Just to give all of you an idea of how bad the prima customer service is, I am going to copy and paste all of our communication with eachother over a recent issue which is explained in detail. The emails start at the bottom of this post.
-------------------------------------
Hi Sean
Thank you for your response.
I am sorry to hear that you feel this way.
I understand that this is frustrating and I sincerely apologize that it has taken this long to present you with an answer to your query.
Please be aware that we are simply following the procedures of Prima Poker/Micro Gaming poker network. These procedures are stated clearly in the terms and conditions of the poker room. You agreed to these terms and conditions, when you registered your poker room account.
Should you have any other queries, please do not hesitate to contact the Poker Support Desk.
Thank you for playing with us.
Kind regards
Garreth
Poker Support Desk
From: Sean ***** [mailto:*****@gmail.com]
Sent: 15 September 2006 09:29 PM
To: Support (PokerTime)
Subject: Re: Gaming Query
this is ludicrious. I was in the tournament for over an hour and people were eliminated. How is this fair? Did those who got eliminated before the network problems get there money back, and if so how is that fair? I am appaled with your network at this time and I do plan on reporting this to the various online casino watchdog sites and forums. The fact that it took a week for me to get this response is disrespectful and rude. I will not let this go
A once loyal member of your network,
sean
On 9/15/06, Support (PokerTime) <Support@pokertime.com> wrote:
Hi Sean
Thank you for the e-mail.
I had a look through the hands mentioned and the games played on the system and found that at the time the gaming server had intermitted connection errors.
The refund policy of the Microgaming network is that when they cancell a tournament due to any unforseen circumstance then they will refund the buy-in for the tournament back to the player at the time of the software update.
I see that both these buy-ins was indeed refunded to your account.
We do apologize for the extended delay with this matter and the inconvenience you have experienced.
Should you wish to contact us wth any further requests then please do not hesitate.
Kind Regards,
Jozua
Poker Support Desk
From: Sean *** [mailto:****@gmail.com]
Sent: 14 September 2006 05:32 AM
To: Support (PokerTime)
Subject: Re: Gaming Query - Feedback
The games I am refering to are listed on that list. They are the following two:
16:47 Repeating Down ($22.00 Buy in) Buy in Refunded at 18:02
16:47 Nose Cream ($11.00 Buy in) Buy in Refunded at 18:02
Thanks,
Sean
On 9/13/06, Support (PokerTime) < Support@pokertime.com> wrote:
Hi Sean
Thank you for your e-mail.
I have reviewed/audited your poker time account.
Here is what I have found:-
On 01 September 2006 06 September 2006, you did not play on any Sit and Go Tournaments.
On 07 September, you took part in the following Sit and Go tournaments.
06:35 - Sunblock ($11.00 Buy in) Winnings $35.00
06:56 - Lightening Crashes ($11:00 Buy in) No Winnings.
On 08 September, you took part in the following Sit and Go Tournaments.
22:16 Sunblock ($11.00 Buy in) no winnings
22:21 Lightening Crashes ($11:00 Buy in) No winnings
22:58 Lip Ice ($11:00 Buy in) No winnings
22:58 Sunblock ($11.00 Buy in) Buy in refunded at 23:03
23:03 Frost Bite ($11.00 Buy in) Winnings $15.00
23:43 Lip Ice ($11.00 Buy in) No Winnings
23:43 Frost Bite ($11.00 Buy in) No Winnings
On 09 September, you took part in the following Sit and Go Tournaments.
01:59 Sunblock ($11.00 Buy in) No Winnings
02:05 Nose Cream ($11.00 Buy in) No Winnings
02:25 Nose Cream ($11.00 Buy in) Winnings $15.00
02:35 Sunblock ($11.00 Buy in) No Winnings
03:04 Nose Cream ($11.00 Buy in) Buy in refunded at 03:06
03:07 Lightening crashes ($11.00) No winnings
On 10 & 11 September, you did not play any Sit and Go Tournaments.
On 12 September, you took part in the following Sit and Go Tournaments.
