SUBMIT A COMPLAINT

Fulltilt Poker / Rip off

United States Review updated:
Contact information:

I had a account on fulltilt a few years ago named raiserback2, I played fairly high dollar poker on this account for about 2 years, I had a problem with fulltilt due to some chargebacks on a credit card, I tried to dispute them with fulltilt, but they would not respond with any other details, they closed that account.

About 4 months ago I made a new account under a different name. I ran the account up to about 23k, I cashed 5k of the money out and was playing for about another day and after I had played for about 3 hours I logged off to go eat and when i came back and tried to log on, it would not let me. I checked my email and they asked me for identification, I decided to just tell them who I was and sent them my real i.d and asked them if we could take the money out of the new account and pay the debt in the old account.

After about a week investigation and numerous questions about the account they emailed me saying that the new account, blowyourdoeshow, has been closed for being a multiplayer account. They asked me to verify the fact that i owned both accounts and then email them from my primary account raiserback2 to go over the details to reinstate that account. They asked me to verify this before sending a email from the primary account. I had already done that at the beginning, so i do what they ask, and i get no response for days, it has been 13 days now with no response to either account.

Most times in this case people who had this happen before say they just transfer the money back into the primary account after the investigate and found out there was no cheating or colluding, there was no cheating or colluding in this case, they even stated it. So I get no reply for 10 days, so I am wondering what the hell is going on, so I log on to fulltilt and try to log on to the new account, blowyourdoeshow, the one that is supposed to be closed.

I try to log on and it still says the password or screenname is invalid, so just to see what would happen i try to get a password change sent to the email address connected to the account, they send me a new password to the email address, how can they send a new password to a closed account?

So now i try the new password and it says are system cannot log you in, please contact [protected]@fulltiltpoker.com. I try to email them 3-4 times asking what in the world is going on, no response from loginsupport. So now I try the same thing on the raiserback2 account, I request a password change and they send it to me, I try and log on and it lets me, but it takes me to a screen where i make a new password and confirm it, so i do that and then it says the same thing, our system cannot log you in, please contact [protected]@fulltiltpoker.com,

so i send them 3-4 emails also, no reply. This is very frustrating, I cannot receive a response from any department at fulltilt, and have been playing on the site for 3 years and done more then 250k worth of gambling on the site. I do not see how this is possible that they get away with this. Anything i can do, i will do, i just don't know what my options are.

I have all the emails concerning this matter, I even dealt with 1 fulltilt employee the whole time through the investigation, who responded almost everyday until they closed the account. They will not respond to me no matter what i say in the emails. It is almost like they took the money and are stonewalling me, I am frustrated and very angry at this matter, any other piece of information i can provide to help i will do so. PLEASE, anyone that has any advice or suggestions, please respond.

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Comments

  • Rt
      Nov 12, 2008

    The same sort of thing happened to me!!! Money was taken from Visa card, FT reembersed me then 2 weeks later took the lot back and emptied any one elses account who had used our computer to play, then barred everyone saying there was still monies outstanding. Not sure how legal that move was but thats it for me, thats for sure, still very angry as it was about $450 au unbelievable. As i said ANYONE who had played on our computer their accounts were closed, permanantly.

    0 Votes
  • Jo
      Mar 31, 2009

    they got me with this also i had an account with 1.1 k i went to play a tournament and in the break i went away and when i came back the account was disconnected and i couldnt log in it said invalid username and password then i mailed them about 10 times already and no reply and every day i dont play i lose about 2 k worth of cash.. there just a bunch of rip offs

    0 Votes
  • Da
      Apr 08, 2009
    Fulltilt Poker - day light robbers
    England, Greater London
    United Kingdom

    ive been playing full tilt for a long time under reno_007, and from my expereance and belief that site can control games and they can choose who wins and who loses.
    its day light robbery, its a rip off...

    0 Votes
  • Ba
      Apr 13, 2009

    ummm...what i can say about this is the following:

    this website is totally a scam...i have played real money there and found out the following:

    1: the system employs bots to play against players

    2: they will raise you everytime when you are on big blinds with bad cards

    3: they will fold when you have AA or KK

    4: they will lose you small money but every time with big pots they always win even they have crappy cards. For example, I have AK, i raise and the system calls, then flop shows A K 2, I bet, system then raise, then I reraised, system call. Next card showed 9, I bet, system went all in and I called. River showed 6 and I lost. Guess what the system had? lolz...the answer is 66...in addition, this is only one of the examples

    5: this website is totally a scam. they know what cards u have and mostly the possibilities you will call, then finally you lose all you money...lol...

