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FlCrackerBoy

/Nov/2010

WARNING: Do not change your UserID !

By: FLCrackerBoy @ 20:34 (EST) / 807 / Comment ( 0 )

Hey everybody, FlCrackerBoy here, first time user of the blog. Just thought I'd say a few words and tell a story that may help out some of you. Actually, I needed someone or someplace to vent my frustration. I have a story to share, and hope it will enlighten you and maybe help with any future decisions you may be pondering.

So here goes.

I joined PokerStars back in the spring of '08, just after I lost my job, I loved watching the tournaments that showed the players that made the final tables playing Texas Hold'em, and began reading online playing tips and whatever to improve my game, I really enjoyed the movie "The Rounders" and so all that inspired me to get involved with online poker. I found PokerStars to be for me, because it offered so many games that were free, I've played thousands of games, always trying to build a stash large enough to enter into some of the cash games. I would win a nickel here, and dime there, only to lose it, and have to play another hundred games to build up enough to try again.

Then in September of this year I joined the PSO League. Passed the CORE test and my climb to the fortunes was on its way. Finally, a place where you could play for money and win .02 or .03 cents, if everything worked out. So, I thought.

The story really begins on, or around Novenber 2nd this year. I was playing a League game, 10:00 in the morning I think, and as all of you know, points are the key to the big cash, after a pretty good start in the game, I finally got to the final rounds of the game, and here again, you probably already know, that around the 120th hand, the blind's and ante's start taking a toll on the accumulated stack you have fought for. You keep watching the Stats and hoping you can finish in the money for the 30 or better points. I also know you, as many of us will do at this stage of the game, when all the other players have you covered in the chip count, that the next hand you play is probably going to be all-in. I was in this situation, so I began using the clock, as we all will do under these circumstances. I had two more players to go out and I would reach the "in the money" staus and recieve the 30 points, One of the players, I might add that he was one of the largest stacks, wrote in the chat box for me to hurry up, and used a term that describes a female dog. I found it to be comical, because my UserID was my female dogs name, all the other names I wanted were taken when I opened my account back in '08 and she was laying beside me on the chair, so I used her name. I had been pondering changeing my UserID after I joined the league, because all the people seemed to enjoy chatting, and very seldom was there anything said out of the way. Sure, any player will tilt if he loses a large amount of his chips to a bad beat, or if he reraised beyond his limit for the hand, but thats to be expected. Plus, it seems that we play each other daily and I wanted to form a personality, so people would know who and what I am. Since this guy thought I was female, why not change my ID and add a picture, so people would know me. I thought this was a good time to do the change.

 

ON November 5th I sent an email to PS support and explained why I wanted to change my UserID. They replied:

Thank you for contacting PokerStars.

PokerStars takes a very strict stance on changing User IDs. In an ideal world, there would be no changing of PokerStars User IDs, just as it is not normally possible to change your identity when playing in live poker games.

That said, we accept that there will, very rarely, be situations where it is reasonable to allow such a User ID change. We are willing to allow you to change your User ID on this occasion.

We have granted your account the appropriate privileges, so please follow these steps:

 

....and gave me the instructions. I wrote back immediatly and told them I was in the PSO league and did not want this change to affect my standings and they replied:

Hello Jack,

Thank you for your email.

We can confirm that we can transfer your standings in the PSO league if you
change your user ID.

Simply contact us again when the change has been done and we can arrange
this for Monday.

Please let us know if you have any further questions in regards to this.

Regards,

Sandra
PokerStars Support Team

Well, I read this and saw the word "confirm" and they could do the transfer. When I went in to log on to play the 3:00 PSO League game that same day they had frozen my account. So I sent an email and they opened my account back up and I sent another email to thank them and that I would contact them November 8th (Monday). I had also won a ticket to play in the Weekend Game so I was planning to play that on November 6th.

Hello Jack,

Thank you for your email.

No worries at all, I have reopened your account and you should be able to
register for the PSO Skill league, late registration is still open.

Please contact us back when you wish to do your User ID change and we will
gladly assist you with this.

Regards,

Sandra
PokerStars Support Team

 

So Monday the 8th around 10:30 I change my UserID, after a minor detail change.

Hello Jack,

Thank you for your email.

