Hi,

I have been using ACR for the past 2.5 years now and made a few withdrawals before. Story maybe a little long so bear with me.

I made a deposit of 956$ on 21st April. After playing for a while I needed the money for something else so I thought I should withdraw the remaining 830$ that were left on 22nd April. On 26th April I got a message that my payout has been rejected because I havent played 10% of rake fees. Which is NOT low as some of the people have suggested. Anyway I managed to play that much but because I needed the money I played bigger tourneys and because of which lost some money. After that I asked them if the rake fees has been met and this was their reply:

"Hello,

We hope this email finds you well, It's a pleasure for us to assist you.

At this point you should be able to process your transaction.

Your time and preference is appreciated, we are at your service.

Kind Regards,
We would also like to invite you to check more info on our upcoming Venom tourney. It's a multi-day tourney that guarantees $1 Million to the first-place winner. Check out more info on this link:

https://www.americascardroom.eu/onli...ons/the-venom/
Make your way to it through our Step tourneys running daily!

Richard M
Customer service representative"


On 28th April I requested the withdrawal again after confirming that 10% of rake fees has been paid by email for 509$ via btc. After waiting for another 5 days and countless emails! I got an email yesterday:
"Hello,

We hope this email finds you well, it is a pleasure for us to assist you.

We have reviewed your account, and we can see your request is processing which means it should be completed in a couple of hours.

Please let us know if there is anything else we can do for you!

Kind Regards,
Becca G
Customer Service Agent"

Today I sent her another email stating a couple of hours has turned into a day so when will I receive my btc? I got this email in return:

"Hello RUSTY12345,
Your recent cash out request 45695460 in the amount of 509 USD has been cancelled and the funds returned to your DigitalExchange account.

For further information regarding your cash out request, please contact https://livepokersupport.com/visitor/index.php?/Default/LiveChat/Chat/Request/_sessionID=/_promptType=chat/_proactive=0/_filterDepartmentID=33%2C48/_randomNumber=oj6266h15mhaw6j436e0d6l3yyg2g6n2/_fullName=/_email=/%27,%20%27livechatwin%27,%20%27toolbar=0,location=0,directories=0,status=1,menubar=0,scrollbars=0,resizable=1,width=600,height=680 for assistance or email us at [email protected].
Thank you for understanding.

Regards,
The Team at DigitalExchange"

My withdrawal was REJECTED again! Without giving any reason, these people don't have the courtesy to tell the reason of rejection and just simply say "oh it's rejected again, now keep on waiting for another 10days for us to care".

ACR has the worst ever customer service that I have ever seen. I will keep posting here about my current scenario as I want everyone to know of their doings. It doesn't/shouldn't take 10days for simple withdrawal to be processed, I have emailed them again asking for a reason and will post here once I get the answer. In the meantime please be careful and go elsewhere if you can ACR doesn't care about it's customers.

I've only received the one email when I first made the withdrawal request.

That was Thursday a week ago now.

I just received this email now,


"We hope this email finds you well and in good health, it is a pleasure for us to assist you.

Regarding the cancellation we want to deeply apologize for this and thank you for reaching out to us regarding this matter.

As of today we have been experiencing systems errors with several withdraws that were being processed thus resulting in the cancellation.

Rest assured the money was returned to your account and your funds are more than safe with us, which is why we invite you to process the request again and we will do our best to process it the sooner the better.

We appreciate your understanding and patience.

Please let us know if there is anything else we can do for you in the meantime! Stay Safe!

Kind Regards,
Luke P.
Customer Service Representative"
I will be sending another withdrawal request now, lets hope for the best.

I'm also having trouble with withdraw from Americas Cardroom...

It's been 2 days I've emailed they and still no answer...


I tried to withdraw from the americas cardroom through ecopayz and the deposit to my ecopayz account was very effective. However, due to ecopayz's bureaucracy, I haven't been able to get my money out of there yet. So I sent the money back to the Americas cardroom and I'm trying to withdraw through Pays 4 Fun, when I put the withdrawal amount to the americas cardroom, it tells me that my withdrawal was rejected . I am waiting for their response and anything I will let you know here if everything goes well

I contact they on Instagram and they answered my e-mail quickly, Well it seems that the problem is with Pay 4 Fun, I have created a bit coin wallet, it was super easy, and could make my withdraw instantly.


Their support on instagram was very kind and effective, I recomend you to try it

Best regards,
Manjerica1 / João Victor



Hello João!

