Unfairly blocked account, HELP!

I have just joined the cardschat community because I saw the forum I think that I may find a solution to my problem in here.

Long story short, I played about a month on PRIMEPOKER.COM (ongame skin) and I had my account blocked when I requested to withdraw my money (random checks, as they say).

After 2 weeks and after sending them everything they requested, they inform my account will be permanently blocked.

I asked for explanations, they didnt give me any.
I have asked for my money in my account ($728), they replay with this stupid automated message:

"" Please be advised that your account is permanently blocked and no further corespondence needed.
Kind regards ""


I can assure you that I didnt do anything to deserve this, no collusion, no cheating, no false details, no swearing, nothing!!!

I sent have sent about 5 emails at Ongame Obudsman about one and a half week ago and I only received an email that they will look upon it, but they really did not convice they will do much.

I am really frustated with this story, if anyone has any advise please help me!!! I dont want to have my account unblocked, I just want to withdraw my money and get the hell outta there!!!!

If I was you I would try ringing them up, perhaps this way you will be able to ask questions and recieve proper answers instead of automated garbage. You need to find out why they have decided to block your account.

I've never had this anything like this happen so I'm afraid thats all the advice I can offer but I'm sure someone on this forum will be able to advise you better than I.

perhaps we could create a catchall for threads like this similar the i got logged in as someone else threads.

I have heard of these things happening but its always on a pokersite that i really never hear about. For future reference I would only trust the poker sites that they actually have a commercial for and players like hellmuth, ivey, Negreaneu representing those particular poker sites. Its just me but i have a little more faith in those poker sites such as Absolute Poker,Ultimatebet,FT. Those are they only sites i play on and i have never had a problem withdrawing money.
As far as your question goes, I wouldnt get my hopes up that your going to get your money back even though you probably did nothing wrong. In my opinion its a small time poker site and they really dont care who the screw over.

Anyways GL

post all your relevant e-mail correspondence with them in its entirety.

First, I think ringing them is out of the question as they only have an Gilbaltar(?) number and I think the phone bill will be much higher than $728...

Second, Primepoker.com was recommended in the Flopturnriver.com, and I have to admit I went there just for the bonus (yes, I am bankrollwhoring... ).
Furthermore, they cooperate with Ongame Network, which is, as far as I am concerned , a large and serious poker corporate.

ohh, sad. thats why better play on popular sites... like pokerstars.com or fulltiltpoker.com, there is too many scary poker sites where have very big problems with withdraw.

^^this

I highly recommend going the phone call route.

Gibraltar is in Spain (the Spanish will tell you that Gibraltar is PART of Spain, but our British members may dispute that).

Anyways, go to your local convenience/drug/super store, buy an international calling card (make sure the shop attendant activates the card for you). For $10, you will receive several hours worth of phone calls to Europe (when you have finished, you can use the card for US calls too). I highly recommend going the phone call route, as this may just be a mix-up rather than a scam.

Please keep us posted.

PRIMEPOKER:
Dear Dimitris (_CALAMARIS_),
Your account has been temporarily blocked for a random security check. As a result, we need you to please confirm your personal details, as registered on your poker account.
Security checks like this are carried out in order to maintain a safe environment for all our customers and for this reason; we would appreciate your assistance in verifying these account transactions.
Verification can be achieved with a valid ID such as:
1. Colour Copy of your Passport
2. Copy Of Utility Bill ( Gas, Water or Electric)
3. Copy of the back and front of the Credit Card
4. Moneybookers statament
Confirmation of your purchases may be achieved with a Colour copy of both sides of your credit card.
If you feel uncomfortable about showing copies of your card, you can mask out the CVV2 number on the back side of the card (i.e. the last 3 digits above the signature area), but ensure that the remaining four digits are clearly visible.
The same applies to the front of the card – it is not necessary to show the middle 8 digits of the card number.
You should scan the documents and send them to us by attaching them to an e-mail addressed to : support@redkings.com
We would appreciate your co-operation in providing us this information as soon as possible.
We look forward to hearing from you,
Kind Regards
Beverly
ME:
I am sending you a copy of my passport. please procceed depositing the money to my moneybookers account

thank you
PRIMEPOKER:
Dear Dimitris (_CALAMARIS_),
Thank you for providing us with the copy of your passport.
Unfortunately it is not sufficient as the risk department require a copy of your utility bill and a screen shot of Moneybookers account.
As soon as we receive the above we will be able to forward it to the appropriate department for further review.
Thank you in advance for your kind co-operation.
Kind regards,
Alice

I SEND THEM
AFTER A FEW DAYS...

