I have a serious problem with one of their legalized online poker rooms and need to contact them but there is literally no way to do it as far as I can tell.

https://www.nj.gov/lps/ge/inquiriesp...omplaints.html

The internet gaming dispute form link leads to nothing, they do not answer emails ever, and when you call the number for help it instantly goes to someone's full mailbox and hangs up... I don't understand how they're allowed to exist or hold any power whatsoever.

I thought the whole point of these new legal poker rooms was so they'd finally be accountable for their actions, but this seems worse than even the shadiest of off-shore sites I've dealt with. Does anyone know the next level up in government I should try contacting? Who is supposed to oversee the overseers?

in many philosophical traditions, non-existant object cannot have properties (like "being a joke")

Firstly, please rem that it is a govt. agency. I mean have you ever had a positive customer service experience at the drivers license office ?

But to answer your question and try to help. The DGE in NJ is under the Atty Generals office as is the case for most state gaming agencies.

I wouldn't suggest heading up there just yet.

If the process laid out on their website is not working for you then I would suggest calling the office the director, highest ranking person at DGE.

https://www.nj.gov/oag/ge/director.htm

I seriously doubt it will ring his phone but most likely his executive assistant. That's the person you want to get on the phone.

Once you do, be polite and non-confrontational, simply explain you have experienced a problem with an online site (keep the details very light just say you have had a problem). Then explain you have tried to use the process but it simply does not work and you dont know what to do and would he/she have any ideas about who you should contact.

He/She will most likely put you in touch with a manager or senior person in online . Then when you call that person simply say that you've spoken with directors office and (he/she insert their name) recommended you call them.

Once that manager hears "directors office" you will have their full attention.

good luck.

but if this involves site charging too much rake please disregard all of the above

(fyi and ftr.... DGE is actually one of the better run state agencies in the U.S. )

p.s Tutejszy... you are a strange bird

How much time has passed from your first email?

Did you try to resolve the issue directly with the casino first by making an 'official complaint' and include documentation in your email to NJDGE? (if not, that's what their first response will request)

Did you just kind of send them a rant (like op)?

What is the issue?

Yeah what's up with this. Do they exist or are they a joke? Gotta pick one and stick with it.

This link worked for me in getting to the Internet Gaming Dispute Form:

https://www.nj.gov/oag/ge/docs/Inter...isputeForm.pdf

It did take a long time to load. "Long time" meaning something like 50 seconds.

What response did you receive when you filed your complaint directly with the casino license permit holder following the procedure identified on their website?

Thanks for the help all! Let me try to answer all the questions.

PTLou I know the DMV is no picnic but I've always at least been able to get someone on the phone from them. I will try to contact the director like you said.

Twitchy it has been 3 weeks since I first left them a voicemail and sent them an email. I did try to resolve it with Pala casino directly, rant-free, and was more or less told they can do what they want. The issue in question regards their blackjack game. Their app is very buggy and closes a lot for no reason midway through hands. That would be fine if I could just reconnect and finish the hands I was playing like every other online casino in the history of the world allows you to do, but instead this software actually automatically stands all of your hands and then hits the dealer like normal. I got deep into a 100x wagering signup bonus before I encountered it so it happened to me a couple dozen times times costing me heaps of EV. I did not get any documentation about the complaint as it was all done over the phone.

That is very odd lego, I have let that page sit open for long periods of time, both on Chrome and IE and nothing ever seems to load beyond the page saying to please wait for it to load. I updated adobe reader like they said and everything. I was able to get a download started for it from my phone but the PDF file I received was just the same blurb about waiting. What browser are you using?

Gregorio, they told me their software is approved by NJ gaming and tough titties, essentially.

Ok still won't work on Chrome but I let the page load for a minute on IE and I finally got the form. Thanks for the nudge Lego.

The DMVs around my area are quick as lightning these days. It was like 10+ years ago it was like visiting hell wasting hours there. The new DMVs are quicker than visiting a packed grocery store.

Nj is full of corruption unfortunately

Sent from my SM-N950U1 using Tapatalk

Repaired your post

Sent from my Dell Laptop while exploring BFA World of Warcraft expansion using Windows 10.

Send an email to support with 'Official Complaint' in the subject. Explain the issue with as many details as you can.

Let them know that you intend to bring this issue to the NJDGE if they are unable to help you.

Basically they don't have to worry about any heat from NJDGE about a player who hasn't filed an 'official complaint' since it's a mandatory first step in getting NJDGE involved.

The 'official complaint' should get the attention of someone who is able to help and they will probably just pay you whatever seems fair to avoid getting NJDGE involved.

Edit: Also, 100x wagering is nuts and calculating equity of a bug while clearing that kind of bonus will be basically impossible.

ill take one more stab at it to help you, cuz I am not sure you digested my suggestion.

