Hey everyone!
My name is Rodion Longa. I am a partner of Chico Network since 2014.
My Gipsyteam.ru profile link
http://www.gipsyteam.ru/profile/Longa
Not feeling cool to write my first post here with this topic but eeh it will be useful for you guys too and I hope to attract attention of network reps.
About 45 days ago one of my players "En*****r" tried to log into his account but login/password combo appeared to be wrong. So he contacted live support and they suggested him to use reset password feature. Pretty standard.
When he requested a new password on Tigergaming website - he got this:
"Customer not found"
He emailed support team but they replied with their universal bug fix solution - use the psw reminder. He sent another detailed mail with screenshots and description of the bug. In a few days they replied with... Advice to reset password.
It happened again and again in next few mails and pissed of the player (nl1r reg with 5-10k rake volumes just FYI) badly.
Player contacted me and asked to assist in solving this issue. Since then I was talking with different reps of Tiger and none of them was really exited to help or even try to look into the problem
Finally after tonnes of mails they admitted that there is a problem with the account and forwarded to tech team. For those who are not aware, Chico's tech team is like a biggest black hole in poker universe with gravity so strong that every case forwarded there never gets back. Or maybe there is just no such a department in Chico and they use freelance specialists who are on holidays.
If you witnessed the process of their client update (which changed about nothing for user interface, same kind of 1998 design and usability but its a different story) you wouldn't think I abuse metaphors.
It took them like a week to bring this changes and another week to restore accounts they deleted from database and other bugs.
All of my players were able to get access to their accounts after having numerous mails from support and losing a lot of time except this player "En******r".
I was in touch with affi manager, tech support, some supervisor and all other guys but we got no clear answer till now. Nothing at all.
I mean they dont even care to contact the player and bring apologies for tech issues and let him know abt the progress. They told me they will contact the player directly but just stopped replying. Overall 45 days passed since this issue happen.
Here I wanna mention that I bring up to 100k rake per month to their business, not mean I am a big guy but only expect to have clear answers and respect for other people's time, specially their vip customers.
Their attitude here show them from unprofessional and careless side.
What we have now. Chico is not doing anything and formally my player lost access to his 8500$. No way to grab any infos, customer is annoyed and all sides lose profit.
I create this post not only to bring Chico's attention but also to raise this topic and let others who might have same kind of problems to follow for updates. If any of the Chico's supervisors need mails as a proof to make changes in the team - I will provide it.
Thanks for reading and kindly transfer to another forum if this is not the right place for this type of things.
Rodion Longa.
Last edited by IamLonga; 06-27-2016 at 04:36 AM.