ACR Thread

[ACR Rep]

Tourny ID 7753891 this tournament went off with the incorrect number of players cashing. The tournament had 551 players enter and it payed 81 players.

According to the tournament lobby if you click on the prize payout buttom and look at the payout structure 551 players should of payed 99 players.

This is about the 5th time that this has happened every time I have contacted support each time and each time they tell me they will correct the problem.

I have tried live help and emailing support to no avail. The problem seems to be when the number of entrants is at the change point it does not change, untill one person enters i.e. this tourny would of switch to 99 players getting paid if one more person would of entered the tourny.

View attachment 160845

Hi, I sent this information to the Tournament department, they are currently checking this situation, once they send me an update I will let you know here. Thank you for your patience and cooperation.

 

[EA2USN]

Hi, I sent this information to the Tournament department, they are currently checking this situation, once they send me an update I will let you know here. Thank you for your patience and cooperation.

Ty for reply, hope to hear something back but not optimistic. Since I get no reply from support to my emails, and live help just keeps saying I need to email support

 

[Aces74]

Americas Cardroom

Complaint on Americas Cardroom.
This week experienced error message on game.
When checked lobby same error message saying critical error client need s to close.#3231 comes up after closing then reopening client.Saying History disabled corrupt ? So why I have my history disabled ,why is it corrupted.Why when I ask support for refund do I get the run around after with 1.5 hours and first support transfers me after saying his computer froze.??? last chat from Eduard M.
Kayako logo
ClosePrintEmailSound: On
Your Question: refund buy in
Welcome to our Live Chat Department, we have an increase in contacts. Please wait and one of our operators will be with you shortly.
You are now chatting with Eduard M (Poker Solutions Agent) - ACR Support
22:29jonathon adamosky:
flipstacks
22:29Eduard M:
Hello! Welcome to our Live Chat Department, my name is Eduard.
22:29jonathon adamosky:
hi
22:29jonathon adamosky:
ed
22:29Eduard M:
Thank you, could you please elaborate on your issue?
22:29jonathon adamosky:
support said refund yesterday still not in acount
22:29jonathon adamosky:
refund for freezing client/game
22:30jonathon adamosky:
?
22:31Eduard M:
Reason?
22:35jonathon adamosky:
error message
22:35jonathon adamosky:
on game
22:35jonathon adamosky:
then on lobby froze
22:35jonathon adamosky:
re logged in game gone
22:35jonathon adamosky:
asked to send report clicked yes
22:36jonathon adamosky:
restarted client didnt play a hand
22:36jonathon adamosky:
unfair asking to refund buy in
22:39Eduard M:
zxcI'm working on your case at the moment, please stay online. Thank you for your patience.
22:40jonathon adamosky:
thank u
22:48Eduard M:
Thank you for waiting, to let you know, we were making an investigation in regards of your case, not just with the records of the game on topic but also with the server itself, and we noticed that 100% for sure the game was running perfectly fine on our end and the issue at hand was not caused on our side, as this is the case, a refund on the game in question is not possible given that the final decision is taken based on the status of the server.
22:49jonathon adamosky:
so the error message that freezes client from your site merits what?
22:49Eduard M:
please be aware that the top reasoning behind these kind of investigations is the status of our server by the time your issue happened, which means that if our system was working properly when your issue took place, a refund wont be possible
22:50Eduard M:
I can definitely offer you a troubleshooting
22:50jonathon adamosky:
so I sit at table and critical eror message says client experience that I have to close only to find game over after reloging and opening client

 

[ACR Rep]

Ty for reply, hope to hear something back but not optimistic. Since I get no reply from support to my emails, and live help just keeps saying I need to email support

We apologize about that, I already have the answer from the Tournament department.

They checked the tournament ID, the system paid the 99 players and you were on the 101.

For this situation, they recommend to close and open the lobby so you can see the correct numbers.

 

[EA2USN]

We apologize about that, I already have the answer from the Tournament department.



They checked the tournament ID, the system paid the 99 players and you were on the 101.



For this situation, they recommend to close and open the lobby so you can see the correct numbers.

Ty very much I knew I was out at 102, but wanted to try and get I corrected for future

 

[ACR Rep]

You love our #MillionSunday and now there are two coming up, including a half-priced one! It’s all part of our $14 Million GTD OSS Cub3d (Sept. 24th - Oct. 22nd).