We have received your User ID change request, but note your account is still logged in to the PokerStars software. We are unable to proceed with the User ID change process while this is occurring.

If you still wish to change your User ID, please complete all playing sessions, logout from PokerStars, and write to us again with a confirmation of your User ID change request.

We look forward to assisting you further. Thank you for playing at PokerStars.

Kind regards,

Nuno
PokerStars Support Team

They sent me an email validation code and I was up and running in a few minutes.

Hello Jack,

Thank you for getting back to us.

As promised, we have now transferred your account balance from your closed
account to your new account .

Please note that we have transferred the IntelliPoker bonus to your new
account but any rankings or progress related to your old account cannot be
transferred to the new account.

If there is anything else we can do for you, please let us know.


Regards,

Michalis
PokerStars Support Team

Now at this point, is the first time anyone had said "but any rankings or progress related to your old account cannot be transferred". That really scared me. Then, around 12:00 November 8th I logged on to get in the PSO 1:00 game. I had no tickets and my UserID was not changed. Another email.

Hello Jack,

Thank you for contacting PokerStars.

We have forwarded your email to PokerSchoolOnline. You will receive a reply
as soon as possible.

Your patience is highly appreciated.

Should you have any questions about PokerStars, please do not hesitate to
contact us again. However, for questions about your PokerSchoolOnline
account, please remember to contact PokerSchoolOnline Support
(support@pokerschoolonline.com), as PokerStars does not have access to your
PokerSchoolOnline account information.

Regards,

Pierre
PokerStars Support Team

While I was waiting for a response from the school I tried the ticket request and they appeared, so I signed up and started playing the game...shortly, at the first break, I recieved this email from the School.

Hello Jack,

Greetings from PokerSchoolOnline.

Why are you stating you cannot play? According to our records you are
already registered to play the tournament that is running at the moment,
327332732.

It is possible that you are using a special version of PokerStars called
PokerStars.NET. This is a play money only version of the software. The
full-feature version of our software, PokerStars.COM, has a variety of
additional features, including the ability to upload an image, freeroll
tournaments, real money games, hand histories, the 'Find A Team PokerStars
Player' feature, and much more.

PokerStars.COM is available on our web site at:

http://www.pokerstars.com/poker/download/

Once you have installed that program, you can continue to log-in using the
same User ID and password you are using on PokerStars.NET. You also may wish
to uninstall the PokerStars.NET software to avoid any confusion between the
two programs.

Please note that although PokerStars.COM has real money games, you are under
no obligation to play them, and there is no charge of any sort involved if
you wish to continue to play solely for play money.

Regards,

Björn
PokerSchoolOnline Support Team

I wrote back and told them the tickets had showed in the mean time and thank's for the support. I played in the 3:00 and 5:30 and shut down the computer for the evening. The next morning over coffee I logged in to check my position change and was shocked by what I found. I was back to 1500 points, plus the increase in points from the three games before. Another email.

Hello Jack,

Thank you for your email.

We are glad to hear that you received your tickets and was able to use them.
Unfortunately we cannot transfer your PSO Skill League points from your
closed account to your new one and you will have to start earning the points
from scratch.

We apologize for any inconvenience this may cause and please let us know if
we can assist you with anything else.


Regards,

Steven
PokerSchoolOnline Support

Well, of course, this is just what I had not wanted from the very beginning, I was giving up 139.38 points, oh well, it just goes to show you, you can't trust everything you read. I was stuck with the task of starting over and apparently, that was that. So I set to the task. Then on November 14th , I did my morning check on the leaderboard, and nothing had been posted from the games on the 13th. Another email.

Hello Jack,

Thank you for your report.

We are aware of this issue and the PokerSchoolOnline programming team is
working on a solution. We sincerely apologise for any inconvenience
caused.

Should you have any further questions, please do not hesitate to
contact us.

Regards,

Jair
PokerSchoolOnline Support

I replied with my usual "thank's for the reply", but, also asked if they could transfer my points from my old account. You know, while they were in there fooling around anyway. I never give up. They replied:

Hello Jack:

Greetings from PokerSchoolOnline.

My name is Björn, I am the supervisor that contacted you in regards to your
UserID change.

