Wednesday, March 4, 2009 - Mia
This week we have another VIP Host under the microscope: Mark!
Mark, as many of you may not know, is a fairly new addition to the VIP Host Team. It seems like he started just yesterday but he has shown to be one of the best assets of our crew.
Since day one Mark has shown a motivated and active spirit. While most of us when we became VIP Hosts tried to stay away from the phones until we gain a bit more of experience, Mark jumped head first and took a perfect dive. That attitude gained him a place next to some of the most respected hosts working in the Customer Relationships team.
Mark is always happy and willing to help and I take advantage of that to bug him all the time with extra tasks! Since I work during the night I have him call all my Auction customers from which I need info. This happy and relaxed attitude makes Mark one of my favorite hosts around, ‘cause you know you can count on him to carry on with a project.
On a more personal note, you might not know that Mark is studying medicine, so hopefully we’ll have a good doctor soon to take care of us! Cristina says he has a great smile, so even though he is a bit shy at first, he can sweep you off your feet with his sweet smile! And as a shallow detail, Mark always wears white sneakers and he seems to have a fixation about them!
Well, we can add one more VIP Host to the list! You know I’m all ears so let me know any questions you might have about your favorite hosts or who the next one under the microscope should be.
Tags: Customer Service, host, loyalty, players, RAI$E, VIP
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Tuesday, February 24, 2009 - Customer Service
Address mismatch
If when trying to request a payout you notice that the address on your profile does not match the information displayed in the cashier, please remember that you can always update it clicking on “My Account” and then on “Update Profile”. But you will also need to send to payments@ultimatebet.com :
1. A copy of the utility bill with your current address
2. A photo ID
However, there is another option, you may contact the Deposit Center by phone or through Live Chat and by going through some security verification an agent will be able to update the information for you. But keep in mind that through any method there is a 12 hour time frame for the update to be completed.
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Security Tip for the Week: Documentation Required.
The Company reserves the right to conduct a security review at any time. To facilitate these security checks, you agree to provide such identification or other information or documentation as the Company, in its unfettered discretion, deems necessary.
Please note that we request you to send us documents for the following reasons:
a. To maintain a high level of security.
b. To validate your identity.
c. To verify your financial transactions.
d. To confirm that the credit card(s) and the transactions made are legit.
All we need is to confirm your personal information and match this data with the information that you have in your Ultimate Bet profile. This is a standard procedure that every customer needs to fulfill and for that reason we posted this requirement on our main site:
http://www.ultimatebet.com/user-agreement
It is important to mention that any information and documentation we receive from players is kept in strict confidence. The Ultimate Bet player list is for our use only and will never be shared, exchanged or sold to any organization. Click here to review our Confidentiality & Privacy statement.
No personal data is ever transferred to other players nor detailed information is distributed to employees without the appropriate Security clearing.
All customer information is stored in secure databases in a state-of-the-art facility and no information is shared.
Earning and keeping players’ trust is essential to UltimateBet.com’s success. Therefore, protecting the security and privacy of players, as well as ensuring the integrity of games, are driving forces for UltimateBet.com’s daily operations and corporate ethics.
This policy was created to help you understand how we collect, use, and protect the personal information that you provide us. This is also to guide you in making informed decisions when using our products and services. We will frequently refer to and assess this agreement to take into consideration new technologies, business practices and your needs as a player at Ultimate Bet.
Please be aware that Ultimate Bet is licensed by the Kahnawake Gaming Commission.
The Kahnawake Gaming Commission, established on 10th June 1996 pursuant to the provisions of the Kahnawake Gaming Law, MCR No. 26 / 1996-97.
The Commission is empowered to regulate and control gaming and gaming related activities conducted within and from the Mohawk Territory of Kahnawake in accordance with the highest principles of honesty and integrity.
To certify your Ultimate Bet account we will request for you to send your name, player’s nickname, or the email address registered in your user profile and necessary documentation requested from our Security Department. These documents can be sent to our fax at 1.866.306.3384 or as a scanned image to Security@UltimateBet.com. For security reasons, remove the CV2 Code Number from the copy of the back of your credit card. We do not need this sensitive information.
If you require further assistance, you may call to our toll free number 1.877.887.6537; our Security Team is available 24 hours a day, 7 days a week.