My name is Serge S. Customer Service Representative of Poker Solutions.

We hope this email finds you well, it is a pleasure for us to assist you.

We understand that you want to withdraw with Pays 4 Fun, after a verification your account has not any limitation or block on it, let me ask you the following:

- Did you close the app and open again to check if the issue persist?
- Did you already cleaned cookies and cache?
- Did you uninstall the App and installed again to check if the issue is solved?

Also, you can try to withdraw with any other method to check if the issue is in general or it is just with this method.

Finally, I can see that you provided a Utility Bill on another email, in order to complete the certification process on your account you must provide also the following:

A clear picture of the front side of your Driver’s License or Government Issued ID that clearly states your name and date of birth.

Please respond to this email with the requirements, so we can move forward in this process. You can take good quality pictures of the above requested and attach the files to your response to this email. Please take into consideration that we will not accept scanned documents.

If you are sending your documentation via email, please make sure your email size does not exceed 9 MB. You may reduce the quality of your images or send your paperwork in multiple emails.

We would also like to invite you to check out more information on our promotions page by visiting the following link:

http://www.americascardroom.eu/online-poker-promotions/

Please let us know if there is anything else we can do for you! #staysafe and take care of the Coronavirus!

Kind Regards,

Serge S.
Customer Service Representative.

I played on acr for well over a year or so, made numerous deposits through money gram I never did win enough to request a cash, Then I went on a good zizz and won over 200 in various free rolls when I requested to cash out they refused and I never found out why, also please note they had all my ID docs and I was cleared for cash outs? Since my dealings with that scam site I will not play on any off shore sites, so I am now forced to play on donk club wpt! I miss the old pokerstars I actually did a cash for 1k and finally got a check and cashed it at a walmart but black friday ended that!

Hello.
Before making a deposit, you need to find out what conditions the site has for withdrawing them. I also fulfilled these conditions before withdrawing money from this site. And by the way, most sites have such conditions.

Got the money in my brazilian bank already, It was my second withdraw from online poker and I'm pretty happy with that.
They were very fast after my e-mails, I was starting to get worried because a lot of ppl seems to have problem with ACR nowadays,
GL with your transactions brother!

This was the last e-mail I got from them after we solve my withdraw problem





Hello João!

My name is Serge S. Customer Service Representative of Poker Solutions.

More than welcome João, you can contact us anytime and I or any of the other agents will be more than glad to assist you!

Have a great day! Greetings from Costa Rica to Brazil.

Kind Regards,

Serge S.
Customer Service Representative.

My payout is still pending, its been more than 72 hours now and they seem to be sleeping. Hope it gets done will post once it gets done.

Originally Posted by aliasheer

My payout is still pending, its been more than 72 hours now and they seem to be sleeping. Hope it gets done will post once it gets done.

Ask the ACR rep in this thread, https://www.cardschat.com/forum/poke...thread-217550/ they are very helpful with these kind of issues.

Please do it politely, the reps are here to help us.

I have made many cashouts on ACR ad luckily have never had a problem. I have been reading about long waits lately. I hope they get it together.
I also suggest you use the link ZORBA posted and use the https://www.cardschat.com/forum/poke...thread-217550/

I am lucky enough to live in EU so I can withdraw with Neteller, never had a problem with ACR.

I have already asked them that everywhere, but they keep giving covid excuses. Today is 16th day for me trying to withdraw from these clowns. A simple withdraw should not take this long. Once the withdrawal is complete I will never return back to this shit site.

Partypoker has a 15% policy that you have to play before you withdrawal.

I have already completed all the rake requirements, there is simply no reason for them to delay my withdrawal any further. I think they are doing this on purpose. Everyday there are making silly changes to their software, if they have time for that why can't they take out time for a simple btc withdrawal? They want you to beg, simply put.

Originally Posted by aliasheer

I have already completed all the rake requirements, there is simply no reason for them to delay my withdrawal any further. I think they are doing this on purpose. Everyday there are making silly changes to their software, if they have time for that why can't they take out time for a simple btc withdrawal? They want you to beg, simply put.

Simply because the two departments are different, what did the ACR rep here say to you, give the ACR rep a chance to get an answer for you.

If you talk to them like you are talking about them here then I wouldn't be surprised if you were put to the bottom of the list.

The ACR rep has helped many members with issues that they have had, you just need to give them time to get an answer for you.