04:03 Sunblock ($11.00 Buy in) Winnings $35.00
04:07 Lightening Crashes ($11.00 Buy in) Winnings $35.00
04:35 Sunblock ($11.00 Buy in) No Winnings
14:19 Lightening Crashes ($11.00 Buy in) Winnings $35.00
14:26 Nose Cream ($11.00 Buy in) Winnings $35.00
15:11 Lip Ice ($11.00 Buy in) No Winnings
15:11 Sunblock ($11.00 Buy in) Winnings $35.00
16:13 Quivering Arrow ($22.00 Buy in) Buy in Refunded at 16:16
16:14 Wipe Out ($22.00 Buy in) No Winnings
16:16 Double Up ($22.00 Buy in) No Winnings
16:20 Nose Cream ($11.00 Buy in) Winnings $35.00
16:47 Repeating Down ($22.00 Buy in) Buy in Refunded at 18:02
16:47 Nose Cream ($11.00 Buy in) Buy in Refunded at 18:02
18:06 Repeating Down ($22.00 Buy in) Buy in Refunded at 18:06
Are the games that you were playing in on this list. If so, could you please specify which tables you were playing at, then we can forward this query through to the Prima Poker/Micro Gaming. Once we have feedback from them, we will be able to present you with a resolution.
I sincerely apologize you for the inconvenience caused to you by this and I assure you that we will do our best to resolve this.
Should you have any other queries, please do not hesitate to contact the Poker Support Desk.
Thank you for playing with us.
Kind regards
Garreth
Poker Support Desk
Please contact us on the following numbers for further assistance.
From: Sean [mailto: ****@gmail.com ]
Sent: 13 September 2006 08:50 PM
To: Support (PokerTime)
Subject: Re: Your gaming query
I apologize for the first email sent, I clicked reply on the wrong email. This is the email in which I was replying to.
I have checked my playcheck and was unable to see the games that were played during the network problems. What I believe happened was that because the games were closed in the middle of the game and were not completed, they were not stored in the system. Another thing, I played a few 20 dollar games which also have not showed up in my playcheck. Is this a usual occurrence? I feel cheated of my time and money thanks to this situation. Further, I am still deeply distraught that this issue has not gotten anywhere as of yet. I feel as if my true issue keeps getting swept under the rug and ignored by your service staff.
If possible please forward this manner to your supervisor or someone of high position. It is pretty crazy that this issue has not been resolved even after a phone call and 3 emails. My next resort is to report my experiences to numerous casino watchdog sites and forums.
Truly,
Sean
On 9/13/06, Support (PokerTime) < Support@pokertime.com> wrote:
Hi Sean
Thank you for your email.
I have reviewed your original email sent through on the 09/12/2006, we apologize for not addressing your query completely.
On the 09/12/2006 you participated in three Sit&Go Tournaments each with a buy-in amount of $11.00. Two of them was at a table called Sunblock and the other at a table called Lightning Crashes.
In these tournament you obtained first place twice once at Sunblock and once at Lightning Crashes, in the second Sunblock Tournament you where legally eliminated in 4th position.
As all three these tournament where 5 Seater Sit&Go Tournaments, the first place prize money was $35.00 that was credited to your account at the completion of the tournaments.
You did not play on your account on either the 09/11/2006 or 09/10/2006.
On the 09/09/2006 you did play in a Sit&Go Tournament called Nose Cream. In the first you obtained 4th position and the second, second place. For the tournament that you obtained 2nd place in your received $15.00 in prize money.
We could not obtain a Sit&Go with the name Repeating Down that you participated in during September.
We would like to address your query to your satisfaction but require a bit more information please.
If you could please provide the information for the tournaments that you are referring to, we will gladly look in to this for you.
This is available in PlayCheck on your poker software. If you could please give me the details of the hands as it is given in PlayCheck we will investigate this further for you.
Here is how PlayCheck works:
*PlayCheck is available in the poker software under "Menu", the fourth option from the top.
*PlayCheck has 2 search options available regular and advanced search.
*Regular search allows a player to go back one day or up to a 100 hands
*If more information is required advanced search will have to be used
*By selecting the fixed search option under advanced search to blank a player can retrieve any and all hands that he played for the last 3 weeks
*A player would select a date and PlayCheck will retrieve all hands played for that day, remember that fixed search has to he blank.
*To retrieve all info of what happen on an account for that day use the following selection in play check:
By play type : Real
By Table Type : Normal Table
Fixed Search: -
Date: The date for which player needs information
By Game: All Games
By Games Number: (Blank)
By Stakes: All Stakes
By Limit: Any Limits
*Using this selection will allow a player to see all hands and tournaments played for that day and what his balance was, as well as any transactions on his account.
Please provide all of the information as displayed in PlayCheck.
Should you have any further queries in future, no matter how big or how small, please do not hesitate to contact us.
Thank you for playing with the Fortune Lounge group.
Kind regards
Lee
Casino Desk
Where the Player Comes First
Please contact us on the following numbers for further assistance.
