Comming soon A recounting of my FaceupGaming fiasco

Ray, I'm sorry to hear this.

Back when FU was a beta site, I was pleasantly surprised to be pulling down ~ 750/month
over there. It was quite literally too good to be true (though I have an $80 check here
that's kind of dated and maybe 17-20 still hanging on their site).

For me, it all went pretty good .... (their software SUCKS BIGTIME, let's not beat around
the bush there ... it sucks, and despite the fact that everybody tells them so, they
cannot fix it, or they would have done so long ago). I won a lot of stuff, and they
delivered ... not always with total professionalism, but they always payed off,

It wasn't until after they went live that I got hosed. I tried to buy the gold package and
got some sort of obscure error messages (two different tries, two different obscure
messages). I sent the messages to support for translation back in early April ..... we're
almost to August, and I haven't gotten a single response.

I've gotten a ton of those messages that say "expect a response within twenty four hours",
never received even one of those responses.

It never occurred to me to tell other people of my experiences just because all of my
friends on the site had gold memberships, and I was one of few people who were denied
memberships.

As it is, I'm still waiting for a response to my April request. It's been bounced to 3
different departments (as far as I know) and is currently in the hands of the second
"moderator" to hold the job .... but has accomplished nothing in over a month.

I hope you get some satisfaction Ray ... but you know what I REALLY wanted to say in
response ????
---------
Dear Ms Lonnie,

Please send the picture in the red G-Sting with the WHOLE package hanging out. We do have
one larger magnifying glass, but it will not fit into the room unless we dig a new
basement.

OH! AND WITH THE CARDS BEING FLIPPED DOWN LETS VOTE FOR THEM TO CHANGE THEIR NAME TO
FACEDOWN GAMING!!!

NEW RIGGED FORUM!!!!! I VOTE YES!EFF THAT SHIT MAN THREATEN WITH LEGAL SHIT THEN THEY WILL
LISTENT TO YOU GTD!

Submitted for your approval:

A woefully inadequate customer support,highlighted by Teresa,an ESL operator with a
twinkie in one hand & the index finger of her other hand ambitiously mining a booger.

The sum of one man's utter frustration,despite his continuous protestations,at being
referred to as "Ms. Lonnie"....we have just crossed over into....

Curt, i have a dedicated account that i use for the purposes of poker payments/deposits,
it comes with a visa card that is debit orientated but can be used as a credit card as
well. You jut are not allowed to exceed your bank balance. I'm not so much angry about
the money as i am about how i was treated.Thanks for your comment, and for not slamming me
and calling me an idiot.
Tan, i do not intend to renew a subscription with the site and i may check into other
subscription sites like grinders or wpt. Right now I'm not depositing anywhere an i do not
have the hours it takes to grind freerolls on sites like Carbon and such. I am content to
play our Sharks games and other play chip games on PS and Luvin. It has never been about
the money with me cuz I am not good enough to win cash consistently . My ROI teters on
pathetic.

well that was a read... looool good luck with those prob's...can u state any reasons why u
would want to stay there as any member much less Gold....i see plenty of cons.. are there
any pro's...there are some reputable subscription sites'...
personally i think u should take your subscription money and just dep on another site. if
the site bumps usa player's then ur out no more than u were with a subscription
site...well anyways best of luck ray...JT

how are you paying for your subscription? bank card or e-check or something else? If you
are using a Visa card, go to your bank and tell them you were dinged for a subscription
after you cancelled it, tell them you want the charge reversed and you want no further
charges applied to your card.

You have 60 days to dispute a Visa card charge, and when you do, it's up to them to prove
you owe them, and I'd bet in this case they wouldn't bother

Oh and i must convey. I checked my bank account and they have not charged me for the
month of July/Aug

I just got this email . I replied to a promotional email from Faceup and the person sent
me this:


RE: What's New On Face Up Gaming?


To see messages related to this one, group messages by conversation.
7/16/12
Reply ?

