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UB has CEREUS problem and they know about it! Beware!

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  1. xX22Xx xX22Xx is offline

    Poplar Bluff, MO
    United States

    Posts: 20
    Joined: Feb 08

    Nov 30th, 2008 (11/30/2008 11:08pm)

    Wednesday night I was in a 15k guaranteed $30 rebuy on the new UB. Shortly after the first hour, I've invested $123 into the tournament and I get disconnected. So, I immediately reconnect, and the site won't take me back to my seat! I try all kinds of different things, use my PC instead of laptop, plug directly in to internet instead of using wireless, none of this works. Meanwhile, I can see the lobby and my chipstack is up for grabs. So, I get one of their online tech support people and begin to chat with them and tell them my situation. no luck, she says she's sorry but she can't help me. So I finally give up and send an email asking for a refund. Today is Sunday and I've still not heard anything on my refund... When I connect to the site it will allow me to play at cash games- but that's it. So, tonight (Sunday) I decide to get an online tech support person and see what the deal is. Here's the conversation:

    <SPAN></SPAN><SPAN class=infotext1><SPAN>Welcome! An online representative will be with you shortly. You are number 6 in the queue. Your wait time will be approximately 0 minute(s) and 38 seconds. Thank you for waiting. </SPAN></SPAN><SPAN>
    <SPAN class=infotext1>You are now chatting with 'Matthew'</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Hello, thank you for contacting our Deposit Center! May I please have your email address?</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>___@mycitycable.com</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>How may I help you today?</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>I got screwed out of 123$ wednesday night and now you wont even reply to my emails</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>been 4 days...</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>i cant even register for a tourney on your crappy new software</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Sir I kindly ask you to be patient as our support department are very busy at the moment. I assure you that you will be receiving an e mail anytime now,</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>really? when </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>tomorrow, next week?</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>i dont even want to play on your site anymore</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1> just wd the rest of my cash and count my losses</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>ive been a great customer for years and you guys are treating me terribly</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>why should i have to lose money because your new software sucks???</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>are you there????</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>hello</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>wow, great customer service. </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>hello! matthew!</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Yes sir.</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>oh, you are there</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Sir I assure you that you wont be losing your money, however you need to be patient till you receive a reply from our support department. </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>how long is the line?</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>ive been waiting for 4 days</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>why cant i register for tourneys anymore???</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Sir I am unable to provide you with an exact time.</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>i stuck with you guys through all the scandals and now you guys are just going to ignore me?</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>take my money and say see ya later?</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>4 days for a support reply(and counting)</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>can i chat with one of your superiors??</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>unfortunately sir our supervisor is not available at the moment. I will speak to our support department and ask them to give priority on your e mail. </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>whatever man</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>let me check my email real quick</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>nothin</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>why dont you just send me an email real quick so i can at least see that you guys have the ability to email</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Sir we are unable to do that because its a support issue. I assure you that you will be receiving an e mail with the solution to your issue. </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>are you a robot?</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>No sir I'm not a robot. </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>ok</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>so you say a solution</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>does that mean the site will work for me again like it used to?</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Yes sir I assure you that we are trying our utmost to do that.</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>what the hell is wrong with it? why did you guys turn it on and keep it on if its not right??</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>are other people experiencing the same issues as me?</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Yes sir we have other clients who experienced the same issue </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>why couldnt someone send me an email and say that they are working on it?</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Sir as stated before I kindly ask you to send an e mail again, and I will ask support to give you priority on your e mail.</SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>send an email again??? ive already sent FOUR!!!!</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Sir if you have sent 4 e mails I assure you that you will be receiving a reply about your issue anytime now. </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>ok, later matt</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Thank you for contacting us. We are here 24/7 to offer assistance to your good self. Do not hesitate to contact us again. We welcome your feedback. Please do take some time to complete our Exit Survey.

    </SPAN>
    So, basicly they know they have a problem and can't fix it, I still can't register for tourneys or SnGs. I still have not received a refund. I've played on UB for four years- never had a problem. The night before this happened was the first night of the CEREUS launch. I played for hours, went deep in a tournament with over 400 players and never had an issue. Now I can't even register for a tournament. WTF UB??? Are you guys really CEREUS???</SPAN>
  2. creekhouse creekhouse is offline

    Live Oak, CA
    United States

    Posts: 278
    Joined: Oct 06

    Dec 1st, 2008 (12/1/2008 12:02am) in reply to xX22Xx

    I Nominate You for "Rant of the year" post.

    no. but cereusly. i understand. couldn't reg 4 50k. lobby opens no reg box. Also
    lobby freezes up (can't slide slider and see standings. and there's about 48 other
    things too. My biggest 3 are: 1. AP mannequine wearing UB clothing. 2. the smooth
    bet slider which allowed smaller increment bets than only 1x 2x 3x 4x etc. is gone
    and it messes w/my timing. 3. RB sats get to 300/600 blind level b4 addon period,
    and some other structure changes.

