One little matter, One small victory
My conversation with PokerStarts support team by e-mail.
Sent: 2010/10/15 06:44:23
To: support@pokerstars.com
Subject: Question on cashouts
Dear PokerStars Support,
My question is how can I withdraw money to my Moneta.RU account, which I
used to make an initial deposit this year?
This first deposit was on the 13th of March this year.
The second (and the last) deposit was on the 28th of May but by Ukash.
I've read the cashout policies and couldn't find out why I can't find my
Moneta.RU account among the cashout payment options.
Could you please help me with this misunderstanding?
Thank you so much.
Best regards,
Dmitry
-----------
Hello Dmitry,
After a review of your account, we note that your last deposit with Moneta
was made in March. As such, more than 6 months have passed since your last
deposit with this method was made.
Although we keep a record of all transactions, those older than 6 months are
archived in a separate database. This means that your cashout options will
be based on the last 6 months of deposits history only.
If your desired payment method is no longer available in your cashier screen
(provided it is a payment method that can be used for cashing out) you will
need to make a new purchase in order to be able to cash out through it once
again. The minimum deposit amount is enough for the system to register your
payment method as active again. Please keep in mind that there is a 48-hour
waiting period after your last purchase is made before you are able to
request a cashout.
Should you need any further information, please do not hesitate to contact us.
Regards,
Jiri
PokerStars Support Team
-----------
Thank you very much for your answer.
However, I'd like to draw your attention to the fact that there was nothing written in the policies about this regulation about 6 month period. I've read all the policies and nowhere I found this regulation.
Taking into consideration the fact that today is the 7th month since my last deposit with Moneta.Ru, this actually means that you haven't warned me by any means about the expiration date a month ago, unless you can show me the page on your website with this warning.
I wouldn't have written this letter if this issue had not made me lose money and time. But I will lose it if I have to make another deposit to Moneta.Ru and to PokerStars.
The loss would consist of:
1) total cash deposit fee of about 10% to Moneta.Ru account.
2) conversion of RUR to USD (another 2% loss)
This means that I will lose about 3$ and time.
I highly regard PokerStars as a poker room with the best support and reputation, and would like to remain among it's devoted players.
I am sure that this particular issue can be solved with every part satisfied.
I see two solutions:
1) As you wrote that "Although we keep a record of all transactions, those older than 6 months are
archived in a separate database" maybe it is possible to track this transaction in that separate database and use it to enable me to cashout to Moneta.Ru
2) You might make a transfer of 3$ to my PokerStars account "TakeItEasy13" as a satisfaction of my losses because of making another deposit.
3) Maybe I haven't noticed a page where this regulation about 6 month period was written as a warning to poker players. In that case I will make my apologies and will admit my fault.
I'm looking forward to your answer or to an answer from the person in charge of this kind of issues. If I should write to some other e-mail, please send it to me.
Thank you very much.
Yours faithfully,
Dmitry.
----------
Hello Dmitry,
Thank you for your email.
We regret to see that this information was added for other methods but for
Moneta, although requested, it has not been added as yet. This will be done
as soon as possible.
Please note, however, that at all times you would have to make a deposit
after 6 months even if you were aware of the policy change. Please note the
minimum purchase with Moneta is $10.
We apologize for any inconvenience.
Regards,
Mitch
PokerStars Support Team
-----------
Thank you very much for your reply and apologies.
However, as I can see we haven't found a solution to the issue. I also regret to see that this information was Not added for Moneta, so I haven't read it and was not warned. And probably wouldn't have ever be warned if I hadn't tried to make a cashout.
To my two options of proposition I found no reply from the support team. Thus I'm kindly asking you to provide me with an e-mail of your manager or someone else from PokerStars administration whom I can write to with the same complain.
(Two options were:
>1) As you wrote that "Although we keep a record of all transactions, those
>older than 6 months are
>archived in a separate database" maybe it is possible to track this
>transaction in that separate database and use it to enable me to cashout to
>Moneta.Ru
>2) You might make a transfer of 3$ to my PokerStars account "TakeItEasy13"
>as a satisfaction of my losses because of making another deposit.)
Thank you.
-----------
Hello Dmitry,
Thank you for your email.
As a one-time exception we decided to credit $3 to your account. We say
exception because there really is no difference for you if the information
about the 6 months was included prior. You would *have* to make a deposit
either way. We credited $3 for the inconvenience and the time you took which
indicates how big a thing this is for you. We appreciate your report of this
and hope you are now clear on the matter.
Enjoy your day and best of luck at the tables.
If you require any further assistance then please do not hesitate to contact
us. We here 24/7 and are glad to help.
