Sportsbook Poker stole my money (mod edit: resolved)

I am so angry.......

I joined Sportsbook Poker on Saturday, deposited $100.00

Played a couple times, made $7.50 profit.

Yesterday, tried to log in 'Your account is suspended due to security reasons. Contact support'.
I contact support (I have done NOTHING wrong, btw).
Support tell me that my account is suspended for security reasons, they refuse to discuss why only that it was a 'manangement decision' - on a Sunday, yeah right.
I ask what can I do?
Support: Nothing, your account will remain closed.
So can I get my deposit back?
Sure, we will enter a ticket.

Several emails later:
Unfortunately, as explained to you on previous emails, 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.
Regarding your deposit, very unfortunately the processor used for this transaction is not able to issue money back to Mastercards. We truly apologize for this inconvenience, however regrettably, we will be unable to enter into further correspondence pertaining to this matter.

So that's it?
They close my account
They will not tell me why
They will not refund MY money
They refuse to even discuss it?

WTF????

Does anyone have any ideas/advice for me?
I am a clean and honest player. Never any problems ever before.
I mean, $100 is not nothing, but it's not even about the money any more, I feel like I have been mugged and they stole my 100 bucks.

I have been very polite and even tried to ask them WHY they think I might have been a 'security issue'. I honestly have no idea. All I get is the same 2 replies re: the management decision and the inability for their credit card processor to refund me. All generic responses.

Thanks

Only thing that I can suggest to you if as you say you have done nothing wrong is to find out who is their regulatory body is and contact them and explain your situation.

They also mention verifycation purposes, did you send them any documents to verify who you are, if not that might be what they are waiting for.

That's what i'm worrying of some poker sites. That happened to me too but in other poker sites. I lost my earning not a deposit.

Have you contact their costumer support?

Sportsbook recently moved to the Merge network. Do the networks such as Merge care about how their skins behave? Maybe you should try contacting Merge gaming.

Thanks for the responses so far guys.

Just to be clear, they are not waiting for any verification documents from me (or anything else for that matter).
I have contacted support several times, but they always refuse to begin to explain why my account was closed.
Always the only response is 'a management decision'.
I know I have done nothing wrong (otherwise I would just accept this).
What really annoys me is that it is their own payment processor that apparently cannot handle refunds (it sounds like a lame excuse) and that basically " we will be unable to enter into further correspondence pertaining to this matter".

I have another story. I had around $160.00 in my pacific poker account. I did not play on that site for about just under a year (for various reasons) and I just left the money in the account thinking it would be safe.
But when I logged in around 3 months ago, there was only like $16 remaining.
When I read thru their small print, it says that if you are not active for more than 6 months, then they will take 10% of your remaining balance each and every month!!
This is NEVER refundable, so beware!

In short I have been stung for well over $200 in a short space of time from 2 so-called 'respectable' sites. I am now very dis-heartened, suspicious and paranoid.

Back to my sportsbook poker nightmare - I did not know that they were part of the merge network. Do you know how to contact them regarding this situation?

All the best and thanks again

There must be something your not telling us. They just can't take your money for no reason. Try a more reliable site like full tilt or pokerstars

Ok without even reading the OP yet I got to say HERE WE GO AGAIN!! A new member whos first post or 2 is about being cheated out of their money or having it stolen from an online site, ok I'm gonna go read the OP and see what "proof" they show.

Ok afterr eading the OP, I will ask what others will ask if I don't post the emails that you sent and they sent to you.

It seems like this is the reason why you dont play on most, smaller sites than can seem kind of fishy.

I do understand them not being able to put it back onto mastercard, but can't they cut you a check?

Hi guys,

I'm sorry if I pi55ed anyone off here.
I'm sorry my first post is such a post.
I will post below all of the communication.
Yes, I am a small stakes fish.

