Account Locked - And havent heard from support

**Chandima** · 14th December 2010, 01:41 PM

I was notified on the 10th of December 2010 thats last friday that my account has been locked and that they needed verification documents. And i sent the documents immediately to them. And they havent got back to me till today and Its the 14th December.

The poker room is - pokertime on microgaming network. The support when i called said that its due to the fact that i have two accounts under the same household.

And i admitted the fact that i had an account two years back when i was playing on the site and i recently opened a new account due to the fact that i didnt remember any credentials from the previous account and i just started playing on pokertime again last week. So in my innocence i told them that these accounts were never played at the same time hence there was no chip dumping or colluding from each other at any given point. Actually i havent even logged into the previous account for more than a year.

Can one of the members here or casino advisers here let me know whats gonna happen. As i have money in the account too.

My Alias is - Chandima

Thanks

**PlexRep** · 14th December 2010, 05:11 PM

Hi Chandima,

Are you saying that your old account still had funds? If so the wise play would have been to re-activate that and not open a new account. I hope this does not become an expensive lesson for you.

regarding your newer account - Did you claim any type of welcome bonus when re-registering? if you did this may constitute bonus abuse which casinos and poker rooms frown upon.

Lastly, if you sent the documents on the 10th (friday) and have not heard back yet I would not worry too much. It's possible that they were not reviewing docs over the weekend meaning they only had yesterday and most of today. Personally I would give them another day or two to respond (but then I'm a very patient individual).

Hope this all gets sorted for you.

**Chandima** · 14th December 2010, 10:52 PM

No i have money in my new account. And i did claim deposit bonus which was free which was of 20 dollars which im happy to give back by all means !

So you are saying i should wait for two more days and see. But im worried about whats gonna happen to my new account where i have money

**Jasminebed** · 14th December 2010, 11:02 PM

Chandima, I suspect if you took a no deposit bonus and took a bonus on previous account, your winnings will be voided. If it was a match bonus on a deposit, you may have a better case, and should at least get your deposit back.

Although such advice is not helpful after the fact, if you know you had a previous account, contact support before playing to have your old account reactivated, including resetting your password if necessary.

While this advice may not help you, it might help other players to avoid such problems.

BTW, years ago I joined MG poker, but only played for free and never made a deposit. When I decided to play a bit a couple of years ago, I couldn't access my old account, and since I'd never made a deposit I was permitted to deposit and claim a bonus. But again, I asked first, and kept a copy of the chat transcript.

I'm not sure what casino you joined through recently or previously, but if they have a rep here at Casinomeister, I suggest you contact the rep to see if they may help. You can find a complete list in the I-Gaming Forum Reps tab up top.

**Chandima** · 14th December 2010, 11:07 PM

I did not take a no deposit bonus ! This was a bonus i took with a deposit. I deposited on both accounts.

But why should my winnings be voided if i didnt collude or did no chip dumping or any other form of cheating. I was just not aware of this rule and i went into opening a new account. With pure innocence.

The same thing happened to my friend on fulltilt and they gave a warning and let it off ! cos he didnt know too !

I played at pokertime.eu thats a microgaming network. Please tell me a way to get my winngs back ? cos i have not cheated !

**Jasminebed** · 14th December 2010, 11:16 PM

Here's a link for the rep for Fortune Lounge which operates Poker Time http://www.casinomeister.com/forums/...unelounge.html Make sure you send him a private message and include your details. Don't post your account info in Visitor messages, they are not private.

Wim is a pretty good rep and responds quickly to player issues.

I wish you luck. I really must ask now if your friend did it and had a problem, why did you not avoid such a problem yourself? Actually, don't bother answering that one here, I'd leave further postings until you've talked with the rep and given him a chance to address your issue. Allow a reasonable length of time for him to respond (I'd say a week).

If you don't get the response you are hoping for, there is a PAB (Pitch-A-Bitch) process which provides mediation for players.

**Chandima** · 14th December 2010, 11:19 PM

NO he got the message at about the same time. Because he was playing on fulltilt and when he went to withdraw today they made a fuss and then they warned him and de-activated one account and released the winnings too.

If i was aware of the matter i wouldnt have done so by all means. Because obviously we all play to win.

I did message Wim the VP operations. Hope he can help !

**spiderlegz** · 14th December 2010, 11:20 PM

Its most likely the networks decision to lock your account even if Pokertime has some own tables (at least they used to).

The best solution would be to contact the Bellerock rep (they also have some share in Pokertime) http://www.casinomeister.com/forums/members/cobus.html and the Prima rep. Saw that you spotted the Prima rep already, try sending a PM instead of posting a visitor message.

Dont personally think that you should be negatively affected. But with Prima you never know. Also Pokertime has a rep at 2+2, Pieter_S

**vinylweatherman** · 14th December 2010, 11:21 PM

Originally Posted by Chandima

I did not take a no deposit bonus ! This was a bonus i took with a deposit. I deposited on both accounts.
But why should my winnings be voided if i didnt collude or did no chip dumping or any other form of cheating. I was just not aware of this rule and i went into opening a new account. With pure innocence.

The same thing happened to my friend on fulltilt and they gave a warning and let it off ! cos he didnt know too !

I played at pokertime.eu thats a microgaming network. Please tell me a way to get my winngs back ? cos i have not cheated !

The problem is that you took a "new player bonus" on the second account, but were NOT a new player. This would be classed as "bonus abuse", but if they believed this was INTENTIONAL on your part in order to claim a second welcome bonus, they will class it as fraud.

The best outcome is likely to be a removal of the bonus, and merger of accounts into one. Winnings may also be voided and the account set back to your deposit alone. The worst outcome is a charge of fraud, this would get you banned from the MGS poker network.

If you get to keep the winnings, think yourself lucky. A PAB on this would very likely only get your deposit returned, since reputable casinos deal with matters such as this by "voiding play", leading you to be left with your initial deposit.

Poker is a bit more complicated, since you play against other players, rather than the house.

**Chandima** · 14th December 2010, 11:24 PM

What is prima and what is bellerock ?

I dont get it ? I thought the investigations are done by fortune lounge group. And i messaged Wim as mentioned earlier.

And also how do you PM instead of posting on their message board ?