Hollywood Poker Problem

[Robertbruce2]

Firstly I joined Hollywood poker on Wed 5/30/2007 and played , won , lost , deposited and withdrew all without problems until the 5th of June this year.

On that day I went to log in as usual and found a pop-up saying my account was blocked and that I should contact HW support , here is a transcript of my chat with support.

Welcome to Hollywood Poker's Customer Service. Please wait while we find an agent to assist you...
You have been connected to Terrence.
Terrence: Hi robertbruce2! How may I help you?
robertbruce2: I cant login to the poker games
Terrence: Was there any error message?
robertbruce2: "Could not connect to server , The account has been blocked"
Terrence: Did you enter your username and password correctly?
robertbruce2: Yes , its saved and the same as I used to get here
Terrence: Please bear with me a few moments while I look into this matter.
Terrence: Your account has been blocked due to chargeback.
robertbruce2: what is chargeback ?
Terrence: This issue can be resolved by contacting your credit card issuer and/or NETELLER, and/or MoneyBookers, and/or Click2Pay and/or ClickAndBuy which ever applicable to your poker accounts under OnGame and resolving the chargebacks with them
robertbruce2: I have not instigated any chargeback with my bank (I use visa debit) , I just looked up the definition of Chargeback
Terrence: It could be from another gaming sites under the same Ongamenetwork.
robertbruce2: hmm , The only poker sites I play on are Hollywood , Party Poker and Full Tilt Poker
Terrence: Here is the link for your reference to ongamenetwork's sites.
Terrence: http://www.ongamenetwork.com/partners
Terrence: Also if its not your Visa debit card, you may check with your Neteller that you have used to make a deposit transaction before.
robertbruce2: As I said I dont use any of those
robertbruce2: The visa Card IS mine , same name and address is on it
robertbruce2: What I do see often when I make a withdrawl , the funds go to my bank , then the transaction gets reversed , then credited again the next day , I have no control over this and I just presume its something between aquapay and my bank
robertbruce2: However I say again , I have never issued a chargeback to Hollywood or any other gaming site
Terrence: Not to worry, there will be an email sent to us shortly to you. There will be guides and steps to be taken.
Terrence: Also you may check with your card issuer or your Neteller service provider.
robertbruce2: hmm ok , all sems a bit strange
Terrence: Can I confirm your email address please?
robertbruce2: email address typed here
Terrence: Alright, it is the same as the one in your HollywoodPoker account.
robertbruce2: yes
Terrence: Alright, our email will be sent to you within moments. If there is any query about it you may reply us in that email or come into our LiveHelp again.
robertbruce2: OK thank you
Terrence: Sorry for any inconvenience caused during this time

Then I recieved this email

Hi RobertBruce2,

Thank you for contacting HollywoodPoker support.

We are notifying you to inform you that your account has been blocked due to links to chargebacks we had received from your poker accounts under our poker network: OnGame. For this reason, we would appreciate your assistance in resolving this issue.

This issue can be resolved by contacting your credit card issuer and/or NETELLER, and/or MoneyBookers, and/or Click2Pay and/or ClickAndBuy which ever applicable to your poker accounts under OnGame and resolving the chargebacks with them. Also, as per our Live Help conversation on the matter, you have confirm that you do not have any account with other OnGame poker skins, we would suggest that you check your NETELLER account to see if there is any chargeback.

Once this is done, please contact us and we can then proceed with the unblocking of your HollywoodPoker account.

We would also need these documents to verify your account.

1. a clear color and VALID copy of government issued ID such as (in order of importance) passport, identity card, or driver's license,

2. a copy of an UPDATED utilities bill (water, electricity, telephone or whatever documents that bear your (family member, house mate) name and address) to confirm your address. The address in the bill must be the same as your HollywoodPoker account address.

For the list of poker skins under OnGame, kindly visit the following URL:

http://www.ongamenetwork.com/partners


Should you have any further queries, do not hesitate to contact us.


Regards,
Terrence

So I sent this reply with MY ID documents attached

Please find attached the documents you requested

======================

I have contacted my bank who issue my visa debit card used with Hollywood poker , they do seem to accept credit from aquapay , then reverse it , then re-accept it 1-2 days later , They inform me you may be sending my withdrawals using details from a previous card issued by them , that previous card was cancelled by my bank when it became inoperative due to a technical problem , they reissued me a new card in Janurary 2008 and tell me you are probably using details from my old card , this may be the reason for the chargebacks. If you can allow me acces to my account I can update the card details.



=========================================

Neteller have never issued chargebacks to any institution for my account with them



My live chat with Neteller

They Reply

Hi RobertBruce2,

Thank you for contacting HollywoodPoker support.

With regards to your email, we will now forward your explanation on the matter of chargeback and your documents to the relevant department to be checked and verified. Once this has been done we will get back to you by email on the updates on your account. Please bear with us for the time being.

Also, we would like to confirm if your faulty credit card that had been canceled was ending with four digits **** 6922. Kindly also provide us the last four digits of your new card. We would like to confirm the exact card which has been used on your HollywoodPoker account.

We apologies for any inconvenience caused during this period. Your kind patience and understanding is appreciated.

Should you have any further queries, do not hesitate to contact us.


