Please, got the love of God, give us the option to automatically re-buy and add-on during tournaments.

I requested a cash out and was asked to send in documents for proof of address ect.

The email didn't tell me where to send my documents so I just responded to the email with my info. It has only been 2 days but I haven't received anything about what is going on.

I don't mind waiting for the cash out but I would like to be in the know of what is going on. I don't even know if I sent my info the right email address (I sent it to support).

this^^

And allow for a double rebuy during the rebuy period

I sent my documentation in Saturday morning, just now got a reply from them asking for the documentation again. Come on man. So I sent the docs again and wait some more.

Seriously fix this rebuy issue I was in the 10K busted but did not have the option to rebuy. You guys are losing money with this rebuy/addon glitch as you have to pay the overlay.

No add on either

Sent from my SM-N920R4 using Tapatalk

The 1 rebuy/1 addon format has not offered the add on all week, not one single time. It doesn't work. I reported it after the first 2 1r/1a events, they know and their technical team is working feverishly to resolve lol.

Until it's resolved, why not remove the wording from the tournament description?

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I just got an email asking for the documents from me again as well. i just replied with info so im on the waiting game too.

Hi guys

This really sucks to be quite frank with you guys. After the new deployment it all got screwed up. its being fixed, hopefully today or tomorrow. Never had an issue with this before. I can only say Im sorry for the f up its all on us. I throw big freeroll to make it up to your guys. But hey quite a good overlay on the 10k ...

I want to say after the verification process you guys have been awesome irt cash outs

Thanks!

This is getting ridiculous. I put in a cash out request early Saturday morning. Support emailed me back asking for the standard documentation, no problem - I emailed it in. Problem is Sunday they emailed me back with the same email asking for the documentation. I politely told them I already sent it - here it is again. A few hours later, they replay AGAIN with the same email asking for the documents. What is going on? Is there somewhere else that I am supposed to send these docs to other than support@globalpoker.com? Can a site rep help me out? Thanks.

That's what happened to me originally, but once I posted here they were pretty quick to fix the issue. (I had to send it 3 different times)

We get it, yes it sucks for you guys and for the players. Look I get it, I expect glitches and growing pains with a new site.

I can live with growing pains and you guys are fair in your resolutions when you make them. What's not good is when support drops the ball in responding to issues. What is so puzzling to me is that you guys started out red hot from a support standpoint. Timely, even proactive support responses. During this series that hasn't been the case. Why not?

I'll give you some examples:

-I emailed twice regarding the Madness PLO events, the freeroll we qualified for seeing 200 flops that we never received, and the $ buy in game. As you know they were pulled from the lobby the morning they were supposed to run. Although a couple people posted here an email response they got regarding this (not timely, after the events were to have run), I have yet to get any reply to my 2 emails. Still have no idea what is to come of the 200 hands freeroll I earned the right to play and didn't have.

-After the first 1r/1a event didn't offer an add on, I emailed support to report it. I told them no add on was offered at the 2nd break (1.5 hours in). I got a reply that the add on was offered at the 2nd break... it was like they didn't even bother to read my email. I replied back it was not, for anyone, there was no addon at the 2nd break. I never got another reply. Emailed again after the 2nd time, and no response. A week later and this format is still not offering add ons, at the table last night in the 10K there as a lot of confusion at the break about why there was no addon, how do I add on I don't see it, etc etc.

-Last Sunday I played over 500 hands towards the 1000 hand counter for the first 5K weekly game. Last Monday morning the counter was inexplicably reset to zero. I emailed support and never received a reply via email. I also posted here to which you (the admin account) eventually replied and said to contact you on this forum and you'd compensate us for the lost hands from this mistake (it reset by mistake after 1 day). I PM'd you that day and haven't gotten a reply yet to my PM it's been 5 days now.

I know these technical issues are very frustrating for you as Global Poker representatives, and for the company they cost you money and customers. I like to think I'm a very tolerant and fair person and as I said before I do expect growing pains from a technical aspect with any new site. But I have a very hard time with poor customer service. Your customer service has been sharp as tacks leading up to this series, one of the best in the business and that's definitely a way to differentiate yourselves from other sites. This past week has been a real step back in my experience, which I'm also willing to chalk up to growing pains... given the issues with this deployment + new players coming in for the series your service team was probably flooded with contacts. Staying responsive and even proactive going forward will help a lot (and check your PM's here please!)

**A good example of proactive support would have been posting here and/or emailing your players when you took the Madness omaha events down, letting everyone know why and what's up. Not only does that help with customers as we appreciate that type of notice, it also reduces your incoming requests as now you're not getting a zillion emails asking where the tourneys' are and what's going on. Yes we would still be frustrated with the technical issue causing the games to be pulled but a lot less so than it was with no explanation as to what was going on and no timely CS replies on the issue.

Agree across the board with this. Out the gate, boom! All queries were replied to quick and there was a prevalence of customer support throughout the day here. That has dwindled, greatly. I've sent a couple of PMs with no response. One, I resent sent that was already two weeks old and that was almost a week ago.

One thing that made you stand out was the expeditious ways you assisted your customers. That is fading quickly and I'm wondering if it was a mistake to refer a bunch of people over to you.

Profanity filter in the chat could use some work. A player was using the 'n' word with no issue.

I don't think there is a profanity filter. someone was dropping F-bombs the other day. They should probably put one in place, you know, for the effort, but tbh language filters don't really do much as people have all kinds of creative ways to type the bad words so as to not trigger the filter.

I have self filtered a few individuals before (muted), that works just fine.

Can you add auto top off when you fall under original buy-in option?

There is an option for that. Click the circle like icon that is on the chat box. Top right corner.

Does it allow auto top up under 100bb? I do not see it. All i see is under 50bb or 0bb.

I don't use the feature but from what I can see ..... you can either auto top up for max or min buy in when you bust.

You can also choose a blind level to top up from. So you can set your top up to kick in once you fall below 50 bb .. 25 bb .. to what ever you prefer. Click on where it says 50 and you can change it. I never tested if it works or not. But I can see that the number 50 can be changed.

Once you click the auto top up feature you will see the options I mention above.

So, Global Customer Support has gone the way of most of the other sites huh? Several PMs to different reps that have posted here and not a peep in weeks. Pretty ****ty way to handle things. Most players are willing to go through some technical glitches if there is decent customer support/interaction. Just an FYI, customer support is a FULL TIME job not something to bounce in on now and then. I've referred a dozen of more people to your site, two have issues with paperwork getting through/acknowledged. PM'd for assistance and not a peep.

At the end of the week I will tell them that I am leaving the site and they should consider it, too, if you are still too busy to reply. To be clear, it is probably only $1,500 total from all of us and will not hurt your finances, nor is that the intention. It is the principle of the matter. All but three could bankroll as regs in far higher games than you currently run. These are not freerollers.

This was finally processed last night and funds were sent to my Paypal account.

Great posts about regarding the importance of customer service. Even more so for startups like this. Guys, when you disappear, it makes EVERYONE get a little jumpy...which makes EVERYONE think about leaving the site.

Please, hire a few people, dedicate yourself to this venture...it has the looks of something great, but, disappearing/losing sight of the CUSTOMER, will end it with haste.

Hoping to see it turn back around!

So just checked my history and my cashout was denied. No email sent to me to tell me why my info was denied? wtf?

*EDIT*
After looking at the info i sent in, it was incorrect. I am the idiot LOL!

Re-doing my cashout now.