ME:
Please unblock my account and proceed with the money withdrawal I have requested. I know you have forwarded my inquiry to the relevant department but I need you to hasten the process.
PRIMEPOKER:
Dear Dimitris (_CALAMARIS_),
Thank you for contacting Customer Support.
Please be advised that i have passed your documents to our relevant department for investigation
Also be informed that there is no transactions available while your account is blocked
As soon as we receive an answer you will be informed.
Thank you for your time and understanding
If you require any further assistance do not hesitate contact us
Kind Regards
Amanda


AFTER A FEW MORE DAYS ....

ME:
Please tell me when my account will be unblocked so that I can get my money. Its been a full week since I have sent you my ID proof and I am really tired of waiting...
And please dont answer me that you havent heard from the relevant department yet...

Thank you
PRIMEPOKER:
Dear Dimitris (_CALAMARIS_)
Thank you for your email.
I have foarwrded the email to the relevant department and aked what is happening with your account.
We cannot do anything regarding this matter untill we hear from the relevant department.
We will email you as soon as we recive the update.
For further assistance please do not hesitate to contact us.
Regards,
Beverly


AND THE DAY AFTER TOMORROW....

PRIMEPOKER:
Dear Dimitris (_CALAMARIS_)
Thank you for contacting us.
Please be advised that we security check you but the ID you sent to us did not pass our verification screening.
For this reason the account will remain permanently blocked.
Kind regards,
Pete

HERE I GOT MAD!!!!!
ME:
I see... so you are robbing me... I have sent all the documents you have requested and my Id is ABSOLUTELY VALID and completely ACCURATE with my account's details.
You shall be ashame calling yourself a poker site. In my opinion you are a complete JOKE!!
I will adress Ongame Network itself about your case and I hope they close you down.
PRIMEPOKER:
Dear Dimitris (_CALAMARIS_),
Thank you for your email.
Decision of the status of your account had been made by our Risk Department.
As you had been informed already your account has been permanently closed, as we have detected serious irregularities in your gaming history and provided account information.
As you have broken our terms and conditions in a very serious manner, we will not be unblocking your account.
It will remain closed permanently.
Regards,
Jacob
ME:
I cant believe that this is happening...!!
Unless you provide me with a detailed report about what my irregularities might be in my gaming history and my account's information, as far I am concerned you are just robbing my money!!
PRIMEPOKER:
Dear Dimitris (_CALAMARIS_),
Please be advised that your account is permanently blocked and no further corespondence needed.
Kind regards
Pete


I DID CONTACT ONGAME OBUDSMAN ONLY TO RECEIVE THIS LAME EMAIL
ONGAME:
Hi,

Thank you for contacting the OngameNetwork Ombudsman and our humble apologies for the delay with our response.

We are currently looking at the circumstance and will respond to you accordingly.


Regards,
OngameNetwork Ombudsman


I DECIDED TO REQUEST THEM TO ALLOW ME TO WITHDRAW THE MONEY (AS IF...)

ME:
I want to withdraw the money that I have on my account but I cannot. Please tell me what you need in order to deposit my account's money on my VISA credit card.

Thank you
PRIMEPOKER:
Dear Dimitris (_CALAMARIS_),
Please be advised that your account is permanently blocked and no further corespondence needed.
Kind regards
Paul


THATS ALL....

It looks like you never sent them everything they requested and it sounds to me like they found a problem.

International calling card huh??

Hmm.... Handy advice! I think I give them a call after all...

Thanks a lot Serendipiti!!

Nope, I sent them Passport, Moneybookers screenshot and utility bill as they asked

If they are done with it by email they will be done with it by phone as well. Might want to save yourself $10.

sounds fishy to me...on both parts......why would they NEED to hasten the withdrawal...if its yours wait........the real story will come out in about twenty replies or so by the op lol..

Nomasburos, I asked them to hasten the progress because I have been waiting for more than a week
Furthermore, 728$ represent a large portion of my bankroll, I need it to continue to play poker...
I assure you there is nothing fishy on my side.

Really had to laugh at that LOL!!!

Are these actually the full texts of all the e-mails that went back and forth? I don't mean to sound skeptical, but it really sounds like we are getting a cliff notes version of things...

I find it fishy that they will not let you know what they found to be serious irregularities in your gaming history and account info you provided.

