Lights are on but nobody's home...re: Titan support

My god....what else can i tell them that would make this more clear?
I know i'm making a big deal out of nothing, but I'm doint this more for the satisfaction of making this tard from support understand.
Here is the hand that i was part of:
OMG RIGGED (Poker Tracker. 7??)
(hand was AAAA vs. A2345 straight flush)

Here are the emails that went back and forth between us:

Email #1 (from me to support):
> >I was sitting at a table when this bad beat happened.
> >I understand there is a cash prize for the players who were dealt into
>the
> >hand?
> >(see attached picture - I am ChuckTs_16)

Email #2 (their response):
> >Dear Taylor,
> >
> >Thank you for contacting Titan Poker.
> >
> >Good day! This is Billy from Support Team and I am glad to assist you
> >today.
> >
> >We would like to confirm receipt of your email regarding Bad Beat Bonus.
> >
> >Taylor, please be informed that Bad Beat Bonus are given to players who
>is
> >holding a top hand but still lose at a showdown. We regret to inform you
> >that you did not qualify for the Bad Beat Bonus from Titan Poker.
> >
> >This bonus are given to you according to some conditions. You should be
> >beaten with a hand of 4 Kings or Better and you should use both pocket
> >cards.
> >
> >We always have a lot of promotions and tournaments going on, and we are
> >sure that you will have a great time playing at our tables.
> >
> >Thank you and have a wonderful day!
> >
> >Should you have any questions or concerns, please do not hesitate to
> >contact the Titan Poker Support Team. We are available 24 Hours a day, 7
> >days a week.
> >
> >With Best Regards,
> >
> >Billy
> >Titan Poker
> >"Become a Legend at Titan Poker"
> >International Phone : +632-845-9017
> >Toll Free Phone : 1-866-636-3510
> >International Fax : +632-845-9018
> >Toll Free Fax : 1-866-289-1346Email #3:

>Quote from your link:
>"Bad Beat Bonus
>
>If you're holding a top hand and lady luck decides to go and powder her
>nose
>at showdown, then don't worry because even if you lose, you win with our
>Bad
>Beat bonus! If you're playing a real-money Texas Hold'em ring game and you
>lose at showdown with a hand of KKKK or more, then you'll be able to claim
>a
>Bad Beat bonus payout. The Bad Beat Bonus will be awarded under the
>following conditions:
>Bad Beat Bonus Rules
>
> * 4 Kings or Better must be beaten in order to qualify.
> * Both pocket cards must be used in both the winning and losing hand.
> * To receive this bonus, you must send an email to
> support
>
>Prize Payouts
>
> * 50% goes to qualifying losing hand
> * 25% goes to qualifying winning hand
> * 25% is divided amongst remaining active players who were dealt cards
>when the qualifying hand was dealt.
>
>Table Limits
>
> * $30/$60 and higher - total prize fund of $1,000
> * $20/$40 - total prize fund of $850
> * $10/$20 - total prize fund of $700
> * $5/$10 - total prize fund of $600
> * $2/$4 - total prize fund of $500
> * $1/$2 - total prize fund of $400
> * $0.5/$1 - total prize fund of $300
>
>Note: This bonus is only available in Texas Holdem ring tables
>(non-tournament play). "
>
>
>What is it that makes me not elegible for the bonus?
>the site says that %50 goes to the player who was bad beat, %25 goes to the
>player with the winning hand, and the remaining %25 is split up between the
>rest of the players, conditional to them being dealt in the same hand that
>the bad beat happened
>I'll attach the hand history again, maybe you missed it[FONT=verdana,geneva,lucida,'lucida grande',arial,helvetica,sans-serif]


Email #4:

[/font]>Dear Taylor,
>
>Thank you for contacting Titan Poker.
>
>Good day! This is Billy from Support Team and I am glad to assist you
>today.
>
>We would like to confirm receipt of your email regarding your eligibility
>for the Bad Beat Bonus.
>
>Taylor, please be informed that in order for a player to qualify for the
>Bad Beat bonus, you should be beaten with a very good card although you
>have a hand of 4 Kings or higher. Please keep in mind that being beaten
>with a 4 Aces not necessarily mean that it is a Bad Beat. You should at
>least have 4 Kings or higher hand combination and eventually lose at the
>showdown. We can see in your attachment that you were beaten with 4 Aces,
>however, your cards is just 7 of Hearts and 2 of Diamonds.
>
>Should you have any questions or concerns, please do not hesitate to
>contact the Titan Poker Support Team. We are available 24 Hours a day, 7
>days a week.
>With Best Regards,
>Billy
>Titan Poker
>"Become a Legend at Titan Poker"
>International Phone : +632-845-9017
>Toll Free Phone : 1-866-636-3510
>International Fax : +632-845-9018


