Quote from: NitrogenSports on July 12, 2019, 02:55:18 AM

Quote from: killyou72 on July 11, 2019, 01:07:52 AM

Are you doing anything to rectify the negative trust that you now have? Are you going to be letting multiple people cheat in poker? Are winning bets still disappearing?

Hi! We are in contact with the persons regarding the negative trust, as their concerns have been resolved.

We are also always looking for ways to avoid collusion at poker and we have not received any complaints regarding winning bets that disappear, please send us a PM for further assistance.
Thank you.
-Kevin

Quote from: RoKSeouljah420 on July 11, 2019, 01:44:41 AM

Quote from: killyou72 on July 11, 2019, 01:07:52 AM

Are you doing anything to rectify the negative trust that you now have? Are you going to be letting multiple people cheat in poker? Are winning bets still disappearing?

This is quite worrying. I actually just tried to cash out a small amount of winnings from nitro (first time I've won while using their book in a few months), and they froze my account, and came at me with some baseless accusations. The direct thing they accused me of is having 'overlapping assets' with other accounts. I asked them what that meant, and the only thing they said was a canned response of how my response had been forwarded to Security for review.

I've used Nitrogen off and on for 5 years, and never had a problem with them until recently. They basically gave me a bunch of shit for not depositing on their site. I have a few affiliates there, one who is very active and has deposited over 10 bitcoin in a short period of time, and plays primarily dice, and I use the money I earn from affiliates to degen.

Ever since that conversation with support, it's been one problem after another. The latest accusing me of overlapping assets with random accounts I've never heard of, and they provided no proof either of any relation to the accounts in question.

I will update here when I here back from the security team. Thankfully the amount is negligible, all in all they are holding a little less than $100 USD of my money, again, with zero proof, evidence, or even explanation as to their accusations.

Edit - When I further inquired as to what they are accusing me of, this is the response I get. My initial message is on the bottom, and support's response is on top. A+ support, super professional. Roll Eyes

Not to even mention the incorrect grammar and lack of proper punctuation. Cheesy

Hi RoKSeouljah420, we understand your frustration. Please send us your Nitro ID via PM for further assistance.

Thank you.
-Kevin

Hi, Kevin. My Nitro ID is pretty clearly visible in the screenshot. My account was unlocked within a few hours, albeit still with no immediate explanation of what I was accused of.

I did, however, get further contact from support today with clarification of the issue (for those wondering, overlapping assets refers to location/IP).

To be clear, I am not unhappy with the time it took for this matter to be resolved. I simply took issue with how it was handled. I don't think it's too much to ask for a reasonable and respectful explanation when these kind of issues occur. To be told by a representative of your site that that is too much to ask is, in my opinion, not only highly unprofessional, it's unacceptable.

The fact is your customers implicitly trust you to hold their funds, and that kind of trust should inherently warrant some level of respect and open communication when situations like this arise, which did not happen in this case.

All in all, I am satisfied with the outcome, despite the general inconvenience and time that it cost me (I spent over an hour digging through my betting history for the last five years, trying to find something out of the ordinary). However, may I suggest that you encourage your employees (looking at you Hal J.) to have a little more sensitivity and understanding when directly dealing with customers, as I'm sure you can appreciate how frustrating, and worrisome, situations like this can be.

RoKSeouljah420

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