Pokerstars/FullTilt Casino Games

[RichyJ75]

Cut a long story short, I had an account at Pokerstars, got a new laptop and didn't want to download all the software so closed my account there (probably wrongful use of Self Exclusion again).

Anyways, recently opened an account at FullTilt, played a few games and won a bit in last 24 hours. Looked at withdrawal info and stumbled across info to say they are linked with Pokerstars, lo and behold both sharing the same licence number. Oh crap I thought, same scenario with EveryMatrix, etc.

So, I fired off an e-mail to them asking if any problems with my withdrawal given being self excluded at a sister outlet sharing same licence number and the response was:

Hello,

Thank you for contacting Full Tilt.

If you have requested a Self-Exclusion in PokerStars you will be permitted to play in Full Tilt.

You can read about our responsible gaming features here:

You do not have permission to view link Log in or register now.

Should you require any further assistance, please do not hesitate to contact us.

Regards,

Paulo
FullTilt Poker Payment Services


So in theory no problem? If so, why do EM have so many issues?

Doesn't matter anyway as I was silly/bored and carried on playing as there is a 48 hour pending period and lost!!!

 

[ternur]

as there is a 48 hour pending period and lost!!!

That's strange. I get instant withdrawals from FT. They use to have a pending period after a fresh deposit, could that be the case here?

 

[RichyJ75]

That's strange. I get instant withdrawals from FT. They use to have a pending period after a fresh deposit, could that be the case here?

Yep, fresh deposit via Skrill. Seems strange they want to leave it 48 hours to clear? Oh well, their conditions I suppose.

 

[RichyJ75]

I e-mailed back to confirm that everything would be ok and that there will not be any problems, this being the reply:

Hello Richard,

As advised by my colleague, the self exclusion of your PokerStars account will not affect your Full Tilt account. Therefore, your future deposit and cash out will be honoured as normal.

You can read about our responsible gaming features here:

You do not have permission to view link Log in or register now.

Should you require any further assistance, please do not hesitate to contact us.

Kind Regards,

Andy
Full Tilt Payment Services


Guess what?!?!? After a few more deposits and a fair bit more play time, I get logged out and am unable to log back in.


Hmmmmmm, do we have a problem on the horizon now?!?!?!?!?

 

[RichyJ75]

Oh boy, I know I should have known better in believing my instincts, but there is no excuse for two different reps at Full Tilt giving out this flawed advice, creating this pig of a fuddle up!!! Typical they block my account after a couple of wins on 300 Shields .....


Hello Richard,

Thank you for your email

Please be aware that your account: "XxXXXxxxxx" has been excluded; in-line with the United Kingdom Gaming regulations.

Our records show that you have previously requested a ‘cross-site’ exclusion through the PokerStars software and confirmed this action.

As your accounts are not currently paired, it was necessary for us to manually apply this exclusion.

Once your exclusion period has elapsed on the xth of xxxxxx 201x, please contact wecare@fulltilt.com to have your account restored. Once you request and confirm self-exclusion, we cannot reverse the decision and you must wait until the self-exclusion period expires in order to be able to play again.

You can read more here:

uk.fulltilt.com

Should you require any further assistance, please do not hesitate to contact us; we are here 24/7.

Regards,

Rui
Full Tilt Support Team

 

[RichyJ75]

Ok, after a couple more e-mails and being fobbed off by saying the case was transferred to another department/supervisor and deadlines exceeded, I thought I would get info from their ADR (IBAS) and completed an online form late last night. To get things in perspective, I take losses on the chin and move on, but when their customer support give misleading information resulting in me continuing to play there and then account blocked, this is what winds me up. I requested a refund of deposits since in theory the account should not be operation.

Pokerstars and Full Tilt both share the same licence number, 000-039108-R-319334-005.

Anyway, I finally had a reply this morning. Puzzled me a bit more by saying they have reopened my account as it was incorrectly excluded (?), but closed it again?!?!?!?

Any comments on this?

Hello,

Your email has been escalated to Responsible Gaming Services.

First, we sincerely apologize for some information that has been given to you in past emails.

It seems that there has been a misunderstanding and you have been given two different versions of our policies. Of course, there is one that is incorrect and based on that wrong information that was given you have now decided to report our company for something that is not true.

Please let us clarify that if you request a Self-Exclusion at PokerStars, the restriction will not be set automatically to your Full Tilt account.

The only time when this will happen is if you request a Self-Exclusion for 180 days and select the option to exclude your account at the other site. Only if the player selects this option, his account in the other site will be excluded. If he doesn't have an account at that time in the other site, the player needs to let us know in case he creates an account so we can take the correct measures.

It seems that there was some confusion with your case because our Security Staff restricted your account based on a 120 days Exclusion that you requested at PokerStars and you were later given incorrect explanations in attempt to explain why the restriction was imposed to your Full Tilt account.

Please let us clarify that your Full Tilt account was restricted in error. The truth is that you should not have been restricted from playing due to the exclusion requested at PokerStars. This is based on the current requirements of the UK Gaming Regulation.

Now, we were going to reopen your account but we are concerned about the last email you have sent requesting a refund of the funds lost in Full Tilt. Since the 120 days exclusion requested in PokerStars does Not apply to Full Tilt, then we will be unable to give you a refund or compensation for the funds lost at the site.

In regards to the 48 hours cashout restriction, please note that it applies to all players at the site and is part of our cashout policies. If players have problems controlling themselves, then we always recommend that they consider the option to use the Self-Exclusion feature available which will restrict then from using the funds in our services for a specific amount of time.

At this point, we would like to know if you still have doubts about our policies and if want to continue with the complaints process.

In case you are interested, we are providing three links of organizations that offer free counseling and advice on responsible and problem gaming:

- GamCare
Old / Expired Link

- GamblingTherapy

You do not have permission to view link Log in or register now.

- Gamblers Anonymous

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More information can be found in the Responsible Gaming section of our website, located here:

You do not have permission to view link Log in or register now.

Your accounts have been closed until this situation is clarified.

Regards,

Luis C
Full Tilt Responsible Gaming Specialist