I have been a member of Poker.com since Dec. of last year. Till recently I haven't had a problem with the site until I lost 200 dollars trying to load my balance from epassporte. Due to some technical difficulties that they were having my 200 dollars disappeared in transit. I promptly informed them of what had happen on the 8th of Aug.
Customer service first requested proof of the deposit... which I sent them, even though their records and online statement shows that my balance didn't change after the load.
Then they ask me to wait till epassporte cleared the funds and to again send them proof that this had happened. So I waited and when the funds did clear I sent the information.
I was told that there had been a problem on their end and that my money would be refunded to epassport. (If they knew there was a problem, why did I have to prove that I made the deposit)? So I waited,
A week later I ask for an update to the situation. They told me to be patient and they are working on a problem.
Two weeks later they send me an e-mail suggesting that due to problems with epassporte I should switch the way I fund me balance. So I got nervous and respectfully ask for a refund by Check mail to my address. I quickly received and e-mail to "kindly be patient" we are working on the problem.
So I got on the online chat with customer support and demanded that this issue be resolved today. Either by sending me a check or another process to refund my money.
I was told that management was looking into it and to please be patient. How patient must I be after 2 weeks for a problem I had no control over.
When I ask for a phone number to speak to some one I was told, "We have no phone support"... so I ask for the business Number and again was told "We have no phone support". When I replied that now the customer service was being difficult my response was, I understand you are frustrated, please be patient.
When I pushed the issue, I was told a supervisor would e-mail me. Haven't gotten that yet. When I found the phone number to the parent company, Jack gaming all I got was a voice mail.
When I posted a detail complaint in the forum and copied and paste all the e-mails and live chats, it was promptly removed and this was the reason...
Thread deleted by HouseKat
Reason: I know you are frustrated but support issues are not to be posted - or pasted verbatim - in the forum.
I work in a customer service field and know that being rude doesn't get you anywhere. Nothing I said was rude or insulting; the post wasn't a flame and included the fact of the matter. Still they didn't want anyone to know just how the customer support handles this type of issue.
200 dollars doesn't make or break me, but it surely doesn't make or break poker.com. Why a check was not an acceptable way of solving this issue is beyond me after 2 weeks on a problem that was the sites fault.
Right now I all can do is wait, and write reviews. Here is the e-mail chain that has taken place up to now... I have remove personal info.
Dear dblkrose,
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 LTK5104965264X. Please use this code in any further communication.
====== Your Inquiry ======
No I will not "BE KINDLY PATIENT", Please provide me with a phone number to management I want this matter resolved TODAY!!
----- Original Message -----
From: Poker.com
To:
Sent: Tuesday, August 21, 2007 8:10 AM
Subject: RE: RE: (LTK5104965264X)
Reference number: LTK5104965264X Please use this ticket number in any correspondence with us.
Subject: RE:
Dear Customer,
Thank you for contacting us.
Please kindly be patient for a reply from our management on the status of your account.
Please feel free to contact us if you have any additional questions.
Sincerely,
CS Rick Customer Service Representative
---------------Original Message---------------
From:
Subject:
Re: RE: (LTK5104965264X)
I just received this e-mail from Poker.com; Since this issue dates back to Aug 8th and it's now the Aug 21st I assume that the main reason you haven't promptly refunded my 200 dollars is because of your continuing problems with epassporte. Since, like you, I don't enjoy having any funds locked into a situation that I am not in control of; I respectfully ask for a check to be sent to me residence in the total of $200.00. I have been more than reasonable in waiting for something to happen so I do not believe this is an unreasonable request. Please send the check to:
I would like to be notified when the check has been sent. Thank you for your time.
----- Original Message -----
From: Poker.com
To:
Sent: Thursday, August 16, 2007 8:12 AM
Subject: RE: RE: (LTK5104965264X)
Reference number: LTK5104965264X Please use this ticket number in any correspondence with us.
Subject: RE:
Dear Customer,
Thank you for contacting us.