Unfortunately, our technical department informed us that, it is not possible
to transfer the data from your now closed account, to the new one.

Just like it happens with the information in PokerStars, when you change
your UserID, (where you have no access to records like hand histories and
financial data
from your previous User ID), our technical department found impossible to
attach the results from your old User to the new one.

I am aware that the results of the first 7 days of the league; for the
reasons explained before, we cannot comply with your request.

We wish you the best during this month's league; please let me know if you
have any other question or concern.

Regards,

Björn
PokerSchoolOnline Support Team

Yes, I have questions, but, answers are not coming from these email conversations, I've worked in Customer Service for over thirty years and at one time I was very close to having an AS degree in Computer Science, I know that data can be changed before it is read...so what's up with this. I could use the extra points, but it wasn't worth the argument, they say it can't be done and appreciate my patience.

On November 20th I sent them another email.

Well, in my last e-mail, I stated that I wasn't going to bother you again
with this problem, but, as of today, I should be in 2nd place and working on
making 1st before the Dec 1st points change, this throws a different light
on the problem, the difference between my present ranking and 2nd place is
extremely large....if your tech crew could transfer my old UserID points to
my knew, I could actually afford to pay them to do it, that's an offer that
could light a fire under the tech's, to tackle the data reading problem
envolved in the tranfer, a note beside the points transfer would explain my
increase in the ranking and the other players could do the math themselves,
to see the points existed in my old account, if PSO were worried about the
appearance of my increase....I've worked in computer programming and know
that data can be edited, before the data is read, so I find it very hard to
understand why this is such an unusual request. I hope you can look into
this again.

They replied:

Hello Jack,

Thank you for contacting PokerSchoolOnline.

We have forwarded your email to the team responsible for handling this
issue. You will receive a reply as soon as possible.

Your patience is highly appreciated.

Regards,

Jair
PokerSchoolOnline Support

PokerSchoolOnline Support replied:

Hello Jack:

Greetings from PokerSchoolOnline.

For the reasons explained on the emails I sent you previously, it is not
possible to link your old PSO UserID, to the one you are currently using.

I am sure adding the points will always give you a better position, no
matter the position in which you have finished, but this has been already
discussed with management and we cannot any old UserID to a new one; we hope
to be able to do this in a near future but at least, after looking into this
for some days, the answer was that is not possible.

We appreciate your understanding and wish you the best in the days left of
the league this month!

Regards,

Björn
PokerSchoolOnline Support Team

I don't recall any reasond being sent, just that we can't do it. I sent this reply:

I guess its a mute point to rehash old news then, and the cash prize for
secand place will go to the winner with the highest score in the position, I
wish I had never agreed to the ID change and wouldn't have, if told before
the change that this would happen, since I don't have any luck anyway, and
play with nothing but skill, I should have known the outcome of the request,
as stated before, I will continue to improve my position, and although it is
unlikely this month to reach the top, I will return....Thank's for your
teams efforts in this matter and hopefully in the future, no player will
have to see someone else get the money that they rightfully won.

Then today, November 23rd, I checked my standings in the leaderboard and realized that there was no check mark under Active, I had made a deposit in October, to cover the games I needed to play to reach the 20 VPP requirement, and my old account had the check mark, the new one doesn't, this means I'm not eleigible for the $30.00 prize, only the $3.00. I sent another email inquiring as to why I'm not eligible. This is the reply:

Hello Jack,

Thank you for contacting us and for your everlasting patience.

At this stage I must apologize for this technical issue, I have reported
this and I can assure you that, no matter what the board states, you will
get paid as an active player, we will count the 21.93 VPP you collected last
month with your other UserID.

I will contact you as soon as I have news for you, again, rest assured, your
status this month it's "Active".

Please let me know if you have any further question.

Regards,

Björn
PokerSchoolOnline Support

There is still hope that this whole thing can resolved. If so, I would be 2nd with 1964.11 points as I close this very long post. I am very happy with my position right now, more money than I've ever won online, and I hope that success will continue. But, you know what ? If it dosen't work out, at least all of the people that have read this, will be aware that we are controlled by a machine that does not give a damn about us humans, and the techs that feed the animal everyday, don't really control the uotcome. Remind you any movies you've seen ? 

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