    Gonna take a little vacation from UB now. Hope they fix these things but I'm
    not holding my breathe. I've seen too many companies that say they listen
    but nothing ever gets accomplished which even vaguely shows that they care
    about the desires of their core customers which have been supporting them for
    years.....
     
  3. The 68 The 68 is offline

    CO
    United States

    Posts: 1,531
    Joined: Feb 08

    Dec 1st, 2008 (12/1/2008 12:03am) in reply to xX22Xx

     
    Originally Posted by xX22Xx View Post

    <SPAN>
    So, basicly they know they have a problem and can't fix it, I still can't register for tourneys or SnGs. I still have not received a refund. I've played on UB for four years- never had a problem. The night before this happened was the first night of the CEREUS launch. I played for hours, went deep in a tournament with over 400 players and never had an issue. Now I can't even register for a tournament. WTF UB??? Are you guys really CEREUS???</SPAN>

    Oh, good play on words.. CEREUSly?? You're such a sucker for continuing to play there.
  4. sandler1860 sandler1860 is offline

    Dayton, OH
    United States

    Posts: 3,394
    Joined: Nov 05

    Dec 1st, 2008 (12/1/2008 12:26am) in reply to xX22Xx

     
    Originally Posted by xX22Xx View Post

    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>are you a robot?</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>No sir I'm not a robot. </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>ok</SPAN>

    lol
     
  5. 1eyed_Ace 1eyed_Ace is offline

    Langley
    Canada

    Posts: 913
    Joined: Oct 06

    Dec 1st, 2008 (12/1/2008 12:50am) in reply to xX22Xx

    If nothing else....I swear becuase of this email I WILL NEVER GO BACK to ub....first the bax thing now this... I'm going to warn everyone I know to avoid em
  6. 3kingme3 3kingme3 is offline

    NY
    United States

    Posts: 3,848
    Joined: Sep 07

    Dec 1st, 2008 (12/1/2008 1:03am) in reply to 1eyed_Ace

     
    Originally Posted by 1eyed_Ace View Post

    If nothing else....I swear becuase of this email I WILL NEVER GO BACK to ub....first the bax thing now this... I'm going to warn everyone I know to avoid em

    Ive also heard they had some sort of super user problem...can someone elaborate on this?
  7. x walks x x walks x is offline

    London
    United Kingdom

    Posts: 1,295
    Joined: Mar 08

    Dec 1st, 2008 (12/1/2008 1:10am) in reply to sandler1860

     
    Originally Posted by sandler1860 View Post

     
    Originally Posted by xX22Xx View Post

    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>are you a robot?</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>No sir I'm not a robot. </SPAN>
    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>ok</SPAN>

    lol

    x2
  8. Joshuwgb Joshuwgb is offline

    Green Bay, WI
    United States

    Posts: 192
    Joined: Jul 07

    Dec 1st, 2008 (12/1/2008 1:13am) in reply to 1eyed_Ace

    I ask, WHY DO PEOPLE STILL PLAY THERE???? These sites stole millions from players. I have and idea let's reward them by continuing to send them rake. Are we really shocked Their software has bugs? Once for all take a stand and help AP/UB go broke. Show the govorment poker players truly care and that we want to be protected.

    In short, AP/UB deserve nothing short of a death blow. And should serve as a warning to the sites that cheating or fraud is not in their long term interest!
  9. wavegoodbye wavegoodbye is offline

    Acme
    Canada

    Posts: 824
    Joined: Feb 06

    Dec 1st, 2008 (12/1/2008 1:22am) in reply to xX22Xx

    sorry but if u actually play there i have no sympathy...
  10. Shrubbery Shrubbery is online now

    Naperville, IL
    United States

    Posts: 3,150
    Joined: Oct 07

    Dec 1st, 2008 (12/1/2008 1:27am) in reply to wavegoodbye

    <span><span>Matthew: </span><span>Sir I kindly ask you to be patient as our support department are very busy at the moment. I assure you that you will be receiving an e mail anytime now,</span></span>

    <span><span>I'm glad they use proper english.... instert "is" please
    </span></span>
     1
  11. werd2u werd2u is offline

    Kansas City, MO
    United States

    Posts: 806
    Joined: Feb 07

    Dec 1st, 2008 (12/1/2008 1:30am) in reply to Shrubbery

    Problems for me too, $200 transfer from AP --> UB, 2 weeks later still hasn't shown up. I ended up putting some other money onto UB to play a few tournaments and they're telling me that it's the money that I transferred. All they have to do is look at my history to see that the money never transferrred. I'm averaging about 1 reply every 4 days in emails, definately taking all my money off both sites ASAP.
  12. Joshuwgb Joshuwgb is offline