    6: i am done with this website and had learned my lessons...hopefully there will be somebody outhere can shut them down...

    0 Votes
  • Ba
      Apr 13, 2009

    oh...sorry i missed one more point with #3. they will fold every time instead of rasing you when you are on big blinds with AA or KK. See my point? i mean every time...haha...that's true...i am not angry now, because i just thought i was stupid, so i blamed on myself...because this website is a scam and i still used it...is a setup!!!

    0 Votes
  • Be
      May 10, 2009

    Hee Haw

    0 Votes
  • Be
      May 10, 2009

    177 Tourneys and 500 Cash game hands in less than a year is a long time? Get real donk.

    0 Votes
  • Ma
      Dec 21, 2009

    Hi,

    Exactly the same problem happend to me. I deposited my money, played for a day with no problems. However, the next day I tried to log on and my ID / Password was declined. I have tried to reset the passwords as indicated on the Full Tilt website. This does not work either.

    I have tried to send E-Mails to the Support Team, but the just send back atuomatic responces saying the problem will be dealt with in due course, and a member of the team would contact me...this never happend.

    So in summary Full Tilt has my money, and will not refund it to my account... does this seem like theft !!!

    This is not good enough

    0 Votes
  • An
      Dec 27, 2009

    in your user agreement you agree that each person can only have one account on full tilt poker. more than one is in violation of the agreement you made, so they then could legally void your account.

    read the fine print.

    0 Votes
  • Tr
      Dec 30, 2009

    just try to withdraw money from your account and you will find out
    how much you can trust fulltilt poker. hundreds of complaint are more and more
    appearing everyday... they closed my account, they do not answer my e-mails
    and they of course not returning my money... how in hell do they let this people
    steal money from the public like that!!!.
    I, feel like vomit.

    tragabalas.

    0 Votes
  • Jo
      May 18, 2010

    Any site u play on regulated by KGC is a joke. Full tilt has some of the worst poker software on the net and thier customer service is absolutely horrible. Bottom line...don;t play on these canadien sites. They are all a huge rip off with little or no regulation.

    0 Votes
  • Sc
      Jun 29, 2010

    I have a restriction on my acoount over $12.00 LOL!! Them money has been sittting in my account for over a
    week now!! i have sent numerouse e-mails to lift the restriction, to no avail. Seriously, I want to play but can't over $12.00... The money is sitting in my bank account...do they want the money or not?

    0 Votes
  • Fu
      Jul 01, 2010

    I am so frustrated and upset. I have deposited $600 into a new full tilt account. I built the account up to $725 in a day. The very next day, they closed my account and said that there were muliple accounts opened under the same name. Which is untrue. My boyfriend happened to have and account that he created on the same computer. They asked me to send in documenatation proofing that there are two different individuals. I did just that, over a week and a half ago, and since had no response or reply, after sending numerous emails. I even sent complaints to Kahnawake Gaming Commission, which apparently no longer deals with full tilt, and directed me to Alderney Gambling Control Commission. So I have emailed these guys, and explained my situation, and they have been no help whatsover, I keep getting the run around. It is so frustrating how a company like full tilt as big as they are, can just take your money, suspend your account, with no ryhme, reason, or explanation, and get away with it. CAN THEY GET AWAY WITH STEALING PEOPLES MONEY LIKE THIS? There has to be a way for me to get it back?

    Copy of emails sent to them:
    ----------------------------------------------------------------------------------------------------------------------------------------------
    Hello,

    This is to inform you that the following multiple accounts have been closed:

    """""""
    """""""""

    Your primary account """"""""" has been left open and you may continue using it to play.

    Our policy is that one Full Tilt Poker account is allowed per player.

    We cannot permit you to use any account other than your primary account.

    If you would like a full explanation of our site terms, please visit our website at: http://www.fulltiltpoker.com/site-terms

    This closure applies to all versions of the Full Tilt Poker software originally downloaded from any of our .com, .net or .org websites.

    Please contact us from the registered email address for your closed account """""""""""" to confirm that you would like the remaining funds in this closed account transferred to your primary account.

    We thank you for playing at Full Tilt Poker and appreciate your understanding.

    Regards,


    Full Tilt Poker Support

    ---------------------------------------------------------------------------------------------------------------------
    XXXXX,

    I do not understand why my account has been closed?

    This is my first full tilt account I have opened up.

    "XXXXXX" is my boyfriends account XXXXXXX

    and "XXXXXX" is his cousin XXXXXXX.

    My name is XXXXXXXX.

    I do not understand the problem here.