Info
To lonnie taylor, David Golosov, Tim Gately
Ms. Taylor,

I apologize for any miscommunication or lack of communication in the past. We are
continuing to work every day to correct any and all problems and are very sorry that you
have been inconvenienced by any of the issues. I would love to see if we might be able to
come to a more satisfactory resolution. I have included our moderator and support manager
on this e-mail so that our team is aware of or conversation. Please feel free to contact
me back with the issue or e-mail our moderator directly at mod@faceupgaming.com
Again, we are truly sorry for any inconvenience and we thank you so much for your
understanding and patience.
Regards,

Shalee Wiley
Assitant Affiliate Director
Face Up Gaming
shalee@faceupgaming.com
407) 780-1132
www.faceupgaming.com


What is with the Ms?!!! Thats twice now! do i need to send them the pic of me in my red G
string with half of my package hanging out?

The comment box wont hold my "mini series" so the entries are jumbled and duplicated
sorry. So now it is the 16th and i am going to check to see if they billed me again. If
they did i will just close the account. Now it is time to do some research on the shady
operation side of this site. I have already uncovered some tastey tidbits.

Teresa: Hello. How may I assist you?

Lonnie: It's me again teresa

Lonnie: stillhave not heard a word

Teresa: Hello Lonnie

Lonnie: any thoghts?

Teresa: Please hold one moment, Thank you

Teresa: Could you please check your spam folder?

Lonnie: i do everyday

Lonnie: they are not sending me anything

Teresa: Unfortunately I am just support.

Lonnie: all i have gotten are the emails they send to all members

Lonnie: do you confer with Admin?

Teresa: In the right upper corner of the screen. Please follow this page and you can see
it http://www.faceupgaming.com/

Teresa: Oh. This was not for you

Teresa: Plrase send your request to support@faceupgamong.com.

Lonnie: teresa that is where i have sent all my emails

Lonnie: i just had a thought

Lonnie: i dont know.....im am so disappointed and frustrated with the iste now

Lonnie: ihave brought many MANY to the site over the past 7 months.

Lonnie: now i feel i have just been tossed in to the abyss

Lonnie: My SharksClan forum actually has or is negotiating an affiliation with the site

Lonnie: now i must as a Council member go to my Forum and write a thread about my less
than stellar experiences here

Teresa: Lonnie, I will try now to contact our department to help you

Lonnie: Our Forum is 1,000's strong. I was hoping to make Faceup our poker home

Lonnie: have you not tried to contact your department aLREADY FOR ME?

Lonnie: opps damn caps lock

Teresa: Yes I contacted them.

Lonnie: are they ignoring you also?

Teresa: Maybe they are trying to solve your question

Lonnie: It's not that hard cmon

Teresa: Lonnie M XXXX6659 USD 24.95 16-Jun-2012 00:40:35 USD 24.95 As you can see, it was
15th of June. And you've asked us to refund you on 17th June. As following, we won't
refund your money, because there are no mistake on our side. Thank you.

Lonnie: i mean my request is not that hard ... the problems evidently are ( the glitches)
or else they need to fire their techs and hire some more competent or more skilled ones

Lonnie: ok hold on a moment...i must go to my sent mails for u.

Teresa: Yes. Please

Lonnie: here is one of the first..

Lonnie: ---------------Original Message--------------- From: lonnie taylor <
sabermantaylor@msn.com > Subject: RE: When you were offline (via LivePerson)
(LTK494045145132X) I saved the mail below in my drafts to give the site more time to fix
the glitches that are so frustrating.I hoped i wouldnt have to send it. I figured out if i
went to Full Screen i could avoid the freeze and other glitches most of the time. Today
playing in a game the turn card froze face down and remained for several hands till i got
pissed and just shoved to get out of the game. When the current month i have paid a
subscription for ends, on the 17th, downgrade me to guest status. E-mail me when you get
the software issues all ironed out, and i will again subscribe. I had a good chance to
cash in, or win the $200 tonight were it not for the software auto sitting me out, auto
folding me, not showing me the flop till i made a betting action, or not showing me my
hole cards till i made a betting action. These problems with the software crop up every
night , sometimes to a lesser extent sometimes to a greater extent including being booted
off the site completely. For $24.95 a month that is unacceptable . When your techs get al
the glitches ironed out i would be compelled to re-subscribe, as i like the site and the
people.....just not the problems.