They have processed the withdrawal today, sadly took them 20days to do so. I'm glad at least I got my money back..

Remember pay out delays next time keep needed money in your pocket.

I finally made my first withdraw using bitcoin. Was much easier than I thought, I just have to use a couple different wallets to move it around as I am in the US. For anyone else reading this, if you have not already verified your account through ACR, make sure you do it ASAP it will make things alot easier when or if you get to make that big withdraw. I have read many people still have issues like the original poster here, stay on top of them and make them do their jobs! A day will come that there will be other options for american players and it may be issues like this that cost ACR in the long run!

What a crazy story.
Thanks for sharing?

Originally Posted by aliasheer

Hi,

I have been using ACR for the past 2.5 years now and made a few withdrawals before. Story maybe a little long so bear with me.

I made a deposit of 956$ on 21st April. After playing for a while I needed the money for something else so I thought I should withdraw the remaining 830$ that were left on 22nd April. On 26th April I got a message that my payout has been rejected because I havent played 10% of rake fees. Which is NOT low as some of the people have suggested. Anyway I managed to play that much but because I needed the money I played bigger tourneys and because of which lost some money. After that I asked them if the rake fees has been met and this was their reply:

"Hello,

We hope this email finds you well, It's a pleasure for us to assist you.

At this point you should be able to process your transaction.

Your time and preference is appreciated, we are at your service.

Kind Regards,
We would also like to invite you to check more info on our upcoming Venom tourney. It's a multi-day tourney that guarantees $1 Million to the first-place winner. Check out more info on this link:

https://www.americascardroom.eu/online-poker-promotions/the-venom/
Make your way to it through our Step tourneys running daily!

Richard M
Customer service representative"


On 28th April I requested the withdrawal again after confirming that 10% of rake fees has been paid by email for 509$ via btc. After waiting for another 5 days and countless emails! I got an email yesterday:
"Hello,

We hope this email finds you well, it is a pleasure for us to assist you.

We have reviewed your account, and we can see your request is processing which means it should be completed in a couple of hours.

Please let us know if there is anything else we can do for you!

Kind Regards,
Becca G
Customer Service Agent"

Today I sent her another email stating a couple of hours has turned into a day so when will I receive my btc? I got this email in return:

"Hello RUSTY12345,
Your recent cash out request 45695460 in the amount of 509 USD has been cancelled and the funds returned to your DigitalExchange account.

For further information regarding your cash out request, please contact https://livepokersupport.com/visitor/index.php?/Default/LiveChat/Chat/Request/_sessionID=/_promptType=chat/_proactive=0/_filterDepartmentID=33%2C48/_randomNumber=oj6266h15mhaw6j436e0d6l3yyg2g6n2/_fullName=/_email=/%27,%20%27livechatwin%27,%20%27toolbar=0,location=0,directories=0,status=1,menubar=0,scrollbars=0,resizable=1,width=600,height=680 for assistance or email us at [email protected].
Thank you for understanding.

Regards,
The Team at DigitalExchange"

My withdrawal was REJECTED again! Without giving any reason, these people don't have the courtesy to tell the reason of rejection and just simply say "oh it's rejected again, now keep on waiting for another 10days for us to care".

ACR has the worst ever customer service that I have ever seen. I will keep posting here about my current scenario as I want everyone to know of their doings. It doesn't/shouldn't take 10days for simple withdrawal to be processed, I have emailed them again asking for a reason and will post here once I get the answer. In the meantime please be careful and go elsewhere if you can ACR doesn't care about it's customers.

Wow, something more is going on with that site than just a software problem. I haven't dealt with them on any level so I can't say I feel your pain. One thing I might suggest in your search for a new site offshore is be a major red flag. GL at getting your money

I had the same thing happen at BOL

I play little at ACR. I have only made a retreat and had no problems doing it several years ago. I hope they are treated favorably and I will think hard about whether playing at ACR is a good option.

Such stories are thought-provoking (although fortunately I have never had problems with the withdrawal of winnings from this room) Please inform how it will end!

I would like to make a withdrawal at ACR could someone let me know whats the easiest way to do so?

Hang on. Are you saying that if you deposit YOUR OWN MONEY and then wish to withdraw it again, they REFUSE because you haven't paid enough rake on YOUR MONEY?

Sorry but I would avoid any site doing this like the plague. Who regulates this site? Is it one of those grey market sites that people use because they can't play on the bigger sites?

