Here is a true conversation between a real money user and three Partypoker
customer service agents. As you will see, they are lying and giving wrong
information, and in the end Partypoker is keeping the deposited real money.
Chat History
You are now connected to "Viktor". For security reasons, please confirm your
last name and your date of birth.
Antje : My account is blocked
Viktor: Hi
Antje : Hello,
Antje : would you please unblock my account ?
Viktor: Please give me a moment while I retrieve your account details.
Viktor: Sorry for the delay still acessing your information
Antje : I was accused of unfair chip transfers.
Antje : But I just got on tables where others did transfer millions of playmoney
chips, and suddenly my account got locked
Viktor: I can see that your account was blocked permanently
Viktor: And that was the final decision, keep in mind that we do not tolerate
such behaviour
Viktor: Also you can create a new account if you wish
Antje : I can't! It sais, your records detected that I already have an account
with you
Antje : It's not true that you do not tolerate such behavior. I have reported a
few accounts transferring billions of chips, and you did nothing. Those people
transferred each day billions of chips between accounts using third party
software.
Antje : They are even transferring 4 billions of chips right now on a table.
Antje : why are such accounts not blocked ?
Viktor: Give me a second to check please
Antje : This is why I don't understand why my account is permanently locked.
something is not right here
Viktor: Since you decided to proceed with a real money account this is why your
account is deemed as closed
Viktor: We cannot reopen it unfortunately
Antje : I don't understand. I made a deposit. So now it's a real money account.
There is no way to change it back ?
Antje : You cannot block my account with suspisous reason, but let others who
real proceed with unfair behavior keep going on. I don't get it.
Antje : And I know it is possible to reactivate my account
Antje : You did it for others too.
Viktor: Once again we do not tolerate such behaviour, as per our policies and
procedures we cannot proceed ufrther with reopening your account, as I can see
you have been told this before.
Viktor: The answer will be the same.
Viktor: Thank you for reporting other players
Antje : But why don't you block those reported accounts aswell ?
Viktor: Our system performs automatic checks and detects players that are
playing unfair, we block those accounts
Antje : that's not true! You've turned your system checks off about 3 months ago
Antje : people are transferring each day billions of playmoney chips on at least
5 tables each day.
Antje : I never did such huge chip transfers, but get punished now. You can not
do that.
Viktor: The play money chips are limited for 250 000
Antje : right. they are all ream money accounts, who do that
Viktor: if you want to report somebody please send us screenshots at info@partypoker.com
Viktor: Please note that the 250,000 play money chip restriction has been
applied over play money accounts, given that these have been the target of
unethical activities we are putting a stop to (Selling of Play Money chips, use
of chip gathering bots, etc.)
Antje : I did. But as told, you have stopped all systems, and activity in
blocking such accounts.
Antje : since you have stopped with your activities, and tolerate transferring
billions of chips again,
Viktor: And we have applied the 250 000 limit Antje
Antje : I insist on getting my account reactivated.
Antje : would you please connect me to someone who has the rights to reactivate
my account, please ?
Viktor: You will be told the same thing, but if you wish I can look for an
available agent to transfer the chat
Antje : wonderful. Thank you Viktor. that would be very nice.
You are now connected to "Sana". For security reasons, please confirm your last
name and your date of birth.
Viktor has exited the session.
Antje : Hello Sana
Sana: Thank you for staying connected, your chat has been transferred to the
Credit team. My name is Sana
Sana: Please stay connected while I go through the previous conversation and
pull up the account details.
Antje : the other customer service agent was not permitted to unblock my account,
so I've asked for your assistance.
Sana: I understand Antje but the account cannot be unblocked
Sana: Your account is closed permanently at our website
Sana: due to intentional transfer of play money chips to other players over the
tables
Sana: which is against our terms and conditions
Antje : But why? I never was involved into chip transfers. I just got detected
wrong by your systems which you used during may 2014 till September 2014
Sana: and we have closed all such accounts found to be involved in similar
activity
Sana: We have our systems in place which detect such unfair gameplay and blocks
accounts
Antje : And why did you stop your systems, and why did you stop blocking
accounts which get reported to you ?
Antje : for the last 3 months I am observing your old players are again
transferring billions of playmoney chips each day on at least 5 tables.
