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Old 09-05-2017, 09:05 PM   #1
Mookman5
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Missing Hand Histories on Global Poker - RESOLVED

I have tried resolving this issue via email back and forth to support@globalpoker.com. I will include my emails up until tonight, where I just sent one and I am awaiting a response.

This is my initial email:

Quote:
Mon, Sep 4, 2017 at 7:57 PM
I am using the client to look up my hand histories. I am making sure it is on Sweeps Cash and not Gold Coins. I cannot get any hand from September 3, 2017.

I am very curious about one hand I lost playing 1/2 PLO Sweeps cash.

The client will not sow anything past the early morning of September 2, 2017.
This is the initial reply from a Global Poker Rep:

Quote:
Sep 5, 4:46 PM AWST
Thank you for contacting the Global Poker Customer Service Team.

We would like to ask some information for us to help you find that hand that you wish to.

-Table Name
-Date and Time happened
-amount of wins/loss

As always, we expect full cooperation from you.
My reply:

Quote:
Tue, Sep 5, 2017 at 10:09 AM
I don't not have the table name
The dates are late September 2 and early September 3, around midnight to 1am.
The hand in question was at 1/2 PLO and I lost $200 on the hand
This is the reply from Global Poker

Quote:
Sep 6, 6:29 AM AWST
Thank you for providing the information. We have checked and it seems that you played a few Omaha games on the said dates. Can you provide us additional information such as the cards that were dealt to you during the said hand so we can try to locate the specific hand that you are referring to.

Also, you can view your hand history by clicking Profile >> Hand History. Make sure to update the date to show Hands up to the current date. Let us know if that works.

Should you need further assistance, please do not hesitate to contact us via support@globalpoker.com.
Here is my reply

Quote:
Tue, Sep 5, 2017 at 6:34 PM
I have tried using the hand history tool on the site, it will not load anything past September 2 around 132am.

I do not remember my exact cards. I know I had 2 clubs, one being the Ace of clubs. I thought I flopped a straight. On the turn there were 2 clubs on the board. All the money went in on the turn. The river came and it told me to reload. I think my opponent had 2 kings In the hand. I assume they made a full house on the river, but I didn't know the board paired. I know it cost me $200.

I will keep trying the HH tool on the site but nothing loads after September 2. Nothing after my 2/4 plo session.
In summary I played some late night PLO sessions. I remember losing a $50 pot at either .25.50 or .50/1. After that I sat at a 1/2 PLO Table and lost a $200 pot. I admit it was late and I was tired. I thought I flopped the nut straight, then on the turn still had the nut straight with nut flush draw. Then river came and I lost and before I could see the card a message asked me to reload. I was very confused.

After the last email from Global Poker I decided to play a few hand at .25/.50 PLO to see if it would show in my hand history. They did. What is missing are the hands I played the evening of September 2 into the morning of September 3. Here is a screenshot I just took using their client. I am not sure what to make of it, but there are hands missing that I played and lost in a way that I was unsure about. Perhaps the board was paired and the player made a full house, but I am unable to tell. Global Poker tell me there are hands from the missing dates, but cannot provide them and they are not showing up in my Hand Histories.

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Old 09-06-2017, 04:52 PM   #2
Mookman5
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Re: Missing Hand Histories on Global Poker

Sorry to bump my own thread.

I received an email from Global Poker earlier today after I sent them a picture showing them hands were missing from my hand history.

This is the reply I received:

Quote:
Sep 6, 1:44 PM AWST
Thank you for contacting Global Poker Customer Service.

All hands played in Cash Table will show on hand history page. We can see here that you also played on the said date in Gold Coins table. Kindly check your hand history for Gold Coins as well.

If you have any other concerns or inquiries, please don't hesitate to contact us.
I am not talking about Gold Coins. The support person earlier in the email chain said this:
Quote:
Thank you for providing the information. We have checked and it seems that you played a few Omaha games on the said dates.
That was after I told them it was late September 2 and into September 3. I would like to understand why there is not a valid explanation of my missing hands. I know the money I lost is not there, but no way to account for it. I would hope a rep. could help me understand what is going on.
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Old 09-08-2017, 11:17 PM   #3
Mookman5
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Re: Missing Hand Histories on Global Poker

[IMG][/IMG]

It seems the Global Rep on 2+2 has chosen to ignore my post, they have posted in other threads. They have ignored my Private Messages about this topic.

I have a hard time understanding why I am missing hand histories that Global Poker admit I have but cannot produce for me, and are not available to my account when I log in to view my HH's. Is this not required? Do they have a regulatory commission in which I can make a complaint? I find it odd they have their own sub forum on 2+2 but yet blatantly choose t ignore my thread
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Old 09-10-2017, 08:50 PM   #4
GlobalPokerCSadmin
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Re: Missing Hand Histories on Global Poker

Hi Mookman, just sent you a message.

Look forward to hearing from you.
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Old 10-11-2017, 12:29 AM   #5
Bobo Fett
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Re: Missing Hand Histories on Global Poker

OP PMed me (quite some time ago ) to let me know this was resolved.
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