account suspended !

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physiotherapist

physiotherapist

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yesterday i was playing on feltstars and i won 200$ in tournament and today morning when i woke up i tried to log in to my account but it says for security reason your account is supended , i have verified my account long time back and sent them all the documents
i dont know the reason , i sent them 2 emails but no reply from them !
what is the reason ! anyone else had the same problem on feltstars or any other merge skin??
can anyone help me how to contact them ! im reallly pissed off :(
i was playing on feltstars from 2 years back
 
Danilo

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It's a strange situation, you said you had already sent the documents earlier, then your account was verified? And it did earlier withdrawals and deposits? The e-mail support is this: support@feltstars.com insist that they inform the reason of account suspension, they can not deny this information ..
 
WEC

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They also have Live Support Chat

It may take a couple days but I am sure things will turn out in your favor and you will be playing in no time.
 
physiotherapist

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It's a strange situation, you said you had already sent the documents earlier, then your account was verified? And it did earlier withdrawals and deposits? The e-mail support is this: support@feltstars.com insist that they inform the reason of account suspension, they can not deny this information ..

yes i did deposit and withdraw from feltstars several times
 
Danilo

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It's weird, usually they suspend accounts on the first deposit or withdrawal .... strange indeed
 
moemtg

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Very sad to hear indeed... I hope all gets figured out with your account. For some reason (and I am not sure why or what) I remember people a year or so back not liking Feltstars due to reasons like this... however as the above poster stated... they usually do suspend accounts on first deposit and most likely the first withdrawal... Security team (in my experience) runs your account and sometimes asks for updated documentation and makes sure you are not multi-accounting, or anything else untoward policies and regulations. Keep us updated!
 
physiotherapist

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It's a strange situation, you said you had already sent the documents earlier, then your account was verified? And it did earlier withdrawals and deposits? The e-mail support is this: support@feltstars.com insist that they inform the reason of account suspension, they can not deny this information ..

They also have Live Support Chat

It may take a couple days but I am sure things will turn out in your favor and you will be playing in no time.

It's weird, usually they suspend accounts on the first deposit or withdrawal .... strange indeed

Very sad to hear indeed... I hope all gets figured out with your account. For some reason (and I am not sure why or what) I remember people a year or so back not liking Feltstars due to reasons like this... however as the above poster stated... they usually do suspend accounts on first deposit and most likely the first withdrawal... Security team (in my experience) runs your account and sometimes asks for updated documentation and makes sure you are not multi-accounting, or anything else untoward policies and regulations. Keep us updated!

no i dont have multi account on feltstasr , i have account on other merge network which is no problem i think

they replied me but not much help till now, have to wait for next email

Dear Physiotherapist
We deeply apologize for the delay on our response, caused by an email overload on our queues.
We have forwarded your message to the proper Department for further assistance. We will email you again as soon as we have an update.
Do not hesitate to contact us again if further assistance is needed.
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. Your reference ID for this email is ******; please quote this number in any further communication on this subject.
Kind regards,
Laura McAdams --
Feltstars Support
 
Danilo

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no i dont have multi account on feltstasr , i have account on other merge network which is no problem i think

they replied me but not much help till now, have to wait for next email

Dear Physiotherapist
We deeply apologize for the delay on our response, caused by an email overload on our queues.
We have forwarded your message to the proper Department for further assistance. We will email you again as soon as we have an update.
Do not hesitate to contact us again if further assistance is needed.
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. Your reference ID for this email is ******; please quote this number in any further communication on this subject.
Kind regards,
Laura McAdams --
Feltstars Support

Actually the Merge Network is an independent department for verification of documents, (FeltStars, Black Chip Poker, Hero Poker, Carbon Poker), all the rooms are subordinate to this department, when i sent my documents to checking account, i received a e-mail confirmation directly from this department (MergeDocs: support@gamingsupport.net), so i think you should expect that this problem will be solved soon ... :)
 
joker131

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this is unusual. email adresses are the main reseason for suspension. more than likley your email address dont match up on your account.
 
Jim Lahey

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DO NOT PLAY ON ANY MERGE SKIN.

I have played on several Merge skins for the last couple of years, with no problems. I tried to log in to my Carbon account and get a message stating that my account has been suspended, and to contact Carbon support. I sent them a friendly email to find out what the problem is. I got this email from Carbon support on Wednesday July 4th.

