I contacted Global Poker today via their facebook page (MOD EDIT: the wrong one; see below). I get a response that says they will not unlock customer support to me until I share their page. So unless I want to advertise I gamble online to family, friends and clients I am not allowed the privilege of customer service.

I have shamefully spent more than $1500 on this site since I found it. I was only attempting to get verified in advance due to the dozens of horror stories I have been hearing on the poker tables.

This is very unprofessional, it's disgusting customer service. It really is starting to feel like a fly by night company.

A shame. A real shame.

Take my money but refuse to give me customer service to get verified unless I share their stupid social media page?

Weak.


MOD EDIT: Since revealed to be the wrong Facebook page.

Screenshot of them telling you this?

I'm skeptical, because no one has ever reported something like this before... not even the people who have been in this forum with verification issues screaming fraud and scam. If someone from Global actually told you that you must follow and promote them on social media to get customer service help, that would be outrageous. Completely, utterly outrageous. Also, a huge PR problem that is common sense they don't want. It sounds so outrageous that I need to actually see it to believe it. Nothing personal OP. I sincerely hope this is a misunderstanding because if it happened that would not be good to say the least.

Customer service has been in large part good to me. They have been slow at times via email, which I understand is the backlog created by their unexpected growth rate and staffing. They'll get better at that. Their email backlog got so bad at one point that the put "all hands on deck" for emails and temporarily abandoned this forum, which I thought was a huge mistake personally. They really should have kept 1 person dedicated to responding here first and let everyone else attack the email tsunami.

But they have since put Kimbr back into responding in this forum, I assume first before she tackles emails. But whatever her marching orders, she's been wonderful here in this forum with responses, keeping her cool, and helping people with their issues. I feel like she's repaired a lot of the damage done by the initial abandonment of the 2+2 forum.

Over all they have been good, resolved my game/technical issues in a fair manner even if not always as fast as I'd have liked. They have always been professional and courteous with me. If what you described did happen however I agree that would be incredibly unprofessional, to the point that if I were in charge, that representative would receive a stern reprimand, and if not a first offense, quite possibly lose their job. So again I hope this is just a misunderstanding.

IMO their customer service is lacking in 2 areas, both of which are fixable:

1) There is a clear lack of poker knowledge/expertise. They know the basics, but make mistakes that someone with some reasonable expertise simply wouldn't make. I mentioned this before but I think they need to bring someone onto the team who has this level of expertise to guide the group on the technical aspects, as well as provide some insight into how poker players think and respond to these issues. They are marching in a delicate area, in a post black Friday US market with lots of people skeptical already about online poker and certainly about a site touting it's legality. At the very least, contract with a poker consultant who can be tapped for the technical questions and consulted with for their take on common (or uncommon) player issues.

2) They are short staffed. I'm pretty sure this is a product of their growth, which seems like it must have been much faster than anticipated. And they weren't fully prepared staffing wise, thus the back logs. They are already working to add and train more CS people so the way to fix this issue is already in progress and I feel this aspect has improved recently and will continue to do so.

As players and customers I would encourage everyone to bear these in mind. Give them some leeway on response times in the short term. Nothing unreasonable, if you emailed about an issue and haven't gotten a response for 5 days then by all means go ahead and ask again, or post here. But people that are trying to resolve their problem by emailing 3 times a day for several days in a row, are not going to find resolution any faster and they are in fact part of the problem by sending unnecessary, redundant emails which global staff now have to sort through as they work to help not only that player but others. And if you have a poker issue, and it seems like the CS rep may not be grasping it, just try and explain it in simple terms, without talking down to them. These are people too, and they want to help you! Being a bit more, diplomatic, shall we say, than some posters in this forum have been will go a long way. More flies with honey than vinegar after all.

right here..

https://www.dropbox.com/s/b1qk6770j1...nshot.jpg?dl=0

Wow. I would truly be embarrassed if that was us. Please like our OFFICIAL Facebook page via https://www.facebook.com/globalpokerofficial/.

Can you provide your GP username so I can check the status of your cash out request?

Wow, I would guess that is part of their marketing. Isn't that common with business accounts on Facebook though? Need to 'Like' to get access to coupons, special offers, etc... It does seem pretty odd to be so direct like that.

The rep here has been pretty on the ball the last month or so. I would think that she will contact you and try to clear up the problem. I think as glutenfree mentioned, there is some lack of poker experience within different aspects of the company. When you add in the expectation of direct access it gets frustrating.

Personally, customer service has been pretty good to me, also. I get email or PM replies without much time going by, not in an hour but certainly within 48 hours. Other people posted that they not only had access to customer service on FB messenger but their issue was resolved during the chat.

I wouldn't say fly by night, but definitely seems to have outgrown their infrastructure much faster than expected.

SmashYourAce - You do realize you contacted the wrong Global Poker facebook page right? There are two different ones out there

SmashYourAce - I have $100 pending - I did it just so I could rush verification - so this isn't you?

Yup. Not us. I just sent you an email. Let me know as soon as you've replied.

I replied. I will also delete the bad info in OP.

No, that's not them. Thank goodness.

I agree with a dewd that it's common marketing these days to give perks and promos to FB and twitter users who follow and retweet, but no business should ever require this activity to get customer service. Never. Ever.

Wow, that is pretty shady. Good thing you did not like their page and they talked to you. Could have given up your info to someone voluntarily and they try to steal your funds. Someone in another thread mentioned that their money was dumped to one player when their account was compromised. I wonder if this could be how it happened.

Even if they are not doing anything shady, what is the point of pretending to be an entity you are not?

Can you be awesome and cancel my pending withdrawal ? SmashYourAce username

Is this still the facebook page?