    Can you please explain this to me?

    Thank you.

    Sincerely,


    XXXXXXXXX

    --------------------------------------------------------------------------------------------------------------------------------------------------


    Thank you for contacting Full Tilt Poker Support.

    This is an automated response to confirm we've received your email, and a representative will respond to you as soon as possible.

    Please be advised there's no need to reply to this email.

    Thank you for your patience.

    Regards,

    Full Tilt Poker Support
    ---------------------------------------------------------------------------------------------------------------------------------------------------------
    Hello XXXXXXXXXXX,

    Thank you for your response.

    For verification purposes, we require proof that each Full Tilt Poker account belongs to a separate individual.

    In accordance with Full Tilt Poker's site terms, players can only have one Full Tilt Poker account. If you would like to view our site terms, please visit: http://www.fulltiltpoker.com/site-terms

    Please send us clear copies of each of these two documents:

    1) Photo ID:
    One of the following that shows your date of birth and the date of issue/expiry: valid driver's license, passport, or government-issued ID.

    2) Proof of Address:
    One of the following dated within the last 60 days and in your name: bank/credit card statement, utility/cell phone bill, or home/auto insurance papers

    We recommend that you send a scanned copy or digital photo of your documents as this produces a clearer image. Before sending your documentation, please ensure they meet the following requirements:

    * Copies must be clear and legible (96 to 150 DPI or higher recommended for scanned copies).
    * The document needs to be a full page and complete (bill/pay stubs, folded papers, envelopes, and partial sections are unacceptable).
    * Bills must clearly display that company's letterhead or official logo.
    * Your address verification document must display the same name and address listed on your Full Tilt Poker account.
    * We can only accept email attachments of 3 MB or less, and attachments can be in either JPEG (.jpg, .jpeg) or PDF (.pdf) format.

    Alternatively, you may fax these documents toll-free in North America to 1-877-TILT-FAX (1-877-845-8329), or international long distance by dialing your country calling code followed by our fax number. For example, from the U.K. dial 00+1+877-845-8329.

    If you choose to fax your documents, please set the contrast to half tone. This will reduce the blackening of your photo and provide a clearer faxed image. If your fax machine does not have the half tone option, you may wish to select the "photo" resolution option.

    To expedite the processing of your documents, remember to include your Player ID, real name, and the reason you're sending in your ID.

    Thank you for your cooperation, and if you have any further questions, please feel free to contact us.


    Regards,

    XXXXXXXXXXX
    Full Tilt Poker Support
    ------------------------------------------------------------------------------------------------------------------------------------------------------
    XXXXXXXXXX,

    Ok, that's not a problem.

    Once, I send in these documents, what happens?

    Will you reinstate my account?

    I have a balance of $748 dollars.

    thanks

    Sincerely

    XXXXXXXXXXXX

    ----------------------------------------------------------------------------------------------------------------------------------------------------------------------
    Hello XXXXXXXXX,

    Thank you for your reply to Full Tilt Poker Support.

    We're sorry you're frustrated with our policy for verifying identification.

    We request identification to protect your account from any possible fraudulent activity, and when we process identification, we apply the same criteria and standards to all our players.

    Please send us your identification documents as specified in our previous email.

    We prefer you email us scanned images of your documents, as this method yields better results. Many office supply stores provide scanners for use by the public. You can also take digital photos of your documents and email them to us, provided they are in focus, and unobstructed by camera flashes.

    Before emailing your documents, please ensure they are legible, in JPEG (.jpg, .jpeg) or PDF (.pdf) format, and do not exceed 3 MB.

    If you choose to fax your documents, please set the contrast to half tone. This will reduce the blackening of your photo and provide a clearer faxed image. If your fax machine does not have the half tone option, you may wish to select the "photo" resolution option. We recommend using a photocopier to enlarge your photo ID to two or three times its original size. Most photocopiers provide this option.

    To expedite the processing of your faxed documents, please include the reason you're sending your ID, your Full Tilt Poker Player ID, and your real name on the fax.

    You can fax your document toll-free in North America to 1-877-TILT-FAX (1-877-845-8329) or international long distance by dialing your country calling code followed by our fax number. For example, from U.K. dial: 00+1+877-845-8329.

    We appreciate your cooperation, and look forward to hearing from you. If you have any questions, please let us know.

    Regards,

    XXXXXXX
    Full Tilt Poker Support

    -------------------------------------------------------------------------------------------------------------------------
    XXXXXXXX,

    I am not frustrated with the identification policy, I think it is a good thing, and makes me feel safe playing online.