Sana: we perform compete research on accounts which get escalated to us
Sana: and based on the research the management decides to close to activate the
account
Sana: However in your case the account was closed by the system
Antje : right
Sana: so I caanot reactivate this account for you
Sana: If you still wish to play then you can create a new account on
partypoker.net
Antje : but that's the playmoney server
Antje : I still have funds in my account which I want to use up
Sana: Yes
Antje : I was also told I could open a new account on your real money servers,
but that's not possible. I get an error that you have records, that I am already
existing on your system.
Sana: The balance available on your account is 3.01 EUR which is less than
minimal withdrawal limit
Sana: unfortunately we willnot be able to cash out the balance
Antje : right
Antje : wouldn't make sense anyway
Sana: and there might be miscommunication , we can allow you to create a new
account on partypoker.net
Antje : please just reactivate my account so I can use it up or increase it to a
withdrawable amount :)
Sana: and not on partypoker.com
Antje : wow
Sana: I am really sorry Antje I will not be able to reactivate the account. The
system wont allow me to unblock the account
Antje : hold on a second. I was told to open a new account, and my funds could
be transferred to the new account...
Antje : So are you telling me now, this information is totally wrong ?
Sana: Please give me another moment here
Sana: let me check with my supervisor
Antje : ok. thank you
Sana: I have onfirmed the same with my supervisor
Sana: and unfortunately we will not be able o reactivate your account
Sana: and allow you on your new account
Sana: We can only allow you to create a new account on partypoker.net
Antje : This is weird. See this chat log here with Sowjanya:
Antje : Ok, will you transfer all my funds to my new account ?
Sowjanya: If you craete a new account and make your first deposit, I can
transfer the 3.01 EUr to your new account.
Sowjanya: *EUR
Antje : She told me she would transfer my funds to the new account. Are you now
telling me she lied to me ?
Sana: This is the information I see on your account
Sana: However since you say one of our agents have informed you you can create a
new account
Sana: I will escalate your account information mentioning the same to the
management
Sana: Please provide us 24-48 hours time
Sana: They will review your account and get back to you either via call to your
registered phone number
Sana: or email to your registered email address
Antje : I am not only saying that. You have logs of all our conversations, so
you know I am telling the truth!
Sana: I understand Antje, as I said I do not have access to reactivate the
account as it was blocked by the system. But I am escalating the issue to
management now
Sana: Please provide us 24-48 hours time
Sana: so that we can get a resolution for your query now
Sana has exited the session.
You are the only user left in the session.
The account never got unblocked and just a standard reply has been received by
Partypoker.
If you ever get the answer that something has been or will be "escalated", it
means it will be forwarded to the trash! You'll never ever hear from Partypoker
again!
Update 23-Feb-2015: After contacting customer support for a few times, the final contact ended like this:
Chat History
You are now connected to "Arpan". For security reasons, please confirm your last
name and your date of birth.
Arpan: Welcome to Live Help! How can I help you?
Antje : Hello, I was just told my funds are gone.
Antje : But I had 3.01 EUR left on my account. Why is my money gone ?
Arpan: I see that your account
Arpan: AntjeSweet has being closed as you have opened a new account Antje_Sweet
Antje : Right. I was instructed to open a new account, which I just did.
Antje : Your other Agents said, my funds will be transferred to my new account.
Antje : And now suddenly my money is gone.
Arpan: Let me check
Antje : But on 08-Dec-2014 your Agent Sana told me this:
Antje : Sana: The balance available on your account is 3.01 EUR which is less
than minimal withdrawal limit
Arpan: The amount is added back to your old account
Arpan: AntjeSweet
Antje : Thank you :)
Arpan: If you want this amount to be transferred to your new account
Arpan: then you need to make a deposit on the new account and then contact us
Antje : Very funny. You don't really think I would deposit any more real money
here after all what is happening on Partypoker.
Antje : Please just transfer my funds.
Arpan: then if you confirm we can open your old account
Arpan: for you to login and play
Antje : that would be best.
Antje : yes, please reopen my account, so I can use up my funds.
Arpan: Just wait
Arpan: Its done
Antje : Awesome. Thank you very much :)
Antje : You are the best :)
Arpan: Is there anything else I can help you with?
Antje : No, that's it. You made it a very happy day for me.
Antje : thank you so much.
Antje : and have a good day.
Arpan: Good luck and enjoy the games :). Thank you.
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