I know I said I was done playing here, and I hadn't played at all till the GSSS, decided to play a couple events. I won a high roller seat in a satellite, and was issued an inactive ticket that can't be used on the touranment...

Seriously? I can't even understand how this site can be run so incompetently.... It seems like every time I decide to give you guys a chance there is some technical issue over hundreds of dollars of tournament tickets, buy ins, etc.

Oh hey after I called support thanks for registering me late into the tournament when I wasn't logged in and informing me via email...

Seriously, how ridiculously incompetent can you be? You gave me an inactive ticket, then put me into a tournament after it started while I was logged off instead of giving me cash like I asked for. Currently on the line with support but I'm beyond annoyed right now. I'm actually confused as to how something so ridiculous could possibly ever happen.

I specifically called support and told them I did not want to be registered into it late, and that's why I wanted cash UNLESS they could get me in on time, because a 500 dollar tournament is big to me.

Yes that's correct. And not too long ago Borgata claimed they were going to get their own US based CS. That of course never happened. They use the main CS for their own calls just like any other service bureau.

I know it's confusing, but there are still different people in management making decisions for Borgata than for PartyPoker. They just use all the systems PartyPoker set up and manages, including customer care.

Sorry this happened to you.

This is something I experienced first hand on 2 different occasions. For the record, neither of those is resolved to my satisfaction. I think that this problem only gets fixed with an official complaint to DGE.

In the first case, I was auto-registered after the fact and just blinded off. In the second case, they couldn't figure out why it wouldn't register me. They issued me another ticket for the tournament (which no longer existed) after it was over.

This is an area where their systems and policies are little weak. Hopefully they can fix this sometime soon.

ive had similar issues on at least 4 different occasions within a short time span. 2 of the times werent resolved to my satisfaction at all. the other 2 took months of fighting before they caved in finally. i still only think they caved because of their own sloppiness they would be royally screwed had they not made it right and i filed a complaint with the dge like i was about to.

to this day i still wish i had simply filed the official complaint as im sure they do similar things to many different people and get away with it repeatedly

i also won a seat yesterday into the same tourney..after waiting 20 mins for a ticket to arrive, I just signed up using cash. then talked to support and said they owe me cash not a ticket. I sure enough get a ticket. Obv support has been so helpful since...LOL..yea right

Yesterday I asked to talk to a supervisor, they took my number and never called me back. Today I was told by a representative that she would personally call me back and take responsibility for my case, and she never did. Now I can let that pass if she calls me back soon, but the fact that no supervisor called me back and I'm just in the dark is ridiculous.

EDIT - Just recieved an email and tournament dollars as re-imbursment.

Credit where it's due, they took care of this in a timely fashion (for me at least.) Still ridiculous that I wasn't called back, called to be told I was in the touranment, etc. but PP cost themselves money, not me. (Although they did put me in quite a scare when I realized I was placed in the touranment w/o my knowledge.)

Also FWIW, most PP support is, in general, just awful.

The fact that you got anything resolved is a minor miracle. I even had management agree they made a mistake a few times and promise to fix it. But low and behold, when management is changed suddenly nobody remembers your problem.

And you are right, I do think about that often. Like even if we get some resolution, the core problem is still there. So not sure if waiting so long to file official complaints was really the correct decision. The magic 8 ball says "Signs point to NO."

Very true. I've had similar problems 4 times, the first two times were over 10 or 20 bucks and were not resolved. The second time was over closer to 200 and it was resolved as I told them I was about to contact the NJDGE, 2 months after the glitch in the tournamnet. This time it was resolved in a day, but my problem was blatantly their fault. And I wouldn't be surprised if I was the only one with a resolution so far, because I called them 4 times.

Still with a million software issues I will no longer play satellites as two of them have been faulty. Most likely will just play the PLO8 event and that's it.

sadly i dont think it was just telling them i intended to file a complaint that got me resolution. it came right after i demonstrated my knowledge of some US laws and pointed out that they were legally wrong. then almost instant resolution.

quite sickening how they tried just about everything to avoid resolving it- while knowing they were wrong . just really shouldnt be like that but thats how they're trained to operate their business. sadly enough

got a call from party last night reminding me about my $55 GSSS ticket and that it has to be used in the series or forfeited. I told them about what Colette had promised in here but he said it was the opposite. I planned on using the ticket regardless but its unfortunate to see the lack of communication.

wow they paid somebody to call lmfao shoulda told em you will be escalating it to the appropriate department and somebody will get back to them

Hi


I will follow up internally today - thank you for bringing this to my attention

As per my previous statement confirmed by our poker management -

On behalf of partypoker I can confirm our policy is not to expire tickets post series.
We do encourage all players to use the tickets for GSSS however we will convert unused tickets to T$ once the series ends

Thanks

Colette

This made me laugh so hard I almost hurt myself. Sad but this boiler plate response is all we are going to get when that's what they are trained to give us.

And thank you once again for helping to close this loop on behalf of the players. Communication is the one area where we have had the most problems. It helps a lot that we have you to at least try to get our concerns across. And I know it helps management too.

Thanks again.

thank you for looking into it Colette. now to make this more interesting I played a tournament tonight for the $55 gsss ticket I had. I also had a generic $55 ticket. when I registered for the event it asked if I wanted to use a ticket or cash. I selected ticket and assumed it would take the gsss ticket but instead the generic one was used. got in touch with sava using the CS chat to try and get the ticket exchanged and he says it is being sent to the promotions department. so now I hope they do the right thing and fix this.

Yeah in theory this is why I disagreed with their decision to expire tickets before. We never had a way to see how many of each ticket we had. Now we do. But before, they would use the generic tickets first, leave all the GSSS tickets instead, and then expire the GSSS tickets at the end of the series. There is no nice way to paint that. It looks like theft of funds.

The good thing about your situation is that at least now, because Colette asked for us, they should convert your leftover GSSS tickets to T$. And that's the only policy that makes sense, given how many system problems there are in the software.

has anybody had their gsss tickets converted to tourney $ yet? I'm still waiting for mine to get converted. I emailed them on monday and yada yada was forwarded to relevant department, still waiting to hear back.

Last time they did this it took at least a week. So I would not be too anxious just yet.

Hi all

The ticket conversions are with the relevant team and should be completed in the next 24 hours - 48 max

Kind regards,

Colette

thanks for your help Colette.

Thank you very much for all your help with this.

Got an email from party yesterday letting me know my account was credited with tournament dollars. All is well. 👍