Subject: RANDOM PKR CHAT FEEDBACK..
From: Kenneth Obeso <[email-masked]>
To: philippines <[email-masked]>
Date: Sun, 3 Jun 2012 18:24:36 +0530 (IST)

Hi Team, 

Good Day! 

I have checked some of your chat transcripts and you keep on repeating same mistakes. Please do rectify all of it. Please check below chat transcript. 

[15:55:37]daniel barrett: hi i got a groupon deal to play on your website i have tryed to fill in my details but the problem is it wont accept a password no matter what i put in is there anything you can suggest please 
[15:56:01]Agent: Your password must have from 6 - 18 characters and it must also contain a number. 
[15:56:10]Agent: example: password03846 
[15:57:42]daniel barrett: yes i have tryed everything like that and still it is not accepting anything as soon as i put 1 letter into the box it goes red and says password no good 

Some of you are still recapitulating this small mistake. Even if it's small, it is not acceptable as this is a very basic information that all of us should know. Let me reiterate, Player's password must consist of between 6 and 18 characters (upper or lower case) and at least a one number or a symbol, whitespace characters are not allowed. However, if you try to register a new account, having no capital letters on password appears to be weak. So as an operator, you should recommend a strong format of a password. To make it short and simple, please do include at least 1 or 2 capital letters when you give an example of a password to all players having problem with it. 

Another thing, If account has been suspended and reason is account being linked to another account. Please do not say, "Your account has been suspended as it is linked to other account". Instead of using this statement, you can tell player that he's account has been suspended due to random security check. If account is linked to another account, it is not still sure that both accounts are duplicate so it is better not to say this information to the players. Same goes for banned after registration, use the term random security check rather than saying "Your account has been banned after registration". It doesn't sound good. 

For technical issues, if customer is having problem running the game (For example D3D error and etc..) please do not forget to recommend them to use our 2d version of the game (PKR lite). This way, player can still enjoy playing in our tables and player will not go to other poker site and will still have the reason to keep on using their account with us. You can use the canned response "Try 2D version". 

Also, please try to be more attentive in all of your chats and make sure to quickly respond to all players' query to lessen Chat Response Time offenses.. I also want to remind everyone to be active in checking all your audits. This is also to help you ameliorate you all in handling your chats. 

Thanks, 

Kenneth