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I had this happen on more than one occasion..maybe 8 or 9 times a month..As you said, its only on big hands. I emailed support about it 3 times and have never gotten a response. I eventually emailed them asking if it was their policy to ignore customer emails..They finally emailed me back telling me they may not have gotten my emails (Even though they never had a problem getting them before) and they apologized for the inconvenience..I emailed them back a 4th time and never got an answer so I gave up! I havent played the site for nearly a month because of the issue
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I spent about 11 months trying to get them to resolve a issue I had with them.
After a couple emails, they just started ignoring me.
FINALLY, about a year after my first email I got a REAL RESPONCE. (but it wasnt from customer support)
I will provide the email that got me a next day responce with a real answer.
Email this guy
winningdvd@fulltiltpoker.com
and tell him to make sure your problem gets a personal (not a form generated) answer.
Worked for me, hopefully it will work for you.