Pondy
10-18-2005, 07:26 AM
I've been in convo with a friend about one of the poker sites he's with and a problem he's noticed. Thought you all might like to see whats been going on. thoughts anyone?
Outgoing and replies are in order. Read from the top down.......
From my mate to me........
Wondered if you've ever noticed your account balance being reduced by very small amounts with any of your poker sites?
I've just noticed with sportingbet that when you log in to the poker software the amount you have in dollars is 2 or 3 cents less than it was previously. Log in again and it's gone down again and also the amount in pounds sterling in my account has gone down a penny or two. After 4 emails fobbing me off with rubbish about exchange rate changes the poker support reckon the sportsbook are deducting the money so i've now emailed them.
I'm pretty sure they are rounding down every time when they convert back to sterling instead of rounding to the nearest penny up or down. Therefore you are paying a penny tax every time you logon to poker. Although the amount is petty, not only is it the principle that you're losing money just by logging in when they state no money is lost on conversion, how much money are they making in total from all customers ? I've threatened to close my account and am awaiting a response :-)
Ever noticed or had this problem?
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SENT TO Sporting Bet.......
Message: Problem with funds being reduced in my account. Hi, Please could you help, i am having a problem with the funds in my account being reduced every time i log out of a poker room and the sportsbook converts my money back to sterling. I have sent 5 emails to the support@pokerresponse team and after fobbing me off 4 times by trying to tell me the exchange rate has changed, i have finally persuaded them that my account balance is being reduced in sterling. They are now blaming the sportsbook - you! The problem is that every time i log on to the poker room i have less money than i did in dollars the previous time by 2 or 3 cents without playing a single game of poker, because when i log out, the amount being converted back to sterling is reducing by about 1p a time. I presume this is a rounding error in that it's rounding down every time. The amount is petty but the principle is that i don't want to be charged a penny tax each time i logon to poker. The last email i received from the support@pokerresponse team was "We can confirm the funds in question are reducing whilst in your sportsbook account, not in the poker room.You would therefore be required to contact your Sportsbook and enquire about the charge made from your account." Please could you investigate, correct the error and restore my account back to £1, the amount it was on before i had this problem. I am losing patience trying to get through to someone who can help with this problem and am on the verge of closing my account thank you
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THEIR REPLY.......
Dear Mr xxxx,
Thankyou for your email.
Every time you log in and out of the Poker Room, your funds are also transferred in and out of the Poker Room. Your account balance is in ***, however, all transactions in the Poker Room are transacted in USD. Therefore, your funds must be converted each time you log in and out of your poker account and occasionally, the amount comes to more than two decimal places. When this happens, the final amount is rounded up or down to the nearest penny and it appears in your case, the final amount has been rounded down on most occasions.
Therefore, we have credited your account with an extra £1 to compensate for any losses incurred by the currency conversion. We apologise if this has inconvenienced you in any way and this should not occur very often.
If you have any further queries, please do not hesitate to contact us quoting your username.
If we can be of any further assistance please do not hesitate to contact us, and we will be more than happy to help you.
Kind Regards
Customer Care Team
Sportingbet.com
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HE THEN SENT THIS..................
Hi xxxxx
Thank you for your response and thank you for the compensation.
Unfortunately the fund conversion process is not working as you describe it. When you added £1 to my account this gave me £1.94. I have now tested the conversion process by logging in and out of poker 10 times in the past 45 minutes. On ALL 10 occasions, the rounding process deducted 1p from my account so my balance is now £1.84 without placing any money at any poker table. Added to the occasions before i first emailed you, this is now 15 times out of 15. If the process was rounding to the nearest penny it would be adding a penny and deducting a penny on random occasions which would be perfectly acceptable. However it is rounding down, or truncating, on every occasion. Whether it is the final amount or the exchange rate (or both) that is being rounded down obviously i don't know, but there is still a problem in that i am still being deducted 1p each time i log in.
I am not worried about the current balance of my account as you have more than compensated for any losses in the short-term and the amount is petty. However, the problem in the long-term hasn't been sorted (ie i would need to email you for compensation every 100 login/logouts!) and if this situation is occurring with all other users, there is potentially a lot money in sum total being lost.
thanks
---------------------------------------------------------
Now awaiting their response.
