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Bad experience with Pokertime

Discussion in 'Poker Complaints' started by obixx, Jul 4, 2006.

    Jul 4, 2006
  1. obixx

    obixx Dormant account

    Occupation:
    student
    Location:
    Toronto
    Hey guys I created this account just to let off some steam about my bad experience with Pokertime (part of the Prima network) today.

    It all started after I received this email from them:

    ----

    I have always loved the rare time that Pokertime would credit my account with a bonus. Even though it is only 15$, I was still happy. It portrays loyalty to their customers. So after reading this email, I login to my account to realize that the bonus had not been awarded to my account. Odd, especially considering the email said it was already in my account. Being rather distraught and eager to find out where my bonus is, I click on the live chat link. After waiting for 5 minutes for someone to join the help chat, it states that all of their CSRs are busy. I wait 5 minutes, try again and the same thing happens. I figure it might be busy so I decide to email them. I email them, go run some errands and come back an hour or 2 later. I check my email and no response. So I decide to call them.

    After calling them and explaining that I did not receive the bonus that was apparently already added to my account they put me on hold for 5 minutes. They apologize for the hold and tell me that the email I received was in error. In shock, I ask them how this is possible considering that it contains my name and account number. He repeats again that the email was in error and asks what he can do to help. I tell the guy that I just want this 15$ bonus that is apparently already in my account (as according to the email) to actually be added to my account! He starts to anger up and tells me it was an error. I ask to speak to the supervisor and he tells me he is not there. I replied by saying that I would wait on hold for him to return, and almost immediately after finishing my sentence he transfers me to the supervisor.

    The supervisor asks me what is wrong and I repeat my qualm about this email to him. He says that it was an error and that they sent out apologies to everyone who received this email. I quickly checked my inbox to see if I had received this email and I did not. I told the supervisor this and he asked what he could do to help. I expained to him that I have been a loyal Pokertime member for over a year and that I felt that if I received an email saying that a 15$ had been added to my account, that I should receive a 15 dollar bonus in my account. Further, regardless if it is an error, as a way to show loyalty to their customers, they should still honor the bonus that they claimed was ALREADY added to my account. He once again apologized angrily and told me there was nothing he could do.

    I am terribly distraught about this whole ordeal. What a crock it is to send out an email stating that a bonus has been added to my account when nothing had been added. I received no apology letter, and when I called them I received nothing but rudeness from their CSR's.

    Please tell me what you guys think about this. Am I being unreasonable or is Pokertime just an untrustworthy site?
     
  2. Jul 4, 2006
  3. obixx

    obixx Dormant account

    Occupation:
    student
    Location:
    Toronto
    Seriously, not a single reply?
     
  4. Jul 4, 2006
  5. cheekymonkey

    cheekymonkey Ueber Meister

    Occupation:
    Loser
    Location:
    Back at my mums
    The wording of the email sounds as if this was a guaranteed money tourney. Did you take part in a tourney where the pool was guaranteed? If so, the money in the tourney may not have reached the guarantee and they have decided to pay any shortfalls as a side credit.

    Looks like they have made a mistake and have sent emails to players that were not playing in this particular tourney. I'm just guessing though...

    As for them not honouring your 15 bucks, well I think that is a bit naughty. I wonder why they are not concerned about your custom? If that was me, I would probably never deposit there again, but it is not me so you need to make the choice yourself.
     
  6. Jul 4, 2006
  7. cheekymonkey

    cheekymonkey Ueber Meister

    Occupation:
    Loser
    Location:
    Back at my mums
    Actually, shouldn't this be in Poker complaints?
     
  8. Jul 4, 2006
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I don't know about untrustworthy - but their behavior is diabolical!
    All that fuss for just 15 bucks which you will probably lose in meeting the WR anyway is pathetic.
    They need to take their heads out of where the sun don't shine.

    Dump 'em & try another Prima site if that's what you like.
    (Maybe 32Red Poker?)
     
  10. Jul 4, 2006
  11. nafanny29

    nafanny29 Dormant account

    Occupation:
    financail adviser
    Location:
    London, England
    Agree with KK and cheekymonkey, dump em!! If you dont get a decent standard of support do not continue to give them your business. Luckily its only $15 but next time it could be much more. There are loads of poker sites out there with decent support and that will value your custom.
     
  12. Jul 4, 2006
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Well, yeah - this was posted around my time and many of the members here are in Europe.

    I wouldn't get so riled up about this. It's not like they haven't paid you your money - it's a stupid bonus. Just chalk it up as a customer service screw up and mosey on to greener pastures. They have more than enough competitors.
     
  14. Jul 4, 2006
  15. The Watchdog

    The Watchdog Dormant account

    Occupation:
    sports, poker, casinos
    Location:
    Costa Rica
    JAJA

    I didnt even read the posts on this thread

    Microgamings Prima Poker network is nice.

    However Poker Time provides the worst CS out there. I recently closed my account with them and I am thinking on becoming a loyal Titan Poker customer.

    Ive been a customer of Poker Time for about 4 months and my experience with their CS has been really annoying.
     

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