm an honest person/player and would never try to cheat anyone out of anything. the only thing i can think of is that they are investigating my count for one reason or another, and that they will get back to me when they are done reviewing it. but come on, 4 weeks now!! that seems a bit ridiculous.

impatiently waiting,

Dano

TilterDoug · Site Admin Joined: 25 Jul 2005 Posts: 297

Hi Dan,

I just saw your post, and people are taking a look at your account now. They should get in touch with you via e-mail.

Also to clear up some confusion on the forum, I am not in our customer support division. I don't personally have access to the tools to do things like re-opening accounts, un-banning chat, etc.

Doug@FullTiltPoker.com is not my regular e-mail address, I just set it up to take care of a few issues. (Though I do need to start checking it daily as it looks like I am getting e-mail there). I usually just forward those e-mails to Support and tell them about the various issues,

Just this week, our customer support department went through an office move, which included many new hires, and they really seem to be clicking. You may have noticed a delay in cashouts and e-mail processing during the move, but they have really caught up fast.

Moral of the story, e-mailing support is your best option now that they have the resources to quickly handle things, and posting to the forums (and e-mailing me) should be the last resort. (Note: This is nothing against lonestar_Dan, as it looks like he followed this procedure perfectly)

I predict that one year down the road, Full Tilt will have the reputation as the best support in the industry.

maxinlv · High Card Joined: 11 Sep 2005 Posts: 17

With all due respect Dan, customer service needs a lot of work just to become acceptable, much less "the best in the business". I've still yet to hear a peep from customer service concerning the on-line theft of almost $400 from my account. It's been 10 days (see my previous post under the title "on-line theft").

nohandnodraw · Four of a Kind Joined: 19 Oct 2005 Posts: 338

I understand why Full Tilt and a lot of other poker sites have a no multiple accounts policy and totally respect that. However, it seems that the multiple account issue is one problem that many people are running into. I honestly believe that many of the players online are honest and only create multiple accounts because they are either tired of their current screenname or have multiple screennames to, sort of, have different online IDs. This is understandable, since so many are accustomed to doing the same with their online service providers (AOL, for example). Of course, many of you have been conscientious enough to contact support to close accounts(screennames) that you no longer use, but many people will simply to forget to do this. I know that I am prone to the latter and am in the process of contacting support to make sure that I do not have another account floating around in the Full Tilt system. I sort of feel like an idiot explaining to support that I don't remember (now, I know I must be getting old! LOL)whether or not the name you see now is the one I initially set up... but, when I first started playing here, I was just play chipping and never thought I would actually enjoy playing online as much as I do now... so I never thought too much about it. I am sure that many other players are in the same boat. With all of that said, it seems that Full Tilt could consider letting people have multiple accounts, but only letting them login with a single account at any given time (e.g.:AOL, for example, allows this); letting people establish dummy play chip accounts that automatically expire after a certain number of months of inactivity; letting people see and close accounts upon first establishing a cash account, which would certainly save some people grief prior to their first withdrawel. But... just suggestions... your mileage may vary! (' Wink

')

bbwvixen · High Card Joined: 06 Nov 2005 Posts: 19

The rules CLEARY state no double accounts, if you can't read the rules then thats YOUR problem!
Why shoud support do anything for dumbasses?

gsteck · High Card Joined: 20 Dec 2005 Posts: 5

thats complete ****. They have no reason to take anyones money unless they have proof of colusion. Isnt it funny that they close the account after you make money. they should have a system that wont allow two names under the same address.

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