Resolved Account Locked - And havent heard from support

[Chandima]

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]

some advice

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]

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]

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]

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]

Here's a link for the rep for Fortune Lounge which operates Poker Time https://www.casinomeister.com/forums/members/ 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]

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 !

 

[Tengil]

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) https://www.casinomeister.com/forums/members/ 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]

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]

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 ?

 

[Jasminebed]

Under the Contact Tab for the rep, pick Send Private Message.

 

[HadEnouth]

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

Don't claim you done it With pure innocence. The very fact you say it happened to your friend and he got a warning about it Should have been warning enouth to you not to do the same thing. If you did not remember your old account details, You should have contacted support. And if it was so innocent, Then why claim the bonus again, You know you not allowed it twice. If you opened the second account and never took the bonus, I might believed u it was innocent.

Casino should void all winnings, give your deposit back and give you the old account information to play there.

 

[Chandima]

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.

What do you mean the PAB will only give my deposit. I have put a PAB already. Was this a bad thing to do, I obviously want the winnings as I won to tourneys. And it was about 2000 dollars !

Please help me out here. Whats the next best action ?

 

[Tengil]

This isnt casino play and bonuses arent given upfront. You get a better deal by playing some smaller skins with 60% RB. So totally different situation than to claim two casino SUBs.

Prima= Microgaming

Bellerock= group similar to Fortune Lounge

 

[Jasminebed]

Also, many reps do not log on daily, but will receive a notification from the system if there is a new private email.

If you took a new player sign up bonus twice, you most probably are looking at having your deposit returned to your account and your winnings voided, but that would be up to the casino.

I hate to be cynical, but if your winnings were small, I think it's more likely they permit you to keep them than if it was a large sum.

It's important to read the Terms and Conditions in full every time you join. Then you would have known only one account per person/household.

Many of the complaints seen here at CM stem from people either not reading or not understanding the terms.

Pretty sure you will at least get your deposit back, so you won't be out-of-pocket, but it is always hugely disappointing for players to find out they have winnings voided.

 

[Chandima]

Don't claim you done it With pure innocence. The very fact you say it happened to your friend and he got a warning about it Should have been warning enouth to you not to do the same thing. If you did not remember your old account details, You should have contacted support. And if it was so innocent, Then why claim the bonus again, You know you not allowed it twice. If you opened the second account and never took the bonus, I might believed u it was innocent.

Casino should void all winnings, give your deposit back and give you the old account information to play there.

It happened after my incident happened. And fulltilt gave a warning and let it off ! I am more than happy to give back their bonus. As i did not receive any bonus till i played with my winnings. And i played only tournaments and nothing else !

So i dont understand why they should take my winnings ? Please help me out here instead of blasting me of my actions im in a situation where i need help not a good scolding !

But then again the only 20 dollars i got was on my deposit. I am more than willing to give that back !

 

[vinylweatherman]

What do you mean the PAB will only give my deposit. I have put a PAB already. Was this a bad thing to do, I obviously want the winnings as I won to tourneys. And it was about 2000 dollars !

Please help me out here. Whats the next best action ?

In that case you should have stopped posting about this, and let the PAB run it's course.

 

[Tengil]

Well I cant see any justification for them to void any winnings. A good poker room wouldnt do it.
Deducting the amount of the bonus he has cleared up to date is ok.

Edit: 666 posts:icon_twis

 

[Chandima]

Also, many reps do not log on daily, but will receive a notification from the system if there is a new private email.

If you took a new player sign up bonus twice, you most probably are looking at having your deposit returned to your account and your winnings voided, but that would be up to the casino.

I hate to be cynical, but if your winnings were small, I think it's more likely they permit you to keep them than if it was a large sum.

It's important to read the Terms and Conditions in full every time you join. Then you would have known only one account per person/household.

Many of the complaints seen here at CM stem from people either not reading or not understanding the terms.

Pretty sure you will at least get your deposit back, so you won't be out-of-pocket, but it is always hugely disappointing for players to find out they have winnings voided.

