ACR Thread

[vagrantjunki3]

They've had servers issues for years and have done nothing to improve.

And you're right, the customer service is pathetic. I remember ACR started a new "4 man" Omaha hi/lo tourney but they set it up as Omaha. It was hilarious when I chatted with support because the guy didn't even know the difference.

Last night someone complained about my chat (I lost my cool and blew off some steam). Today I got an email from, you guessed it, THE CASHOUT DEPARTMENT saying my chat is banned for 15 days. Here is the hilarious message they sent me:

"Thanks for getting in touch with us.

Please be kindly informed YOU HAVE BEEN REPORTED DUE YOUR BUYING CHAT, therefore you chat has been banned for 15 days. Be aware this is the second warning.

If you have any questions, do not hesitate to contact us."

Johnny V
AmericasCardroom Security


You just have to love it. The wrong department sending me a message about my chat with some type of cryptic mish mash message. "DUE YOUR BUYING CHAT"


The best part of it all is my chat is still available.


Point being, this is a reflection of the quality of their staff or lack there of and of course they have the worst servers in the industry.


But this is to be expected. After all, we are playing online poker in an unregulated industry with companies that have chosen to circumvent US law by using 3rd party banking.

My customer support chats were similar, I had to continually re-explain the issue and then be asked to wait. About a week ago I wanted to make a deposit but I had to have my card replaced so I was going to pay the extra money and get a prepaid debit card but wanted to make sure I got one accepted by the site. The guy asked me to hold for like 15 minutes after the initial question and then returned with an answer that contradicted itself so I asked him to elaborate then got asked to hold again for 5-10 minutes then got another answer which also didn't make sense so I decided to hold off on making a deposit until my card came. Now I think I'm just going to put my money on ignition until we can get some properly regulated sites in the US. I know football stands to make a ton of money once all the hurdles are clear, let's just hope we are next in line.

 

[ACR Rep]

We will have some scheduled downtime for maintenance tomorrow, Thursday, June 21st from approximately 7:00 am-9:00 am ET. We appreciate your patience and apologize for any inconvenience.

 

[ACR Rep]

Tournament 8755183

With 10 players left, the tables were rearranged - and the top five chip counts were all together

Shouldn’t there be some sort of balance?

I'm checking this please allow me a moment.

 

[Peppinotom]

Ok, guys, I just deleted a bunch of posts in this thread, as it is getting off track and off topic. This is an ACR support thread. That means you ask questions about problems you are having with the ACR client or with your account for the ACR rep to assist you with. This thread is not for posts about possible bots, cheating scandals, etc. A simple search function or a look at the recent threads in the Poker Rooms section will show that we already have topics going on that.

got it

 

[jho]

Hi ACR rep!

I have a serious concern I want to mention.

In several tournaments that I late register for, I've noticed I enter it automatically folded with my small blind taken by another player.

Is it possible to make sure that doesn't happen? I'm not sure if it's because it's taking a tick longer to connect, but it's really not fair to lose a blind in the really late stages without having the opportunity to decide whether to fold, call, or raise myself.

Also it happens specifically when it's in the late stages and a new table is created for the late registrants

 

[nml]

Was playing in the .50 on demand MTT when the timer noise for me sounded... and continued to sound every few seconds until I closed all ACR windows (roughly two hours).

Tried closing other windows, tried turning my sound off in the settings - it kept going.

Hello, this is an isolated case, did you try with the Sound settings window, instead of closing the windows or turn off your volume directly? With the sound settings window should work.

Just FYI this happened again. Turning the sound setting to “no sound” doesn’t work

 

[Peppinotom]

Hey Rep, I have a serious question, I'm gonna win some real money from now, and I never deposited, because I have some trouble her in mexico. (bank cards are not allowed, I can't proove evidence for e-wallets as I'm foreigner and don't have my name on any bill and so on) but it's me! I promise!
Are you doing bank transfers? do I have to deposit first? or shall i bring it better all to you casinos because a withdrawal will never work for me? I am Swiss btw.

 

[ACR Rep]

They've had servers issues for years and have done nothing to improve.

And you're right, the customer service is pathetic. I remember ACR started a new "4 man" Omaha hi/lo tourney but they set it up as Omaha. It was hilarious when I chatted with support because the guy didn't even know the difference.

Last night someone complained about my chat (I lost my cool and blew off some steam). Today I got an email from, you guessed it, THE CASHOUT DEPARTMENT saying my chat is banned for 15 days. Here is the hilarious message they sent me:

"Thanks for getting in touch with us.

Please be kindly informed YOU HAVE BEEN REPORTED DUE YOUR BUYING CHAT, therefore you chat has been banned for 15 days. Be aware this is the second warning.

If you have any questions, do not hesitate to contact us."

Johnny V
AmericasCardroom Security


You just have to love it. The wrong department sending me a message about my chat with some type of cryptic mish mash message. "DUE YOUR BUYING CHAT"


The best part of it all is my chat is still available.


Point being, this is a reflection of the quality of their staff or lack there of and of course they have the worst servers in the industry.


