Merge is investigating my account ...

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onlinenat

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I got my account put under "routine" review on friday from which I was promised it would be done by saturday. I received an email from them saturday and replied wanting my account back. This is now Monday and still no reply or reason why from email or live support....

This is Irod who is the head of merge customer support..


Casey: ok that money is mine to withdrawl at any time correct
Irod: That information will be provided to you once the investigation is over
Casey: Irod this looks like the site is stealing money?
Casey: this is what lock did to players
Irod: We are not in that business Casey, what I can tell you is that the activity is been reviewed and I dont have any information of how that is going.
Irod: If everything on the account is ok, then you shouldn't be worried about anything.
Casey: I still don't even have a reason why my account is blocked or what is going on]
Casey: you guys can keep saying it is ok and just never stop reviewing
Casey: its been 4 days and Zero word from anyone


if you have money on merge you better get it out now... they have done this to me and about 7 other people I know.. can you say lock 2
 
moots

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Were you playing at the same tables with the "7 other people" that you know?
 
Peteyweestro

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This is not the good ol days when i first started playing online and Merge was very big and a very big player in the industry. The Merge i know wouldn't do anything shady like what the OP is maybe thinking, but they also wouldn't take 4 days to answer a question i don't think.
 
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onlinenat

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No, I wasn't playing with any of them. I was in the middle of a 1.5k tourney that I paid 11 bucks to play. Which they told me was just lost more or less. After talking to live chat and sending multiple emails all I have gotten from them is my account is under a "routine" review in which they suspect everything is fine but can't disclose the reasons for the review... How can they not tell me why my own account is being routinely reviewed?
 
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Are you a USA player? If so then they can do that and no one can do anything about it. They are not licensed or regulated. I have had this happen from numerous sites, never one as big as merge though. The sad reality is they can do whatever they want without regulation.
 
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onlinenat

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Ya I'm from the United states... That's what bothers me the most is just like when lock started doing this to all of us it killed the online play for the united states. I don't understand how they guys operate like this.. I mean I'm not big shot but I average about 20 bucks a day in rake for them, and banning me and keeping my money in the account long term is not a good solution for them. I have read on 2+2 that they are sending bad checks out. It makes me think they are in need of a fast cash flow to cover maybe a bad investment or something
 
Danilo

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Technically speaking are not exactly 4 days no answer, probably the Department of Investigation of Merge does not work Saturday and Sunday, only the support is 24/7, then most likely your case is being reviewed today, if you did nothing wrong, no to fear, your account will be unlocked, just wait a few more days ..
 
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onlinenat

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My email I sent to security on Saturday morning got this response.

Dear Casey,
Thank you for contacting us.
We have forward this inquiry to the department in charger to be review.

As soon as we have an update, we'll notify you. Please expect a reply within 24-48 hours, depending on volume.
Best regards,
Daniel
Fraud Team
Merge gaming Network

Yes he spelled those words wrong lol also they straight up told me they would reply within 24-48 hours 54 hours ago. I have emailed twice since with no response, and spent 4+ hours on live chat getting up the boss "Irod" who just gave me the run around again and said he couldn't disclose what was going on.

If you were in my spot wouldn't this look really shady to you guys
 
Debi

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No, I wasn't playing with any of them. I was in the middle of a 1.5k tourney that I paid 11 bucks to play. Which they told me was just lost more or less. After talking to live chat and sending multiple emails all I have gotten from them is my account is under a "routine" review in which they suspect everything is fine but can't disclose the reasons for the review... How can they not tell me why my own account is being routinely reviewed?

Not saying it is right - but all of the sites do that on a regular basis - including pokerstars.