I'm willing to give their bonus back. As i didnt even request this bonus ? This is absurd. And i dont think i got a bonus last time. I actually lost out on the previous account about 1000 dollars or more and i stopped playing on pokertime cos i thought i wasnt running good.

I wasnt aware of such a rule. So shouldnt they give me a warning and deactivate one account.

Do you think this is possible. is there anyway that i can contact this investigations group and i can explain the situation to them !

 

[Chandima]

Well I cant see any justification for them to void any winnings. A good poker room wouldnt do it.
Deducting the amount of the bonus he has cleared up to date is ok.

Edit: 666 posts:icon_twis

As this gentleman says I am fine them deducting bonus. I didnt play with that bonus on most tourneys i played for. I won the two tourneys before i got the 20 dollar bonus. Hell they can even reduce 100 i dont care.

Like he said a good site shouldnt do it. And like i mentioned before my friend was given a warning and let him take his winnings.

If i have cheated then its a different matter altogether dont u think ? which i havent !

 

[Chandima]

Should i contact the prima representive and tell him about the bonus matter you guys spoke about ?

 

[HadEnouth]

if you won this money using your deposit and not any of the bonus, You might get away with keeping your winnings, all depends on the T&C's and the good will of the poker site.

 

[Chandima]

In that case you should have stopped posting about this, and let the PAB run it's course.

Well im obviously worried when i have so much money in the account. Please let me know the next best action so that im not negatively affected !

 

[Chandima]

if you won this money using your deposit and not any of the bonus, You might get away with keeping your winnings, all depends on the T&C's and the good will of the poker site.

Should i tell the prima rep about my bonus issue u guys mentioned ?

 

[vinylweatherman]

Well im obviously worried when i have so much money in the account. Please let me know the next best action so that im not negatively affected !

The problem with continuing to post is that your PAB may get "canned", and not dealt with. You would then have to follow other options, some of which have been outlined to you.

It will be Max that decides whether to proceed with the PAB or not. Each new post from you makes it LESS likely that Max will take on the PAB.

 

[Tengil]

You should firstly calm down. Then PM the reps, both funnymunny and Wim (or Cobus) fully explaining your situation and give them at least a few days to come back to you.

Patience is whats needed now. Then if you arent satisfied you should contact maxd and ask if its still possible to continue with your PAB. As others have advised you should avoid to post more on this issue.

 

[Chandima]

The problem with continuing to post is that your PAB may get "canned", and not dealt with. You would then have to follow other options, some of which have been outlined to you.

It will be Max that decides whether to proceed with the PAB or not. Each new post from you makes it LESS likely that Max will take on the PAB.

This is the only post i have made. With the PAB and i have also contacted fortune lounge as one of the members here said that he is very helpful too..

And i also mentioned that there has been no colluding and i am more than willing to pay out the bonus back to them to prove my innocence.

And i also won these tourneys before the bonus was paid out !

What do you think the most likely outcome will be.. I was not too worried before when my friends funds were released today but then when i read the posts of the members here im getting worried now.

How can i prove my innocence ?

 

[Chandima]

You should firstly calm down. Then PM the reps, both funnymunny and Wim (or Cobus) fully explaining your situation and give them at least a few days to come back to you.

Patience is whats needed now. Then if you arent satisfied you should contact maxd and ask if its still possible to continue with your PAB. As others have advised you should avoid to post more on this issue.

Thanks alot for the support !

 

[vinylweatherman]

This is the only post i have made. With the PAB and i have also contacted fortune lounge as one of the members here said that he is very helpful too..

And i also mentioned that there has been no colluding and i am more than willing to pay out the bonus back to them to prove my innocence.

And i also won these tourneys before the bonus was paid out !

What do you think the most likely outcome will be.. I was not too worried before when my friends funds were released today but then when i read the posts of the members here im getting worried now.

How can i prove my innocence ?