Tags: address mismatch, Customer Service, security tip
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Monday, February 23, 2009 - Customer Service
Your account balance (”Account Balance”) is the amount of real money deposited to your Account to access the Real Money Games, plus or minus any accrued winnings or losses from playing the Games, less any amounts previously cashed out by you or amounts forfeited or reclaimed by Company. You may request to withdraw any or all of your Account Balance at any time after 48 hours from your last deposit and there is no requirement to play the Games in order for you to make such request. You must first make a minimum deposit in order to be eligible to make a withdrawal from your account All amounts cashed out are subject to the transaction limits and processing fees as set forth at Ultimate Bet and may change from time to time in Company’s sole discretion. Further, the Company may report and withhold any amount from winnings as required by law, and in any event, all federal, state and local taxes due in connection with any winnings awarded to you are your sole liability. In no event may Account Balances be transferred, substituted or redeemed for any other prize. Payment of funds cashed out shall be made by check, wire, credit card and/or any other manner which Company selects in its sole discretion. We take great pride in providing a safe and secure site. Please note that this is a one-time security measure. Once your documents are on file, you will not be asked to send them again regardless of transactional volume.
You can continue playing as usual. However, we are temporarily suspending your ability to withdraw funds until you certify your account by sending us the documents outlined below. This helps protect your account from fraudulent and unwanted activity. Once you have completed the certification process, you will regain full access to your transactions and will not be required to certify the account again.
Please take the time to certify your Ultimate Bet account by sending the following documents:
1. A scanned image of the front side of your driver`s license or Government issued ID.
2. A scanned image of a recent utility bill to confirm your billing address.
3. A scanned image of the front/back of your credit card and top portion of your monthly statement that shows your name and address (if applicable). For security reasons, remove the CV2 Code Number from the copy of the back of your credit card. We do not need this sensitive information. We only need to confirm personal and financial information to certify your Ultimate Bet account.
You can either email scanned images of these documents to Security@UltimateBet.com or fax them toll-free to 1-866-306-3384. Please remember to include your name, player nickname, and the email address registered in your Ultimate Bet user profile.
Important note when emailing the scanned images: please make sure that the total size of the files being sent do not exceed 1 mb, or else, we will not be able to receive this email from you. We recommend that each individual scan does not exceed 180 kb.
Payments will be made as promptly as possible, subject to any reasonable necessary security reviews by Company.
Tags: Customer Service, payout security, payouts, security documents, ultimate bet account
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Wednesday, February 11, 2009 - Customer Service
Security tip for this week:
Why do you need a password?
Passwords are a common form of authentication and are often the only barrier between a user and your personal information. There are several programs others can use to help guess or “crack” passwords, but by choosing good passwords and keeping them confidential, you can make it more difficult for an unauthorized person to access your information.
How do you choose a good password?
Here is a review of tactics to use when choosing a password:
Don’t use passwords that are based on personal information that can be easily accessed or guessed
Don’t use words that can be found in any dictionary of any language
Develop a mnemonic for remembering complex passwords
Use both lowercase and capital letters
Use a combination of letters, numbers, and special characters
Use different passwords on different systems
Don’t assume that now that you’ve developed a strong password you should use it for every system or program you log into. If an attacker does guess it, he would have access to all of your accounts. You should use these techniques to develop unique passwords for each of your accounts.
How can you protect your password?
Now that you’ve chosen a password that’s difficult to guess, you have to make sure not to leave it someplace for people to find. Writing it down and leaving it in your desk, next to your computer, or, worse, taped to your computer, is just making it easy for someone who has physical access to your office. Don’t tell anyone your passwords, and watch for attackers trying to trick you through phone calls or email messages requesting that you reveal your passwords.
If your Internet service provider (ISP) offers choices of authentication systems, look for ones that use Kerberos, challenge/response, or public key encryption rather than simple passwords. Consider challenging service providers who only use passwords to adopt more secure methods.
Also, many programs offer the option of “remembering” your password, but these programs have varying degrees of security protecting that information. Some programs, such as email clients, store the information in clear text in a file on your computer. This means that anyone with access to your computer can discover all of your passwords and can gain access to your information. For this reason, always remember to log out when you are using a public computer (at the library, an Internet cafe, or even a shared computer at your office).
There’s no guarantee that these techniques will prevent an attacker from learning your password, but they will make it more difficult.
Tags: Customer Service, online poker password, Security
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Tuesday, February 10, 2009 - Customer Service
Why tournaments are in red, green, gold, purple, orange and black?
Colors are used in the lobby to distinguish between tournament types. Tournaments have standard colors in order to provide all players with a uniform experience, these colors cannot be customized.
· Guaranteed Tournaments are red.
· Qualifiers to other events are green.
· Credit or Free tournaments are gold.
· Private Tournaments are purple.
· Non-Holdem type tournaments are orange
· All other tournament types are black.
Also, colors can be used to choose the types of tournaments that you would like to play.
Please visit the following link to review this information; http://www.ultimatebet.com/cereus-faq/
Feel free to send us any question or suggestion that you may have to support@ultimatebet.com
Tags: Customer Service, online poker tournaments, poker tournaments, tournament colours, tournaments
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Wednesday, February 4, 2009 - Maggie
If you’re looking for three words that cause controversy, you may want to stutter “Bad Beat Jackpot”. Believe me, there is no other promotion as controversial as this one. From my own experience, whenever that awesome pop-up has hit my screen announcing a new winner, the phones have gone off the hook. Suddenly, all players ask why they did not receive a share of the Bad Beat Jackpot… It’s total chaos.