    Green Bay, WI
    United States

    Posts: 192
    Joined: Jul 07

    Dec 1st, 2008 (12/1/2008 1:37am) in reply to werd2u

     
    Originally Posted by werd2u View Post

    Problems for me too, $200 transfer from AP --> UB, 2 weeks later still hasn't shown up. I ended up putting some other money onto UB to play a few tournaments and they're telling me that it's the money that I transferred. All they have to do is look at my history to see that the money never transferrred. I'm averaging about 1 reply every 4 days in emails, definately taking all my money off both sites ASAP.

    The first step is admitting you have a problem. Good decision.
  13. Hoobangin Hoobangin is offline

    Canada

    Posts: 1,767
    Joined: Feb 07

    Dec 1st, 2008 (12/1/2008 1:43am) in reply to Joshuwgb

    Hi guys i have a good idea... Lets play on UB, seems like a shitty site with shitty customer service and don't forget the scandals. What a great idea, one day i will be voted smartest man in the world.
     
  14. T Money T Money is offline

    Manorville, NY
    United States

    Posts: 222
    Joined: Jun 07

    Dec 1st, 2008 (12/1/2008 1:44am) in reply to xX22Xx

     
    Originally Posted by xX22Xx View Post

    <SPAN class=visitorname1>xX22Xx: </SPAN><SPAN class=visitortext1>why dont you just send me an email real quick so i can at least see that you guys have the ability to email</SPAN>
    <SPAN class=operatorname1>Matthew: </SPAN><SPAN class=operatortext1>Sir we are unable to do that because its a support issue. I assure you that you will be receiving an e mail with the solution to your issue. </SPAN>

    lmfao
    916 
  15. IGoTzNuTz IGoTzNuTz is offline

    Los Altos, CA
    United States

    Posts: 23
    Joined: Apr 06

    Dec 1st, 2008 (12/1/2008 2:06am) in reply to T Money

    i drunk self excluded myself from stars for the maximum after taking a 2 outter on the river about a week ago so I put money on AP yesterday but now I want it out asap. How long does it take to get a check from AP or by the sounds of it will I even get my check?
  16. Joshuwgb Joshuwgb is offline

    Green Bay, WI
    United States

    Posts: 192
    Joined: Jul 07

    Dec 1st, 2008 (12/1/2008 2:12am) in reply to IGoTzNuTz

     
    Originally Posted by IGoTzNuTz View Post

    i drunk self excluded myself from stars for the maximum after taking a 2 outter on the river about a week ago so I put money on AP yesterday but now I want it out asap. How long does it take to get a check from AP or by the sounds of it will I even get my check?

    I sure hope AP/UB have over draft protection.
  17. cloudyspirits cloudyspirits is offline

    Posts: 2,022
    Joined: May 06

    Dec 1st, 2008 (12/1/2008 2:19am) in reply to xX22Xx

    theres a find player option. when it wont take you to your seat type your name in that and then it will
  18. CeJeH CeJeH is offline

    Posts: 4,617
    Joined: Feb 07

    Dec 1st, 2008 (12/1/2008 2:37am) in reply to cloudyspirits

    this is what you get for playing at UB/AP/cereus/whatever the fuck they wanna call themselves. Did you not see the 60 minutes special?

    Why anybody who knows anything about online poker would willingly continue to play there is absolutely beyond me.
     
  19. Hoobangin Hoobangin is offline

    Canada

    Posts: 1,767
    Joined: Feb 07

    Dec 1st, 2008 (12/1/2008 9:55am) in reply to CeJeH

    People are just to greedy, there are some tournaments on UB that some people just don't want to give up. It's quite pathetic actually, especially with the money alot of these guys are already making. It's +EV, it's +EV, who fucking cares? The place is a fucking joke and so are you if you play there.
     
  20. PerfectPoker PerfectPoker is offline

    CT
    United States

    Posts: 364
    Joined: Mar 07

    Dec 1st, 2008 (12/1/2008 9:59am) in reply to Hoobangin

    lol, same thing happened to me $100 sng. E-mailed them bunch of times, finally a response in closing my account pending an investigation. LOL @ ub not wanting to pay me my money so they close my account. Now i have to send them personal information im very uncomfortable doing since they are so shady.
  21. Hanashk Hanashk is offline

    Minneapolis, MN
    United States

    Posts: 1,480
    Joined: Oct 06

    Dec 1st, 2008 (12/1/2008 9:59am) in reply to Hoobangin

    *************ATTENTION**************

    STOP PLAYING ON UB/AP.