Due to unforeseen circumstances, your epassporte deposit was unable to process successfully. This technical issue started on our end being unable to process your deposits from epassporte. What happened was that Epassporte had removed the funds from your account and sent it to us, but we were unable to receive the funds. We are now working to resolve this as soon as we can and once the issue been resolved, your funds should be released and return the funds to your epassporte account. Your patience is greatly appreciated and we apologise for the delay and the inconvenience caused by this incident.
Please feel free to contact us if you have any additional questions.
Sincerely,
CS Rick Customer Service Representative
---------------Original Message---------------
From:
Subject:
Re: RE: (LTK5104965264X)
What is the timeframe that I can expect the refund to occur? This has already taken over a week to resolve. Thank You.
----- Original Message -----
From: Poker.com
To:
Sent: Tuesday, August 14, 2007 2:46 PM
Subject: RE: RE: (LTK5104965264X)
Reference number: LTK5104965264X Please use this ticket number in any correspondence with us.
Subject: RE:
Dear Customer,
Thank you for contacting us.
I have forwarded it to our management.
We will look to refund the funds back to your epassporte account as soon as possible.
Please feel free to contact us if you have any additional questions.
Sincerely,
CS Rodrick Customer Service Representative
---------------Original Message---------------
From:
Subject:
RE: (LTK5104965264X)
As instructed here is the epassport statement screenshot with the TWO August 8 deposits to poker.com for $100.00 dollar a piece ($200.00 total). If you cold please handle this situation as soon as possible I would greatly appreciated. Thank You.
From:
support@pokercs.com
To:
Subject: RE: (LTK5104965264X)
Date: Thu, 9 Aug 2007 01:11:21 -0400
Reference number: LTK5104965264X Please use this ticket number in any correspondence with us.
Subject: Dear dblkrose,
Thank you for contacting us.
I have received your screenshot. It appears that your funds were still in Outstanding status. Once it is Matched and the funds have not been credited to your poker account, I need you to send that screenshot again.
Because it is still in Outstanding status, it means that the funds have not been sent to us yet. Rather it should be returned back to your epassporte within 24 to 48 hours after you have cancelled the deposit.
You need to monitor the status of the funds, and take another screenshot if the status have been changed to Matched but not credited to your poker account.
I will also be keeping your account in view and will email you of any updates.
Please feel free to contact us if you have any additional questions.
Sincerely,
CS Rodrick Customer Service Representative
---------------Original Message---------------
From:
Subject:
LTK5104965264X
The following is a chat with Live Support about two deposits that never went through. I have included the chat and the request screen shot.
This functionality requires JavaScript. Please enable JavaScript and try again. To read the LivePerson accessibility policy, please go to the Liveperson accessibility policy page.
Please wait for a site operator to respond.
You are now chatting with 'CS Rodrick'
Your Issue ID for this chat is LTK5104965264X
CS Rodrick: Hello. How may I assist you?
dblkrose: I just made two transation for 100x2. There were from epassport, but neither went through
dblkrose: Epassport is showing my balance less 200 dollars but poker.com has not shown the money in my balance
CS Rodrick: There seems to be some issue with our epassporte deposit now. We have already notified our technical department and be assure that this should be fixed within the next 24 hours.
CS Rodrick: you should leave this current one as pending
dblkrose: okay, so its just a matter of waiting
CS Rodrick: do not cancel it
dblkrose: okay
CS Rodrick: as for the past one which you have cancelled
CS Rodrick: and the charged taken from your epassporte
CS Rodrick: you need to take a screenshot of your epassporte transaction history and send it to us
CS Rodrick: so that we can verify the funds have been sent to us and make you a refund
dblkrose: can i just send you the e-mail?
dblkrose: i get an e-mail each time
CS Rodrick: we need the screenshot of the transaction history
dblkrose: okay and where do I send that
CS Rodrick: send it to
support@pokercs.com
dblkrose: k one sec
dblkrose: okay the online statement doesn't work. So now I have to contact Epassport
CS Rodrick: ok
dblkrose: is thre a confirmation number for this chat
CS Rodrick: LTK5104965264X
dblkrose: because i don't plan on losing 100 dollars
dblkrose: thank you
CS Rodrick: You're welcome.
Poker.com customer service... fyi
