Carbon Poker Issue

[pokerprop]

Yesterday I'm playing a $20 match at Carbon Poker Backgammon no double cube match to 5 points.

The current score is 2-1 me and I have several of my opponents checkers stacked behind a six deep wall of mine while they've been forced to stack all remaining into their 1-3 spots. Basically in short it is 90+% i am going to pull win 2 points here and for sure am winning one. The most likely result I am up 4-1 in the match, and very slim chance I am up 3-1.

All of a sudden software resets and we are starting from beginning set up with my opponent up 3-2. I thought about refusing to play the rest of the match and just complaining with Carbon. Clearly distracted and chatting about this in log I then got gammoned and lost on the next round.

Deal was i should be up 4-1 in this game but the Carbon software glitched. My opponent admits to this in chat. Says it happened to him once before and chatting with him further he said Carbon insisted he timed out and it made him irate because they would not admit their software error and would not give him a refund. In fact I have more issue if true Carbon did not refund him in the past because he is the most regular player in their backgammon games and anything he might of been complaining about would of been less than his daily rake. But anyways back to my issue because this one comes first hand.

I emailed Carbon 24 hours ago and got an acknowledgment email and that was all. If you look at the chat log from our game it is clear there was a glitch because my opponent admits to it. Seriously the proper way to handle this give me my $20 back as benefit of doubt and then research it. To leave me sitting 24 hours is just stupid. This is based off my history playing that game, the chat logs etc. I'm not some scammer and Carbon can quickly determine this with a little research. Especially considering my opponent is one of their highest rakers and most frequent player at backgammon and admits to what happened right in the chat.

To be sitting here 24 hours off an insignificant amount ($20) is stupid imo. I really lost more than that because say Play365 or another gammon site crashed at the same point it did when it glitched I would of been given $33+ dollars because the most likely result was I'd win $39.00 so I would of been paid on expectation. Realizing Carbon probably won't see it this way I only asked back what I lost.

I'd expect a long wait like this from Full Tilt, but didn't realize there was a company on a network capable of having this poor of customer support as well. Guys Full Tilt is the one exception imo. PokerStars, Bodog are two companies I've dealt with that would have been back to me in a matter of a couple minutes and i feel confident both of them would of refunded me rather quickly if there was a problem with their site, but at the very lease would of given me a personal response.

I don't care about the $20 because of money and wouldn't go through the effort of making a post if it was just about money. It about principle here and HORRIBLE customer service. Your site fucked up, only two players involved admit to it. look into it and settle it fast. Gambling is a big money industry - how sites can not have support staff to answer emails is baffling.

[actyper]

fyi took about 4 days for carbon cs to answer my last email and it was the worst answer ever i just lol'd at it.

[pokerprop]

Still not a response.

I refuse to ever rake a dollar at Full Tilt Poker for this exact reason. I'm not sure what a customer support agent costs per hour but it should be chump change compared to other costs. Why do some companies not understand this? This is gambling and you make money off "servicing" losing players. Full Tilt is the exception due to a massive marketing budget, the players behind it and timing. Still they are not as big as they could of been. This is an example of poor management and perhaps just not caring about players in my opinion.

At this point they might as well never respond because no matter what response or action they took now I'm not at all impressed. I'm forgiving if it was one bad day but after hearing initially from the opponent I played how he was treated, seeing the response in this thread and getting another "LOL Carbon support is a joke" MSN message I tend to think this is a regular occurrence and not an exception.

I had no plans to promote them anyways so they lose my hundred or so in monthly rake messing around in backgammon only. But dead serious from now on going forward as an affiliate I will not be promoting any companies that treat customers like this. Full Tilt is for 100% certain not only a site I won't promote again but a site I'll warn players against when the conversation comes up, Carbon might be getting close to being on that list now.

I don't care about the the $20.00 but serious, because this is a business forum.. "dudes, fix your FN support" is my professional business advice.

/post.

[KevinMcC]

They take 14 days to payout via Moneybookers... enough said

[CarbonAtil]

I have never heard of this ever happening, but then again, I’m not located in the customer support or network office. This is extremely concerning to me and I do believe you. Before I move forward with my investigation, can you please PM me your username and any details that would assist in locating the exact error.

I want to apologize to all affiliates and players that have been experiencing delays and issues with our customer support department. Although not an excuse, our customer support department has just been moved to another location/company, so please expect a few growing pains in the initial stages. This move will mean faster responses to emails, increased knowledge and efficiency in live chat and a better overall experience when facing with any issues with our support team.

Regarding the withdrawal via Moneybookers or any other payment processor, please PM me the details and I will get to the bottom of each of them.

Once I resolve the Backgammon issue above, I will post my finding and inform all of you the precautionary steps we will put in place to ensure this doesn’t happen again.

Like always, if anyone ever has an issue, please PM, email or skype me right away for the fastest response.

Cheers.

[Lenny]

They take 14 days to payout via Moneybookers... enough said

Only 14 your lucky , im waiting on a wire from a few months ago

[CarbonAtil]

Only 14 your lucky , im waiting on a wire from a few months ago

Lenny and affiliates who receive payments via wire:

I want to apologize for the time it has taken to process the wire payments. As you can imagine it can be quite difficult processing wires to and from certain locations at times. In short, we ran into the "perfect storm" of issues at the same time, which has resulted in wire payments being delayed.

I can assure you that I have not forgot about these and you will be paid in full. I spoke with our management group this morning and was promised that all outstanding wires will be paid within 7-10 business days.

If any of you have questions about this, please post below or PM me.

Thank you all for your patience and cooperation.

[pokerprop]

Atil more than hooked me up so i got no personal gripe now about the situation and would like to give benefit of doubt. Hopefully support gets moved quickly as mentioned and it improves greatly. I see this and payout speed as #1 and #2 for Carbon to work on.

Atil actually does an awesome job running around on these forums taking care of stuff. Dude I'm not sure your position but hope the high ups take notice of how hard you're working and there is a nice promotion or bonus in the near future for you

[jdwanchalk]

Lenny and affiliates who receive payments via wire:

I want to apologize for the time it has taken to process the wire payments. As you can imagine it can be quite difficult processing wires to and from certain locations at times. In short, we ran into the "perfect storm" of issues at the same time, which has resulted in wire payments being delayed.

I can assure you that I have not forgot about these and you will be paid in full. I spoke with our management group this morning and was promised that all outstanding wires will be paid within 7-10 business days.

If any of you have questions about this, please post below or PM me.

Thank you all for your patience and cooperation.

How about this. Hire me and I guarantee I can get money to affiliates within 3 days. IT IS NOT HARD. I don't bother with Carbon, but slow payments always frustrate me.

You have NO EXCUSE for slow payments, unless you don't have the money. There are MANY outlets to pay affiliates, MANY!!

[CarbonAtil]

How about this. Hire me and I guarantee I can get money to affiliates within 3 days. IT IS NOT HARD. I don't bother with Carbon, but slow payments always frustrate me.

You have NO EXCUSE for slow payments, unless you don't have the money. There are MANY outlets to pay affiliates, MANY!!

I agree but without going into details, we have faced several issues that have caused the unfortunate delays.

It has nothing to do with liquidity and I if any affiliate that is currently receiving their earnings via wire, can receive their funds immediately via player account. I’m pushing to improve this process and I will keep you guys posted on the development.