Email #5:

I see where the mistake is...
I realize that I did not get bad beat, but your site states that if you were
dealt cards in the hand in which the bad beat happened, then you get a share
of %25 of the bad beat bonus.
I think you are getting your own bad beat bonus mixed up here, unless your
site states differently then the rules actually are please read the part about the bad beat jackpot
thanks again, RSVP


EMAIL #6:

Dear Taylor,

Thank you for contacting Titan Poker.

Good day! This is Billy from Support Team.

Taylor, I understand that you are a little confused about Bad Beat Bonus. Our
site state the Prize Payout to be:
1. 50% goes to qualifying losing hand
2. 25% goes to qualifying winning hand
3. 25% is divided amongst remaining active players who were dealt cards when the
qualifying hand was dealt.

Please take note that the Prize Payout is only applicable if a Bad Beat happened
in a table. Again, Bad Beat happen only if a player in one table has a hand of 4
Kings or better and still lose after the showdown.

Have a great time at the games and I wish you all the best.

Should you have any questions or concerns, please do not hesitate to contact the
Titan Poker Support Team. We are available 24 Hours a day, 7 days a week.

With Best Regards,

Billy
Titan Poker
"Become a Legend at Titan Poker"
International Phone : +632-845-9017
Toll Free Phone : 1-866-636-3510
International Fax : +632-845-9018
Toll Free Fax : 1-866-289-1346




Sorry....didn't realize how long this post would be
What the hell do I say next?
Again i realize i'm going way too far with this LOL
but i actually don't know what to say to convince him...
I mean i could get a free $75 from this!! lol

Added by Nick: Titan Poker Titan Poker Francais

Ask to speak to someone higher up, mention that they have to honour all things like this or will be in big trouble, tell them you will consider withdrawing your money and taking it somewhere else, etc etc, dont give up on this, Chuck, $75 is $75

OMG talk about frustrating!!! The worst part is that it is the same tech support guy. TILT TILT!!! lmao This guy Billy has to be the thickest person in the world.

Are you replying to the emails or just starting a new email each time?? Either way, that has to be one of the worst cases of poor customer support I have ever heard. He may as well have said "go f**k yourself" because no one can be that ignorant that works there to not figure out what you are trying to get across after the second email.

No i was replying; every past email was attached to each new one.
I finally wrote this guy and told him in the frankest way possible that there is no reason i shouldn't be elegible for the bonus unless there is some unwritten or yet-to-be written rule that i don't know about.
Very frustrating but very funny too - i think they just have pre-written responses for common issues and that he just kept pasting them in the emails with small differences to each LOL

They do have their pre-written responses in almost every customer service online reply, but it's too bad this donk Billy is too dumb to realize what the hell is going on. I bet they are just trying to frustrate you so that you give up and they don't have to pay out.

Dear Billy,

1) The losing hand was AAAA, so Frankidoodle is due 50%
2) The winning hand was A,2,3,4,5 Suited, so FRR... is due 25%
3) I was one of the other 6 active players, so am due a 6th of 25%.

I look forward to receiving cash payout urgently.

Kind regards

you just made me realize this isn't for $75, but $9 and change, rob LOL
:P

Is that the right link? I don't see the bad beat. What am I missing?

My guess is the claim has to be made by the person that received the bad beat then everyone is paid.

Better be careful on #3 Chuck. This guy Billy sounds like he'll have a hard time figuring out what 1/6th of 25% is. You better spell that out for him too. Good post Rob, that's exactly how it should be worded.

Oopsie! Yeah, that's the link to the "OMG Rigged!" hand. Copy and paste Rob's post, Chuck. And you may want to do the math for Billy Madison as well.

Well it seems like i might have to teach a man named Lem now...

Dear Taylor,

Thank you for contacting Titan Poker.

