ACR Thread

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Hi ACR Rep,

Today (1/3/18) I had a correspondence with Camile M. on your website chat and as to keep this friendly, discreet, I suggest the request I made there is reviewed by upper management / an ACR attorney. While going into the details here starts controversy, I have re-framed.

My background in gaming, I’m 48 and bet over $1 million dollars in my life (Horses, cards primarily). I’m new to your site while trying to get an understanding of an issue or bringing it to certain ACR management’s attention over the last several weeks I’m a client, instead of putting out “fires”, some folks on your side want to now start an “inferno”.

I’m also well traveled, the number one country I’ve traveled to, dozens of professional trips in fact is Costa Rica, I’m very familiar with the personal, professional culture. Therefore I have given ACR some latitude in time for information to be processed by the folks who would understand it.

Again thanks for allowing this dialogue, and please review that chat and what is being requested and feel free to get back to me by email or phone once all that is requested has been reviewed.

Warmest regards,

Paul (Infinity Objective)
 
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williebetmore said:
you can email me at [email protected] if it would be easier to communicate
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Oh yes sorry, thank you. I sent this information to the Security department. Thank you very much. Soon as I receive any update I will let you know.
 
Infinity Objective said:
Hi ACR Rep,

Today (1/3/18) I had a correspondence with Camile M. on your website chat and as to keep this friendly, discreet, I suggest the request I made there is reviewed by upper management / an ACR attorney. While going into the details here starts controversy, I have re-framed.

My background in gaming, I’m 48 and bet over $1 million dollars in my life (Horses, cards primarily). I’m new to your site while trying to get an understanding of an issue or bringing it to certain ACR management’s attention over the last several weeks I’m a client, instead of putting out “fires”, some folks on your side want to now start an “inferno”.

I’m also well traveled, the number one country I’ve traveled to, dozens of professional trips in fact is Costa Rica, I’m very familiar with the personal, professional culture. Therefore I have given ACR some latitude in time for information to be processed by the folks who would understand it.

Again thanks for allowing this dialogue, and please review that chat and what is being requested and feel free to get back to me by email or phone once all that is requested has been reviewed.

Warmest regards,

Paul (Infinity Objective)
Click to expand...

Hello, I would like to know what happened before, what was the issue if you would like to tell me so I can know what is going on. I sent you a message if it's okay for you, you can reply there.
 
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Be careful depositing with ACR

They jacked my initial deposit by saying they sent it back to a card number I no longer use, for reasons they cannot disclose, due to a dispute by "other sites". That's literally the only information I have received. Very disappointing.
 
glennelson said:
They jacked my initial deposit by saying they sent it back to a card number I no longer use, for reasons they cannot disclose, due to a dispute by "other sites". That's literally the only information I have received. Very disappointing.
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Americas Cardroom is committed to upholding the highest standard of security for our clients.

The personal information given to us will not be shared with any third party. Both information and money are guarded by our security team every minute of every day.

You can check the full information here https://www.americascardroom.eu/poker-customer-support/security-and-integrity/

What happened here is that our security system gave an alert regarding your account and that happened due to different reasons. PROBABLY was due to an issue you had with a gaming site or an issue with a financial institution, we DO NOT have any detailed information, the system only provides the security alert, that's it and our security team proceeds to do the corresponding steps.
 
ACR Rep said:
What happened here is that our security system gave an alert regarding your account and that happened due to different reasons. PROBABLY was due to an issue you had with a gaming site or an issue with a financial institution, we DO NOT have any detailed information, the system only provides the security alert, that's it and our security team proceeds to do the corresponding steps.
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Well look.. I logged on and noticed my initial deposit was deducted from my balance. They had sent me an email explaining that yes, they did that. When I checked my bank account, the money had not been refunded. When I contacted live support, I was told that the money was refunded. When I explained that I was no longer using the same card number, I asked if this means the deposit was just gone and I was told "Correct, the current outstanding balance is $0".


I contacted live support again just to inqure as to whether or not I would have problems withdrawing money. I was told that there would be no problem and all I have to do is explain that I have a new card number.


So they refunded my deposit to a cancelled card, thereby making it vanish, before I could explain that I have a new card number, but if I want to withdraw money, all I have to do is explain that I have a new card number. So my deposit simply disappeared without explanation and that's all there is to it? Can a refund even be made to a cancelled card number? Wouldn't it bounce back? Please explain.
 
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glennelson said:
Well look.. I logged on and noticed my initial deposit was deducted from my balance. They had sent me an email explaining that yes, they did that. When I checked my bank account, the money had not been refunded. When I contacted live support, I was told that the money was refunded. When I explained that I was no longer using the same card number, I asked if this means the deposit was just gone and I was told "Correct, the current outstanding balance is $0".


I contacted live support again just to inqure as to whether or not I would have problems withdrawing money. I was told that there would be no problem and all I have to do is explain that I have a new card number.


