I've been playing exclusively on Borgata Poker since NJ ipoker went live in Nov, 2013. For reasons I cannot explain, other than perhaps "brand loyalty", I've stuck with Borgata through random software crashes and of course geo-location issues. Even though I've incurred financial losses from software crashes mid-hand, Ive never called support to demand I be compensated (we're a long way from PokerStars). However, moments ago, while playing my usual 4 tables of $1/$2 NL I experienced a software crash while in 3 relevant hands and I suppose this was the final straw for me.

(1) AA on the B
(2) Nutflush on the river facing an allin bet
(3) And a small, perhaps even irrelevant pot with AJo

The crash happens, the client freezes, and I'm left to hopelessly try to restart the software in order to still be able to finish the hand. Of course that fails. I snapped a screen shot and sent it into support with a detailed e-mail explaining the frequency of these software crashes and the actions of the hands I was involved in during the crash.

I demand to be compensated for the faulty software. Anything less than fair compensation will force me to move sites. I'm a high volume player, certainly the kind Borgata would not want to loss. I realize this is Party Poker's forum, but I hope this message will be read by the appropriate representatives and I hope my case will be handled accordingly.

you just answered yourself on how they are going to respond. they are not poker stars. you won't get any compensation.

With all due respect, you, and those like you, are the reason the site sucks so badly and why they feel they can get away with whatever they want.

I did this many times. They asked me all sorts of questions so they could determine how it was my fault ie. my computer, software, ram etc. They said they would escalate it and I never heard from the again.

Update: I was informed I will be receiving a call from Borgata support to resolve the issue. Sounds like that want to "troubleshoot" my PC for the issue more than they want to compensate the error.


@ FromACtoLV "With all due respect, you, and those like you, are the reason the site sucks so badly and why they feel they can get away with whatever they want."

It's my own opinion the sites were to be given a grace period. At 3 months I felt lenient as the sites were bound to have obstacles. The product is now approaching 6 months old and my expectation as a customer is now for the sites to be liable for these types of issues.

Let me know how this goes. This happens to me once or twice every session

Thank you for your replies. The more cases like this that can be documented the better. While on the phone with an agent right now she tried to claim that this error is a Microsoft error and not a Borgata Poker error. See the screen shot below. Player names and my own image have been removed for privacy.

[IMG][/IMG]

If that's the case(which I doubt), then they should fix it to ensure that it works with Whatever Microsoft software is causing the problem. What is the 80% of the world that uses widows supposed to do? Uninstall windows for them? Buy a Mac so they can play? Write the software code that fixes the glitch?

With all due respect, you and those like you are also giving them a free pass with regards to geo-location. Ok, new technology. How about test it out and work through the problems thoroughly before going live? Oh, but that would have cost them money and time I guess. Except maybe they miss the part where newbies get so frustrated and never come back.

Regarding software crashes would have zero tolerance. I played on PartyPoker back in 2003. I don't recall any problems. There were a lot more people on the site and I was on the chittiest porn virus infested laptop ever.

So seeing these types of problems in 2014 seems unacceptable imo

I give them, and every other site a pass because I haven't had a location issue on any site in months, probably since January, so I have no idea how prevalent the issues still are.

Geolocation, while incredibly important, effects SOME players. The issues I've been complaining about effect ALL players.

Edit: Also, someone can correct me if I'm wrong, but UP uses the GPS from your cell phone, not your WiFi location. So if you have issues, I'd suggest trying them. Make sure your phone isn't hooked up to your wifi and I was told by support to make a call to your home phone and just hang up if you ever have an issue because that resets your phone location.

Day 5 - Trying To Be Compensated for Faulty Borgata Software

The Claim: Two hands in question from the screen shot above, AA and AJ, both actions were preflop, without money having been put into the pot. I'm obviously not worried about the AJ and I was informed by Borgata support that the nutted KJcc hand was completed in time and the funds made it into my account. All well and good. On to the relevant hand on AA, I explained to the supervisor during our first interaction (via phone) that although no money was wagered by me in this hand, AA on the B with a raise in front is one of the more profitable situations a poker player can find themselves in. Therefore, the compensation should still occur even though technically, no money had been lost by me. He simply asked me what I thought would be fair, I arbitrarily said $100.00 to compensate for this hand and the other occasions the software had crashed on me in the past. He needed 24 hours to check in the matter.

Status: I was supposed to be called back by said supervisor on Tues @ 1:00PM, instead he called at 3:00PM and I was back at work so I missed his call. I called back today at 1:00PM to find out the status of my compensation claim ($100 is what was discussed) as well as go through the troubleshooting steps of fixing this issue. The customer service agent said the account was noted that because there was no pending bet at the time of the crash that I would not be eligible for compensation. Here is where it stands now, at least until I get the supervisor back on the phone.