Lonnie: I am thinking you have these e-mails already but here is the response i got for
that one..

Lonnie: and my response to the response

Lonnie: From: lonnie taylor < sabermantaylor@msn.com > Subject: RE: When you were offline
(via LivePerson) (LTK494045145132X) Downgrade me , I am 100% sure. Please do not bill me
for another month. ------------------------------------------------------------
-------------------- From: support@faceupgaming.com

LAST PART

July 14th

Hello Lonnie Taylor,

Thank you for contacting us.

We need an email the day the user wants to cancel. We can't set this up to cancel at a
future date.

Please feel free to contact us if you have any additional questions.


Sincerely,

Teresa

And my reply ( I'm getting a little testy):

Your policies are not self explanetory. And you do not expostulate on their structure or
give additional information or requirements. What i want now is to be reinstated to Gold
with a credit for one months payment. You can apply the credit in the 2nd month if you
wish, and I'll pay the first months payment. Evidently your software problems are enormous
and complicated. I have upgraded to the latest flash player, and still experienced
glitches of the same type. I do not know what else i can do on my end. Hopefully we can
get this all straightened out as i have brought a bunch of friends and Clan mates to the
site, and have started threads in my various forums on my less than stellar experiences
here with the glitches. support and Admin. Starting with my great fun and success in the
prior 7 months to your grand opening, and the continual downslide of the site and
services. Please give this a happy ending.
Thank you Lonnie Taylor

And they get testy! anonomously mind you

Lonnie it simply doesn't make sense to continue this relationship as you are already
degrading the service in open forum. We will make sure to send you an email the moment our
increasingly degrading software looks to meet your standards.

Great luck to you,
Support

Actually i had not said anything but made an anouncement that i would be chronicaling my
experiences

Here is the anti-climatic end of my relationship with FaceUpGaming

Are you serious?! This is the response i get?!
Honestly this response blows me away.

You know...... you people are unreachable...i opened 2 threads on 2 forums announcing my
intention to post my interaction with Faceup support and Admin and my experiences at the
tables. I have not yet posted any degrading informations as i had hoped i could instead
post an amicable happy ending. I see now you are not, and never were, interested in
addressing ,attempting to come to a conclusion, or work to solve my issues.Do not bother
sending me any announcement that you have corrected any problematic software or that you
are working steadfastly in that direction. I have been nothing but polite (despite
getting angrier the more i was ignored ) And i see no reason to be less than polite and
above board now. I am going to post actual email correspondence ( and the lack thereof on
your part) actual live chat, and how pointless it seemed to be. I have 6 forums that i am
a member of, and i am going to post it all, from the beginning. the 7 months pre-live of
fun and great experiences (with just a couple of hiccups) to the four months of ummm not
so much fun and experiences. Ending with this rousing e-mail i just got.
win some lose some

thats poker........

Now i am going to confer with others who have indicated to me that there has been fraud,
cheating and account abuse by the site its players and/or its employees

So now it evolves from seeing when irritating glitches will be fixed to fighting for my
money...tsk tsk Now it's principle cuz i really don't care about the 1 months cash
Here it is the 24th of June...the above email generated this response:

Dear lonnie taylor,

Thank you for contacting us!
We have received your inquiry and are assigning it to a representative. You can expect to
receive a response from us within one business day. (My next action..Live Chat!)

When you were offline (via LivePerson)

Ticket# LTK494045970489X) response says they will get back to me within 1 business day...
its been 5. I suppose i will just be ignored. ( to which i get a response via e-mail on
the 1st of July )

Dear Mr. Taylor,

Thank you for contacting us.
Would you please clarify your request?
Please feel free to contact us if you have any additional questions.

Sincerely,
Teresa
(Ok she is not one i have communicated with as yet..i'll give her that)

July 7th..
Dear lonnie t,

Thank you for contacting us!

We have received your inquiry and are assigning it to a representative. You can expect to
receive a response from us within one business day.

To help track your inquiry we have generated a reference number. Your ticket code is
LTK494045970489X. Please use this code in any further communication.