    My question, was once I do send my documents, will my account be unsuspended and can I play again?

    p.s. How come every time I email customer support there is a different person who responds.

    thanks

    Sincerely,

    XXXXXXXXXXXX

    ----------------------------------------------------------------------------------------------------------------------
    Hello XXXXXXXXX,

    Thank you for your response.

    First, we would like to apologise for the confusion from our last email.

    Second, as we explained, in accordance with Full Tilt Poker's site terms, players can only have one Full Tilt Poker account.

    If any of the accounts that we closed is not owned by you, please send us an explanation of your relationship to that account and documentation to confirm your identities. For verification purposes, we require proof that each Full Tilt Poker account belongs to a separate individual.

    Please send the requested documents to us. Once we have received and verified all the requested documents from these accounts, we will contact you with an update on the status of your account.

    We appreciate your understanding and cooperation. If there's anything else we can help you with, please let us know. We're always here to help.

    Regards,

    XXXXXXX
    Full Tilt Poker Support
    ---------------------------------------------------------------------------------------------------------------
    Full Tilt,

    Please find attached requested documents for accounts:

    XXXXXX- YYYYYYYYY
    XXXXXXX-YYYYYYY.

    my relationship to "XXXXXXX" (XXXXXXXX) is his girlfriend.

    please reopen account XXXXXXX.

    thank you.

    Sincerely,

    XXXXXXXXXX
    -----------------------------------------------------------------------------------------------------
    Hello,

    I am writing to inquire of my account status.

    I have sent the required documentation asked of me.

    It has been over two days and I have not received any response regarding my account that was closed.

    Pleased update me on this matter.

    Thank you.

    Sincerely,

    XXXXXXXXXXXX
    -------------------------------------------------------------------------------------------------------------------------------
    Full Tilt,

    This is my third email now regarding my account.

    It has been over 4 days since I sent you the required documentation asked of me.

    I would really appreciate some type of acknowledgment that you received this documentation.

    This is not very courteous or business friendly to ignore me for over four days now.

    Please respond and let me know the status on my account please.

    Thank you.

    Sincerely,

    XXXXXXXXX

    0 Votes
  • Fu
      Jul 01, 2010

    Email to Gaming Commision:
    -------------------------------------------------------------------------------------------------------
    Hello,

    I have opened an account on Full Tilt Poker and made my first deposit in the amount of $600 on 6/20/10. The account was created a few days prior to that.

    The following day, my account was closed "XXXXXX" (XXXXXX) and I received an email from full tilt poker, saying my account has been closed. They refered to my boyfriends account "XXXXXXX" (XXXXXXX).

    I emailed them, and asked why they closed the account? They informed me that there can only be one account per person, and not to have multiple accounts. I explained to them that this was the first account I have opened up, and that "XXXXX" is my boyfriend.

    So, they asked me to verify my identity bey sending in proof or documentation of drivers license and utility bill. I did just that. That was 5 days ago. I have not received any email from them acknowledging that I sent them the required documentation asked of them. Even, after sending 3 emails asking them of my account status.

    The fact that they have not sent me any email or reply to my inquire of my account status in five days, shows a true lack of business respect and horrible customer service. I understand they are a huge company, and do not understand how they can treat people like this.

    I had an account balance of $725. I am worried that they might have stolen my money.

    Can you please help me?

    Thank you,
    very much.

    Sincerely,

    XXXXXXXXX
    ------------------------------------------------------------------------------------------------------
    Dear Ms XXXXX

    Thank you for your email. Since December, 2009 FullTiltPoker has held it's primary license with the Alderney Gambling Control Commission. You should direct any issues you have concerning FullTiltPoker to: [protected]@agcc.gg

    Sincerely
    XXXXXXXXXXX
    Dispute Management
    Kahnawake Gaming Commission
    Email: [protected]@gamingcommission.ca
    Phone: +1.450.635.1076
    -------------------------------------------------------------------------------------------------------
    Dear XXXXXXX,


    Thank you for contacting the Alderney Gambling Control Commission. It would appear that Full Tilt Poker are still in the process of their investigations, therefore the Commission will be having no involvement at this time. Please note that Full Tilt Poker’s decision on whether to keep your account closed will be final.


