Thursday, September 17, 2009

Swing when you're winning....

What you risk reveals what you value. -Jeanette Winterson

So yesterday was quite an extreme day for me work wise. It started with my rivered full house losing to rivered quads, and proceeded to proffer several coolers, bad beats and I'm sure a few instances of bad play on my part. However, about 2 hours in when I saw I had lost nearly
2k I asked myself: am I in any good games, and am I playing well? I decided that the answer to both was a firm yes, and I continued to play. It turned out to be a good decision:

I managed to hit a few hands against the fish at the bigger tables I was playing on and not only did I erase the 2k debt but managed to make about $800 profit for the day.

I ran well again today, with loads of donks playing terribly against me and me staying lucky enough to not get unlucky when the money went in. In fact, this month I think I'm on a bit of a heater, running at about 12BB on average at my $1/2 and $2/4 games, and life once again seems easy. Of course it won't last, but I like the periods where I can pretend that winning will always be this simple and it won't be long before I'm driving my dream car....

To help my savings along I decided to withdraw some of my hard-earned cash from UB earlier today. After using their payouts software and being told I could not withdraw money because I hadn't made a deposit in the last 6 months, I mailed the support staff with my request. See below for my mail, their response, and my incredulous reply....

Please can you accept this email as a request for another payout of $XXXXX (in the equivalent £ sterling) to my home address via "Cheque by Mail." I tried to make a withdrawal this morning but as usual I was denied being cited 'no deposit'.

As you can see from my account history I have made several withdrawals in the past and once again require to do so. Please initiate the withdrawal immediately.

If you have any queries please contact me.

Regards, Damian

Dear Mr. Kowalski,

Thank you very much for your response.

We will gladly assist you by submitting a manual request for you in the amount of $XXXXX USD. Unfortunately, we are not able to request a different currency as our customers can when they request the payout on the site. <--- what?!? you can't manually do what the software does? ?

If you would prefer to have the funds sent to you in GBP, you can make a deposit to your poker account for as little as $10.00, and once the 48 hour time frame has past since your deposit you can go ahead and request your payout through the site by going to:
Cashier > Payouts > Request payout method > Drop down menu for currencies. <--- and why exactly would I put money into my account when I want to take money out???

If you would prefer to proceed with the manual request for $XXXXX USD please let us know and we will submit that for you.
We apologize for any inconvenience they may have caused. We are looking forward to your response.

Best regards, Diana
Payments Department @ <--- yes, she did in fact mispell 'Ultimate'. Nice one.

Hello Diana.

Are you telling me that you will not provide a certain service to a customer because as customer I can request that same service via the site's software? A yes or no answer will suffice.

If the answer is 'yes', please forward this mail along with my request for the equivalent of $XXXXX in pounds sterling on to your manager while you go and look up the definition of "customer service".

If the answer is 'no', then kindly send me my money as requested. As a long standing customer of UB I do not expect to have to take further action simply to make a withdrawal like I have done countless times in the past. Get this sorted now.


I'm glad to say they have since got back to me with an actual helpful reply, but I'm still stunned by the lack of thought and service offered to me from a site I've been using heavily for about 4 years now. Still, at least they offer a good selection of fish.


dominik said...

Hey There!
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if you want to exchange, put my links up and send me your url/anchor
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Thanks in advance =)

SubZero said...

Dominik, if I wanted to get in touch with you I would be needing an email address. Keep me posted.

Grog said...

+1 on the fish

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