====== Your Inquiry ======
LTK494045970489X
It's now been almost 2 weeks since i got this acknowledgement and i have yet to hear from
a representitive. As i stated i do not want a refund for the June payment. I do expect
when the glitches are fixed and i go Gold again that my June payment will be credited
towards my 1st month
(Now it is around the 9th i believe and i get teresa live at the site)

Please wait for a site operator to respond.

You are now chatting with 'Teresa'

Your Issue ID for this chat is LTK53306267229X

Teresa: Hello. How may I assist you?

Lonnie: It's me again teresa

Lonnie: stillhave not heard a word

Teresa: Hello Lonnie

Lonnie: any thoghts?

Teresa: Please hold one moment, Thank you

Teresa: Could you please check your spam folder?

Lonnie: i do everyday

Lonnie: they are not sending me anything

Teresa: Unfortunately I am just support.

Lonnie: all i have gotten are the emails they send to all members

Lonnie: do you confer with Admin?

Teresa: In the right upper corner of the screen. Please follow this page and you can see
it http://www.faceupgaming.com/

Teresa: Oh. This was not for you

Teresa: Plrase send your request to support@faceupgamong.com.

Lonnie: teresa that is where i have sent all my emails

Lonnie: i just had a thought

Lonnie: i dont know.....im am so disappointed and frustrated with the iste now

Lonnie: ihave brought many MANY to the site over the past 7 months.

Lonnie: now i feel i have just been tossed in to the abyss

Lonnie: My SharksClan forum actually has or is negotiating an affiliation with the site

Lonnie: now i must as a Council member go to my Forum and write a thread about my less
than stellar experiences here

Teresa: Lonnie, I will try now to contact our department to help you

Lonnie: Our Forum is 1,000's strong. I was hoping to make Faceup our poker home

Lonnie: have you not tried to contact your department aLREADY FOR ME?

Lonnie: opps damn caps lock

Teresa: Yes I contacted them.

Lonnie: are they ignoring you also?

Teresa: Maybe they are trying to solve your question

Lonnie: It's not that hard cmon

Teresa: Lonnie M XXXX6659 USD 24.95 16-Jun-2012 00:40:35 USD 24.95 As you can see, it was
15th of June. And you've asked us to refund you on 17th June. As following, we won't
refund your money, because there are no mistake on our side. Thank you.

Lonnie: i mean my request is not that hard ... the problems evidently are ( the glitches)
or else they need to fire their techs and hire some more competent or more skilled ones

Lonnie: ok hold on a moment...i must g

PART 3
( I hope im not boring everyone to tears here, i know it is a long read but in fairnes i
want to include all applicable documents.)

I will now just post correspondence and add comments to hurry this along....
as continued....

Date: Sun, 17 Jun 2012 11:08:25 -0400

Reference number: LTK494045145132X Please use this ticket number in any correspondence
with us.
Subject: When you were offline (via LivePerson)
Dear Ms. Taylor,
Thank you for contacting us.
Downgrade you right now? Just making sure.
Please feel free to contact us if you have any additional questions.
Sincerely,
Jake


Date: Sun, 17 Jun 2012 11:08:25 -0400
To support@faceupgaming.com

Yes downgrade me now... and BTW i am a Mr. (support never visits profile?) ( I failed
here , I should have asked about my billing cycle, even tho i specifically stated b4
about "current billing cycle "...)


Interim here , now it is the 20th and i get a yahoo message from the guy whose code i
used to sign up for Faceup, telling me he received payment on my account, meaning that
they had billed me for the month anyway. A little conversation ensues and he says he will
speak to Admin and get it straightened out. I logged into live chat with Jake and at the
end of our conversation he told me it was a mistake and they would credit my bank account.
I asked what the time frame would be and he told me 48 hrs.
Ok kool...things happen you know.... problem solved .

Next comes da ta dum dum! ... e-mail from support..

Subject: Charge
Date: Fri, 22 Jun 2012 17:26:52 +0000
Dear Mr. Taylor,
Here is the information about the charge that have been made:
4445428213
Settled Successfully
15-Jun-2012 07:08:15
Taylor, Lonnie
M
XXXX6659
USD 24.95
16-Jun-2012 00:40:35
USD 24.95
As you can see, it was 15th of June. And you've asked us to refund you on 17th June. As
following, we won't refund your money, because there are no mistake on our side.