Hi, this is Lem from the support team and I'm glad to be of assistance.

Taylor, as I have checked your account regarding your recent gaming histories,
as you were playing in one of our tables, you were claiming that you should be
given a Bad Beat bonus as you were dealt cards and you lost because of a Four of
a Kind Aces. Unfortunately, you are not eligible for the bonus because as per
our terms of promotions, a player will be awarded the Bad Beat bonus if a player
had a hand of 4 Kings or Better and must be beaten in order to qualify. But as
you were dealt hands, you only had "7 of Hearts and 2 of Diamonds", and you were
beaten with Four of a Kind Aces. This is not a bad beat because of the following
conditions:

* 4 Kings or Better must be beaten in order to qualify.
* Both pocket cards must be used in both the winning and losing hand.

We hope this clarifies your concern. Thank you and have a great day!



Should you have any questions or concerns, please do not hesitate to contact the
Titan Poker Support Team. We are available 24 Hours a day, 7 days a week.

With Best Regards,

Lemmuel
Titan Poker

"Become a Legend at Titan Poker"

International Phone : +632-845-9017
Toll Free Phone : 1-866-636-3510
International Fax : +632-845-9018
Toll Free Fax : 1-866-289-1346

good grief LOL

I think Billy just changed his name, there can't be two muppets working for customer support, can there??????

this is insane, and what makes it worse is you never seem to be able to talk to the same person twice when you contact support. Have you considered calling up their support staff on the telephone? At least then you could at least try to explain the situation and respond to the same person, as based on the way you've presented it, i can't imagine why you wouldn't be entitled to the bonus. though perhaps as alon said, the person who actually recieved the bad beat must make the claim. i don't know, but i know i'd be frustrated too. they clearly seem to say in their emails that you should be entitled to the bonus, and then say that because of this you don't qualify for it. i just don't get it, but good luck.

-n

$20 isn't it? $400 bad beat bonus, x25% = 100 divided by 5 = 20.

Just keep trying Chuck. You're 100% in the right, and they surely cant all be as retarded as the 2 you've got hold of. I dont think they've twigged that the AAAA was beaten by the straight flush (although you've explained it clearly). Just keep your post as short as humanly possible, but include a link to this thread. Also, I would pm Nick and ask him to refer this to his Titan rep, as we cant refer people to them if they dont keep to their promises.

Good luck

Again, If you read their rules, the claim has to be made by the person receiving the bad beat. Not one of the others at the table. Once the claim is made the the others would receive the money. Chuck, you should try to get a hold of the guy with the four of a kind and clue him in.

If that is the case, it's incredibly stupid.

It's worded in the explanation that the losing bad beat CAN claim the bonus, but it doesn't specifically say that it has to be claimed by the bad beat victim, nor does it specifically say that the other players cant. It says that in order to claim a bad beat bonus, you need to send them an email - that is what Chuck has done.

I wonder if the other 6 at the table will get the bonus paid without having to claim for it, now that Chuck has bought it to Titans attention. What do you think?

I think with the combined wit of the two morons at customer support, Chuck will be lucky to get his share of the Bad Beat Bonus.

This is the crap we are supporting and promoting?????????

Have you tried phoning them?
I don't know if they even have a public number, but if they do, these are the first words out of your mouth when they answer:
"Please transfer me to someone who's FIRST language is ENGLISH".

LMAO!!!!

$15 is it not?? Forgive me if im wrong but, $300 badbeat, 50% for the losing hand($150), 25% for the winning hand($75) and the other 25%($75) devided between 5 people, including you Chuckts whice is $15!

Again forgive me if im wrong

chuck don't give in to this rediculousness. even if you were fighting for $.10 it is worth it to make them stick to their promises. if we can all understand the issue, then Titan is just being sneaky and dishonest. and the answer cannot be that the victim of the bad beat must report it - that would have been an easy out for them and they would have mentioned that by now.

you should pm nick and make sure he knows about this. i love this site, and i hate to see it promote a cardroom that is dishonest. i won't play there if they are like this. . .

If I was in Chuck's shoes, at this point it wouldn't matter if it was only 15 cents. It's a matter of priciple at this point. Titan need to do the right thing!!!!

Maybe you should e-mail this entire post. It all makes sense to me. Maybe if you give it all including the past attempts, he would get it. It is worth a try.

