I recently started playing on Global Poker again after about a year of playing exclusively live. I was doing poorly in tournaments and sng's but winning at cash.

One day during the eagle series I buy into a few tournaments and sng's. When the first sng pops I can not see the board cards. I can see my hole cards but not the flop turn or river. I take some screenshots. I shove a few hands and lose.

I unregister from the other sngs and tournaments and contact customer service for tech support and to request a refund of the 17$ for the sng. I get the standard no known issues response and they refuse to refund my 17$....

Their logic was basically that hey, you played the hands even winning one. And there were no connection issues that made it impossible to play.

Now I realize the tech support people may not fully understand the game of poker so I start a dialogue explaining the disadvantage I was at and that no I wasn't able to play or use any strategy.

Long story short after this exchange goes on for awhile, I tell them to cash me out and to close my account. Which seems petty for 17$ but left me feeling like I wouldn't be able to trust the site to pay me out if I did make a big score.

The point of this thread is really to say play at that site at your own risk. And know that if something goes bad, their "support" will probably not give you much support.

I feel like I already wasted more time than this deserves, but I told them at the end of our exchange I would share my experience so here it is.

Why not post the screenshots and copies of the emails with customer service?

I deleted the screenshots after the email exchange but should be able to download them from the original e-mail. I've also edited the thread to remove my email address, otherwise its unaltered.


Domel Gerilla (Global Poker)

Oct 25, 3:35 AM AWST

Hi James,

Thank you for your response.

After checking your concern, we can confirm there were no reported incidents same as to what you were reporting. We believe this is an isolated case and we strongly suggest you check your internet connection, if this happens again.

We also reviewed the entire tournament and can confirm you did not had any issues on the succeeding hands you've played and won the next hand.

If you will need further help, please feel free to contact us again.

Regards,
Marshall


Oct 25, 2:13 AM AWST

Perhaps I didn't adequately explain the situation in my first e-mail. Although i expected a person providing technical support for a poker site to have the rudimentary understanding of the game that would render my explanation unnecessary. There are 7 cards in texas hold em the two each player is dealt and 5 board cards or community cards. Not being able to see the board cards means a player is unable to gauge the strength of their hand, effectively eliminating their chance of success. The 5 BOARD CARDS WERE NOT DISPLAYED TO ME. I sent a screenshot showing the fact that the board cards were not displayed and the response did not address that.

Sent with [ProtonMail](https://protonmail.com) Secure Email.

‐‐‐‐‐‐‐ Original Message ‐‐‐‐‐‐‐
On Wednesday, October 24, 2018 11:04

> Hi,
>
> thanks for getting back to me. My configuration is the same as it always is. I will attempt the troubleshooting steps you outlined. I COULD NOT SEE THE CARDS you should easily be able to verify that based on the screenshot I sent.
Thank you
>
> Sent with [ProtonMail](https://protonmail.com) Secure Email.
>
> ‐‐‐‐‐‐‐ Original Message ‐‐‐‐‐‐‐
> On Wednesday, October 24, 2018 10:44 AM, Global Poker <support@globalpoker.com> wrote:
>
>>



Oct 25, 2:04 AM AWST

Hi,

thanks for getting back to me. My configuration is the same as it always is. I will attempt the troubleshooting steps you outlined. I COULD NOT SEE THE CARDS you should easily be able to verify that based on the screenshot I sent. I can not be expected to pay for your service when it is not functional. I am not in the habit of contacting my credit card company to resolve merchant disputes but if this matter is not adequately addressed by Global Poker you will leave me no choice but to contact my credit card company. Thank you

Sent with [ProtonMail](https://protonmail.com) Secure Email.

‐‐‐‐‐‐‐ Original Message ‐‐‐‐‐‐‐


Domel Gerilla (Global Poker)

Oct 25, 1:44 AM AWST

Thank you for contacting Global Poker Customer Support.

We are sorry that you're encountering issues while playing on the site. We do not have any reported Technical issues or scheduled maintenance at the moment. While we understand that it is really not ideal for poker players like you, we advise you to perform some troubleshooting steps to avoid any issues while playing on our site:

- Make sure that your web browser is updated to the latest version.
- Make sure that you have a stable internet connection.
- Try to launch the game without any other programs running in the background.
- Please try other web browsers (Google Chrome or Mozilla Firefox).
- Please access your account using a different device. We highly suggest that you use your desktop or iMac for the best gaming experience.

If the problem persists, may we suggest that kindly log out from your Global Poker account and then try to optimize again your web browser by clearing cache and cookies. Rest assured that we do not stop on monitoring our servers to best improve our games and services for valued players like you.

We do apologize but there will be no refunds in this case and after checking your account, we can confirm you were able to finish the tourney after the hand shown in the image you sent us.

Hope this information helps.

Thank you for bringing this up and good luck with your games!

Kind Regards,




Oct 25, 1:16 AM AWST

I just played a tournament and was unable to view any of the board cards. I would like a refund obviously but I would also like to request assistance to find out why this happened.

Tournament id:72425
Historic id:5bd0a2c837302af61bf95423

This sounds like a memory issue in your browser. Most browsers suck. I've had good luck with Opera.

Insulting customer service is likely to get you banned from the site. They don't like that.

QL

Yeah I actually think I figured out what caused the issue. Chrome updated my ********* which had never interfered before. It really is the only thing I could think of. Unfortunately I didn't think of it before asking them to delete my account so I couldn't check it for sure.

My main issue here was what I perceived as a total indifference from customer service. If you look at their response they based their decision on the fact that I could connect. And that I won a hand when I shoved my pocket kings and they stood up.

I mainly play live because I don't trust online poker sites after the Pokerstars thing on Black Friday. I wasn't really worried about getting banned.... I decided when I got the first response to close my account.

Hi, there. Sorry to hear about what happened. If it's okay, can you please provide your Global Poker username so I can check your account and have a better understanding as to what happened? Thank you and I hope you're having a great weekend.

I messaged you