Stop digging, and wait for a ladder

 

[Chandima]

Stop digging, and wait for a ladder

Hehe ok If u were in my situation wont you be slightly worried after 4 days with out a reply

Sorry for the trouble but thanks for the support. I will tell you the outcome !

 

[jod5413]

I am amazed at the patience of some of our older members, amazed and thankful. I may someday screw up and need help and hopefully would not be so obtuse to suggestions like they have given you.

Like all these good people have told you, Chandima, you need to zip it (your mouth) and learn patience. That would probably give you the best chance at a good outcome.

Good Luck!

 

[Jasminebed]

Of course we would be worried in your shoes. If you read the PAB form, you would see that the first step would be to contact the rep and wait a reasonable amount of time for their response. Mere hours is not a reasonable amount of time.

Part of the 4 days you spoke of were weekend.

And you've made multiple posts, but only one thread.

I'm sorry if I came across as "scolding". I'm rooting for you, truly I am.

Give the rep time to get back to you, and the poker room some time to investigate. They may be examining your account a little more closely given the duplicate accounts to make sure no other irregularities are there. Please understand that I'm not saying there are, only that such situations create closer scrutiny.

And take a deep breath and please try to be patient. A good point is that the poker site has not yet voided your winnings, merely locked your account while they conduct their investigation.

 

[Chandima]

Of course we would be worried in your shoes. If you read the PAB form, you would see that the first step would be to contact the rep and wait a reasonable amount of time for their response. Mere hours is not a reasonable amount of time.

Part of the 4 days you spoke of were weekend.

And you've made multiple posts, but only one thread.

I'm sorry if I came across as "scolding". I'm rooting for you, truly I am.

Give the rep time to get back to you, and the poker room some time to investigate. They may be examining your account a little more closely given the duplicate accounts to make sure no other irregularities are there. Please understand that I'm not saying there are, only that such situations create closer scrutiny.

And take a deep breath and please try to be patient. A good point is that the poker site has not yet voided your winnings, merely locked your account while they conduct their investigation.

Thanks alot mate. Sorry if i came out as being impatient. i only created one post and PM'd a couple of affiliates including writing a PAB.

Thanks for all the advise given to me here. I will let you know what happens. Hopefully i can prove my innocence and go on playing. But im happy to see a site like this with this much help !

 

[Chandima]

I am amazed at the patience of some of our older members, amazed and thankful. I may someday screw up and need help and hopefully would not be so obtuse to suggestions like they have given you.

Like all these good people have told you, Chandima, you need to zip it (your mouth) and learn patience. That would probably give you the best chance at a good outcome.

Good Luck!

As i said above. Sorry for the impatience and i'm very happy to see a site like this for all the help. Thanks once again !

I will let you know what the outcome is hopefully they wont void the winnings.

The best outcome for me is im happy to give back the bonus deactivate the old account and keep playing with the winnigs on the new one.

Thanks

 

[Chandima]

Also for all members here. I'm sorry if i came out obtuse for all the advise given to me by you. That was not my intention.

Lets wait and see like you said.

 

[Chandima]

I still havent heard from them nor the guys from here the fortunelounge guy wim ! Please advise !

 

[maxd]

The problem with continuing to post is that your PAB may get "canned", and not dealt with. You would then have to follow other options, some of which have been outlined to you.

It will be Max that decides whether to proceed with the PAB or not. Each new post from you makes it LESS likely that Max will take on the PAB.

Quite so, as detailed in the Pitch-A-Bitch FAQ, specifically here.

 

[Chandima]

Quite so, as detailed in the Pitch-A-Bitch FAQ, specifically here.

Yes so now my PAB is not gonna go ahead is it ?

 

[Chandima]

As in I had no idea how to contact you max. but yes i will keep quiet till i hear from you obviously as you can see my last post was last wednesday ! Please inform me what will happen. I am not intending to give this public notice. My only intention is to get my account unlocked and continue playing.

And fortuneloungue (WIM) hasnt been online sinice the 7th!