Regards,
Terrence

Customer Loyalty Specialist

My Reply

Faulty card was indeed 6922

Replacement card ends in 8705

Then I get this

Hi RobertBruce2,

Thank you for contacting HollywoodPoker support.

This is a follow up in regards to your blocked account. We have received an update from the relevant team in regards to your account, and they have decided to allow you to cash out the funds you have in your account at this moment. Once this cash out has been requested from your side, we will proceed to block your account permanently.

Please be advised that you will only be able to log in to request for a cash out, and will not be able to perform any other action on your HollywoodPoker account.

Should you have any further queries, do not hesitate to contact us.


Regards,
Sheena

Customer Loyalty Specialist

So I get back to live support as I cant log In to my account to withdraw

Welcome to Hollywood Poker's Customer Service. Please wait while we find an agent to assist you...
You have been connected to Gerard.
Gerard: Hi RobertBruce2! How may I help you?
RobertBruce2: Ok after 2 days of communicating via email I am fed up with Hollywood poker
RobertBruce2: first account is blocked
RobertBruce2: then im told to send docs ,which I do
RobertBruce2: then Im told i can cash out ,but i cant
RobertBruce2: Please contact customer support at support@hollywoodpoker.com and let them know you received the error number printed below:
-1102
Gerard: As I can see from my end that your account is activated. One moment please while I check your cash out status
RobertBruce2: It wont let me make a cash out
Gerard: One moment please while I check on this
Gerard: You tried to cash out $280 using your Visa credit card right
Gerard: ?
RobertBruce2: no , thats cleared
RobertBruce2: Im trying to cash out $361 , remainder of my account
Gerard: I am still working on your cash out status. Please give me another minute. Thanks!
Gerard: Could you try and cash out now
Gerard: There should not be a problem cashing out now
RobertBruce2: ok ,seems good now
Gerard: Glad to hear that
RobertBruce2: Maybe you could tell me why all this has happened
Gerard: This is due to the internal error we was facing in our site just a an hour ago.
Gerard: We sincerely apologise for the inconveniences caused,.
RobertBruce2: I mean tell me why Hollywood has banned me from their site
Gerard: You are not banned Robert, you are able to play at Hollywoodpoker.
RobertBruce2: no im not
Gerard: Yes
RobertBruce2: i was told in email I could cash out and then my account would be closed permanetly
Gerard: You are able to play on our site now
Gerard: I apologise but yes, your account will be close permantly once your cash out transaction is successful. I apologise on the information given earlier.
RobertBruce2: ok , but why ?
Gerard: According to our risk team, your account is strongly link with fraudulent accounts.
Gerard: We have already send you an e-mail in regards of this issue
RobertBruce2: yep and it went into as much detail as you , ok I will play elsewhere
Gerard: We sincerely apologise for the inconveniences caused.
Gerard: Is there anything more that I can do for you at this time?
RobertBruce2: no , you dont otherwise I would not be banned
RobertBruce2: You cannot in one post call me a fraud and in the next say sorry
Gerard: Okay
Gerard: Is there anything more that I can do for you at this time?
RobertBruce2: yes , reinstate my account
Gerard: I apologise but I am in no position to do thjat
Gerard: *that
RobertBruce2: ok , tell me which accounts i am linked with
Gerard: I apologise but I do not have that information.
RobertBruce2: ok , then go watch some TV or go for a walk

Now I get this

Hi,

Thank you for contacting HollywoodPoker support.

We have been experiencing technical issues in processing your funds and will resort to manually transfer your funds to your existing neteller account.
For security purposes, please confirm your Neteller account number and we will forward to the relevant department for further processing. My sincere apologies for the inconvenience caused.

Should you have any further queries, do not hesitate to contact us.


Regards,
Edward

Customer Loyalty Specialist

So Ive sent the account number for Neteller.


My reason for posting all this :

They (Hollywood Poker) will not give me an explaination as to why my account is blocked , I have NEVER instigated any chargeback nor am I connected with any other players. They say they have explained in email , but I have posted all their mails here so you can see they have not told me why I am banned.

[lots0]

Amazing... Simply Amazing.

Your better off playing somewhere else anyway, Hollywood Poker is a low class operation and has been for quite some time.

[GaryWatson]

My account was closed the last time I checked. Dont know why, dont really care. Its saves me paying their staff wages from my rake.

The staff are too busy playing power trips and massaging their online ego's to do any real work.

Being based in the UK means you have more options open to you. I suggest you use them.

It's not too difficult to find a reputable site if you are in the UK, just go with some of the major bookmakers. I will guarantee the customer service will be far better. The staff are more professional and you are less likely to have problems.

[jolub]

I wish PokerEon would have banned me. Instead, they just kept my deposit and winnings and won't answer my emails concerning the status of my withdrawal request. I also wish USDbet and the first and second G2G would have also banned me and honored my withdrawal request. As it was they both just kept my deposits.

CasinoSpot banned me because I made a negative post about them being an Igaming site and I had a nasty email exchange with their manager. They also kept my winnings. So, the only thing I can say is, "be happy you got your money and forget about that site." There are worst things than being banned like having your deposit stolen by the site.

Currently, I'm trying to contact one of the site represenatives, owner, here who is not answering my emails or PMs concerning the $150.00 plus he stole from my account. I did carbon copy Casinomeister on these PMs.