UB Support response
Background: I contacted UB support via e-mail trying to get a "live play" issue looked in to.
A player had admitted to using two accounts to play during a tourney (it was a free roll but this issue crosses the money line I think). I did look at the other account that had the same name but for 1 character and he was indeed in the same tourney.
What he told me at the table was that he plays like a Donkey, AI, AI, AI until he gets knocked out or builds a stack. If this Donk gets a stack the guy plays reasonably. Then he uses the other player to Donk with. If he gets knocked out as a donkey, he plays the other guy properly.
I gave UB the information and this was their response.
Thank you for contacting us.
We appreciate you reporting these cases as it is of great importance for us to maintain a healthy environment for our players. The chat logs will be carefully reviewed by our Monitoring Team and proper actions will be taken against the offenders.
Additionally, remember that you can use our "mute" function in the game while the investigation is conducted. Just right click your mouse on the player's name and select "mute".
So, although they say they will review the chat logs, their response is to basically tell me to Mute the Chat!?!?! How about dealing with the friggin issue, cheating players. Telling me to "hide my eyes" was an obnoxious thing to say.
I did write them back asking them if that is really what they wanted to say, no response yet.