Outlook: Borgata CS is still located overseas as everyone I've spoken to has an accent. The good news is they're accommodating in having a supervisor call you back at a time convenient for you, although they don't always call at this exact time as experienced above.


TLDR: Borgata Poker has buggy software with frequent crashes forcing you to close the program and forfeit your current hands. This has cost me money. I asked to be compensated $100 for frequent Borgata software crash. So far claim is denied. Borgata CS seems to be improving slightly, the software still has a ways to go.

So does that mean that when their software crashes and You DO have money in the lot, you WILL be compensated? Cause I have hundreds of those hands....

not trying to be a dick or anything, but unfortunately he isn't going to be compensated.... it would set a terrible precedent for party and they would go broke if they compensated everyone who lost money due to software problems. i know i would definitely be due several hundred dollars.

its pretty sad how terrible party's product that they offer is, considering how long they have existed as a company. apparently they are praised in the media for being open to player's complaints/concerns which is completely laughable. the party rep doesn't post here for like a week and half and when he does its promotions stuff and a comment that their software isn't a virus.

This situation is a complete disaster and needs to be fixed asap. im on a mac and this happens quite often

Put me down for software crashes too. At least 3 times the last few weeks. Cost me once in a hand and the other times I just lost my free hands after the blinds. One time I was able to restart my computer and keep playing the hand. I guess it's a good thing I sprung for an SSD. Looks like it's everybody's fault except Borgatas.

The software is buggy as hell and you can tell by the look & feel that it is poorly coded. They should use the same type of App FULL TILT used to use. It looked and felt like a normal app, not one of these Java windows that cant even go full screen.

borgata sucks. this happens to me on cash games and tournaments!
sucks when it happens on tournaments because you are ****ed... i got sat out of a final table.. and after calling support and discussing the matter... NOTHING.
they dont do ****.

itll all be a matter of time till borgata on line poker.. becomes a thing of the past..

pokerstars will comeback..(or somthing similar).. that cares enough to invest on a reliable software..

and yea.. one might say, why not leave? ..cmon', who are you kidding.. if youre in this forum... and is looking for an answer to that question.. then youre probably just a vagabond troll.

because of this issue.. i am staying away from mid-level cash games.. pretty much sticking to micros (lessens tiltage when software drops connection) and avoid all tournaments... sucks ass.. i love tournys.

by the way, they hate it when you post your (this) issue on twitter... so use #borgataproblems ... gets more visibility this way.

Software crashes are infrequent and running too many simultaneous applications while playing on poker client, insufficient bandwidth are few common causes.

Customer care can fix this issue after they look up your account to ascertain the precise problem. They might request further information about your system health while you are playing poker to correct the issue so that you can resume your choice of games without hindrance.

Kindly PM us your account name so that we can arrange for the resolution at the earliest.

my account crashes every hour no matter what if I'm 10 tabling its the most annoying thing to deal with ever

This issue has been raised with our Customer Support Staff here in New Jersey. Please reply to the PM we just sent at your earliest convenience.

Reading all these issues from 2014 and I am still having these issues daily. I called customer support and they basically tried to give me the same run-around not wanting to admit the issue was their client and not coming from my end. (i play on 3 different NJ sites and borgata is the only site that crashes/geo-locates)
Any solutions yet?

sadly the only solution is either get used to it or play elsewhere

there's a large difference between the software crashing, and the software not being able to geo-locate you properly.

the main issue from this thread last year was due to the "MFC crash" that was running rampant through the software. This issue has been corrected, and it is no longer a problem. If you are still having this issue, there could be a conflict with another program (such as pokertracker or holdemmanager) that is causing this. The latter, a conflict with holdemmangar, was actually what was causing the issue for me. After talkign with holdemmanager support I was able to correct this, and no longer get the crash.

as for geolocation, that is a completely separate issue, and is usually due to not having enough wifi signals, or wifi signals that are too weak. I highly suggest a long-range wifi adapter. After purchasing this adapter, i have a near perfect geolocation, despite living essentially in the middle of nowhere with only a few wifi signals.

this an adapter i'd recommend: http://www.amazon.com/Alfa-Network-W.../dp/B000WXSO76

Agree with Gags. I play roughly 25 days a month and I can't remember the last time i had a crashing issue. The worst I deal with currently is occasional geolocation issues. The benefit is that Borgata/Party will let you finish the hand you are in the middle of playing if they were to lose your location. Anytime this happens I quickly Ctrl + Alt + Esc and end the Borgata application/process in task manager. 90%+ I am back in business when I reopen the client.