Thank you,
Support
(Well the 17th is the day i requested to be downgraded not knowing i had already been
billed, cuz it dont show on my statement till the 18th) is support on drugs!? and i had
not requested a refund yet, because i didnt get that eye-opener till the 22nd...

so Ticked off at their seemingly incompetentce to read and understand facts i fire off
this email:

lonnie t


To support@faceupgaming.com
Date: Sun, 24 Jun 2012
Very good, although i do not concur with your facts as you have made a mistake of sorts.
Very good, although i do not concur with your facts as you have made a mistake of sorts.

1. I took the date shown on my last bank statement ,(the 18th )as the billing date
2. You made no effort to correct me and inform me that the biling cycle began on the 14th
3. This is the specific statement of request i made in my email to support...."When the
current month i have paid a subscription for ends, on the 17th, downgrade me to guest
status. Downgrade me , I am 100% sure. Please do not bill me for another month."
4. I sent the email on the 17th requesting to be downgraded, not knowing i had already
been charged for the month of June.
5. I did not ask for a refund on the 17th as i only found i had been charged on the
20th.
6. So since June is the CURRENT month i have paid a subscription fee, you should have
informed me the billing cycle ends the 14th and i could have corrected my date of
downgrade. I fail to see any ambiguity in what i requested.
7. I do not want a refund for June, but since i've been billed Gold i think i shoud be
able to play Gold until the 13th of July.
8. This is actually kind of funny that the glitches are not just limited to the software
of the site but extend to the admin......
(and i still hold out hope....)

After all this, i have to say i really Do like the site, and am ready to play full
subcription once the irritating continual glitches are fixed.

Thank you.
Lonnie Taylor

Gl Pam with that! I left 25 on there when i elected to go back to guest status and a
billion points. This site makes up their rules as they go , and then they selectively
enforce or ignore as they choose...kinda like our immaculated one in the big house...They
really act like they can't be bothered by the members they dont idolize, or they put you
in contact with someone who has no clue or authority to push any button.

Frustrastion on Faceup is the nicest way to say it at this point. They never return emails
- only on rare occasions and then don't really respond to your questions.

I have had several technical issues with the site - did everything they said - no answers
from support at all.

Then I suspected some "shifty" behavior and response I got - where are you getting
information from?

I won't make the person look bad who brought this site to Railbirds - but the rules state
that no employee is eligible for prizes. In fact - at least one - and possibility of more
- have won prizes and cash while employed with the site. They - of course denied it.

Last thing Im going to mention - verbal abuse in their chat took place on someone - this
was reported - even copy of chat was sent to admin - and they ignored it. There is another
site that promised they would bring all their members to Faceup - so Faceup has let them
run wild and do anything they want. Note - they have a chat abuse policy. Only people that
have gotten banned are those that have exposed what is going on there.

I am discontinuing my membership and hopefully get paid the $107 they owe me before my
subscription ends.

stay tuned for tonights entries

I'm not sure what joker has to do with the site anymore, i suppose he has been instructed
to stay clear of me tho as he has not returned any of my correspondence to him as of
late. Hell i could'nt get him to respond at the PS tables lately but then he is always
multitasking or some other thing so maybe i will hear from him. At this point i'd rather
for his sake he stay out of it.

isnt Joker our man on faceup..??... i think i remember somethin bout him sayin he was
workin for 'em or some such...but i may have got it wrong....but i'd doubt he'd be able to
help ya...maybe tho...ya never know ...

sounds like one of 2 things to me ray.... either its a set of honest glitches...quite
possible....or the site's as dodgy as a ninety dollar bill....



either way i think yer wise to get out for the moment.... i wouldnt rely on them not
billing me tho if i were in your shoes...tho i would hope they would...nope.....i would be
in touch with my bank, and make sure the payments stop forthwith....

glad ya got some cash out of the site tho....wp....
glgl with it..:)

I would be pizzed off to Lonnie. Smart move to get out till they get the glitchs out of
the software..