But this is to be expected. After all, we are playing online poker in an unregulated industry with companies that have chosen to circumvent US law by using 3rd party banking.

I'm really sorry for the misunderstanding. Please, provide me your nickname so I can check this situation.

 

[ScottieDuncan]

Any chance of getting HiLo8 freerolls?

 

[ACR Rep]

Hi ACR rep!

I have a serious concern I want to mention.

In several tournaments that I late register for, I've noticed I enter it automatically folded with my small blind taken by another player.

Is it possible to make sure that doesn't happen? I'm not sure if it's because it's taking a tick longer to connect, but it's really not fair to lose a blind in the really late stages without having the opportunity to decide whether to fold, call, or raise myself.

Also it happens specifically when it's in the late stages and a new table is created for the late registrants

Hello, this has been reported. Our techs are currently working on it, soon as possible, this will be fixed.

 

[ACR Rep]

Just FYI this happened again. Turning the sound setting to “no sound” doesn’t work

So the first time you tried that, it worked and now is not working? Please be so kind and contact our Tech department at 1-877-314-4195

 

[ACR Rep]

Hey Rep, I have a serious question, I'm gonna win some real money from now, and I never deposited, because I have some trouble her in Mexico. (bank cards are not allowed, I can't proove evidence for e-wallets as I'm foreigner and don't have my name on any bill and so on) but it's me! I promise!
Are you doing bank transfers? do I have to deposit first? or shall i bring it better all to you casinos because a withdrawal will never work for me? I am Swiss btw.

Hello, we don't have a bank transfer option, in this case, please be so kind and contact our Deposit department at 1-877-314-4195 or via live chat here.

 

[PLAYFUL1]

Why all the cancellations on Americascardroom, I was doing very well in sum tournaments which I could have won too

 

[ACR Rep]

Any chance of getting HiLo8 freerolls?

Not at the moment but, I already sent this feedback to the tournaments department. They are analyzing this possibility.

 

[ACR Rep]

Why all the cancellations on Americascardroom, I was doing very well in sum tournaments which I could have won too

It was due to technical issues, I apologize for all the inconvenience.

 

[jho]

Just FYI this happened again. Turning the sound setting to “no sound” doesn’t work

This has also been an ongoing issue for me.

 

[ACR Rep]

Tournament 8755183

With 10 players left, the tables were rearranged - and the top five chip counts were all together

Shouldn’t there be some sort of balance?

Hello, I checked it with the tournaments department. We couldn't see the balance as you said it was, if you have a screen shot or a video, ect, please be so kind and send it so we can check it. Also, please notice that:


As per our tournament rules: https://www.americascardroom.eu/online-poker/tournaments/how-to-play/rules/ As players are eliminated throughout the tournament tables will break and players will be reseated. This reseating is completely random. On occasion, players may be reseated in a blind they had just paid, but our online poker software tries to relocate players in seat positions similar to those they were previously seated in. That being said the re-seating process is totally random, factors such as the chip stack are not considered during the balancing/ re-seating process.

 

[rmcneice]

How do I play online poker better?

Read the material on this site and around the internet.

Play games, evaluate how you played, read more pertinent articles, adjust your strategy, repeat ad infinitum.

 

[nml]

Hello, I checked it with the tournaments department. We couldn't see the balance as you said it was, if you have a screen shot or a video, ect, please be so kind and send it so we can check it. Also, please notice that:


As per our tournament rules: https://www.americascardroom.eu/online-poker/tournaments/how-to-play/rules/ As players are eliminated throughout the tournament tables will break and players will be reseated. This reseating is completely random. On occasion, players may be reseated in a blind they had just paid, but our online Poker software tries to relocate players in seat positions similar to those they were previously seated in. That being said the re-seating process is totally random, factors such as the chip stack are not considered during the balancing/ re-seating process.

Is that standard for all websites and tournaments? Seems extremely odd

 

[ACR Rep]

Think dinosaurs are ferocious?


Check out the fierce poker action this summer at Americas Cardroom, including our new Summer Tournament Schedule.

More information here

​

 

[elflake]

I have now had the glitch where the "timer sound" keeps repeating every few seconds for the 4th time, twice in the last 24 hours. The only fix is to close the program and re-open, obviously a problem while playing.

 

[nml]

I have now had the glitch where the "timer sound" keeps repeating every few seconds for the 4th time, twice in the last 24 hours. The only fix is to close the program and re-open, obviously a problem while playing.

This has also been an ongoing issue for me.

Glad to know I’m not the only one!

 

[johnwat2]

Glad to know I’m not the only one!

I have had this problem many times, quite annoying, the only thing to do is mute the sound or close the client and log in again, but tough to do that when you are playing.

Re post 6042

 

[ACR Rep]

Hi guys, the ones who reported the Sound issue, our Development list are currently working on this. Please allow them some time, soon as they fix it I will post it here.

 

[nml]

Tournament 8763034

I’m the small blind with 2000/4000. BB is all in with only 1750 chips. When it folds around to me, I’m forced to either call 2000 or fold. I call and lose, he takes the full pot

I look forward to my refund for this tournament