Hello *****,
Our management team have reviewed your account and have deemed that it will remain inactive. If you open any new accounts they will also be closed.
As per our house rules, management reserves the right to revoke the agreement between the user and our site.
Management decision is final and no further correspondence will be entertained on this matter.
Please accept our apologies for any inconvenience this matter may have caused you. Your co-operation is greatly appreciated.
Andrea M.
Security Team
Merge Gaming Network

I sent them another email to find out why my account has been closed. I never got a response.
Later that day i am playing on Hero poker, in the middle of a real money hand they close my acct there also.
I email Hero support to find out the reason for closing my account, i get no response.

If you play on any Merge skin do not be surprised if they cancel your account, and steal your money, and give you no explanation.
 
LeanAndMean

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wow, so weird, Now I am worried for my money, I am on 3 merge skins
 
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Ranny

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Very strange.

Don't keep much on merge luckily.
 
Jim Lahey

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DO NOT PLAY ON ANY MERGE SKIN.

I have played on several Merge skins for the last couple of years, with no problems. I tried to log in to my Carbon account and get a message stating that my account has been suspended, and to contact Carbon support. I sent them a friendly email to find out what the problem is. I got this email from Carbon support on Wednesday July 4th.

Hello *****,
Our management team have reviewed your account and have deemed that it will remain inactive. If you open any new accounts they will also be closed.
As per our house rules, management reserves the right to revoke the agreement between the user and our site.
Management decision is final and no further correspondence will be entertained on this matter.
Please accept our apologies for any inconvenience this matter may have caused you. Your co-operation is greatly appreciated.
Andrea M.
Security Team
Merge Gaming Network

I sent them another email to find out why my account has been closed. I never got a response.
Later that day i am playing on Hero poker, in the middle of a real money hand they close my acct there also.
I email Hero support to find out the reason for closing my account, i get no response.

If you play on any Merge skin do not be surprised if they cancel your account, and steal your money, and give you no explanation.

I just got this email from Hero poker
Dear *****,
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. Your reference ID for this email is LTK572014809694X; please quote this number in any further communication on this subject.
Kind regards,
Alex Sanders --
Heropoker Support
 
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Merge Skins

I have checked my 4 main merge skins and I still have my cash there but Have not attempted to deposit as yet, still have some cash but will need to put a few bucks on each site if I wish to play. It sounds like I should be doing the minimum at each site until this becomes clear.

The Turkey:confused:
 
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BluffYou123

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A few weeks ago I played a freeroll on both Carbon and Feltstars. Both accounts were shut down immediately but I got them re-instated shortly after. They told me that if I play the same game on 2 different merge skins again my accounts will be closed. Maybe you did the same?
 
Danilo

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I was worried now, i never imagined that was possible, i again read the Terms & Conditions (Carbon Poker) and found this:

18. Forfeiture, Account Closure and Confiscation.

The Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your CarbonPoker.ag account (and any ESP account or Company related account including any such account you may have with other websites and casinos owned or operated by the Company) in any of the following circumstances:

If you have more than one active account at CarbonPoker.ag;

If the name on your CarbonPoker.ag account registration does not match the name on the credit card(s) or other payment accounts used to make purchases at CarbonPoker.ag;

If you participate in a CarbonPoker.ag promotion and withdraw before fulfilling the requirements of that particular promotion;

If you provide incorrect or misleading registration information;

If you are not of legal age;

If you connect from a jurisdiction where participation in the Games is prohibited by law;

If you have "charged back" or denied any of the purchases or deposits that you made to your Account;

If you are found cheating or attempting to cheat, or if it is determined by the Company that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the CarbonPoker.ag system or you are found to have colluded or attempted to collude with other players of CarbonPoker.ag in order to defraud the Company;

If you fail to comply with any of the terms and conditions set forth in this Agreement; OR

If the Company should become aware that you have played at any other online gaming site under any of the circumstances set out at i) to ix) above.
 
Jim Lahey

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A few weeks ago I played a freeroll on both Carbon and Feltstars. Both accounts were shut down immediately but I got them re-instated shortly after. They told me that if I play the same game on 2 different merge skins again my accounts will be closed. Maybe you did the same?

Nope.
 
long_bong

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A few weeks ago I played a freeroll on both Carbon and Feltstars. Both accounts were shut down immediately but I got them re-instated shortly after. They told me that if I play the same game on 2 different merge skins again my accounts will be closed. Maybe you did the same?