So they refunded my deposit to a cancelled card, thereby making it vanish, before I could explain that I have a new card number, but if I want to withdraw money, all I have to do is explain that I have a new card number. So my deposit simply disappeared without explanation and that's all there is to it? Can a refund even be made to a cancelled card number? Wouldn't it bounce back? Please explain.
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?????
 
glennelson said:
?????
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Hello, the funds still are in your Poker account, due to the fact that you don't have that credit card anymore. So, I spoke with the Cash Out manager and on this specific case you only need to send the following to be able to request the cash out:


-A scanned image of the front side of your Driver's license.
-A recent utility bill under your name



This is a normal security procedure, you can check it on our website https://www.americascardroom.eu/pla...t-your-winnings/general-cash-out-information/


So please go ahead and request your cash out, let me know if you need help or have any other questions.
 
When trying to deposit by Money Gram or Western Union this is the result. (I have tried different dollar amounts)
 
ACR Rep said:
Hello, the funds still are in your Poker account, due to the fact that you don't have that credit card anymore
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The funds are not in my poker account. That's what I'm trying to say. My deposit is not in my poker account and was also not refunded.
 
Just signed up for ACR as _Shoe_

Been a roughly 10 year online hiatus so this should be interesting. Looking forward to getting back into things and linking up with some fellow CC'ers out there.


I have been told this is the place for US players. GL and hope to see you all out there.
 
Please fix the clock issues at WPN please. They are;

-too much clock to start with
-each players clock resets with each blind level, sometimes I think it resets every hand
-eliminate the option to automatically use the extra clock. Make that a conscious decision every hand only.

This clock problem is especially noticeable in any Omaha game that does not have an ante. It happens somewhat in many HE games but nowhere nearly as abusively as it does in those Omaha games.

For contrast look at the Omaha games that do have ante's. Manic Monday 50 cent R&A is a good example.

In the past, WPN's stand was that it (WPN) was trying to emulate the live versions of Omaha especially O8, where there was usually a compelling reason to be a very active game. However, since those long gone days, lots of folks understand the game in ways those old days didn't provide.

Since online poker has spread more O8 games than the live game has been spread ever, it is online poker that can control how the game is played. Not live versions.

PLEASE fix this clock issues, and add an ante to the O8 tourneys. Pretty please?
 
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Mr ACR,

Look, its a freeroll....no big deal.

But please tell me how an inactive player for numerous hands is allowed to post a blind, get cards.........and beats me on the friggin hand?????

It happened. The inactive player got a set of 4's and beat me..

Jesus.........how many hands are you allowed to stay inactive before the system cuts you off??
 
smallfrie said:
When trying to deposit by Money Gram or Western Union this is the result. (I have tried different dollar amounts)
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Let me know if you were able to do the deposit, if not I can help you.
 
ACR Rep said:
Let me know if you were able to do the deposit, if not I can help you.
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Actually able to deposit using debit card after I gave up on WU and MG. However I just checked WU on ACR and it seems to be working fine now so it must have just been a temporary glitch. Thanks.
 
smallfrie said:
Actually able to deposit using debit card after I gave up on WU and MG. However I just checked WU on ACR and it seems to be working fine now so it must have just been a temporary glitch. Thanks.
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Oh okay, if you have any other questions or need help let me know.
 
burton_boy said:
Just signed up for ACR as _Shoe_

Been a roughly 10 year online hiatus so this should be interesting. Looking forward to getting back into things and linking up with some fellow CC'ers out there.


I have been told this is the place for US players. GL and hope to see you all out there.
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Hello! Thank you for your preference. If you have questions or need help let me know.
 
glennelson said:
The funds are not in my poker account. That's what I'm trying to say. My deposit is not in my poker account and was also not refunded.
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Hello, I checked this with the Supervisor of the department in charge, I apologize for the confusion. What happened was the following: they sent you the funds to your card, as you said you don't have the card anymore, but still, you will receive the funds to your bank account. Regarding the timeframe, it depends on your bank, normally takes 1-2 billing cycle, which are 45 days each one.
 
dj11 said:
Please fix the clock issues at WPN please. They are;

-too much clock to start with
-each players clock resets with each blind level, sometimes I think it resets every hand
-eliminate the option to automatically use the extra clock. Make that a conscious decision every hand only.

This clock problem is especially noticeable in any Omaha game that does not have an ante. It happens somewhat in many HE games but nowhere nearly as abusively as it does in those Omaha games.

For contrast look at the Omaha games that do have ante's. Manic Monday 50 cent R&A is a good example.

In the past, WPN's stand was that it (WPN) was trying to emulate the live versions of Omaha especially O8, where there was usually a compelling reason to be a very active game. However, since those long gone days, lots of folks understand the game in ways those old days didn't provide.

Since online poker has spread more O8 games than the live game has been spread ever, it is online poker that can control how the game is played. Not live versions.

PLEASE fix this clock issues, and add an ante to the O8 tourneys. Pretty please?
Click to expand...

I do really appreciate the time you took to write this feedback, I sent it to the tournaments department.
 
ACR Rep said:
Hello, I checked this with the Supervisor of the department in charge, I apologize for the confusion. What happened was the following: they sent you the funds to your card, as you said you don't have the card anymore, but still, you will receive the funds to your bank account. Regarding the timeframe, it depends on your bank, normally takes 1-2 billing cycle, which are 45 days each one.
Click to expand...

Ok.. I figured it was something like that. Thanks for clearing it up.
 
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