    NEVER UNDER ANY CIRCUMSTANCES PLAY ON THESE SITES. WHY IS THIS SO DIFFICULT!?!?!?!?!?!?!?!?!!
  22. 420beats 420beats is offline

    Toronto
    Canada

    Posts: 53
    Joined: Jan 08

    Dec 1st, 2008 (12/1/2008 11:59am) in reply to Hanashk

    Obviously the software was released early and with the bugs because of new media coverage.they wanted to distance themselves from the scandals.wait a couple of months and im sure the soft ware will return to normal (scam).gl
  23. Iplaythabored Iplaythabored is online now ghost writer

    NY
    United States

    Posts: 1,922
    Joined: Jan 08

    Dec 1st, 2008 (12/1/2008 12:11pm) in reply to xX22Xx

    AP has the fastest checks out there from my experience, but the lack of the 3r's is gay
     
  24. EddieO EddieO is offline

    Tampa, FL
    United States

    Posts: 1,635
    Joined: May 07

    Dec 1st, 2008 (12/1/2008 12:29pm) in reply to Iplaythabored

    Cheating their players out of millions, denying they did anything wrong until the players forced their hand through unrefutable evidence, and bringing a black mark on online poker single handedly creating the type of hype that will only make it more difficult to ever be legalized and regulated is much gayer than lack of $3 rebuys imo.

    I'll never understand why just because they said "sorry you caught us here's your money back we won't try to steal it again" leads anyone to think the site is legit.
  25. CHIROPRACTOR CHIROPRACTOR is offline

    Bridgman, MI
    United States

    Posts: 82
    Joined: Oct 05

    Dec 1st, 2008 (12/1/2008 12:49pm) in reply to 1eyed_Ace

     
    Originally Posted by 1eyed_Ace View Post

    If nothing else....I swear becuase of this email I WILL NEVER GO BACK to ub....first the bax thing now this... I'm going to warn everyone I know to avoid em

    What happened with bax?
  26. Hazy_Cat Hazy_Cat is offline

    Alpharetta, GA
    United States

    Posts: 666
    Joined: Jul 05

    Dec 1st, 2008 (12/1/2008 12:50pm) in reply to xX22Xx

    1. go to buddy list (download it if you don'd have it)

    2. add yourself to list

    3. when u get booted restart ub go to buddy click on your name it will take you to tourny lobbby

    4. find your name in lobby click it it will take you to your seat.

    Thas has worked for me a couple times.
    if you tried this and it did not work don't know what to tell ya.
  27. BrokenTPot BrokenTPot is offline

    Fort Jennings, OH
    United States

    Posts: 167
    Joined: Mar 07

    Dec 1st, 2008 (12/1/2008 12:58pm) in reply to Hazy_Cat

    Just search for a player in the tourney you were playing at. This happened to me yesterday in the 200K and I was blinded out for a good 25 minutes. I just searched a friend that was in the same tourney, and then clicked take my seat in the lobby. Just a reaaallllly gay issue they are having with the new site.
     
  28. wonglondo wonglondo is offline

    Amsterdam
    Netherlands

    Posts: 2,338
    Joined: May 07

    Dec 1st, 2008 (12/1/2008 1:19pm) in reply to xX22Xx

     
    Originally Posted by xX22Xx View Post

    <span>

    <span>Matthew: </span><span>Sir I kindly ask you to be patient as our support department are very busy at the moment. I assure you that you will be receiving an e mail anytime now,</span>

    <span>Matthew: </span><span>Thank you for contacting us. We are here 24/7 to offer assistance to your good self. Do not hesitate to contact us again. We welcome your feedback. Please do take some time to complete our Exit Survey.
    </span></span>

    Looks like they hired ppl in india to handle their customer support, just like most cheap companies.
  29. 420beats 420beats is offline

    Toronto
    Canada

    Posts: 53
    Joined: Jan 08

    Dec 1st, 2008 (12/1/2008 1:36pm) in reply to BrokenTPot

     
    Originally Posted by BrokenTPot View Post

    Just search for a player in the tourney you were playing at. This happened to me yesterday in the 200K and I was blinded out for a good 25 minutes. I just searched a friend that was in the same tourney, and then clicked take my seat in the lobby. Just a reaaallllly gay issue they are having with the new site.

    This has always been a problem at ap
    The fact that it hasnt been fixed in the new software should be another RED FLAG.
  30. smugzy smugzy is offline

    Sherman Oaks, CA
    United States

    Posts: 137
    Joined: Jan 08

    Dec 1st, 2008 (12/1/2008 2:52pm) in reply to xX22Xx

    This customer support rep probably had 10 chat boxes going at once. People like you need to calm down and regonize that shit like this happens in every business during periods of trasition. They respond as fast as they can with the staff they have available.
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