I could understand a site wanting you to play through freeroll winnings, but if this is your own deposit then there should be absolutely no restrictions.

I'm sure there's a representative from ACR here, so it will be interesting to see if they come back on this thread.

I have freeroll winnings there (not a lot), maybe I will try and get them out to see what happens here.

Originally Posted by mkdrummey

Hang on. Are you saying that if you deposit YOUR OWN MONEY and then wish to withdraw it again, they REFUSE because you haven't paid enough rake on YOUR MONEY?

Sorry but I would avoid any site doing this like the plague. Who regulates this site? Is it one of those grey market sites that people use because they can't play on the bigger sites?

I could understand a site wanting you to play through freeroll winnings, but if this is your own deposit then there should be absolutely no restrictions.

I'm sure there's a representative from ACR here, so it will be interesting to see if they come back on this thread.

I have freeroll winnings there (not a lot), maybe I will try and get them out to see what happens here.

If you read the terms and conditions, most of the sites have their Cash out policies and procedures. You can check here for more info about how to cash out in our site: https://www.americascardroom.eu/play-poker-for-real-money/cashing-out-your-winnings/general-cash-out-information/

Originally Posted by Pokerberry

I would like to make a withdrawal at ACR could someone let me know whats the easiest way to do so?

Hello, make sure you certify the account first, more inf here: https://www.americascardroom.eu/play-poker-for-real-money/cashing-out-your-winnings/general-cash-out-information/

Here are the cash out options we currently have: https://www.americascardroom.eu/play-poker-for-real-money/cashing-out-your-winnings/

The best option would be Bitcoin! Not only will you get your money much faster, but you will save by avoiding transaction fees. https://www.americascardroom.eu/bitcoin-poker/

same thing happening to me right now on32Red poker .
Those people just closed my account permanently for no reason just because i asked three times for a withdrawal .
iam not letting this to pass , i will sent it to official destinations.
Does anyone know to which country 32Red poker belong ??

Originally Posted by Mr_RichRich

same thing happening to me right now on32Red poker .
Those people just closed my account permanently for no reason just because i asked three times for a withdrawal .
iam not letting this to pass , i will sent it to official destinations.
Does anyone know to which country 32Red poker belong ??

Another information:
In June 2018, the https://en.wikipedia.org/wiki/Gambling_Commission fined 32Red £2 million for failing a problem gambler who had deposited £758,000 with 32Red over more than two years. 32Red had failed to check the customer, who had a net income of £2,150 per month, could afford the bets despite several previous regulatory rulings in this area.


32red Casino is a company daughter of the Kindred Group which owns a lot of them including Unibet,
which operate with licence from Gibraltar

Address of 32: Suite 2B, 143 Main Street, Gibraltar

Address of Mother Kindred: 17 Hartfield Rd, Wimbledon, London SW19 3SE UK
Phone number: +44 20 8545 8021

I will suggest you if you have problems to call the Kindred and explain them whats it's on.

Guys This can happen to every card room in the internet , people having problems even with pokerstars , and party and other big sites , I like ACR in General and i think they will fix this problem soon ,
i had 2 cash out with them and never a problem

Originally Posted by gravac

Another information:
In June 2018, the https://en.wikipedia.org/wiki/Gambling_Commission fined 32Red £2 million for failing a problem gambler who had deposited £758,000 with 32Red over more than two years. 32Red had failed to check the customer, who had a net income of £2,150 per month, could afford the bets despite several previous regulatory rulings in this area.


32red Casino is a company daughter of the Kindred Group which owns a lot of them including Unibet,
which operate with licence from Gibraltar

Address of 32: Suite 2B, 143 Main Street, Gibraltar

Address of Mother Kindred: 17 Hartfield Rd, Wimbledon, London SW19 3SE UK
Phone number: +44 20 8545 8021

I will suggest you if you have problems to call the Kindred and explain them whats it's on.

Oh My God , i don't know how to thank you .

Poker rooms have playthrough requirements on deposits because they are not banks. They offer Poker/Casino/Sportsbetting product and when you deposit it is for the purpose of using their products. If they did not have these rules in place people would use them to money launder.

I did a withdrawal on Sunday via Bitcoin. I got my money in my wallet in 18 hours. ACR withdrawals is fast, easy and no hassle. It is not as fast as the instant to 1 hour that Pokerstars do but still pretty good.

The only solution is to play more poker.