    Kind regards,


    XXXXXXXXX

    AGCC

    ----------------------------------------------------------------------------------------------------------------
    Christie,

    I have received no email from full tilt even saying they are conducting an investigation. Before my account was closed, they would reply to my emails within 20 minutes. It has been almost a week since they even responded to me after my account was closed. They took my $725 with no explanation. I have sent them the required documentation proofing my identity 6 to 7 days ago. I don't understand why it would take this long to make a decision wether my account stays open or closed. And if they do decide to close my account they will take hard earned money from me just like that?

    please reply. (very frustrated)

    thank you

    Sincerely,

    XXXXXXXXXXXXXXXXXXXXXXX
    ----------------------------------------------------------------------------------------------------------------------
    Dear XXXXXXX,


    Thank you for your response. I have been in contact with Full Tilt Poker who have confirmed that they are still in the process of conducting their investigations and are yet to receive the required documentation. Please contact Full Tilt Poker directly with the required documentation as they are unable to take any further action and your account will remain suspended until this has been provided.


    Kind regards,


    XXXXXXXXXXXXXXXX

    AGCC

    --------------------------------------------------------------------------------------------------
    XXXXXXXXXXXXXXXXXX,

    Thank you for your response.

    As I specified in my prior email. I HAVE sent them the required documentation asked of me. 2 documents each of myself and my boyfriend "XXXXXXXXXXXX" confirming our individual identity's. Both a copy of each of our drivers licenses, and a copy of a utility bill, for my boyfriend, and a copy of a student loan bill for myself.

    They should have received this documentation, as I emailed it to them on 6/22/10 9:41:11 p.m. If they did not received it which they should have, they did not inform me of anything, wether they received my email or not, despite my 3 follow up emails preceding the original. So you can clearly understand my frustration in this matter.

    I have no problem resending the documentation to them. As a matter of fact, I will resend once again, to appease them.

    My main purpose of the email to you, is to get them to coordinate with me, because I am getting the silent treatment from them, despite my numerous emails.

    thank you for your help in this matter.

    p.s. I have copied and pasted all prior emails between myself and full tilt for your viewing down below.

    Sincerely,

    XXXXXXXXXXXXX
    --------------------------------------------------------------------------------------------------------------------

    Full Tilt,

    This is my second email sending you the required documentation asked of me.

    What is going on with my account? This is no way to treat a customer. I am very frustrated and outraged at the poor customer service I am receiving, especially considering I have invested $600 to play on your site and I have no idea where my money is.

    I would appreciate a response or reply email.

    Thank you.

    Sincerely,

    XXXXXXXXXXX
    ----------------------------------------------------------------------------------------------
    XXXXXXXXXXXXXX,

    I would like some type of response. It has been almost a week and a half, and My money deposited into the full tilt account is no where to be found. I am mortified. How can a company steal somebody's money and get away with it?

    I thought you were suppose to supercede and monitor these online sites, are you going to help me or not or is my money lost forever?


    Sincerely,

    XXXXXXXXXXXXXXXXXXXX
    ---------------------------------------------------------------------------------------------------------
    Full Tilt,

    This has gotten to the point, where I am now convinced you literally just stole my money that I have deposited with no ryhme or reason or explanation, other than you claim one individual opened up a multiple account, which clearly sending in the documentation has not.

    I have had no response or reply from you in over a week and a half, since I have sent you the documentation asked of me showing proof that there was no individual opening up multiple accounts.

    WHAT IS GOING NO WITH MY MONEY?

    You are a huge multi-million dollar business, how can you treat customers like this and get away with it?

    I demand a response IMMEDIATELY!

    Sincerely,

    XXXXXXXXXXX
    ------------------------------------------------------------------------------------------------------------------

    0 Votes
  • No
      Mar 15, 2011

    Obviously, they are careless and they are not taking their responsibility of resolving your problem and refunding your money first in full of $725 or what ever balance you had with them. Then if they choose to close your account for the non sense reason, then they just lost your business and word of mouth travels and no one would like to put up with any foreign poker site that treats poker player like dirt. Hell with them, and just take your money and play live poker at your closest casino which is lot safer than any online poker site. So much scams and fraud going on, and they have all the power to do million things in the back door that can benefit their operation. There is no oversight nor a real gaming commission that can really oversee of what’s going on, Foreign gaming commission get paid and get kick backs to go along wih what ever the company wants to do to make their profit. Rest assure the US is next to have online poker legalized and its better using a US company than a foreign one. Yet, over all use live poker as much as you can.

    0 Votes
  • Pi
      Apr 09, 2011

    hmzz.. I played mostly for fun, but lately some more for real, and indeed what you guys say about how you lose the money i also noticed!
    Seems almost like its impossible to win, if i had a real good hand, ''the other'' always had better :(
    Something i didn't noticed at the fun tables... Someone needs to investigate/hack that site to uncover the truth..

    0 Votes

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