Regards,
Mitch
PokerStars Support Team
Sent: 2010/10/15 06:44:23
To: support@pokerstars.com
Subject: Question on cashouts
Dear PokerStars Support,
My question is how can I withdraw money to my Moneta.RU account, which I
used to make an initial deposit this year?
This first deposit was on the 13th of March this year.
The second (and the last) deposit was on the 28th of May but by Ukash.
I've read the cashout policies and couldn't find out why I can't find my
Moneta.RU account among the cashout payment options.
Could you please help me with this misunderstanding?
Thank you so much.
Best regards,
Dmitry
-----------
Hello Dmitry,
After a review of your account, we note that your last deposit with Moneta
was made in March. As such, more than 6 months have passed since your last
deposit with this method was made.
Although we keep a record of all transactions, those older than 6 months are
archived in a separate database. This means that your cashout options will
be based on the last 6 months of deposits history only.
If your desired payment method is no longer available in your cashier screen
(provided it is a payment method that can be used for cashing out) you will
need to make a new purchase in order to be able to cash out through it once
again. The minimum deposit amount is enough for the system to register your
payment method as active again. Please keep in mind that there is a 48-hour
waiting period after your last purchase is made before you are able to
request a cashout.
Should you need any further information, please do not hesitate to contact us.
Regards,
Jiri
PokerStars Support Team
-----------
Thank you very much for your answer.
However, I'd like to draw your attention to the fact that there was nothing written in the policies about this regulation about 6 month period. I've read all the policies and nowhere I found this regulation.
Taking into consideration the fact that today is the 7th month since my last deposit with Moneta.Ru, this actually means that you haven't warned me by any means about the expiration date a month ago, unless you can show me the page on your website with this warning.
I wouldn't have written this letter if this issue had not made me lose money and time. But I will lose it if I have to make another deposit to Moneta.Ru and to PokerStars.
The loss would consist of:
1) total cash deposit fee of about 10% to Moneta.Ru account.
2) conversion of RUR to USD (another 2% loss)
This means that I will lose about 3$ and time.
I highly regard PokerStars as a poker room with the best support and reputation, and would like to remain among it's devoted players.
I am sure that this particular issue can be solved with every part satisfied.
I see two solutions:
1) As you wrote that "Although we keep a record of all transactions, those older than 6 months are
archived in a separate database" maybe it is possible to track this transaction in that separate database and use it to enable me to cashout to Moneta.Ru
2) You might make a transfer of 3$ to my PokerStars account "TakeItEasy13" as a satisfaction of my losses because of making another deposit.
3) Maybe I haven't noticed a page where this regulation about 6 month period was written as a warning to poker players. In that case I will make my apologies and will admit my fault.
I'm looking forward to your answer or to an answer from the person in charge of this kind of issues. If I should write to some other e-mail, please send it to me.
Thank you very much.
Yours faithfully,
Dmitry.
----------
Hello Dmitry,
Thank you for your email.
We regret to see that this information was added for other methods but for
Moneta, although requested, it has not been added as yet. This will be done
as soon as possible.
Please note, however, that at all times you would have to make a deposit
after 6 months even if you were aware of the policy change. Please note the
minimum purchase with Moneta is $10.
We apologize for any inconvenience.
Regards,
Mitch
PokerStars Support Team
-----------
Thank you very much for your reply and apologies.
However, as I can see we haven't found a solution to the issue. I also regret to see that this information was Not added for Moneta, so I haven't read it and was not warned. And probably wouldn't have ever be warned if I hadn't tried to make a cashout.
To my two options of proposition I found no reply from the support team. Thus I'm kindly asking you to provide me with an e-mail of your manager or someone else from PokerStars administration whom I can write to with the same complain.
(Two options were:
>1) As you wrote that "Although we keep a record of all transactions, those
>older than 6 months are
>archived in a separate database" maybe it is possible to track this
>transaction in that separate database and use it to enable me to cashout to
>Moneta.Ru
>2) You might make a transfer of 3$ to my PokerStars account "TakeItEasy13"
>as a satisfaction of my losses because of making another deposit.)
Thank you.
-----------
Hello Dmitry,
Thank you for your email.
As a one-time exception we decided to credit $3 to your account. We say
exception because there really is no difference for you if the information
about the 6 months was included prior. You would *have* to make a deposit
either way. We credited $3 for the inconvenience and the time you took which
indicates how big a thing this is for you. We appreciate your report of this
and hope you are now clear on the matter.
Enjoy your day and best of luck at the tables.
If you require any further assistance then please do not hesitate to contact
us. We here 24/7 and are glad to help.
Regards,
Mitch
PokerStars Support Team