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Props for a SPEEDY reply and a great job by Full Tilt customer service

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  1. BCP BCP is offline

    Posts: 191
    Joined: Jul 07

    Sep 11th, 2009 (9/11/2009 2:46pm)

    Since I've been a bit critical of Full Tilt's customer service in the past, I figured I would give them fair mention of a great job they did. Last not I played in a six man $33 sng. Once we made it down to the bubble, the other two players were clearly colluding and soft playing each other. After I bubbled, I considered emailing Tilt but was skeptical that I would get anywhere due to the reputation of their customer service. Finally, I sent them an email was was quite surprised to receive this reply within twelve hours!



    Dear Mac317,

    The Full Tilt Poker Security department has recently concluded an extensive investigation and we have determined that some of your opponents were in violation of our site terms.

    We have permanently closed all of the offending accounts. In cases of proven cheating, 100% of the confiscated funds are returned to the players who were victimized. The reimbursement calculation is based on the number of tournaments or hands played against the offending players, and the amount won or lost against them.

    We have determined that you are entitled to a refund of $36.35 which will be placed in your account in the next 72 hours.

    For a number of reasons, we are unable to provide any <SPAN id=lw_1252692350_0 class=yshortcuts>other additional information</SPAN> regarding this case, including the players involved and the game type where it occurred. We thank you for your understanding in this regard. The vigilance of our players in reporting suspicious behavior is an important addition to our ongoing diligence against unethical conduct, and we carefully investigate every concern of <SPAN id=lw_1252692350_1 class=yshortcuts>suspicious activity</SPAN>.

    If you believe you have witnessed unfair play at our tables, please don't hesitate to contact us at <SPAN id=lw_1252692350_2 class=yshortcuts>security@fulltiltpoker.com</SPAN>. If there is any other way we can be of assistance, please let us know.

    Full Tilt Poker Security

    Once again props to Full tilt for handling this matter so quickly and for banning the cheaters! Can this be a sign of things to come???
  2. hldngaflush hldngaflush is offline UT Homer

    Nashville, TN
    United States

    Posts: 4,805
    Joined: Mar 07

    Sep 11th, 2009 (9/11/2009 3:10pm) in reply to BCP

    I don't understand. If you bubbled a 6 max sng to 2 colluders/soft players, shouldn't you get first place money? $36.35 can't possible be 1st place money in a $33 sng. Your refund doesn't make sense.
  3. elusively elusively is offline

    MD
    United States

    Posts: 5,260
    Joined: Feb 07

    Sep 11th, 2009 (9/11/2009 3:17pm) in reply to hldngaflush

    [ ] sign of things to come

    [x] fluke
  4. BCP BCP is offline

    Posts: 191
    Joined: Jul 07

    Sep 11th, 2009 (9/11/2009 3:21pm) in reply to hldngaflush

     
    Originally Posted by hldngaflush View Post

    I don't understand. If you bubbled a 6 max sng to 2 colluders/soft players, shouldn't you get first place money? $36.35 can't possible be 1st place money in a $33 sng. Your refund doesn't make sense.

    I don't understand the refund amount either and that was the only thing I was disappointed with. First place paid 117 and second place paid 63 for a 30+3 buy in. I figure if we know they cheated then I should at the very least get first or second place money. I sent them an email regarding that and will let you know the reply. In the meantime I'm happy that the cheaters were at least banned and I received a reply so quickly. I have no problem following up on the correct refund amount.
    Thread Starter
  5. BCP BCP is offline

    Posts: 191
    Joined: Jul 07

    Sep 11th, 2009 (9/11/2009 3:22pm) in reply to elusively

     
    Originally Posted by elusively View Post

    [ ] sign of things to come

    [x] fluke

    lol you're probably right but i'm hopeful
    Thread Starter
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