Unbelievable Carbon Customer Service

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DeepStack bMAC

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So I just tried to open and acct on Carbon last night, couldn't get the deposit to go through. Went back today and it's disabled. Got on chat support and they said some other person with my last name had a chargeback and it must be paid before i could have an account! WTF kind of service is that?! Here's the convo for proof.

Can you look and see why my acct was disabled?
Brandon: at 17:03:08
thanks
John Bishop: at 17:05:08
It has come to our attention that chargebacks have been made in other accounts related to yours, that is to say, stop-payment requests were made to the bank or credit card company against legitimate deposits made in those accounts.
John Bishop: at 17:05:09
It is possible that the charges were not recognized and were reversed inadvertently. However, we cannot proceed with any further transactions on your account until these chargebacks have been repaid via cash transfer.
John Bishop: at 17:05:58
Please have mr. Cody "XXXXXXX" resolve this issue.
John Bishop: at 17:05:58
Brandon: at 17:06:18
that's not correct though. I did create an account previously but was never able to deposit because the bank blocked the transaction
John Bishop: at 17:06:22
After he solves the issue with the account, we can reactivate yours.
Brandon: at 17:06:53
what? I'm not Cody "XXXX"

Your account is related to his.
Brandon: at 17:07:59
in what way? That makes no sense. someone else has a "chargeback" and someone completely different can never play on Carbon because of it? That's ridiculous
John Bishop: at 17:09:01
I am really sorry Brandon.
Brandon: at 17:09:05
that's fine...this will be blasted to 2+2, CardsChat, Twitter, deuces cracked, and pocket fives
John Bishop: at 17:09:24
As per company policies, we can't reactivate your account until Cody resolves the chargeback issue.

Brandon: at 17:10:04
worst customer service i can imagine. Some random person has an account issue and you pin it on someone completely unrelated to the issue.
John Bishop: at 17:10:48
Please contact him and we will be able to solve this issue.
John Bishop: at 17:10:58
We apologize for the inconvenience.
Brandon: at 17:11:24
sure give me his phone number and address and i'll go track down this person
Brandon: at 17:11:54
you realize there are more than 1 family with my last name in my city right lol

John Bishop: at 17:12:19
Our security team found that your account and his are related.
John Bishop: at 17:12:53
In am really sorry, we can't reactivate your account until he resolves the issue.


Am i just out of line or is this the most ridiculous thing ever? Some dude has my last name and because of such I can't play? I suppose somewhere else will receive my rake lol. Wouldn't want to give these douches my business if they were the last online room at this point.
 
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Gtcsmd

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I had a really bad time with Carbon as well. I will admit it was my fault for using a friends credit card to deposit with but they said I could still unban my account after sending in all of his information. I literally sent in all the stuff the requested but they still said it wasn't enough. This way 2-3 years ago though but I still remember it because I deposited $20 and got up to $1500. I was pretty sad and made sure never to make that mistake again at any poker site.

Sounds like you def got shitted on. That is a crazy rule though I'm sure there are quite a lot of common last names and if your just unlucky enough to have the same one as a person who has had there account banned you are screwed too? I'd take it as a sign and just go play else where.
 
S3mper

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"John Bishop: at 17:12:19
Our security team found that your account and his are related.
John Bishop: at 17:12:53
In am really sorry, we can't reactivate your account until he resolves the issue"


I would need more information on this part right here. ^^
 
Poof

Poof

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When it is worded like that, it sounds like your ip is linking to the account that has chargebacks. Do you have friends that may have made an account at your house, or you made on from theirs?
 
WhereDidMyEVGo

WhereDidMyEVGo

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If they are basing their decision solely on the fact that you share a last name with someone else who has a chargeback there would definitely be something wrong with that. I suspect they have something else linking you though. Probably having to do with this part of your post

Brandon: at 17:06:18
that's not correct though. I did create an account previously but was never able to deposit because the bank blocked the transaction
 
dj11

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There was a fairly common situation several years ago, where a player would deposit, and his account would be credited immediately. The site would bill the bank account, and might not realize the bank had declined the transaction for several days, or more.

So if one drunken Friday night you decided to play some poker, deposited, then blew the whole deposit, they have a legit case.

Things that might 'link' any account you make with another might be;

-same email address
-same credit card
-you referenced someone when depositing (thinking he might get some credit)
-you played at the same internet cafe. This might not even have to have been at the same time, but if someone else was at the other end of the cafe playing at the same time as you.......
 
D

DeepStack bMAC

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No this person does not live in my home and it didn't have anything to do with the other acct. As you can see from the convo, it was because of someone else's chargeback acct. While I don't dispute that there may be someone by the name he gave me in my city, I don't see how that should affect me. Secondly, it's highly unprofessional for him to be giving me the name of the person with the chargeback and telling me that I need to tell that person to contact them! WTF is that all about lol. Like I'm his collections agent.

DJ11...nope, none of those should be the case. At any rate, just had to vent my frustration. Highly unprofessional on their part.
 
dj11

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I won't assume anything, but maybe someone in your household has a secret?

Another option is that you have a wireless router that some neighbor is or has used.
 
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waterboy73

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John Bishop: at 17:05:58
Please have mr. Cody "XXXXXXX" resolve this issue.
John Bishop: at 17:05:58
Brandon: at 17:06:18
that's not correct though. I did create an account previously but was never able to deposit because the bank blocked the transaction



Where I bolded above, you happened to leave out a response from John.. What is it that John said, that you so kindly left out? I would imagine that has something to do with everything...

Well that, and this: Brandon: at 17:06:18
that's not correct though. I did create an account previously but was never able to deposit because the bank blocked the transaction


Regardless, it sounds like you are trying to multi account, which is a big red flag. That might be part of the reason that banned your account.
 
WhereDidMyEVGo

WhereDidMyEVGo

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No this person does not live in my home and it didn't have anything to do with the other acct. As you can see from the convo, it was because of someone else's chargeback acct. While I don't dispute that there may be someone by the name he gave me in my city, I don't see how that should affect me. Secondly, it's highly unprofessional for him to be giving me the name of the person with the chargeback and telling me that I need to tell that person to contact them! WTF is that all about lol. Like I'm his collections agent.

DJ11...nope, none of those should be the case. At any rate, just had to vent my frustration. Highly unprofessional on their part.

you don't dispute it or you don't dispute it because you know who the person is? I just find it very hard to believe that sharing a last name is all they are basing this on.

John Bishop: at 17:12:19
Our security team found that your account and his are related.

seems like they have more
 
mariel619

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they blocked you because your bank, this has happened to me.
i played with my wifes name, card, etc she was cool with it well
the way they charged it to her card. about books or something
she called her bank and told em hell nah i didnt buy any books.
after that i couldn't get on, tried to make another account from
out of state and same results.
 
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