I have never had problems with ACR, yesterday I made my first withdrawal through bitcoin, and I had some problems, because I did not know very well how it works, I contacted ACR support, and they responded and helped me in less than an hour, I stayed surprised, because pokerstars, will respond in a week or two.
I am still waiting for my withdrawal for bitcoin, but I saw that joesi said that in 18 hours, so I will be patient.

I recently experienced a problem with cashing out a check sent me by the americas cardroom. I requested a withdrawal on July 26th for the amount of $1000. After receiving the check, I deposited it at my account (Wells Fargo) on August 5th. The check was sent from Bank of Montreal. Three weeks later, my bank (Wells Fargo) withdrawn $1000 from my account plus a $15 fee with a statement "Funds not cleared" It looks like Americas cardroom ran out of money and started sending empty checks to their loyal customers. Don't use Americas cardroom. It turned into a SCAM. Their customer phone number doesn't work for along time so you can't reach them. The live chat isn't working either. When I requested to resolve the issue with the check they said they can't help because I have to write "Void" in the check. Obviously I don't have the check since it was submitted to the bank three weeks ago. How am I supposed to get the actual check back from the bank. They can only send me an image of the check but not the actual check.
ACR sucks!!!

have patience i no its a pain,but just think of how many withdrawl requests they have in the run of a day .

I recently played at ACR. The two times I served I had no problems, but I also served little, 125 dollars. When I used support, I was treated relatively quickly compared to other sites and are very friendly.

Do you not have to withdraw in Bitcoin and then do the legwork yourself?

I never had any problems with ACR '--'

Originally Posted by Sportspaceman

I recently experienced a problem with cashing out a check sent me by the americas cardroom. I requested a withdrawal on July 26th for the amount of $1000. After receiving the check, I deposited it at my account (Wells Fargo) on August 5th. The check was sent from Bank of Montreal. Three weeks later, my bank (Wells Fargo) withdrawn $1000 from my account plus a $15 fee with a statement "Funds not cleared" It looks like Americas cardroom ran out of money and started sending empty checks to their loyal customers. Don't use Americas cardroom. It turned into a SCAM. Their customer phone number doesn't work for along time so you can't reach them. The live chat isn't working either. When I requested to resolve the issue with the check they said they can't help because I have to write "Void" in the check. Obviously I don't have the check since it was submitted to the bank three weeks ago. How am I supposed to get the actual check back from the bank. They can only send me an image of the check but not the actual check.
ACR sucks!!!

Its not that they are out of money. Their checks dont clear because they are marked as an unregulated gaming company which violates anti gaming laws. If you dont use crypto you arent going to be able to cash out by conventional methods.

Originally Posted by ChickenArise

Its not that they are out of money. Their checks dont clear because they are marked as an unregulated gaming company which violates anti gaming laws. If you dont use crypto you arent going to be able to cash out by conventional methods.

That's not exactly true. This is the second check I received from them. The first check ($150) was cleared without any issues. It was also sent from Canada (Canada Trust bank) but the amount on that check was smaller, just $150 so it was cleared without any problems.

Originally Posted by dom97

Do you not have to withdraw in Bitcoin and then do the legwork yourself?

I am going to withdraw my bankroll from ACR using the bitcoin option. Hopefully, ACR is not going to screw this option. After that I am done with them..

Originally Posted by Benkisto_BR

I recently played at ACR. The two times I served I had no problems, but I also served little, 125 dollars. When I used support, I was treated relatively quickly compared to other sites and are very friendly.

That's right. I didn't have any problems with cashing out small amounts such as $150...

Originally Posted by roxtri

I never had any problems with ACR '--'

Does it mean you never tried to cash out from ACR?

sorry to hear abour your issues,, myself i have never had issues cashing out from ACR over the past few years

Originally Posted by Sportspaceman

That's not exactly true. This is the second check I received from them. The first check ($150) was cleared without any issues. It was also sent from Canada (Canada Trust bank) but the amount on that check was smaller, just $150 so it was cleared without any problems.

If you are situated in the US, then online gambling is illegal, which is obviously going to cause issues when trying to withdraw funds through methods such as checks. This is not the fault of ACR other than maybe for even accepting you as a customer, which all the more serious poker sites dont (Stars, Party, 888, GG etc.)

What a pity that you had to go through this bad time, unfortunately they always put jobs to avoid withdrawals and more when they are recent to the deposit I remorse you after the 10 days wait 24 more hours so your request will be processed