Ya I'm from the United states... That's what bothers me the most is just like when lock started doing this to all of us it killed the online play for the united states. I don't understand how they guys operate like this.. I mean I'm not big shot but I average about 20 bucks a day in rake for them, and banning me and keeping my money in the account long term is not a good solution for them. I have read on 2+2 that they are sending bad checks out. It makes me think they are in need of a fast cash flow to cover maybe a bad investment or something

Today is the 2nd business day - I would give them a bit more time before going off. :)
 
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onlinenat

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Dakota if it was all in the up and up wouldn't they give me a reason for the the "routine" review? I had about 9 tourney's I was registered in the last two days. I was told that they couldn't unregister me, and basically It was out of their control. So I believe after basically forfeiting 50+ dollars this weekend because of the "routine" check I have some right to " Go Off"
 
Debi

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Dakota if it was all in the up and up wouldn't they give me a reason for the the "routine" review? I had about 9 tourney's I was registered in the last two days. I was told that they couldn't unregister me, and basically It was out of their control. So I believe after basically forfeiting 50+ dollars this weekend because of the "routine" check I have some right to " Go Off"

I don't know of any poker site that does that. We might not like it - but that is what they all do.

But if you haven't done anything wrong I really wouldn't worry about it. We haven't heard of any issues like this with Merge so they must not be too widespread.

At any rate - before you get too upset give it some more time.

Which site are you talking about?
 
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onlinenat

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Carbon. I'm in live chat with the poker room supervisor Mike Brown at the moment.

He claims they need a copy of my ID which was already on file to continue the investigation.. Security has never once asked me for another copy of this document. I was asked in live chat by mike. Here is our convo

<div id="info" style="font-size:13px; color: #AADD44; text-align: center; line-height: 47px;">You are using a browser that is not fully supported. Some features may not work too well.</div> casey: A reason for this "routine" check
Mike Brown: You will receive it as soon as possible.
casey: but that's a relative term mike. It's like saying I will get a headache in the future.. It's not a real time frame
casey: I have an email from them Saturday saying I should expect a response within 24-48 hours
casey: why even tell me to expect something if they aren't going to do it
Mike Brown: Casey, I have provided you with all the information I have. I understand your point, but as I said, this is already in their queue and the estimated time frame from the moment you sent the document until a resolution keeps being 24-48 hours.
Mike Brown: I understand and I apologize for that
casey: Then why didn't you get me to send it Friday night
casey: when I talked to you
casey: Why did you wait until today to ask me for it
casey: and Why didn't security email me for my ID
Mike Brown: You have talked to both Irod and myself about this and you know it is being worked on. Both me as a Supervisor and Irod as a manager know about your case and have been communicating with them
Mike Brown: We expect a resolution shortly
casey: Mike I appreciate you being polite and nice to me, but You told me the same thing Friday night... We expect a resolution shortly.. Whats different today than friday
Mike Brown: Today we have more information than on Friday. The investigation started on Friday when your account was held, but the Security team put in the notes and contacted you on Saturday. Unfortunately, I was off that day so I had no chance to keep up with the situation. Now, today (unfortunately) I noticed you were not informed about the DOCS we needed (which I apologize for that) but since you already emailed them, Security has all they needed and asked for to reactivate the account.
Mike Brown: They just need to finish up the investigation and get to your case.
casey: can you tell me what the investigation is about yet?
Mike Brown: Unfortunately, I do not have complete details yet


<div id="info" style="font-size:13px; color: #AADD44; text-align: center; line-height: 47px;">You are using a browser that is not fully supported. Some features may not work too well.</div>

This whole thing doesn't make since.. They need another copy of my ID to verify my account, and the fact that security can't email me that I have to get the request for that from Live chat doesn't make me feel any better about this situation
 
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BenjiHustle

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This whole thing doesn't make since.. They need another copy of my ID to verify my account, and the fact that security can't email me that I have to get the request for that from Live chat doesn't make me feel any better about this situation

Are you going to send it to them? I wouldn't. They have it on file. Are they asking for another form of ID or are they asking you to send the exact same one? Is it possible that they flat out lost your info? It is hard to figure out. What was your status when this started? Were you on a heater? Did you suddenly accelerate how much you were playing? Did you take an OPS prize?
 
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swingro

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Are you going to send it to them? I wouldn't. They have it on file. Are they asking for another form of ID or are they asking you to send the exact same one? Is it possible that they flat out lost your info? It is hard to figure out. What was your status when this started? Were you on a heater? Did you suddenly accelerate how much you were playing? Did you take an OPS prize?