+1 form of collusion or some type of multiple entry rule they have.
 
FastOne

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This is very strange. Why won't they tell you the reason for suspending all of your accounts at Merge? And on top of that, keeping your money at those rooms!!! :eek:

If you did something wrong, they should tell you.
 
shinedown.45

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Regrettably, we will be unable to enter into further correspondence pertaining to this matter.
Please feel free to reply to this email if you have any additional questions in relation to this or any other matter.
Alex Sanders --
Heropoker Support
WTF, this is total BS IMO.
Telling you they won't accept any further E-mails on subject but then tell you your free to E-mail them on said subject....I'm confused:confused:
 
F

fkucdaw0rld

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WTF, this is total BS IMO.
Telling you they won't accept any further E-mails on subject but then tell you your free to E-mail them on said subject....I'm confused:confused:

lol yea i saw that too...half-assed customer support and shit, gotta love it...im inclined to say its something to do with multi-accounting but seeing as he's withdrawn and deposited before and especially since he's verified his account idk..that's really strange
 
dmorris68

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Actually the Merge Network is an independent department for verification of documents, (FeltStars, Black Chip Poker, Hero Poker, Carbon Poker)
To clarify, verification is per skin. Verifying on one skin does not verify you on the entire network. You have to do it on each.

DO NOT PLAY ON ANY MERGE SKIN.

I have played on several Merge skins for the last couple of years, with no problems. I tried to log in to my Carbon account and get a message stating that my account has been suspended, and to contact Carbon support. I sent them a friendly email to find out what the problem is. I got this email from Carbon support on Wednesday July 4th.
...
If you play on any Merge skin do not be surprised if they cancel your account, and steal your money, and give you no explanation.

Merge and their skins are entirely legit. They do not just decide to "steal your money." That's not to say they don't make mistakes sometimes, like anyone else, but obviously something has triggered your account at the network level for you to get shutdown network-wide. Normally when it's just a suspicious activity type of thing, when you contact them and answer their concerns they let you back in. For them to take such a hard stance as this, they have some good reason to believe something shady is going on with your account.

And the TOS of virtually all poker sites give them the right to shut you down and confiscate your funds should they determine a reason to do so, so the verbiage posted above is not unusual at all. Obviously this doesn't happen very lightly with any of the legitimate sites or networks, but they don't always tell you exactly what they've detected for security reasons. Virtually all the sites, including pokerstars and the other high-profile sites, tell you virtually nothing about a security decision.

A few weeks ago I played a freeroll on both Carbon and Feltstars. Both accounts were shut down immediately but I got them re-instated shortly after. They told me that if I play the same game on 2 different merge skins again my accounts will be closed. Maybe you did the same?

How did you even do this? Merge client software will not allow you to open two skins on the same PC. The only way to do it is to use 2 computers or a VM, and yes it's entirely against their TOS to do so. You're playing a shared player pool so you can't be allowed to play multiple skins at once.

WTF, this is total BS IMO.
Telling you they won't accept any further E-mails on subject but then tell you your free to E-mail them on said subject....I'm confused:confused:

It's a typical boilerplate email response. Their emails are formatted with standard greetings and closings, then they fill in the middle or even pick & choose from menus of CS responses before sending.
 
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BluffYou123

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@ David: It was the thank you $10k freeroll a few weeks ago. I earned the point on FS and Carbon so reg'd on both. When I busted on Carbon I opened FS and played on that. Got shutdown after about 20 mins.
 
Jim Lahey

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I have never multiaccounted on any of the sites.
Merge and their skins are entirely legit. They do not just decide to "steal your money." That's not to say they don't make mistakes sometimes, like anyone else, but obviously something has triggered your account at the network level for you to get shutdown network-wide. Normally when it's just a suspicious activity type of thing, when you contact them and answer their concerns they let you back in. For them to take such a hard stance as this, they have some good reason to believe something shady is going on with your account.

And the TOS of virtually all poker sites give them the right to shut you down and confiscate your funds should they determine a reason to do so, so the verbiage posted above is not unusual at all. Obviously this doesn't happen very lightly with any of the legitimate sites or networks, but they don't always tell you exactly what they've detected for security reasons. Virtually all the sites, including PokerStars and the other high-profile sites, tell you virtually nothing about a security decision.
They never asked any questions about anything.
 
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