Very unresponsive and unprofessional Customer Support.
Unfair Treatment at Riva Poker
Dear Sir ,
I am joining this Riva Poker (www.rivapoker.com) by taking advantage of their free risk GBP40 offer. This risk free offer is offered by their live chat customer service.
After depositing GBP40 via Neteller, I am playing poker game and fortunate enough, I won another GBP40 with a fews of good hands.
Subsequently, I am choosing a 2 person poker table and the lady luck is really at my hand. I won again and thereafter, I am making a cashout of GBP115 (net winnings of only GBP75).
Immediately, Riva Poker suspended my account and alleged that there is a "collusion play" and asking for my ID and address verification documents.
Without delay, I sent out my passport and bank statement. Then, I also receive their telephone call from them also.
Furthermore, I also sent out email explaining there is definitely no collusion play involved as that player is a big fish. I do nothing wrong by winnings his money.
After nearly 1 month, I got no response from them. I have emailed them for more than 30 times but still got no response and they are totally ignore email.
Please help. Thank you
We received the message below.
Further to the complained posted on your site, we inform you that as per RivaPoker Terms and conditions, we reserve the right to close any account involved in Collusion.
Please find below the information regarding this aspect:
97. Collusion between players by sharing hole cards or by other methods is strictly forbidden. MANDATECH reserves, in addition to other measures, the right to restrict seating and/or to prohibit Users from playing at a particular poker table or in a tournament, including restricting two or more Users from playing together at the same table or in the same tournament. Reference here is also made to the rights of MANDATECH to take measures in order to prohibit “multi-accounting” practices.
98. Mandatech also reserves the right to terminate accounts with immediate effect in the event of collusion, as well as the right to block all the User’s funds until poker investigations are concluded.
Therefore, due to the fact that the player has used our software in a collusive manner, his player account has been suspended.
Taking into consideration that the player is considered fraudulent within the Ipoker network, we kindly ask you to remove his complaint from your forum as those are false accusations towards our site.
Thank you for your understanding,
What I could say after reading your reply is - FALSE ACCUSATION.
I recalled when I play at your poker site in the following manner:
a) After my first deposit of 40 pounds, I played at the 6 person table, from there, I won another 30 pounds.
b) second time of login into your poker site, I play at the 2 person table and fortunately enough, there is a BIG fish, who subsequently lose another 30 pounds for me.
c) after verifying myself, your poker site is so generous and give me a free bonus of 15 pounds, thereafter, I made my withdrawal for the total of 115 pounds.
By claiming that I have breach your terms and conditions by using "collusion play" is something I can't accept. This is nothing but a false accusations.
I am fully co-operate during the time of suspension of account but it seems that Riva Poker is never co-operate with player and suspend and cancell ALL withdrawal, including denying in refund of initial deposit . This is a serious misconduct and unethical practice of online poker site which put player's right in no protection whatsoever.
Riva Poker definitely owe me an acceptable explanation and I only need a fair and responsible solution. I would not let you to "STEAL" my winnings and my own money deposit just with this excuses to fool your player.
For Askgambler's.com, please do not remove this complaint because this is a true story of what is going on with Riva Poker with the player.
Dear Customer Service,
In reply to your message, we would like to assure you that a message for the situation that has been brought to your attention has already been posted on your forum on the 22nd of January 2011.
The players who were involved have received an explanation on the reasons which led us to taking the decision to close their accounts, for not having respected our rules.
Our site policy is completely transparent and our team is always pleased to respond to all the queries that we are addressed.
Should you have any questions or concerns, please do not hesitate to contact the RivaPoker Support Team. We are available 24 Hours a day, 7 days a week.
RivaPoker Customer Service
Customer Support RivaPoker
Don't put your reply in this idiot way.
I am really fucking up with your fucking reply.
Just refund my intial deposit of 40 Pounds and close the issue.
This is fair to you and me.
We have received your message regarding the refund of your intial deposit.
As already mentioned in our previous messages, our terms and conditions are the same for all players and we will always take action against those who fail to comply with them..
Given that you abused of your account's privileges, please note that your player account has been closed, and your withdrawal cancelled.
We remind you that all players who are considered fraudulent will no longer be entitled to any refund or to benefit from our services.
If you would like more information or have any questions on the matter, please contact the RivaPoker Support Team. We are available 24 Hours a day, 7 days a week.
RivaPoker Customer Service
Customer Support RivaPoker
Dear Riva Poker players or other potential players,
With immediate effect, kindly refrain yourself from playing at this rogue poker site.
Riva Poker has used a very attractive 100% free risk chips to attract new players into their site and subsequently, they locked your account and will never entertain your email. There is 100% that you will never receive your winnings or your intial deposit eventhough you are fully co-operate with them by sending your ID and bank statement. Their reason is very simple - you fail to comply their terms and conditions.
If you are one of their players, please immediately withdraw all your monies and play at other poker site. Of course, I wish good luck to you. Hope your money will be withdrawn succesfully.
Please help to spread the news among your friends or any players by way of facebook, twitters or your personal blog. This is definitely a cheated poker/casino sites.
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