The document outlines procedures for customer service representatives (CSRs) to follow when responding to "bad beat" emails from players. It includes: 1. Determining if an email qualifies as a bad beat email based on criteria provided. 2. Sending an initial response template to the player and notating their account. 3. Providing customized responses that address the player's concerns depending on the type and complexity of the bad beat email. 4. Escalating to more experienced CSRs if further responses are needed from the player. 5. Notating the player's account after each response and indicating the matter is closed if they continue to email about bad beats.

1. Bad Beat Email Procedure
The first thing a CSR has to do before even addressing the bad beat email is determine whether or not it is
actually a bad beat email.
The criteria include, but are not limited to the following:
• Hands that are statistically a favourite to win, but the player perceives that it always loses.
• Players who whine about how they never win.
• Players asking about why another player always wins.
• Players who believe that our site deliberately sets up the deck so that worse players win more than
better players.
• Players complaining that our shuffle is not random, that our shuffle is “rigged.”
• Players who would like to understand how our RNG works.
The last two criteria do not necessarily count as a bad beat, but fall in the same category. If you have
difficulty determining whether or not the email is classified as a “bad beat” email, please ask a fellow
collusion CSR or a supervisor for help.
1.
a. Once you have determined that the email is a bad beat related email, please send out an initial
response template <poker.bb.initial> to the player. The email should read
Thank you for your email to Full Tilt Poker
We have forwarded your email to our poker team. They will be happy to address your
concern and will do so as soon as possible.
If you have any further questions, please let us know.
Thank you for playing on Full Tilt Poker
b. Create a Follow-Up email. Route this Follow-Up email to the Poker-Collusion Queue.
c. Notate the Player’s account with <BB.Initial>. The admin template should read:
BB: Initial Response template has been sent out to player.
**** The following procedures should only be completed by a poker certified CSR. ****
2.
a. There are a few important things to understand here before sending out a response.
The first thing is that it is really important to customize your response. You can use templates, but
be sure to modify them so that there is a personal touch to it and that the player knows you actually did read
their email as oppose to just sending them a generic template. Don’t forget team, we are essentially a
casino and it is important that we try to keep our players happy. There will be some special treatment given
here. A player who has over 50,000 FTPs will and should get more attention from us than a player who
only has 50 FTPs. The more the player plays with us, the more attention we are going to give to them.
Remember it’s about high quality customer service.

2. Secondly, there are generally two types of bad beat emails. The first type of bad beat email are
sent from players who are just upset that they lost and want a venue for expressing their outlet. Their
emails often have profanity and are filled with emotional flames. You don’t need to spend a lot of time or
effort on this particular of bad beat email. Address them quickly, but politely.
Then there are the types of bad beat emails that are written to us with Sklansky knowledge and
require a more in depth response and explanation. These emails require more than just a simple “better
luck next time” reply. Try to answer these with a more educated reply if you can. If you can’t, don’t
answer it.
There is also no need to write an essay for bad beat emails. Usually 2-3 short paragraphs will
suffice. Please do not use any sarcasm in your responses either. I know it’s hard to resist sometimes, but
the emails sent out must be conveyed with a friendly and understanding tone.
b. Notate the Player’s account with <Admin Template BB.1st>. The admin template should
read:
BB: 1st Response has been sent out to player.
3. If the player emails us again:
a. And is unsatisfied with their answer, or is still quite emotional and adamant about their
concern, then please forward the following to Shu, Justin, Tom or James Ma via Squirrel
Mail:
i. The Kana Case Number:
ii. The player’s username ID:
iii. A subject heading: BB Email 2nd response required.
We will address the concern for him and then most likely tell him that the discussion is
no longer open.
b. And is looking for you to elaborate further or wishes to engage is a more meaningful
discussion, then you can do so but remember not to write too much and try to make it as
much a closed conversation as possible. Tell them where they can go (online forums and
resources) to help themselves out.
c. This 3rd step is pretty much where we will draw the final response to the player. Any
response you send out should indicate that you understand why they feel the way they do
and that the matter is closed. If the player emails us again after that with more bad beat
emails, please respond with a closed answer. Inform them again that the matter is closed.
Please do not NO ANSWER the player unless it is clearly obvious from their email that
the player wishes to “get the last word.”
d. Notate the Player’s account with <BB.2nd>. The admin template should read:
BB: 2nd and final response template has been sent out to player. Any further
BB emails are to be closed answered.
There will be a text file on s:CollusionTeamBad Beat Templates. We will be compiling a list of bad beats
and adding them to this text file for you to draw on. Please contribute to this list by posting your templates
and customized responses to the Collusion forum. Be sure to include the original email that the player
sends to Support.