Hello,

I been patient now for three days with no resolution. Party Poker sent out a promotion a few days ago for there casino with there new slot. I beat the promotion only to have my money "stuck" in the slot and not useable now for three days. I missed out on a few tournaments and looks like I'll miss out on the sat 10k today as well. I usually grind sit n go's and can't do my usual either. I don't feel comfortable putting in more money when money is already locked up, preventing me to play. I spoke to customer support in chat telling me to close it out reopen the slot and this should fix it. Didn't do anything.
She then told me to reboot (when I knew this wouldn't do anything) and still didn't fix it. I even reinstalled the software, still no fix. The issue is not on my end its on theres. I called customer support now over 3-5 times, with no resolution. I had one rep take down my number wrong and the supervisor called and got the wrong person. Wouldn't you think to e-mail me? Go above and beyond for your players to reach back out to them. I am a little disappointed on how this situation was handled from the very beginning. The last supervisor I spoke to reassured he call me today at 8pm and was much nicer about the situation. By this the time the sat 10k will already be going. Theres a few hundred dollars in limbo and would like this resolved as soon as possible. At this point I don't even think the technical team even looked at my issue. There should be a priority list when things are escalated. At the very least keep your customer in the loop. I never received one e-mail that this issue was being handled.

If a rep see's this on here I would like them to PM me for my account name and or #.

I'm sorry for the rant, I would just like to play and missing out on a lot.

Thanks,

Michael

Still no resolution...

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spoke to another supervisor on the phone just now. still no resolution, this is unacceptable. you don't hold someone's money until the issue is resolved, you give there funds back. I can't play anything until this is resolved. that is poor customer service. was a great site to me until how poorly this is being handled. talking to customer service, spinning my wheels over and over and over again. asking who else I can talk to and a supervisor who said there's no one to talk to above him. I understand they have procedures, but when you have an extremly upset customer there's always someone else to escalate to. I'm not sure what to do at this point.....

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First call 1-800-GAMBLER. Then, if you really believe they could be doing more, call the NJDGE.
Did you also take screen shots? Did you ask for and write down the names of the people you talked to? Document everything you can. It sounds like an unusual glitch they weren't prepared for and have no choice but to sort out. Those things take time.

I dont get whats happening

This happened to my friend. He also got nowhere with the people he spoke to, but the money was back after a few days. Just wait it out.

I played a casino bonus promotion for fun. I put in X amount and they double it up to a certain amount. I beat the promotion. I closed the casino game and my money wasn't showing in the poker app. if I hover over the bank roll amount it says it's still in play. still right now not resolved. this is crazy. and very unprofessional. I missed out on some great tournaments the past few days. I emailed, i called. and so far only one person said they keep an eye on this for me and call me with updates. another rep under the supervisor called few hours ago, saying "we credited your account with $10 tournament bucks for the inconvenience. thanks for trying to keep me calm but it didn't work. I only keep X amount on the site at all times and I still can't play, and make any withdraws. I really hope this is cleared by this morning so I'm able to get in some majors today. not depositing another dime until this is cleared. we are now on day 4.

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THIS IS GETTING RIDICULOUS

I'm supposed to wait while Party Poker holds my money? For all I know this can take weeks, its very suspicious at this point.

Party Poker customer service is not the greatest, and how they handle situations is even more embarrising.

Thanks a lot for nothing.

EDIT: IF this isn't resolved today, I will be contacting the state commission.

Still 4 days I grt this email which is probably the same email everyone else gets when party poker doesn't know how to resolve an issue. this is bs. sorry for the language.


Dear Michael,

Thank you for contacting Customer Service.

We sincerely apologize for the inconvenience caused. I would like to inform you that we have already addressed your query to the respective department for further assistance in the matter and they are still working on it. Rest assured that we addressed the issue with our highest priority and it should be resolved in the very near future.

Please allow us some more time. I can assure you that it will be done as soon as possible. Your patience and understanding are highly appreciated.

In case you have further questions, we will be more than happy to assist you. We are available 24/7.

Thank you for choosing us as your online gaming site.

Best regards,

Eliyaz

Customer Service
Gamble Responsibly



If you or someone you know has a gambling problem, call 1-800-GAMBLER.


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Wow from us being able to play on pokerstars everyday before BF to dealing with this crap - just horrible.

I haven't played online on the Jersey sites but if this is the kind of crap players have to deal with(plus 2 person payout on high roller tournament lol)etc.. then I am not missing much.

Just reading your posts bro I can tell how angry you are about something that should be relatively easy to fix.

Shame

The site isn't too bad. The customer service is another thing.....still not resolved.

Update:

Still no resolution, supervisor just called me. They now gave me x amount in my account to do what I want with. I appreciate the comp to help alleviate the issue. I just would like access to my funds now. I am also glad it took 4 days for upper management to finally kick in as the supervisor stated there on there technical team with a high priority.
Going to give this a ' little ' (i'm stressing little), more time. Hopefully it'll be resolved soon.

Day 5

STILL NOT RESOLVED.

STILL NOT RESOLVED.

I hear OVER and OVER again on the phone that there "is no one above are supervisor".
You don't hold someone's funds while you work on the issue, you return them back!!!!

WHAT IS WRONG WITH YOUR PROCESS OF DOING THINGS ON THIS SITE!!!!!

I guess i'm calling the state commission first thing tomorrow. My patience has run dry.

this just happened to me.

update?

Still not resolved, after a few days of repeating phone calls party poker actually suspended my account.

they take state regulations very serious which I agree with. I emailed and called back and they reopened my account due to the miscommunication.

they assumed I was not happy with the product line up from party which was not the case at all.

I finally had a really nice rep from the help desk yesterday tell me that the issue was escalated out to the third party that develops there games.

from the very beginning if i knew that by state regulations the money could not just be added to my account I would of been more patient.

some reps on the help desk, help and most don't tell u any information except it's being worked on.

all and all, my experience with party customer service hasn't been so great, but over the last few days they really tried hard to keep me in the loop and I appreciate that.

I'm just wondering how long this is going to take.

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About two weeks, still no resolution.

Why?

This is odd, party must be struggling with something.

I suggest you click on the link below.

http://www.nj.gov/oag/ge/inquiriespatroncomplaints.html

Doesn't matter anymore.

Why not? Did you get your money back in your account?

You don't want to know. There is still an issue.
The casino side of there software does not work for me.
That one game I managed to roll up did. I think you understand from here.

......

So they locked your money up for weeks and the only game that worked was the one you won on, which you subsequently spewed all the chips back?

EDIT: I was ashamed to admit this here after putting up the thread, but I manned up. Sh*t happens.

Sadly yes. It was a decent amount too. Over time if I felt tilt or boredom of no selection of poker games or PLO8 games, I went back to that game. I feel stupid. If the money was able to be taken out right when I won it, this wouldn't of happened. Thats the only game that works for me and @ 2.50 a spin at the lowest setting, its very easy to spin it away.

sucks...

I'm at fault, but the situation at hand was screwed up from the begining.

I'll never do another casino promotion on any site ever again, and when I learned I'm not the only one with the issue, I won't chance it.

So they emailed me today telling me the issue is resolved.

The casino part is still screwed up.

There was nothing to release, so I am not sure why i even received an email.

I lost, oh well.