From: Sean [mailto: ****@gmail.com ]
Sent: Wednesday, September 13, 2006 7:03 AM
To: Casinodesk Support
Cc: Support (PokerTime)
Subject: Re: your gaming query -Lee ptr07784954
I appreciate your prompt reply, however you completely ignored what I wrote in my email. I was logged in for the whole tourney, then the table closed while I was in it and i was booted off of the network. I reconnected to the network within 20 seconds and the two tables I was playing in where closed. Therefore, I was unable to join the game because it had closed the table.
The thing that upsets me was that prior to when the network problems began there was only 3 people remaining in both of my games. The blinds where at a high level and I had chip lead in one game and I was in second place in the other game. I was likely to win at least one of these two games, if not both, and if I had won both I would have received 105 dollars. I understand that my buy-ins for these sit and go's were returned to my account, but I was surely going to at the very least double the total of my two buy ins at the completion of the tournaments. As you can see by inquiring into my account I am a loyal and avid member of your network.
I feel incredibly cheated by your network and I would very much so appreciate it if you would read my original email at the bottom of the page and this one thoroughly before replying back to me so that you can reply to my actual concern.
Truly,
Sean
Account number: ptr07784954
On 9/12/06, Casinodesk Support < support@casinodesk.com> wrote:
Hi Sean
Thank you for your e-mail.
We would like to advise that we are aware of the lags experienced on the MicroGaming system; our Poker Team is managed to correct this.
Please log out of the system and then back in if this persists.
All games should continue properly from the time you log back in.
Again, we do apologize for this inconvenience.
Should you have any further queries in future, no matter how big or how small, please do not hesitate to contact us.
Kind regards
Cyril
From: Sean [mailto:****@gmail.com ]
Sent: 12 September 2006 08:08 PM
To: Support (PokerTime)
Subject: network problems
During the network problems I was playing in 2 sit and go's. One, a 11 dollar buy in on the table nose cream. The second, a 22 dollar buy in on the table Repeating Down. I was in first position by a large margin in 11 dollar game. In the second game, the 22 dollar buy in, I was in second with about 1500 in chips. The network logged me out of both of these games in which I was in a position to make possibly 105 dollars total. Instead of the game finishing and me receiving a total of possibly 105 dollars, all I received was my 33 dollar total buy in back. This is intolerable, and I expect to be redeemed for my approximate prize winnings. This error was on your behalf and not mine.
Please respond to this email and tell me what will happen with this situation because I am deeply angered by this.
Truly,
Sean
-------------------------------------
Hi Sean
Thank you for your response.
I am sorry to hear that you feel this way.
I understand that this is frustrating and I sincerely apologize that it has taken this long to present you with an answer to your query.
Please be aware that we are simply following the procedures of Prima Poker/Micro Gaming poker network. These procedures are stated clearly in the terms and conditions of the poker room. You agreed to these terms and conditions, when you registered your poker room account.
Should you have any other queries, please do not hesitate to contact the Poker Support Desk.
Thank you for playing with us.
Kind regards
Garreth
Poker Support Desk
From: Sean ***** [mailto:*****@gmail.com]
Sent: 15 September 2006 09:29 PM
To: Support (PokerTime)
Subject: Re: Gaming Query
this is ludicrious. I was in the tournament for over an hour and people were eliminated. How is this fair? Did those who got eliminated before the network problems get there money back, and if so how is that fair? I am appaled with your network at this time and I do plan on reporting this to the various online casino watchdog sites and forums. The fact that it took a week for me to get this response is disrespectful and rude. I will not let this go
A once loyal member of your network,
sean
On 9/15/06, Support (PokerTime) <Support@pokertime.com> wrote:
Hi Sean
Thank you for the e-mail.
I had a look through the hands mentioned and the games played on the system and found that at the time the gaming server had intermitted connection errors.
The refund policy of the Microgaming network is that when they cancell a tournament due to any unforseen circumstance then they will refund the buy-in for the tournament back to the player at the time of the software update.
I see that both these buy-ins was indeed refunded to your account.
We do apologize for the extended delay with this matter and the inconvenience you have experienced.
Should you wish to contact us wth any further requests then please do not hesitate.
Kind Regards,
Jozua
Poker Support Desk
From: Sean *** [mailto:****@gmail.com]
Sent: 14 September 2006 05:32 AM
To: Support (PokerTime)
Subject: Re: Gaming Query - Feedback
The games I am refering to are listed on that list. They are the following two:
16:47 Repeating Down ($22.00 Buy in) Buy in Refunded at 18:02
16:47 Nose Cream ($11.00 Buy in) Buy in Refunded at 18:02
Thanks,
Sean
On 9/13/06, Support (PokerTime) < Support@pokertime.com> wrote:
Hi Sean
Thank you for your e-mail.
