Carbon Poker...PLEASE HELP ME!!!!!

Can anyone please help me?

Ive been playing online poker for quite some time now on Carbon poker. Ive never had any problems using the site, but ive never withdrawed money either. Last night i deposited some money. Right after i deposited, i noticed that on the 'Cashier' page, under the heading 'Gender' it said Female. When i signed up with Carbon, i must have accidentally selected female instead of male. So before i started to play with the funds i just deposited, i emailed carbon supper, and just asked if they could change it for me, because i dont see where the option is to change it. I went on to play some tournaments and play cash games, and i actually did VERY well for myself. So this morning i log on and i start playing at a cash game table. About 15 minutes into it, the software just suddenly closes and says ive been suspended. Now, the only thing that i can imagine that affected my account, was when i asked to have them change my Gender in my account since it was wrong. So now im out my ENTIRE bankroll because i asked them to change something that was wrong on my account?

Any help is MUCH appreciated!!!

Send an email to security@carbonpoker.ag.
They have pretty good customer service, you most likely just have to verify your account.

Yeah, their customer service is pretty good. Just tell them what was wrong and they'll probably ask you to provide evidence. Once you provide the proper evidence, they'll un-suspend it for sure.

I would email customer support, what youll probably have to do is verify your account which is just scanning your ID, and credit card that you used to make a deposit and then theyll send you a authorization paper youll have to print and sign and send back!

I sent them an email at 10:30 a.m. how long do you think it will take to get a response?

Maybe a couple days at most I suspect. Don't worry about it, you will get clear in no time.

it should be fine after a standard verification with documents...

They usually respond within a day. My verification process took many days, but every time i sent in an email, they sent one back within 24hrs.

as long as all the other account info is ok, I would imagine there should be no problem. Keep ALL correspondence through email or whatever and ALL other information (screen shots of notifications, anything really)

I mean, say your name is Jack Spratt, and you gender is female, pretty easy down the line to justify "Hey, I clicked the wrong gender and didnt notice when signing up"

If the name on your account is Jane, however...lol. I am assuming this is not gonna be an issue.

If it was only a mis click on gender (not saying it wasnt, but you would not believe some of the stories we hear), and you have problems, post here and you will get support.

Sadly, Carbon has not the best reputation in fast support, so be patient.

Ya well i think i just got screwed out of $1,400.00 in my account. This is the email that i got back this morning...Honestly, i dont even know what it means that he said...


Dear Jason,

Thank you for contacting us.

Unfortunately, your account has been disabled for security and verification purposes. We cannot disclose any details, other than this was a decision taken at Management level. Regrettably, we will be unable to enter into further correspondence pertaining to this matter.
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. please quote this number in any further communication on this subject.

Kind regards,

Mike Brown --

First thing

DON"T PANIC!

Be polite as possible while they are investigating this stuff. They are not here to screw you out of anything, they are not here to get screwed either. For money transactions their big concern these days is accuracy. So they are doing something to verify everything about your account, and possibly you.

Hang in there, it will not be comfortable.

Either that or provide proof of that sex change operation you had in July.......

Well i thought the issue happened, because i asked them to change the gender for me, but its not that, because i also got a 2nd email saying that they changed it for me. What do you mean they are investigating it? How did you get that, from that email??

From the email you provided, along with the many similar posts over the years. We see several a year.

'your account has been disabled for security and verification purposes.'

a form of investigation

Have you tried to log on since you got the 2nd email?

There is also the possibility that there was a problem with how you funded the deposit. All these things will come out in the verification process, however, you will never know what it is they found out. But if things are legit, you have no reason to worry. There are many posts at CC regarding a slew of different aspects about this and related issues. Finding them might not be simple, but they are around.

From the site's (and all site's operating in the US these days) there is a mine field of regulations and unresolved legal issues, individual State laws, and a myriad of other stuff that they need to satisfy to be able to continue their business.

Yes, i just tried, and still the same thing. I just thought it was weird that they didnt ask me to send them my ID, instead just said "Regrettably, we will be unable to enter into further correspondence pertaining to this matter."

Doesnt that mean that im basically screwed?

Temporary...Had you ever done the Verification process thing with Carbon?

No, i deposited for the first time in like 3 years. They never asked me to send them anything. BUT, i just found out that my account was locked on sportsbook, because of asking for to many bonuses(lol??) Could this be why this is happening? If it is, then that is absolutely ridiculous!

Doubtful.

I may be wrong, but I believe that recently (post Black Friday), most sites are instigating what used to be a withdrawal process into a first deposit process. That is where the sites want you to prove who you are (Pic ID, bills, w/e).

If you think about it dispassionately, you can see it is a good thing. The sites will always know who you are, and you won't get bugged again. 3 years ago, it is unlikely you had to prove who you are to them. Unless you withdrew since then, you still haven't proven who you are. Expect to do that soon.

I never had the problem at any site until I withdrew. I have built from zero BR's at many sites where I never have verified myself to them. I expect I will have to when I build those BR's up to 5 digits and request a withdrawal.

Patience friend, things will work out.

Ya man, i do understand what your saying. But my point is, if that was the case, then it that email i got this morning, wouldnt they have asked me to send them those documents? Instead of just saying what they said?