See more in our YouTube video here

More details here

​

 

[ACR Rep]

Ty very much I knew I was out at 102, but wanted to try and get I corrected for future

You are very welcome! And I apologize for all the misunderstood.

 

[Zer0-0uts]

No Deposit Bonus?

I just downloaded the ACR software packet. I was in the process of registering my account. I got to the bottom of the registration boxes and there was a spot for a bonus code. Are there any no deposit bonus codes that I can use to complete my registration and get a small comp to open my account with?

 

[ACR Rep]

I just downloaded the ACR software packet. I was in the process of registering my account. I got to the bottom of the registration boxes and there was a spot for a bonus code. Are there any no deposit bonus codes that I can use to complete my registration and get a small comp to open my account with?

If you are creating the account via Cardschat you must submit a bonus code, if you are doing it via our website there is no need to.

 

[ACR Rep]

Complaint on Americas Cardroom.
This week experienced error message on game.
When checked lobby same error message saying critical error client need s to close.#3231 comes up after closing then reopening client.Saying History disabled corrupt ? So why I have my history disabled ,why is it corrupted.Why when I ask support for refund do I get the run around after with 1.5 hours and first support transfers me after saying his computer froze.??? last chat from Eduard M.
Kayako logo
ClosePrintEmailSound: On
Your Question: refund buy in
Welcome to our Live Chat Department, we have an increase in contacts. Please wait and one of our operators will be with you shortly.
You are now chatting with Eduard M (Poker Solutions Agent) - ACR Support
22:29jonathon adamosky:
flipstacks
22:29Eduard M:
Hello! Welcome to our Live Chat Department, my name is Eduard.
22:29jonathon adamosky:
hi
22:29jonathon adamosky:
ed
22:29Eduard M:
Thank you, could you please elaborate on your issue?
22:29jonathon adamosky:
support said refund yesterday still not in acount
22:29jonathon adamosky:
refund for freezing client/game
22:30jonathon adamosky:
?
22:31Eduard M:
Reason?
22:35jonathon adamosky:
error message
22:35jonathon adamosky:
on game
22:35jonathon adamosky:
then on lobby froze
22:35jonathon adamosky:
re logged in game gone
22:35jonathon adamosky:
asked to send report clicked yes
22:36jonathon adamosky:
restarted client didnt play a hand
22:36jonathon adamosky:
unfair asking to refund buy in
22:39Eduard M:
zxcI'm working on your case at the moment, please stay online. Thank you for your patience.
22:40jonathon adamosky:
thank u
22:48Eduard M:
Thank you for waiting, to let you know, we were making an investigation in regards of your case, not just with the records of the game on topic but also with the server itself, and we noticed that 100% for sure the game was running perfectly fine on our end and the issue at hand was not caused on our side, as this is the case, a refund on the game in question is not possible given that the final decision is taken based on the status of the server.
22:49jonathon adamosky:
so the error message that freezes client from your site merits what?
22:49Eduard M:
please be aware that the top reasoning behind these kind of investigations is the status of our server by the time your issue happened, which means that if our system was working properly when your issue took place, a refund wont be possible
22:50Eduard M:
I can definitely offer you a troubleshooting
22:50jonathon adamosky:
so I sit at table and critical eror message says client experience that I have to close only to find game over after reloging and opening client

We apologize for all this misunderstanding, we checked this with the department in charge and we do see that you had troubles with 2 tickets. We credited those tickets so please be so kind and check your account. If you have any troubles using those tickets let me know.

 

[ACR Rep]

The #PCPC17 returns this October to the Dominican Republic.

And Americas Cardroom is awarding ten $4,900 packages guaranteed this Sunday in the Beast (6pm ET) and Sit & Crush (8pm ET) satellites!

See the video here

More information here


​

 

[ekgbeat]

@ ACR Rep, was there a software update that wiped out all of the player notes? All of my notes were here yesterday, but they are gone today.

 

[ACR Rep]

@ ACR Rep, was there a software update that wiped out all of the player notes? All of my notes were here yesterday, but they are gone today.

Are you using Mac or Windows? Could you be so kind and check your notes again, you should have your notes there.

