Roguish Player banned at PokerTime without explanation

[SlotMonster]

Hello,

I'm writing for the person who was banned at PokerTime. He asked me to help because he doesn't know English well. As per request he could register here and confirm the information I'm going to share.

He has registered at PokerTime, made a $200 deposit through moneybookers (October, 23rd) and received a $200 bonus (opening offer -

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). He mostly played SNG 2,5+0,5 and DON tourneys.

After he has completed the WR, he tried to withdraw his funds, but found his account locked. No explanation was given to him and no email was sent to "clear" the situation.

He contacted Live Support and they told him that "for security reasons" they can't tell him why he was banned. I think that such behaviour is inacceptable and the player should be given an explanation, why he was banned and how to fix it.

I will notify MG reps about this thread and could provide player's accout details as per request.

SlotMonster.

 

[SlotMonster]

I also would like to know who I should contact first. Thanks!

 

[maxd]

Check your PMs, I've offered my suggestions there.

 

[fortunelounge]

Hi SlotMonster

Please send me the player's account number then I will look into it.

As dealt with in the casino forum before, we do not supply reasons for locking accounts unless we are sure it will not compromise our fraud detection methods.

Regards

Wim
VP Operations
Fortune Lounge Group

 

[SlotMonster]

Wim,

I sent you PM. Please check your mailbox.

 

[fortunelounge]

We investigated this issue and it was found that the player is linked to two other players, all playing on the same PC.

There are also more similarities that prompted us to suspend the accounts of all three "players". Unfortunately strict rules are followed with Poker accounts due to the possibility of chip dumping and collusion.

SlotMonster has been informed via PM of the result of the investigation.

Regards

Wim
VP Operations
Fortune Lounge Group.

 

[SlotMonster]

Thank you for your very quick reply, Wim!
And thanks Max for your help. I will inform the player about results of your investigation.

 

[Schoma]

We investigated this issue and it was found that the player is linked to two other players, all playing on the same PC.

There are also more similarities that prompted us to suspend the accounts of all three "players". Unfortunately strict rules are followed with Poker accounts due to the possibility of chip dumping and collusion.

SlotMonster has been informed via PM of the result of the investigation.

Regards

Wim
VP Operations
Fortune Lounge Group.

It's in my request slotmonster written complaint. I want to clarify and explain what happened. I advised one of the players the poker room Poketime register an account and start playing there. I registered an account with a home desktop computer and a usb modem (mobile internet) went into the poker client. e same way I have access to the Internet through another computer (laptop). Through him I was playing in your room Pokertime. Both computers are my property. What's the problem. If I have a broken computer, I will lose my money on his account of the fact that I will have a different IP? And then I want to clarify the chip dumping and collusion. This could be because the same table with the players I have not met. I know both players personally, but no team play, and there can not be, because they just did not play at one time when I played. Moreover at the time these players have zero accounts. As I said, a player under the name nodeposit202 he withdrew money washing off of the reload bonus. The player under the name marfuta also withdrew money from the account of washing off of the bonus on first deposit. My account was active for 2 days. You took the money and 2 days of accrued bonus money. On the third day of the account is blocked without any explanation. Is this normal?

 

[fortunelounge]

Hi Schoma

As I explained the issue is not about you having two PC's. The issue is that the other players have both been playing from your PC. We do not allow this and our terms clearly state that only one account per houselhold is allowed.

I did not state that you were chip dumping or colluding. I stated that we are stricter in enforcing fraud detection rules with Poker due to the possibility of chip dumping and collusion that exists - different from the casino.

We have referred your account for further investigation. Depending on the outcome there is a possibility that we may unlock your account on condition of us receiving your verification documents.

We will let you know as soon as the results are available.

Regards

Wim
VP Operations
Fortune Lounge

 

[Schoma]

Hi Schoma

As I explained the issue is not about you having two PC's. The issue is that the other players have both been playing from your PC. We do not allow this and our terms clearly state that only one account per houselhold is allowed.

I did not state that you were chip dumping or colluding. I stated that we are stricter in enforcing fraud detection rules with Poker due to the possibility of chip dumping and collusion that exists - different from the casino.

We have referred your account for further investigation. Depending on the outcome there is a possibility that we may unlock your account on condition of us receiving your verification documents.

We will let you know as soon as the results are available.

