Serious question about Carbon practices

Not so much a question, but this is very irritating and looking for either similar experiences or some piece of mind.

I usually play on Bovada but decided to try out Carbon. So I signed up and deposited some money. Things were going well, but then only two (2) days after my deposit I go to log on and it said my account has been suspended due to security reasons. Ok, so I call the support number found on the message that pops up when I try to log into my account on the Carbon site, only to be Told by the rep that they don't deal with the Carbon Poker accounts. Wait what!?!? That's the number they said to call to inquire about my locked account. So that's odd.

So I try the Carbon live chat only to be told it was a security issue and they didn't know any info about it. Wtf.

So after a few support emails I'm finally told I need to send a scanned copy of my ID and debit card used with my name on it. So I did as I was asked. After hearing nothing I decided to do a follow up email. I was told it would take no longer than 48 hours to verify my documents. Well it's WELL past the 48 hour mark by days and still locked out of my account.

It takes a lot of trust to deposit money into an online thing, for me at least, and to now have this happen? For one, I don't understand why they need to deactivate someone's account and deny them access to their money, when they could easily do the verifying without suspending the account. If there was a problem with the verification then I would completely understand a lockout.

Has anyone else come across this? Have I been scammed? Or is this Normal practice? I didn't have to go through this with Bovada at all. Do I need to take legal action?

Thank you for any advice or input

PS - I am a US player if that makes a difference

Carbon is legit. I'm sure there was just something they detected about your account that raised a flag. It may be benign, and if so I'm sure it will be sorted. The number you called might been Merge (the network). They don't support skin customers, but not sure why the client software would have given you their number, unless it's a placeholder and Carbon forgot to substitute theirs during the rebrand build.

They have a support email!
think that carbon live support is not working? the live chat support maybe ...merge network support?

just email carbon support see what is going on with your account -- good luck!

The issue you're having will be resolved shortly, Carbon, is an excellent site, and honestly you have nothing to worry about at all with your funds and/or your account (they both are in safe hands)

I have never had that happen, hopefully you get it sorted out.

Did you use a bank card? Maybe the deposit didn't go all the way through. It might have gotten kicked back for suspicious activity.

I'm guessing here but I would think this may be more about the bank you have a DEBIT card with than about Carbon - it is possible it may not get resolved, but you should eventually see that money come back to your account. And again, more about your bank than Carbon. Carbon is trying to make it work and the bank is the hold-up.

At carbon my deposit got rejected until i sent my info,licence,adfress but my account never got locked.
I recommend to use a prepaid debit card and your actual bankcard,just to be on the safe side.

You are going to take legal action? Good luck with that.

Thank you all for your responses! My account has been reactivated. They said they just needed to verify my documents. Just weird because I've never had to do that with any other site. And it was just odd that they locked it during that period and kept claiming they couldnt disclose information.

It's been resolved though thankfully

Happen to me when I played in other country

Carbon and/or merge wants you to download and sign the credit card thing/paper.,then scan it and send it to them,plus scan the front and back of your credit card.All of this before you deposit.Thats why you got flagged I would guess.

Carbon is legitimate for a poker room, but I wouldn't call them gold standard (nor any skin on the network).

Things like acquiring other skin players and not honoring VIP points (saying they are a skin liability, yet not negotiating that into the deal they made with the skin...) and suddenly devaluing VIP tiers and points for the top level players (35% to 15%) are things that have happened this year that have angered many players (rightfully).

Luckily, many of the people involved in Carbon are excellent people and work hard to offer good game structures, tournament schedules and fair rake to players.

It's a mixed bag, but overall a good site for the USA facing side.