I hate to say this, but even with all the evidence Chuck has, he still doesn't have a chance in hell of getting his money. Titan "lost" $20 of mine about 4 months ago and I've never gotten it back. I presented them all the evidence in the world and still NADA!
I know we have lots of events there, but Titan support sucks!

freak... first let me say you have a very cute baby, never noticed that piucture before

maybe, and this is my conspiracy theory here, they have no intention of paying this out. I never knew that Titan even had a bad beat bonus until i saw this thread. perhaps it is just their plan to string you along until you give up, while still offering the possiblility of such a bonus existing. but please, Chuck, keep posting their responces, presuming you haven't already given up.

-n

My dear god...
I'm not even going to post the reply i got to my email to them in which i basically did copy and paste Rob's VERY straight forward reasoning.
Goes somethin like this:
" You must have your hand of KKKK or better beat in a game in order to recieve the bad beat bonus. You had a 7 of hearts and a 2 of clubs, and therefore are not elegible for the bonus. Have a nice day! "
I think gord is right in that they've just decided to keep sending me the same BS until i give up on them...
I don't even care about the bloody cash anymore - I just wanna make these morons understand!
I think I'm gonna phone these donkeys and explain it to them in plain english (if they can understand).
*sigh

TITAN Support : 1-866-636-3510

HAVE FUN!

-Fish.

From last night:
LOL


3) I WAS ONE OF THE OTHER 6 ACTIVE PLAYERS (I MYSELF DID NOT HAVE THE BAD
BEAT HAPPEN TO ME) AND THEREFORE SHOULD RECIEVE MY SHARE OF THE %25 OF THE
BAD BEAT BONUS


IF POSSIBLE COULD I ALSO SPEAK TO THE SITE MANAGER PLEASE; YOU OBVIOUSLY
DON'T UNDERSTAND YOUR OWN SITE'S RULES

thank you - i tried being polite, but you keep giving me the same ignorant
answer.
RSVP


response:

Dear Taylor,

Thank you for contacting Titan Poker.

Good Day! This is Mabel from support team. I am very glad to assist you today!
We would like to confirm receipt of your email. We sincerely apologize for the
inconvenience it has caused you, Taylor. We do understand your concern however
we would like to reiterate that you will be awarded the Bad Beat bonus you had a
hand of 4 Kings or Better and must be beaten in order to qualify.

Taylor, please be informed that you were dealt hands, you only had "7 of Hearts
and 2 of Diamonds", and you were beaten with four of a Kind Aces. This is not a
bad beat because of the following conditions:

* 4 Kings or Better must be beaten in order to qualify.
* Both pocket cards must be used in both the winning and losing hand.

We do hope that this clarifies your concern and if you still have problem please
email us anytime and we’ll be glad to assist you.

We would like to thank you for your kind cooperation, and understanding in
handling this matter. Have a pleasant day. Good luck!

Should you have any questions or concerns, please do not hesitate to contact the
Titan Poker Support Team. We are available 24 Hours a day, 7 days a week.
With Best Regards,
Maribel
Titan Poker
"Become a Legend at Titan Poker"
International Phone : +632-845-9017
Toll Free Phone : 1-866-636-3510
International Fax : +632-845-9018
Toll Free Fax : 1-866-289-1346



I think it's time to speak to them via telephone.
I don't see how they can avoid my proof like they have with the emails if i speak directly to them.
(though i wouldn't be surprised if they found a way LOL)

Chuck, i didn't realise you only had 7 2. Why are you claiming then?
















I'll get me coat.

Rob, if Im reading this rightly, all those at the table when a bad beat occurs will get a share, whether or not they were the actual person getting bad beated.
That right, Chuck?

Lights are on but nobodys home

Are the lights on because -

1. They cant figure out how to get back in?
2. No one knows how to turn them off?
3. Whats a light?




IanT

chuck this is even making ME mad - you repeatedly acknowledge that you were not the one who was recieving the bad beat, and they just don't want to acknowledge the rest of their policy. i almost wish this happened to me so i could take this into my own hands!
dont give up on this - for the rest of us here at CC!

Ok, I had to do a double take to see that the other guy had a straight flush to take out the AAAA but 50 e-mails later they have come to the conclusion that the AAAA beat your 72 and thats why you keep contacting them. Insane!