Did you use a different card or something to deposit that you forgot about?
Have you played on this site from different locations IE: your house then friends house maybe at parents house or siblings house??
Have you played with a friend on the same table before more than once??


just a few things I could think of that might be the problem.

Please get your facts right. Gibraltar is an island in the Mediterranean. It is close to Spain but it is not in Spain. You`ll be telling us next that New York is in Canada.

KaptainJim, there is something you are not telling us, isn`t there ? Your emails from Ongame state quite clearly that you have been up to some kind of scam.

Ongame is one of the largest poker networks in the world and your $700 is pocket change to them. I have withdrawn larger sums than that from there without any delay or query. They are keeping the money because you are not entitled to it, aren`t they ?

Gibraltar isn't an island, its a peninsular attached to the southern tip of Spain, it shares a land border with Spain

My apologies, you are correct. I had forgotten that there was a land link to the mainland. Nevertheless, it is clearly not in Spain.

End of story...

oh yes there these emails between me sending them the documents and them announcing me the permanently ban me:


Dear Dimitris (_CALAMARIS_)
We have received a response from our Risk Department as follows. Can you please send your electricity bill and Passport again in jpeg format,
Unfortunately I could only open the MoneyBookers screenshot. Please send again the other documents under the format .jpeg

Many thanks in advance.

Please do not hesitate to contact us should you have any further inquiries.
Kind regards
Lindsey



I am sending the documents you requested.

Dear Dimitris (_CALAMARIS_)
Thank you for your email and attached documents.
Please be advised that I have passed them on to the relevant department. As soon as we receive a response from them, we will contact you via email.
If you require further assistance, please do not hesitate to contact us.
Kind regards
Lindsey








And another message asking what's wrong.





---------------Original Message---------------
From:Dimitris Maratos < > Subject:
Account Inquiry
please inform me why account inquity takes so long and how much time is going to take.

Thank you


Dear Dimitris (_CALAMARIS_)

Thank you for your email.
Please be advised that we still have not heard from the Risk department.
Once they are done investigating we will email you.
For further assistance please do not hesitate to contact us.Regards,
Beverly




Thats all, nothing more




Same Moneybookers account deposit and withdrawal, same location every time, never played with a friend while on this site.

Note: I use a different email on poker sites from the one I use on moneybookers. Never have any trouble before.



Egon Towst, if I have been up to some kind of scam would you think I would be that persistant??? I would just shut up and accept my fate.

OK, so what does this refer to ?:

They are talking about something specific, obviously. What would that be ? Multiple accounts ? Under age ? Chip dumping ? Collusion ? False Identity ? It`s aomething like that, I would give odds.

As I said before, $700 is pocket change to these people. I just can`t believe that they decided for no reason to keep the money.

How about this?

Please be advised that we security check you but the ID you sent to us did not pass our verification screening.
For this reason the account will remain permanently blocked.

Dude, if they could not open the photos, it would take some time before they got back to you...
When did you get this email???

I do the same and one site questioned it. I said look, I deposited through this moneybookers account and withdrawing to the same account. You have your security measures, I have mine. They accepted that and no probs since.

3 days after I first send my documents. It doesnt mean much. I send them everything they asked in .jpeg eventually.




Look guys, stop asking "how about this" "how about that" pointing at certain parts of their emails.
Obviously, I didnt do anything wrong and thats why I started this post.
If I had the slightest idea in what way did I break their terms we wouldnt have this conversation now, and I dont think I am an idiot.....

I have never heard of this site myself, and like some of the previous posters said I too usually only play popular places like ftp and ps, but I am wondering if there is anyone we can report sites like this?

Actually these type of poker sites is the exact reason that Online Poker needs to be legalized including transactions... if it was regulated, people like this wouldnt be able to get away with ripping you off like that..

Because thats exactly what it looks like, you got ripped off..

As for the rest of us we just can learn from this and stay away from sites like this, we should have a section that post about sites like this that we need to beware of.

Now you are talking.....
I think I got my lesson....

Dear OP, CapJim,

Some of the ongame sites used to be under the Kahnawake Gaming Commission, is your site one of those?

If it is, then you might have another avenue to file a request to have your matter looked in to. I'll not post that here, but you can PM me about it.

If you are sure you haven't broke the TAC....then i don't know.

They seem pretty sure that you did.

That may well be because you are in America. Because of your UIGEA legislation, more than half of the world`s poker sites are closed to you. Therefore, meaning no offence, it is impossible for an American to have a rounded picture of the world poker scene.

The Ongame network is the 5th largest in the world.