This.

It is possible that they lost some data from their databases but they are too embarrassed to tell the truth. For security reasons all the big sites have data on different servers linked one to the other, managed by different departments. Meanwhile they scared like s...t and pray that nothing will go wrong with the accounts they lost the data from.

Or it is possible that someone made a complain about colluding or some other stuff and they simply analyze the situation.
 
XXPXXP

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just wait for some time.
PS: sending an Email to carbon needs at least 7 days for a feed back.
it really happens on no response for 4 days.

I have send email regarding vip points missing, and unexpected coupon on my account. got response after 8 days.....
 
Debi

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You aren't accomplishing anything by driving yourself and them crazy before giving them a chance to get it straightened out.

Play somewhere else for a few days - give it a rest. If you haven't heard back by Thurs or Fri contact them again.
 
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onlinenat

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Thanks for all the opinions on this. I'm going to just cool down and let it play out for a few days, and see the outcome. I prob should of been more patient from the start, but after all the online poker sites like lock that screwed us all I have a hard time being patient guess I'm kinda paranoid. I will keep all of you up to date on this
 
dealio96

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Have you ever uploaded documents on any other merge skin other than Carbon? Just curious.

The reason I ask this is because when I uploaded documents to BCP, they closed my ACR account. The same with Full Flush(as soon as I verified Account)they closed my pokerhost account(bc now they're merged with FF). You are not allowed to play on multiple skins(basically have to pick one skin per site and stick with it) So I am wondering if merge has the same policy with their skins. Myself, personally only have one account verified with merge but was wondering what would happen when I go to verify my other account? Will they close both accounts and accuse me of collusion?
 
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onlinenat

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I'm glad to see the mods changed my thread from merge is stalling to steal my money to my account is being investigated... I have sent in every possible document known to man kind in the past to verify my account. I have never had a problem with merge until I started winning... I didn't win a ton of money, but I did win like 5 straight days a decent amount of money then they ban me on Friday night after I pre enter into all these tourneys for this weekend... I guess they wanted to get my entry fees without me winning any more lol who knows
 
Debi

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Your thread title was not appropriate given all they have done is close your account pending an investigation which has only been going on less than 2 business days.

When sufficient time has gone by and you can provide evidence that justifies a different thread title we will change it.
 
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onlinenat

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I'm confused on why you guys would want to defend them... It's just like with lock...." I'm sure they are going to pay you guys keep putting money on their site" I have been given the run around over and over by them guys and I'm speaking with Irod again now, and he is saying that he hopes it will get taken care of in the next couple of days. He still says he has no idea what or why they are investigating and there is no one else I can email and ask. Basically they will keep my money until I give up and then they will claim my account is not being used and close it and keep the money anyways
 
Debi

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Nobody is defending them. But we can't let members make those kinds of claims against anyone - doesn't matter who it is - without evidence that what they are saying is true.

You have not given them time to resolve the issue.

The current thread title is accurate for now - if you don't like it let me know and I will close this thread. But you don't get your original thread title back until you can prove that it is true.
 
JusSumguy

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I've had a hun or two on every site available to me for years, and I've never had my account reviewed for any reason. Then again, I don't mess with them.

Could "Team Viewer" et al, be the problem?

-
 
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onlinenat

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I just recieved this email from security..

Dear Casey,

Thank you for contacting us.

Please note that your account has been temporarily disabled for security and verification purposes. We are sorry for the inconvenience. At the moment we can't disclose any further details; however, if you want your account reviewed for possible reactivation, we will need you to please provide us with the following:

Proof of Identity: A color copy of your photo ID such as a passport or Drivers' License is preferred. If you don’t have either of these, certain other official identification cards may be permissible. These will be reviewed on a case-by-case basis. Proof of ID must have at least three months' validity.

I sent a copy of my ID this morning and recieved an email confirming and as mike said in chat he recieved my documents to verify... So this makes the third time I'm sending them a copy of it tell me that doesn't sound like a run around considering every time they ask for it again they add 48 hours on to the time frame
 
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