But I will say one more time - I have done NOTHING wrong.
My credit is good, I am clean, honest, law-abiding. I do not cheat, collude, or anything like that.
It could be a genuine mistake that I am blocked - mistakes do happen with automatic systems - but how can I ever know?
The REAL problem here is that this poker room REFUSES to enter into any communication with me, so I really cannot tell you why they have blocked me. I cannot even answer their questions. In fact - there ARE no questions, I am just blocked - simple - end of.
It is actually this total arrogance that has gotten up my nose.

With total respect, I am from Europe. This is a US poker room.
I deliberately chose to play at a US poker room purely as a change from always playing only against European players (mostly east European). I have never had the slightest issue playing in any European card room.

I am not here to bitch, the main 2 reasons for posting were 1. to see if anyone else had ever had such a problem, and 2. if there were was any solid advice what I can do (there desperately needs to be a single regulatory body for this shady industry).

So, OK, this all starts when I attempt to log in (Day 2).
I get a message on screen that my account is suspended - please contact support. So I do this. Below are the emails and the chat with support and subsequent emails. Names only have been edited:

First email:


Hello,
I have just attempted to log into sportsbook poker, but I am informed that my account has been suspended for security reasons?
I am also instructed to contact support - so can you please provide me with further information regarding the reason for this – and what I should do next?
Thanks

-----no response----

Contact support via chat

Hello, my name is xxxx. I'll be assisting you today.
Your reference ID for this chat is xxxx. If you need to contact us again in relation to this matter once we have finished chatting, please quote this ID.
Support: Hi xxxx
Support: Please bear with me while I look up your account details.....
You: Hi xxxx, sure...
Support: 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.
Me: So what can I do?
Support: Unfortunately your account will remain closed.
Me: And I have done nothing wrong, so how can I get my money back?
Support: I will request to refund your card back
Me: Thanks Melissa. Please don't take this personally, but I really do not find this a very good way to treat new customers
Me: But I do appreciate your help
Support: You're very welcome.


--------------------


Dear Customer,
Thank you for contacting us.
In regards to your inquiry; unfortunately we can not refund the card because this specific processors does not allow refunds in Mastercard. Sportsbook Poker
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.
Kind regards,
Sportsbook Poker


-----------------------------------------------

Dear Sirs,
On Sunday 25th when attempting to login, I was presented with a message that my account has been suspended for ‘security reasons’.
I am instructed to contact support.
Upon contacting support, they refuse to inform me the reason that my account is suspended stating only that it is a ‘management decision’.
Furthermore they inform me that the account will ‘remain closed’.
I am very frustrated about this and so I request my deposit to be refunded.
Next up I get an email telling me that ‘this specific processors does not allow refunds in Mastercard’
So, you have:
1. Closed my account without giving me a reason or reasonable opportunity for discussion and
2. Refused to refund my deposit.

Please either

a) Explain why my account was suspended / closed* - and provide a means for me to withdraw my funds or
b) Un-suspend the account so that I may either continue as normal - or alternatively allow me to provide my own additional deposit/withdrawal method (netteller etc).

Regards,


----------------------------
Dear Customer,
Thank you for contacting us.
Our management team has reviewed your account and has deemed that it will remain inactive. If you open any new accounts they will also be closed. As per our house rules, if deemed necessary, Domain Holdings Limited reserves the right to revoke the agreement between the user and Domain Holdings Limited..
Management's decision is final and no further correspondence will be entertained on this matter.
Unfortunately we can not refund the card because this specific processors does not allow refunds in Mastercard.

it kinda sounds like a scam to me....

here is a link to the a contact form for merge: http://www.mergegaming.com/contact.html

Hope this helps

Many thanks chevanater :icon_thum

Partly as a result of your suggestion (the link is unfortunately only good for corporate inquiries) I have found that Poker rooms on Merge network are governed by the Kahnawake Gaming Commission (canada).

I am now sending them an email and will see if I get any kind of response (I suspect not, they probably have bigger fish to fry).

