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
Comments (8)
Friday, November 28, 2008 - COO
Hi Everyone,
Our technical staff are working around the clock to address the issues you are having with the new software update. I apologize for the delay in response to your e-mails, we have a surge of requests coming in and it will take a bit longer than usual for our staff to get through them all. I assure you that we are here, we are listening, and we are working to fix these problems.
Before contacting our support team, please see if the content below helps solve your issue:
Problem: Everytime I click ok to receive the update it does nothing and now I can’t get on to Ultimatebet.
Solution:
- Close the Upgrade if it has crashed. This may require going into Task Manager (CTRL+ALT+DEL) and ending upgrade.exe process.
- Go to Start > Program Files > Settings > Control Panel > Add Remove Programs (depending on OS).
- Select any and all versions of Ultimate Bet and uninstall.
- Go to the folder Program Files to check for Ultimate Bet folder. If folder is found delete it.
- Go to www.ultimatebet.com
- Download and Install the UB software again.
Problem: I can’t get in without verifying my email (missing validation code).
Solution:
Try logging in now. All UB accounts should no longer have issues with the validation process.
Question: I have to change my screenname? What’s up with that?
Answer:
The CEREUS poker network offers UltimateBet fans many new advantages, including an expanded pool of players, bigger Bad Beat Jackpots, more guarantees and a lot more action at the tables. As a result of the expanded player base, there is some duplication of player nicknames.
Duplicate nicknames can’t exist on the same network, as it would cause a lot of confusion and mistaken identity issues.
We apologize for any inconvenience this may have caused some of you, but keep in mind that picking a new username can work in your favor. If existing players recognize you at the tables and already know your playing style, your new name would make you appear brand new to them at the tables and they won’t know how to react to your moves. This is a significant advantage.
Once you login to your account, you will see a popup window asking you to change your nickname. To check the availability of the new nickname, click the button called “check ID.” Keep in mind that this change is a one-time deal, you will not be able to do it again, once your new nickname has been selected.
If you would like to keep a version of the username that you originally registered, simply add an additional letter, number or underscore. Special characters are not allowed. All nicknames will be in capital letters.
Please write down your new nickname, so if you forget it , you can easily look it up. Remember to keep your account password private, especially when other people may have access to your computer.
Problem: I am having a problem retrieving my password.
Solution:
Please try the Forgot Password process again located at the Login Window. We have made this process simpler and it should work now.
If you are unable to login after following these steps, please contact us at support@ultimatebet.com including the answer to your security question so we can provide further assistance.
Again, we will be working on addressing ALL your concerns around the clock. I know that some of you are unhappy with the changes we’ve made to the game interface. Change – any change – is usually met with resistance and it’s totally understandable. I urge you to give it another shot. I can assure you that the technical problems you are experiencing with the update are temporary. We will not let up until all these issues are resolved.
If you get past the superficial changes and think about the massive benefits this new network has to offer, I think you will fall in love with UB all over again. With so many more players online at one place, think of the massive jackpots, better tourneys, more guaranteed’s, bigger promotions. It’s huge!
I hope that you will stick with us through this time of change and I promise that we will do our absolute best to make sure that you have the most amazing online poker experience.
Tags: Cereus, COO, customer
Comments (3)