Regards

Wim
VP Operations
Fortune Lounge

I have already sent you the documents. And once again I want to assure you that I was playing with my computer. I hope you all will understand.

 

[vinylweatherman]

Hi Schoma

As I explained the issue is not about you having two PC's. The issue is that the other players have both been playing from your PC. We do not allow this and our terms clearly state that only one account per houselhold is allowed.

I did not state that you were chip dumping or colluding. I stated that we are stricter in enforcing fraud detection rules with Poker due to the possibility of chip dumping and collusion that exists - different from the casino.

We have referred your account for further investigation. Depending on the outcome there is a possibility that we may unlock your account on condition of us receiving your verification documents.We will let you know as soon as the results are available.

Regards

Wim
VP Operations
Fortune Lounge

You should also require the documents from the other two players. The complainant clearly knows them.

As for the term "One account per household". This is NOT the same as "one account per PC", even though this is how it is interpreted for poker.

These three players may be members of three different households, BUT all have access to the internet ONLY at this persons house. They may not even have their own PCs, and have to share. The Poker client should PREVENT such sharing on the same PC by blocking all other accounts other than the primary one from logging in.

There could also be the situation where 3 different players, 3 different households, 3 different PCs, but all sharing ONE internet connection. It could simply something they do socially, rather than alone in their own homes.

Lastly, they could all play at home on their own PCs and internet connections. Now they CAN collude and chip dump less obviously. Rather than simply talking to each other in the same house, they are on the phone to each other. They could easily collude in this manner, and it would be harder (although not impossible) to spot.

Poker is simply not as "user friendly" as casinos, because most players are NOT trying to rip off the poker room and other players, and do NOT understand what the "big deal" is with situations like this.

I also fail to see why this issue could not be discussed with the player in the first place, since you have been pretty open about why the player was banned in a PUBLIC FORUM.

You could clarify the rules by having the term "only ONE player may ever play on each PC and internet connection, even if they live elsewhere and have registered their accounts elsewhere." to cover situations where members of DIFFERENT households all gather together to share a SINGLE PC and/or internet connection.

 

[Schoma]

Hi Schoma

As I explained the issue is not about you having two PC's. The issue is that the other players have both been playing from your PC. We do not allow this and our terms clearly state that only one account per houselhold is allowed.

I did not state that you were chip dumping or colluding. I stated that we are stricter in enforcing fraud detection rules with Poker due to the possibility of chip dumping and collusion that exists - different from the casino.

We have referred your account for further investigation. Depending on the outcome there is a possibility that we may unlock your account on condition of us receiving your verification documents.

We will let you know as soon as the results are available.

Regards

Wim
VP Operations
Fortune Lounge

It took more than a week, but my account is still open. I sent my documents to the address credit@pokertime.eu. So long as you want to check my rights and my passport?

 

[Schoma]

Summary

Just recently I finally got my money on my debit card. The amount was not the one on which I relied, but the manager and then figured out everything that was right for me to enroll in the account. Money I brought. Of course thanks to the representative for that matter was all settled yet. During my expectations of a positive response has been almost two months. If this is your standard procedure, it is very, very bad. That does not make you a good advertising in the poker community. Moreover, I was playing in another room microgaming network. Room is very famous and there I was not half Doda bonus on first deposit. About a week I corresponded with them and I just got tired. Constant unsubscribe in the standard form, etc. It was a tiny amount and I just brought everything that had happened. Impression of you I have finally gone bad. I say this is because now changed the structure of games in the SnG DoN they broke at 6 and 10 eateries. Apparently Management, decided thus to attract "more players". Apparent exodus of players from this category of games. What is particularly noticeable among regular players. Summed summary: 1. Slurred support services (both online and and mail) 2. Very long review of personal documents, 3. Management, The Ugly (all the innovations which the above and more, these anonymous tables) aimed at attracting only beginners.
Generally in this network seems to have no place for the players focused on the result. And if Roumois not need good players, who makes the rake? Fish?. LOL! Very sad, and despite the fact that this network is one of the most easy to use software as well as conditions on the first deposit and other actions have to abandon the game here. I hope you pay attention to criticism and that some of the above, will attract your attention and you'll pay more attention to and appreciate the efforts of the players who play at the maximum permitted number of tables, rather than prohibit them from doing so (after I unblocked the account I tried to play but more than 4 tables, I was not allowed to open). Sincerely, Your former client.