To anyone who does not understand how I feel, this is now far more than about 100 lousy bucks, this is absolutely a point of principal.
I will not be accused of being some kind of criminal like this.
Guilty until proven innocent eh? Oh wait, no - no chance to prove my innocence!!

Until I get some kind of a REASON from Sportsbook (and preferably an apology) I will not let this rest.

One valuable lesson for all though - think twice about making any deposits with Mastercard - especially as first deposit with any poker room/site that is new/unknown to you.

(although in this particular case, it is all BS as they could easily refund me by check, or some other means, if they really wanted to).

Cheers

maybe that's why i refuse to play on small poker sites, never had a problem with pokerstars or fulltilt. however maybe they did a mistake, and they will solve your problem, i don't see why they would take your deposit, 100$, maybe they should take the 7.50 you won if they believe there is something fishy about you.

could it be your computer ? was it used by someone else?

how did you leave things at pacific? did you send abusive emails ?

or possibly you transfered to or got transferred money from a bad source?

There might also be the possibility that you have registered at the site before (maybe years ago even), or that you already are registered at too many Merge sites.

I feel for you, and this rash of new complaints worries me.

I must get things in the mail every week from this site, offering me all kind of bonuses and such.. They find there way to the recycling bin quick

Sportsbook poker is on the Cake network. Domain Holdings LTD have 27 sportsbook, poker and casino sites. There are 47 sites that use Cake software but only 6 on the Cake poker network and registered in the Dutch Antilles ( Curacao ). Domain Holdings are registered in Gibralter.
Domain Holdings Limited
Suite 14,
Watergardens 5,
Gibraltar

lammetje said:

Dear Customer,
Thank you for contacting us.
In regards to your inquiry; unfortunately we can not refund the card because this specific processors does not allow refunds in Mastercard. Sportsbook Poker
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.
Kind regards,
Sportsbook Poker

Click to expand...

i dunno whether there's more to the story or whatever but any site that sends an e-mail like this is never getting my custom. "inquiry"? "this specific processors"? "refunds in mastercard"?

because OP has actually posted a lot of correspondence unlike 99% of people who make these threads i will be helpful!

OP send them this and post their response.

---

Further to our previous correspondence I am writing to establish exactly what it is that I am being accused of which has led to my account at your site being closed and the funds forfeited. As this decision was taken at management level and as conversing with front line support has led nowhere thus far, I should be grateful it you would forward this e-mail to someone at the "management level" at which the decision to close my account was taken, as per your e-mail of <<<whatever the date was>>>.

While I am aware that for security purposes you will not be able to divulge full details of the case, I am certain there is nothing preventing you from informing me whether you believe I have multiple accounts on your site, whether you believe I have colluded on your site, whether you believe I have laundered money on your site, or suchlike. I feel that I am owed more of an explanation than "Your account has been closed for security purposes".

Furthermore you state that a refund is not possible because of issues between your payment processor and Mastercard, however I fail to see why this would prevent you from refunding my deposit via cheque or an alternative method, as our previous correspondence has not implied that I am not being refunded because of whatever I am alleged to have done but instead that I am not being refunded because of the issue between your processor and Mastercard.

(OPTIONAL LAST PARAGRAPH IT MIGHT BE WISE TO NOT USE THIS I DUNNO): Please be aware that I have raised the issue of your poor handling of this situation to date on several poker forums, and I reserve the right to post your reply to this e-mail to the same.

Yours faithfully,

~name

After reading this I reckon the OP is screwed. Jassy Sports & Jazette Enterprises are the same company. If it smells fishy, it's probably rotten.