SOMEONE HELP US!!!
Ok ,let me start by saying that i am a online advertising and marketing consultant for GLC and my buisness is based on placing ads on sites like Facebook, Google, Twitter..ect... I myself have literally placed over 1000 ads for global poker on these sites to draw attention to the site and to attract new players. I was very excited abput Global when i first heard about it, and I became a member about 3 weeks ago myself . I had been hearing all sorts of stories , good and bad involving the site and especially the cash out problems. I had been blindly placing ads without knowing personally if these rumors were true , so I had to see for myself. Within a 14 day period I deposited over $40,000 to Global poker through PayPal. I started out winning big each day and after the 4th day on the site I decided to cash out $10,000 of my winnings . I was emailed regarding my cash out and asked to provide the verification documents, which i understand. They wouldn't accept most of them, So i went ahead and provided two dozen forms of ID, credentials, bank statements ect.. Just so that i wouldn't keep having papers be rejected. They cleared that up within a day and verified my account and within 48 hours they sent $10,000 USD to my PayPal account. Hallelujah right? All seemed well and I was very pleased with thr site and response time from customer support. HOWEVER, that first time must have been a fluke of great service, because the last 12 days have been nothing short of insanity! 4 more cash out attempts were denied, and they made me keep my funds on their site...well as my gambler will tell you, if you dont walk away while your ahead you eventually lose it all. After a total of 6 additional cash out requests and dozens of emails having to verify my identity during every single cash out request, they approved a $500 cash out.. I asked for $5000 , and I got 10% approved. After buying in for $40,000 , and winning an additional $20,000 , I have only been able to cash out $10,500. It has become clear to me that they intentionally deny or slow down any sizeable cash out request, hoping you will continue to play through your funds! I am now down to a balance of $3,000 ....so all together, due to their system of denials , I have lost $46,500 of my balance! Furthermore, I was repeatedly told that I HAD to play through 100% of my balance .Meaning I had to lose, gain, or put on the tables, all of my funds throughout my gaming, in order to cash out. This is insane ! Casino's are money making machines, and the take a global poker is very large, so when you can make money fairly, why leverage players balances against them and force them to gamble? If you think all this sounds bad, here is the worst part...My first cash out, of $10,000 to PayPal, the one I was soooo excited to get, is now locked in my PayPal account and frozen!! YES FROZEN! PAYPAL has notified me that I can no longer use PayPal ever again, after being a 10 year account holder with them ! My $10,000 balance will be held in my frozen account for 6 months, so that Global poker or their payment center have the chance to recall or reclaim my funds! If after 6 months, my money is still in the account, PayPal will send me instructions on transferring it to my bank account! Clearly PayPal wants nothing to do with VGW and my winnings have now been confiscated for 180 days! Of course global poker wouldnt even respond when i emailed them about this issue and I've waited 10 days to hear back on the matter. The day after PayPal from my account, I attempted a smaller cash out from global after winning a tourney..all of a sudden they had a brand new payment processor called Worldpay that sends your cash out straight to your bank account. Global represenatives told me that i was fortunate to be part or a new trial with this payment method for cash outs...lol what they didnt say is that PayPal has been keeping customers money, and this new payment method is now the ONLY way to buy in or cash out! Im nearly broke, scared, financially stressed and i cannot retrieve MY money from the site or from PayPal! The first ten days on Global poker, customer support answered me daily sometimes multiple times a day...the last 6 days i havent had a single email from a rep, or a stays on my cash outs. bottom line, I feel like I've been cheated, financially raped, and emotionally abused by Global Poker! I wish a represenative would call me or email me and just let me take my remaining funds out and be done with it! I paid a very heavy price to find these flaws in the site! Unfortunately for Global Poker, my company is responsible for advertising their site on over 600 of the biggest search engines and social media sites online and I am now on a mission to replace their gaming ads with warning ads about the site! Tomorrow morning we GLC is scheduled for a video conference with Facebook's VP of advertising and their marketing team to discuss how to proceed with global poker ad contract . it is my hope that Facebook will see the concern in these stories and damage being done to its members on Facebook that follow the link to Globals site. IF GLOBAL POKER REALLY WANTS TO HELP ITSELF, BE CONCERNED ABOUT PLAYER CONCERNS! make a effort please ! And just in case any representative from Global wishes to discuss this issue in detail, and help it's company's image , feel free to email me at richardjosephguercio@yahoo.com OR call me directly at 1-765-655-6103! I would be more than happy to work out these issues and advocate for your site again! Good luck members! Rant over!

You should really rewrite that whole thing to at least make it somewhat believable.

And you should really do your homework, look up my name, my company, and ask questions or ask me for documentation on whatever you see to be not credible... I can provide proof of every single thing I have stated in my response. If you talk or engage someone in conversation instead of accusing them of lying, you might not feel like such an idiot when you learn is factual. And if you don't believe what global poker is doing to me or you dont believe my job title or company's involvement, give me your email address and ill send You every single piece of proof you require!

If you do business with them, why are you not contacting them?? They are your client, yes? The rep here isn't a decision maker, he is a messenger. The post rambles on about a lot of stuff. You do know Global has an account t directly with Facebook, like most companies. You pay advertising right from your account page.

You work for the company without a corporate email address? If it is all real, I'd be very concerned that Global would hire a company without a company email. I mean, they're free with your hosting plan.

Also, if you are completely honest in your post, then you are severely unprofessional. I'd fire your ass on the spot.

As the ad rep, why d you not contact the people that actually hired you vs a call to as in some random forum thread? I like facts and logic, there is no logic to an adman bitching in a random thread about a client and giving them a 'warning' vs contacting them directly. If everything you state is true and real, they should fire your firm minutes after seeing your post.

So, taking your direction, why did you not contact them directly?

Global/Paypal: Please send this man his money. He desperately needs a new keyboard. His "Enter" key is broken.