Well, we really want to simplify things for you. Currently, there are too many requirements that need to be fulfilled in order for a player to receive a share of the Bad Beat Jackpot. We definitely want to get rid of some of them ’cause we hate to disappoint you when we explain why you did not qualify for some cash. That’s why we are turning the table: now, you only need to have actively played in one hand which collected Jackpot rake in order to get your share! You read correctly: if you are playing a hand and you have contributed to the Jackpot, you will get your part! (provided you qualify based on the requirements) For the full rundown on how the Bad Beat Jackpot works, the rules, requirements, terms and conditions, follow this link!
So, we’re making it even easier for you to take advantage of this great promotion that has awarded more than $30 million! At Ultimate Bet we care about you and everything we do is intended to make you happy. We really hope this decision will.
Now, all you need to do is jump to a table and check why getting beat has never felt any better.
Tags: Bad Beat Jackpot, badbeatjackpot, Customer Service, Jackpot, players, Promotions, RAI$E, suggestions, VIP
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Wednesday, January 28, 2009 - Sydney
People come and go, in and out of our lives on daily basis but on rare occasions there are some that leave a mark on you, this is the case of Josh (VIP Host).
I’ve been on service with Ultimate Bet for a couple of years now and I still remember when Josh walked in with the new crew, fresh on poker but always willing to learn. Not long after he managed to exceed all expectations, proving his amazing ability to learn and that he just has a way with words that many of us wish we could have.
Ever since those early days we have all worked side by side with him and had the opportunity to be astonished by his superb writing skills and watch him grow. Sorry to say, Josh will no longer be a direct Host but you all as customers and players of Ultimate Bet will enjoy the benefits of his A+ work, since he will still be around giving as always his best to make this site your favorite place to play online poker in.
I am sure Josh and his unique writing style will be missed around this blog, but there is still more to be seen from this great Host and person. Good luck in your new role at the Ultimate Bet community.
Adieu, nous vous verrons bientôt mon ami…
Tags: customer relations, Customer Service, Rai$e VIP Team, VIP, vip host josh
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Wednesday, January 21, 2009 - Mia
After spending almost a week trying to figure out who my next “victim” would be I decided to do a random selection! So today while I was in the office I waited for my phone to ring and asked the customer who his favorite VIP Host was; thus, here we have this week’s lucky winner: Victor!
I know that many, and I mean many, of you have spoken over the phone with Victor. His phone calls usually take no less than 30 minutes and he focuses by placing his chair in front of the window and watching the view while resolving issues and bonding with you guys. Victor is an extremely passionate VIP Host and you can count on him to resolve anything that comes his way!
He is also in charge of all the outbound contacts we have with you guys. Since he has always been very straight forward in his calls and is always following up on cases a team was created around him so that others could do the same. So anytime that we give you a call to congratulate you for placing on an event or to ask how it went on a promotion, Victor is the one behind the calls.
Victor and I are always planning VIP parties for the Hosts, cause you know we work very hard here and we need to chill sometimes and just have fun! So I do the cooking and Victor lends the house and we play poker and have some drinks. Actually the next one we are planning is a big one for next week so if you are in the neighborhood feel free to drop by!
Tags: customer relations, Customer Service, poker promotions, Rai$e VIP Team, ub call center, ub customer, vip host, vip host Victor
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Tuesday, January 20, 2009 - Customer Service
Please note that we take deposits from thousands of customers every day; therefore, we use different credit card processors and they use different descriptors as well. The descriptor is how the transactions you made appeared on your credit card statement. We understand that you may not recognize the descriptions and that you are not completely sure if it was a deposit/purchase you made at Ultimate Bet using your credit card. In the future, if you have any questions or doubts regarding charges you don’t recognize, we recommend you to contact us by calling to our toll free number 1.877.887.6537 or sending an email to Security@UltimateBet.com and we will let you know if it is a charge from us or not. We always strive to do everything possible in order to ensure that you have a great time playing poker with us and that your experience with Ultimate Bet is superior.
Cheers
Ultimate Bet Customer Service
Tags: Customer Service, online security, Security
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Tuesday, January 6, 2009 - Customer Service
If you submitted a payout request, but you would like to cancel it, please follow these steps:
1. Access Cashier > My account > Payout
2. You will see a link that indicates: “# Pending Payouts: Review/Cancel”
At this point you will be able to check your pending requests and cancel them. But if the status of the payout changes from pending, we recommend you to contact us directly at payments@ultimatebet.com.
Tags: cashier, customer, Customer Service, online statements, payments@ultimatebet.com, payout cancellation, payout request, pending payouts
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