I have reviewed/audited your poker time account.
Here is what I have found:-
On 01 September 2006 06 September 2006, you did not play on any Sit and Go Tournaments.
On 07 September, you took part in the following Sit and Go tournaments.
06:35 - Sunblock ($11.00 Buy in) Winnings $35.00
06:56 - Lightening Crashes ($11:00 Buy in) No Winnings.
On 08 September, you took part in the following Sit and Go Tournaments.
22:16 Sunblock ($11.00 Buy in) no winnings
22:21 Lightening Crashes ($11:00 Buy in) No winnings
22:58 Lip Ice ($11:00 Buy in) No winnings
22:58 Sunblock ($11.00 Buy in) Buy in refunded at 23:03
23:03 Frost Bite ($11.00 Buy in) Winnings $15.00
23:43 Lip Ice ($11.00 Buy in) No Winnings
23:43 Frost Bite ($11.00 Buy in) No Winnings
On 09 September, you took part in the following Sit and Go Tournaments.
01:59 Sunblock ($11.00 Buy in) No Winnings
02:05 Nose Cream ($11.00 Buy in) No Winnings
02:25 Nose Cream ($11.00 Buy in) Winnings $15.00
02:35 Sunblock ($11.00 Buy in) No Winnings
03:04 Nose Cream ($11.00 Buy in) Buy in refunded at 03:06
03:07 Lightening crashes ($11.00) No winnings
On 10 & 11 September, you did not play any Sit and Go Tournaments.
On 12 September, you took part in the following Sit and Go Tournaments.
04:03 Sunblock ($11.00 Buy in) Winnings $35.00
04:07 Lightening Crashes ($11.00 Buy in) Winnings $35.00
04:35 Sunblock ($11.00 Buy in) No Winnings
14:19 Lightening Crashes ($11.00 Buy in) Winnings $35.00
14:26 Nose Cream ($11.00 Buy in) Winnings $35.00
15:11 Lip Ice ($11.00 Buy in) No Winnings
15:11 Sunblock ($11.00 Buy in) Winnings $35.00
16:13 Quivering Arrow ($22.00 Buy in) Buy in Refunded at 16:16
16:14 Wipe Out ($22.00 Buy in) No Winnings
16:16 Double Up ($22.00 Buy in) No Winnings
16:20 Nose Cream ($11.00 Buy in) Winnings $35.00
16:47 Repeating Down ($22.00 Buy in) Buy in Refunded at 18:02
16:47 Nose Cream ($11.00 Buy in) Buy in Refunded at 18:02
18:06 Repeating Down ($22.00 Buy in) Buy in Refunded at 18:06
Are the games that you were playing in on this list. If so, could you please specify which tables you were playing at, then we can forward this query through to the Prima Poker/Micro Gaming. Once we have feedback from them, we will be able to present you with a resolution.
I sincerely apologize you for the inconvenience caused to you by this and I assure you that we will do our best to resolve this.
Should you have any other queries, please do not hesitate to contact the Poker Support Desk.
Thank you for playing with us.
Kind regards
Garreth
Poker Support Desk
Please contact us on the following numbers for further assistance.
From: Sean [mailto: ****@gmail.com ]
Sent: 13 September 2006 08:50 PM
To: Support (PokerTime)
Subject: Re: Your gaming query
I apologize for the first email sent, I clicked reply on the wrong email. This is the email in which I was replying to.
I have checked my playcheck and was unable to see the games that were played during the network problems. What I believe happened was that because the games were closed in the middle of the game and were not completed, they were not stored in the system. Another thing, I played a few 20 dollar games which also have not showed up in my playcheck. Is this a usual occurrence? I feel cheated of my time and money thanks to this situation. Further, I am still deeply distraught that this issue has not gotten anywhere as of yet. I feel as if my true issue keeps getting swept under the rug and ignored by your service staff.
If possible please forward this manner to your supervisor or someone of high position. It is pretty crazy that this issue has not been resolved even after a phone call and 3 emails. My next resort is to report my experiences to numerous casino watchdog sites and forums.
Truly,
Sean
On 9/13/06, Support (PokerTime) < Support@pokertime.com> wrote:
Hi Sean
Thank you for your email.
I have reviewed your original email sent through on the 09/12/2006, we apologize for not addressing your query completely.
On the 09/12/2006 you participated in three Sit&Go Tournaments each with a buy-in amount of $11.00. Two of them was at a table called Sunblock and the other at a table called Lightning Crashes.