 

[maxd]

Yes so now my PAB is not gonna go ahead is it ?

Your PAB has been accepted, I sent you an email describing the procedure, and I've received an initial response from the casino which we will discuss further. It's a work in progress.

 

[Chandima]

Your PAB has been accepted, I sent you an email describing the procedure, and I've received an initial response from the casino which we will discuss further. It's a work in progress.

Will wait for ur reply. Thanks maxd ! in the meantime im in touch with pokertime support too !

 

[gloria460]

It happened after my incident happened. And fulltilt gave a warning and let it off ! I am more than happy to give back their bonus. As i did not receive any bonus till i played with my winnings. And i played only tournaments and nothing else !

So i dont understand why they should take my winnings ? Please help me out here instead of blasting me of my actions im in a situation where i need help not a good scolding ! But then again the only 20 dollars i got was on my deposit. I am more than willing to give that back !

You sound so sincere and I had to reply after that. I do feel for ya and hope you get your money back.

 

[Chandima]

Hi guys

The problem was solved. And i was paid out the total amount. Which was a good thing.

But i would like to mention it was abit weird because after they unlocked the account i asked them as to why they locked it. They said there was a link btw another account. But then suppport said they cant give any more info.

I am now scared to play on the site due to the reason that if i win and they dont pay out that will be annoying. What should i do ?

My question is why didnt they give me a reason and why did they suddenly lock the account and then unlock it suddenly ? I mean shouldnt these guys provide this info to the players. They shouldnt have the discretion to lock accounts and not give reasons.

I mean ofcourse player security is important but still ?

Anyways guys thanks and let me knnow what you think of this. ! I'm happy i got my money !

 

[Jasminebed]

I think the casino has conducted whatever investigation it felt necessary and found your play satisfactory. The duplicate accounts were most probably the reason your account was locked down for investigation.

If they had no proof, but doubts, you probably would have been paid, but your account would have been closed.

It's been a relatively short length of time to resolve it (I'm sure it felt long to you).

Glad you got your money. I think you are probably good to go, but of course that decision is ultimately yours.

 

[Tengil]

Change network. Whatever it was Pokertime or MG/Prima that initially locked you out avoid them in future.

The network has a horrible reputation among poker players for a reason.

 

[vinylweatherman]

Hi guys

The problem was solved. And i was paid out the total amount. Which was a good thing.

But i would like to mention it was abit weird because after they unlocked the account i asked them as to why they locked it. They said there was a link btw another account. But then suppport said they cant give any more info.
I am now scared to play on the site due to the reason that if i win and they dont pay out that will be annoying. What should i do ?

My question is why didnt they give me a reason and why did they suddenly lock the account and then unlock it suddenly ? I mean shouldnt these guys provide this info to the players. They shouldnt have the discretion to lock accounts and not give reasons.

I mean ofcourse player security is important but still ?

Anyways guys thanks and let me knnow what you think of this. ! I'm happy i got my money !

That's because they STILL have doubts about your innocence. They probably feel they "nearly" busted you, but didn't have enough evidence to prove it, so they paid THIS TIME.

Since you still don't know what the problem is, you CANNOT ensure it will not get you again, making you go through the pain of ANOTHER investigation because of this link.

Other posters have told stories that prove you are most certainly NOT "good to go" just because you have passed verification, or one investigation. They check all the time, and even players that have played OK for YEARS suddenly find they have been accused of fraud. The casino/poker argument is that the player was so good at it that they managed to escape being caught out for years, NOT that they are innocent and the evidence is a mistake.

Players are NEVER NEVER trusted no matter how long they play, verification is a continuous process, and at any time a fresh piece of evidence can surface that places a player under the spotlight.

The scope for mistakes is high, mostly because of the nature of the internet and how "links" are made. It is more of an art, rather than hard science. It's like the experienced police officer who just gets that feeling that "this isn't right", and goes on to investigate what on the surface looks completely innocent, and finds some criminals at work.