 

[CadoARAJ]

Hero: And the mobile version?
ACR: Not this week son...
Hero: But you said it would be available this week.
ACR: No son. We said that in this week, the mobile version will be available in the next week.
Hero: And it will be available in the next week so far?
ACR: No son.
Hero: What?
ACR: In the next week we will say that will be available in the following week, and in the other, in the other....
Hero: Are you sure?
ACR: Yes son.
Hero: Snif...

 

[ACR Rep]

It's always fun when Phil Hellmuth is on Poker Night in America, which is sponsored by Sit&Go2.0 check it out here.

 

[Mike D_]

Hello there! I just want to ask how often on demand freeroll leaderboar is updated?

 

[dj11]

I would love for WPN to review how it allocates the clock in almost every tourney they spread.

IMO, there is too much time for each player. This makes tourneys last longer than they need too.

I love the PLO8 tourneys, but I swear, I have played live PLO8 tourney's that finished faster than your online games do. Typical PLO8 tourneys with less than 100 players are lasting longer than 4.5 hours. IMO that should be much closer to 3.5 hours online.

2 ways to fix the problem are;

- Remove the option to automatically start the additional time before we are forced to act (Call Raise or Fold). Or fix the part that seems to reset that additional time with each level.

- In the case of any O8 tourney, add ante's to the structure. I still can't get a good answer as to why O8 tourneys typically have no ante's. There might be a reason buried in the antiquities of general poker knowledge, but I can't find it. Long ago, when O8 was more of a novelty game, the thinking might have been that it was a agrofest by nature. Fun with tons of action. Boy has that changed. They have turned into nitfests, with way to many time delays.

 

[ekgbeat]

Are you using Mac or Windows? Could you be so kind and check your notes again, you should have your notes there.

I use Windows. I have updated, restarted, and did everything that I can think of, but my notes do note appear. I check my local drive under my profile and the user notes.bin file is there. Not sure why it isn't loading or how to get it to load. Any thoughts?

 

[Acunaaldje]

Is there an ACR App for andoid?

 

[ACR Rep]

I would love for WPN to review how it allocates the clock in almost every tourney they spread.

IMO, there is too much time for each player. This makes tourneys last longer than they need too.

I love the PLO8 tourneys, but I swear, I have played live PLO8 tourney's that finished faster than your online games do. Typical PLO8 tourneys with less than 100 players are lasting longer than 4.5 hours. IMO that should be much closer to 3.5 hours online.

2 ways to fix the problem are;

- Remove the option to automatically start the additional time before we are forced to act (Call Raise or Fold). Or fix the part that seems to reset that additional time with each level.

- In the case of any O8 tourney, add ante's to the structure. I still can't get a good answer as to why O8 tourneys typically have no ante's. There might be a reason buried in the antiquities of general poker knowledge, but I can't find it. Long ago, when O8 was more of a novelty game, the thinking might have been that it was a agrofest by nature. Fun with tons of action. Boy has that changed. They have turned into nitfests, with way to many time delays.

Thank you very much for your time and for this suggestion, I sent it to the tournament department so they can analyze it.

 

[ACR Rep]

Hello there! I just want to ask how often on demand freeroll leaderboar is updated?

Hello! "Americas Cardroom Freeroll Leaderboard Points are updated daily."

You can check the full information here.

 

[ACR Rep]

I use Windows. I have updated, restarted, and did everything that I can think of, but my notes do note appear. I check my local drive under my profile and the user notes.bin file is there. Not sure why it isn't loading or how to get it to load. Any thoughts?

I just want to make sure... So, you do have the user notes bin file, right? But when you click > notes on the application, is in blank, right? Or it gives you an error message or something like that?

 

[ACR Rep]

Is there an ACR app for andoid?

We will have it very soon, stay tuned on this thread and also on our website.

 

[CadoARAJ]

How many time is "very soon"?

 

[ekgbeat]

I just want to make sure... So, you do have the user notes bin file, right? But when you click > notes on the application, is in blank, right? Or it gives you an error message or something like that?

Not sure that I'm following:click > notes on the application. Is there something that I need to enable for notes? Normally when I open a table, if I have a note about a player, it would just show up. Now I'm not seeing it.