In these tournament you obtained first place twice once at Sunblock and once at Lightning Crashes, in the second Sunblock Tournament you where legally eliminated in 4th position.
As all three these tournament where 5 Seater Sit&Go Tournaments, the first place prize money was $35.00 that was credited to your account at the completion of the tournaments.
You did not play on your account on either the 09/11/2006 or 09/10/2006.
On the 09/09/2006 you did play in a Sit&Go Tournament called Nose Cream. In the first you obtained 4th position and the second, second place. For the tournament that you obtained 2nd place in your received $15.00 in prize money.
We could not obtain a Sit&Go with the name Repeating Down that you participated in during September.
We would like to address your query to your satisfaction but require a bit more information please.
If you could please provide the information for the tournaments that you are referring to, we will gladly look in to this for you.
This is available in PlayCheck on your poker software. If you could please give me the details of the hands as it is given in PlayCheck we will investigate this further for you.
Here is how PlayCheck works:
*PlayCheck is available in the poker software under "Menu", the fourth option from the top.
*PlayCheck has 2 search options available regular and advanced search.
*Regular search allows a player to go back one day or up to a 100 hands
*If more information is required advanced search will have to be used
*By selecting the fixed search option under advanced search to blank a player can retrieve any and all hands that he played for the last 3 weeks
*A player would select a date and PlayCheck will retrieve all hands played for that day, remember that fixed search has to he blank.
*To retrieve all info of what happen on an account for that day use the following selection in play check:
By play type : Real
By Table Type : Normal Table
Fixed Search: -
Date: The date for which player needs information
By Game: All Games
By Games Number: (Blank)
By Stakes: All Stakes
By Limit: Any Limits
*Using this selection will allow a player to see all hands and tournaments played for that day and what his balance was, as well as any transactions on his account.
Please provide all of the information as displayed in PlayCheck.
Should you have any further queries in future, no matter how big or how small, please do not hesitate to contact us.
Thank you for playing with the Fortune Lounge group.
Kind regards
Lee
Casino Desk
Where the Player Comes First
Please contact us on the following numbers for further assistance.
From: Sean [mailto: ****@gmail.com ]
Sent: Wednesday, September 13, 2006 7:03 AM
To: Casinodesk Support
Cc: Support (PokerTime)
Subject: Re: your gaming query -Lee ptr07784954
I appreciate your prompt reply, however you completely ignored what I wrote in my email. I was logged in for the whole tourney, then the table closed while I was in it and i was booted off of the network. I reconnected to the network within 20 seconds and the two tables I was playing in where closed. Therefore, I was unable to join the game because it had closed the table.
The thing that upsets me was that prior to when the network problems began there was only 3 people remaining in both of my games. The blinds where at a high level and I had chip lead in one game and I was in second place in the other game. I was likely to win at least one of these two games, if not both, and if I had won both I would have received 105 dollars. I understand that my buy-ins for these sit and go's were returned to my account, but I was surely going to at the very least double the total of my two buy ins at the completion of the tournaments. As you can see by inquiring into my account I am a loyal and avid member of your network.
I feel incredibly cheated by your network and I would very much so appreciate it if you would read my original email at the bottom of the page and this one thoroughly before replying back to me so that you can reply to my actual concern.
Truly,
Sean
Account number: ptr07784954
On 9/12/06, Casinodesk Support < support@casinodesk.com> wrote:
Hi Sean
Thank you for your e-mail.
We would like to advise that we are aware of the lags experienced on the MicroGaming system; our Poker Team is managed to correct this.
Please log out of the system and then back in if this persists.
All games should continue properly from the time you log back in.
Again, we do apologize for this inconvenience.
Should you have any further queries in future, no matter how big or how small, please do not hesitate to contact us.
Kind regards
Cyril
From: Sean [mailto:****@gmail.com ]
Sent: 12 September 2006 08:08 PM
To: Support (PokerTime)
Subject: network problems
During the network problems I was playing in 2 sit and go's. One, a 11 dollar buy in on the table nose cream. The second, a 22 dollar buy in on the table Repeating Down. I was in first position by a large margin in 11 dollar game. In the second game, the 22 dollar buy in, I was in second with about 1500 in chips. The network logged me out of both of these games in which I was in a position to make possibly 105 dollars total. Instead of the game finishing and me receiving a total of possibly 105 dollars, all I received was my 33 dollar total buy in back. This is intolerable, and I expect to be redeemed for my approximate prize winnings. This error was on your behalf and not mine.
Please respond to this email and tell me what will happen with this situation because I am deeply angered by this.
Truly,
Sean
