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Old 07-04-2017, 12:24 PM   #1
Rockford
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Join Date: May 2007
Posts: 20
BorgataPoker.com Customer Service Horrible

Just moved to NJ and was looking forward to playing some low stakes poker as a benefit to my move. Last night I logged on to my one week old Borgata Poker account and registered for a tournament.

With 15 minutes to kill before the tourny I went to a .10/.25 table. Bought in with $25, and several minutes later cashed out with $26 and change as the tournament was starting.

Except that $26 was never put back in my account. When I noticed it a few minutes later I opened up a chat with support. They told me I should reboot my machine. I told them I was playing in a tournament. They said that the best they could tell me was to reboot when I could and get back to them if the money did not reappear. Great.

Long story short, after several nearly identical exchanges in chat and through email, and after several reboots, the $26 is still listed as "in play." When I log in, the table I was at "North Brunswick" opens up, but I am not seated at it, and I can not access my money.

Posted here is their last email to me this morning, and my reply. It is obvious and laughable that they are simply going to keep telling me to reboot / clear the cache. They are essentially making it my problem. I honestly expected better from a now regulated industry.

It is incredible to me that will not simply credit the money back to my account, but instead deny responsibility and create an angry customer with access to internet poker forums over a lousy $26.

I'm not going to spend any more time going back and forth. They can keep the $26 as my parting gift.



Quote:
Dear John,

This e-mail is regarding your account on our website.

I would like to let you know that the technical department confirmed that there are no stuck sessions on your account. We kindly ask you to clear the cache and to try again. If there are any other issues after following the instructions that we provided, please get back to us and we will investigate this further.

Thank you or your cooperation on this matter!

In case you have further questions, we will be more than happy to assist you. We are available 24 hours a day at:
http://poker.theborgata.com/support.html

Thank you for choosing us as your online gaming site.

Sincerely,
Krisi,

Borgata Online Gaming Customer Service
Gamble Responsibly

Reply:

Quote:
Hello Krishi,

I do not care at all what your technical department says. You owe me $26. Every time I open your software, it takes me to that table, which is now empty. It obviously thinks I have an open session.

But that does not matter. That is for you to figure out. You owe me $26, and your refusal to credit it back to me is outrageous, and the worst customer service imaginable. You have stolen $26 from me, and it is not up to me to figure out what is wrong with your software. Give me the money you owe me. That is all.

Later today I will be going to 2+2 and the other poker forums to relate this incident.


Sincerely,

John
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Old 07-05-2017, 10:31 AM   #2
Party_Rep NJ
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Location: Edison, NJ
Posts: 167
Re: BorgataPoker.com Customer Service Horrible

Hi John,

Can you please provide your screenname to us in a private message so we can further assist?

Thanks
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Old 07-06-2017, 12:14 AM   #3
Rockford
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Re: BorgataPoker.com Customer Service Horrible

Quote:
Originally Posted by Party_Rep NJ View Post
Hi John,

Can you please provide your screenname to us in a private message so we can further assist?

Thanks
Hello. Screenname is JimboR57. I was credited the money back today. I cashed in a tourney, played a bit in the casino, and now I have $113 "in play" that I can not access.

What is the deal?
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Old 07-06-2017, 12:22 AM   #4
Rockford
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Re: BorgataPoker.com Customer Service Horrible

I rebooted again, as recommended, but still can't access my money.
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Old 07-06-2017, 09:27 AM   #5
Party_Rep NJ
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Re: BorgataPoker.com Customer Service Horrible

Quote:
Originally Posted by Rockford View Post
I rebooted again, as recommended, but still can't access my money.
Hi,

We had a look and can see nothing is stuck now. If you need anything else in the future don't hesitate to reach out.

Thanks
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Old 07-06-2017, 10:09 AM   #6
Rockford
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Re: BorgataPoker.com Customer Service Horrible

Yes. This has been resolved. Thanks.
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