Jassy Sports Events Ltd changes names to Domain Holdings Limited

The parent company of slow-pay sportsbooks sportsbook.com, sports.com and mysportsbook.com (among others) also moved its headquarters from Malta to Gibraltar. While it continues to take bets from tens of thousands of US customers, it remains unclear whether the company holds a betting license anywhere in the world.
Some of the betting sites part of the group show an Antiga & Barbuda remote license logo (could it be the old Sportingbet license?), while others claim to operate under a license from Gaming Service Provider NV, which appears to hold only a casino license in Curacao.
BetUSA, which says to be owned (and not only operated) by the same ownership like the other sites, downgraded to 1 (2).

Ironically, it is the chaos in the United States that further prompted online gambling companies to seek solace in Europe. SportingBet sold all of its American operations last year to Jazette Enterprises for a symbolic $1, along with $13.2 million in debt, and spent 2007 buying up assets in Turkey and Italy.

On Wednesday Peter Dicks, the chairman of online gaming operator Sportingbet, was arrested by U.S. authorities, giving investors the heebie jeebies again about a U.S. crackdown on online gaming. Not surprisingly, stocks in the sector plunged.

Dorkus Malorkus said:

because OP has actually posted a lot of correspondence unlike 99% of people who make these threads i will be helpful!

Click to expand...

I told him to post them so we could get a better idea of whatws going on

Pothole said:

After reading this I reckon the OP is screwed. Jassy Sports & Jazette Enterprises are the same company. If it smells fishy, it's probably rotten.


Jassy Sports Events Ltd changes names to Domain Holdings Limited

The parent company of slow-pay sportsbooks sportsbook.com, sports.com and mysportsbook.com (among others) also moved its headquarters from Malta to Gibraltar. While it continues to take bets from tens of thousands of US customers, it remains unclear whether the company holds a betting license anywhere in the world.
Some of the betting sites part of the group show an Antiga & Barbuda remote license logo (could it be the old Sportingbet license?), while others claim to operate under a license from Gaming Service Provider NV, which appears to hold only a casino license in Curacao.
BetUSA, which says to be owned (and not only operated) by the same ownership like the other sites, downgraded to 1 (2).

Ironically, it is the chaos in the United States that further prompted online gambling companies to seek solace in Europe. SportingBet sold all of its American operations last year to Jazette Enterprises for a symbolic $1, along with $13.2 million in debt, and spent 2007 buying up assets in Turkey and Italy.

On Wednesday Peter Dicks, the chairman of online gaming operator Sportingbet, was arrested by U.S. authorities, giving investors the heebie jeebies again about a U.S. crackdown on online gaming. Not surprisingly, stocks in the sector plunged.

Click to expand...

If this is all true then matbe CC should cut ties with them not sure how much we get from them.

1st

First,it should bother everyone here that a site will close an account with no explanation.It says your account was closed for security and verification purposes.Alot of Cake/skins use Cake for processing payments.Since Sportsbook moved to Merge,I will assume that the Merge skin closed your account.From the email you posted,I assume you did not provide the correct details,or something may have been fishy about your verification details.If nothing was fishy about your verification,and they just used this as an excuse,something is very wrong with the site.
For the future,perhaps you should go thru this verification process,Before you make a deposit!!!I usually send a site an email,telling them I plan to deposit,and if they need any documents from me.I try to get that outta the way first,so theres less chance of a problem.
Since they cant charge back using mastercard,I recommend not depositing on Sportsbook using mastercard.Use a method they can send funds back to,if theres a problem.Good info the rest of us can use at least.Good luck and choose wisely.

BTW,I withdrew from PlayersOnly without depositing any money,I just sent them my ID and a bill in my name,got the check a week later.I believe they are on the same network as Sportsbook.Be careful anytime you deposit tho!

..and I just got my Netspend card in the mail today...

Man, hearing this story makes me thing twice...and *very hard*...about depositing online.

OP, please keep us updated.

Back to live play in the meanwhile...

If you play on full tilt or pokerstars your money will be safe. Top pros risk millions of dollers on a pokersite. You can risk a few hundred. As long as you follow the rules you'll be fine.