Also, i just checked my online bank card, and it shows my deposit as still "Processing". Are they maybe waiting for it to be fully cleared? Or does that not matter?

That may be the whole thing in a nutshell. Remember that one of the problems Full Tilt ran into was posting deposits to player accounts before the funds were actually received. Lesson learned by all sites that is a bad thing to do. And it is a thing you would run into anywhere after the FT fiasco.

It might be that your bank card is balking at moving money to a poker site. They have to deal with the UEGIA law, and things are unclear.

How Carbon handled this IF that is the case is uncool, to say the least. A simple statement about awaiting funds would have been fine. They should look at how their statements can be mistaken by their customers.

Again, hang in there, things will work out.

Oh, BTW, you are getting close to your new member daily limit of posts (7 I think) and might not be able to respond till tomorrow. If things work out today, please return tomorrow and close this 'issue' out, or add new info.

Uhh good job there Carbon!

Seeing as they don't seem to know what the hell they're telling you, you're best off juast asking them straight up if they're (a) temporarily blocking your account pending receipt of ID/proof of residency or (b) are accusing you of cheating somehow (e: or (c) if it's the bank card thing).

Some questions while you wait for them to respond.

- You say you did well in tournaments/cash games - how well? How much did you deposit and how many/what tourneys/cash hands did you play?

- Did you play any heads-up cash games and/or play against anyone who seemed like they were throwing money away?

- How long have you played at Carbon for? Did you have any money in your account before depositing (e.g. freeroll winnings)?

- Have you tried to withdraw any/all of the winnings you ran up?

e: Yeah it may be the bank card thing too, although logically if this is the problem they should be telling you that (but then again that goes for whatever the problem actually is, so bleh)

This no further correspondence line is standard procedure for them and would drive me crazy. I think it stems from merge security being separate from the sites and you just get the run around/no answers. I've seen one or two people post this before only to have their account reopened, so not without hope.

PM pastage while I wait for Debi to get on and sort the 7 posts thing (posted with permission ofc ).

Ya, im waiting on their response now..

UPDATE: Im currently talking back and forth to a Carbon rep. on a different forum. I explained the problem, and gave him all the info, he told me about 2 hours ago, that hes looking into it. Hopefully, he can clear this up for me!

I just got this email from their security department.


Hello Jason,

We are sorry for the inconvenience, but our security department reserves the right to close any account if evidence of play contrary to accepted standards of fair dealing, is found or suspected. Such account termination shall be made by Management in its absolute discretion.

As far as the funds on the account,we will need you to please provide us with the following in order for us to be able to send them to you:

- A legible copy of a valid driver's license, passport, or other government issued photographic ID.

- The front and back of the credit card used for purchase on your account (if any)

- A copy of the filled out 'Identity Verification Form', which you can locate in our Account Verification Section; under our Support Menu (please see attachment).

Also please note that we have sent the request for the $20 deposited into your account to be sent back to the card used to make the deposit.

You can upload these documents directly to your account using the ‘file upload’ feature, located in the support area from the player admin. Once we have fully reviewed the documentation we will promptly email you with an update. Until a response is received we have inactivated your poker account.

We apologize for any inconvenience and thank you for your cooperation.

Kind regards

Andrea M.
Carbon Poker Security

I mean, im happy that they are willing to send me the money in my account, but the whole point is that i didnt want to withdraw, i finally built up a nice bankroll, and i want to continue playing...I mean, it wasnt like a won all my money from 1 person in 1 hand..I won numerous pots of all different sizes from numerous players.

Do you have rakeback on this Carbon account?

I dont even know what that is lol. Why do you ask?

Just wondering. Do you still have accounts on other Merge skins (Sportsbook, Lock, Black Chip, etc.)?

Ya, i have an account on Sportsbook, but i refuse to play on there because i lose everytime i deposit, which is why i switched to Carbon in the first place. And now they lock my account because i won....

You've never had a second account on any Merge skin? Never created a second account for another deposit bonus or anything?

Nope, ive never made a 2nd real money account. I have no reason too.

By the way, if you read the email he sent me, the reason they locked my account is because of fear of cheating, because i deposited $20 dollars at about 11:30 p.m. eastern, and about 6 hours later at 5:30 a.m. I had over $1,400.

I mean dont get me wrong, im happy that ill be getting my funds, but i dont want to withdraw. I finally built up a nice roll, and now there making me withdraw it. I mean, ive deposited so much money in the past few weeks on Sportsbook, and i just kept losing, so then i decided to switch to carbon, which is why i deposited the 20 dollars.

Just tell them you are a he-she and that you were feeling moody the day you signed up

You obviously didnt read the entire thread....I found out that the issue wasn't me asking them to change my gender, it was the fact that i deposited 20.00 dollars, and turned it into a little over 1,400 in about 5 hours.

Apparently they labeled it as "suspicious activity" and are going to give me my money and not let me play on the site anymore.

That's not exactly what they said, they didn't suspend your account because you run good, they said that they "reserve the right to close any account if evidence of play contrary to accepted standards of fair dealing, is found or suspected.".

Just doesn't seem like we're getting the whole story. Are you sure you weren't playing at a table with someone you knew? No softplaying or anything like that? Can you post the hand histories of the big hands you won?