Outgoing and replies are in order. Read from the top down.......
From my mate to me........
Wondered if you've ever noticed your account balance being reduced by very small amounts with any of your poker sites?
I've just noticed with sportingbet that when you log in to the poker software the amount you have in dollars is 2 or 3 cents less than it was previously. Log in again and it's gone down again and also the amount in pounds sterling in my account has gone down a penny or two. After 4 emails fobbing me off with rubbish about exchange rate changes the poker support reckon the sportsbook are deducting the money so i've now emailed them.
I'm pretty sure they are rounding down every time when they convert back to sterling instead of rounding to the nearest penny up or down. Therefore you are paying a penny tax every time you logon to poker. Although the amount is petty, not only is it the principle that you're losing money just by logging in when they state no money is lost on conversion, how much money are they making in total from all customers ? I've threatened to close my account and am awaiting a response :-)
Ever noticed or had this problem?
-------------------------------------------------------
SENT TO Sporting Bet.......
Message: Problem with funds being reduced in my account. Hi, Please could you help, i am having a problem with the funds in my account being reduced every time i log out of a poker room and the sportsbook converts my money back to sterling. I have sent 5 emails to the support@pokerresponse team and after fobbing me off 4 times by trying to tell me the exchange rate has changed, i have finally persuaded them that my account balance is being reduced in sterling. They are now blaming the sportsbook - you! The problem is that every time i log on to the poker room i have less money than i did in dollars the previous time by 2 or 3 cents without playing a single game of poker, because when i log out, the amount being converted back to sterling is reducing by about 1p a time. I presume this is a rounding error in that it's rounding down every time. The amount is petty but the principle is that i don't want to be charged a penny tax each time i logon to poker. The last email i received from the support@pokerresponse team was "We can confirm the funds in question are reducing whilst in your sportsbook account, not in the poker room.You would therefore be required to contact your Sportsbook and enquire about the charge made from your account." Please could you investigate, correct the error and restore my account back to £1, the amount it was on before i had this problem. I am losing patience trying to get through to someone who can help with this problem and am on the verge of closing my account thank you
---------------------------------------------------------
THEIR REPLY.......
Dear Mr xxxx,
Thankyou for your email.
Every time you log in and out of the Poker Room, your funds are also transferred in and out of the Poker Room. Your account balance is in ***, however, all transactions in the Poker Room are transacted in USD. Therefore, your funds must be converted each time you log in and out of your poker account and occasionally, the amount comes to more than two decimal places. When this happens, the final amount is rounded up or down to the nearest penny and it appears in your case, the final amount has been rounded down on most occasions.
Therefore, we have credited your account with an extra £1 to compensate for any losses incurred by the currency conversion. We apologise if this has inconvenienced you in any way and this should not occur very often.
If you have any further queries, please do not hesitate to contact us quoting your username.
If we can be of any further assistance please do not hesitate to contact us, and we will be more than happy to help you.
Kind Regards
Customer Care Team
Sportingbet.com
------------------------------------------------------
HE THEN SENT THIS..................
Hi xxxxx
Thank you for your response and thank you for the compensation.
Unfortunately the fund conversion process is not working as you describe it. When you added £1 to my account this gave me £1.94. I have now tested the conversion process by logging in and out of poker 10 times in the past 45 minutes. On ALL 10 occasions, the rounding process deducted 1p from my account so my balance is now £1.84 without placing any money at any poker table. Added to the occasions before i first emailed you, this is now 15 times out of 15. If the process was rounding to the nearest penny it would be adding a penny and deducting a penny on random occasions which would be perfectly acceptable. However it is rounding down, or truncating, on every occasion. Whether it is the final amount or the exchange rate (or both) that is being rounded down obviously i don't know, but there is still a problem in that i am still being deducted 1p each time i log in.
I am not worried about the current balance of my account as you have more than compensated for any losses in the short-term and the amount is petty. However, the problem in the long-term hasn't been sorted (ie i would need to email you for compensation every 100 login/logouts!) and if this situation is occurring with all other users, there is potentially a lot money in sum total being lost.
thanks
---------------------------------------------------------
Now awaiting their response.