Call the directors office and get to his admin. DO NOT go thru all the stuff above with admin cuz honestly I am not even totally clear on what you are talking about, but it is not relevant just yet

To the directors admin just state you have a major problem and you have been unable to get even a response from the established procedures AND it doesn't just effect you but ALL players . IF pressed just be ready to give VERY high level detail. 20 words or less.

Admin will give you name or better yet directly transfer you to appropriate manager. Once you get to them make it clear the directors office told you to call. Once that manager hears the word "directors office" you will have their FULL attention.

THEN with that manager go thru all the above.

Your success / fail for step one will be totally dependent on the rapport you can quickly build with Director's admin on the phone.

NJDGE will just tell him to go file an official dispute directly with the casino. (simply an email or phone call doesn't count, has to be 'official', which usually just means sending an email including something along the lines of 'this is my official complaint')

I would actually recommend just making every issue you bring to support an 'official complaint' - it's the only kind of complaint they have to legally attempt to resolve and will get you out of the lower level support loop immediately.

https://www.nj.gov/oag/ge/inquiriesp...omplaints.html

The poster in the most recent post before this post does not get it.

just follow that plan, Spring, and let us know what happens.

another day another troll

Didn't expect this thread to be on top still O_O

PTLou now that I got the form to work I just want to give it a little time to see how that plays out and if nothing comes of it I promise you I will follow your instructions to the letter. Thanks a lot for them. If Twitchy is right I will probably just be referred back to Pala casino to file an "official complaint" if my live chat and phone calls weren't sufficient for that.

I will let you all know how things turn out.

I agree 100x is pretty crazy Twitchy, but it's still +EV and I'm trying to get accounts going at most of the legal online casinos to take advantage of the reloads and such.

Also I know this is a little mind boggling (even to me), but I'd rather they just fix their software and stop robbing people than give me a monetary refund. Realistically it probably cost me $100 in EV at worst and I won $400 getting lucky on top of the $500 welcome bonus anyway.

just saw this, but after I wrote the 2nd post. woops

Just to be clear though my suggestion was to contact the admin of the director. not the director. those are related but two different things.

That exact approach for large organizational, C Level selling (which is spot on who you are targeting) is outlined in the book "Selling to Vito". One of the most beneficial organizational selling , strategy books I have ever read.

The part in that book where it discusses how to cold call Vito and get what you are hoping, and how the admin is the pivotal part of tthat would be the most important to you or others who do the same thing for any other reason.

Twitchy is 100% correct. If you fill out the form you will eventually after some unknown period of time (could be a day could be two weeks) be told to file a formal complaint at Pala.

Alternatively you could go the other way and get a better result more quickly.

Have that form submitted before calling Director's admin.

IF you have gotten response before calling them THEN say response doesn't make sense because players are getting hurt, or not treated fairly and you believe its a DGE issue as much or more than a pala issue (assuming it is at least partially the case) and really need to speak to someone at DGE.

IF you haven't gotten the response THEN say you submitted it and have gotten no response just like other paths you tried.

Not trying to argue here, but FWIW,

I've gone through what OP is going through have probably had no less than 300 interactions with NJ online support since they first launched. Borgata, Party, PlayMGM, 888, WSOP, Stars... although, not Pala. But they are part of the same license as Party/Borg so I think official complaint would be on the radar of the same people.

There is no chance bugging (or attempting to contact) Mr. Rebuk before making official complaint to Casino will accomplish anything - other than being told to make the official complaint to Pala and come back if you still cant work something out.



I just realized The old Revel and Hardrock online casinos are both now open as of a couple weeks ago, prob have best promos because so new.
https://www.nj.gov/oag/ge/gamingsites.html <--full list

no problem and not an argument at all.

But FWIW

I'd guess any player that has had say 5-10 interactions with any state gaming gaming dispute staff is likely a known entity among the people in that office.

Someone like yourself who has had at least 300 interactions likely has a picture on their wall and comes up regularly in the break room just for their internal lolz. This might have impacted your experience for your interactions 5 through 300.

Also I didn't at any time suggest anyone contact the Director (be careful.... this is a trap).

is this the nextet game or whatever. its frozen on me, but whenever i got back it was where i left off. i never had it perform for me while i was gone. that game is buggy as hell, always freezing, goodluck

I'm not sure what specific blackjack game it was I think it was just their first option. Couldn't tell you now as I can't even log in outside of New Jersey.

Thanks Twitchy, Oceans didn't have one yet last time I checked. Sucks they require you to be there for 8 days straight to capitalize on them I'll never be there for the long. Hard Rock is another 100x sadly.

I'm guessing you don't have much experience dealing with NJ online.

When you contact partypokerNJ support, you deal with the same people that the rest of the world deal with. (I believe they are located in India?) PartypokerNJ makes up a VERY small piece of their pie.

When you contact 888NJ, you deal with support out of somewhere like Aruba, same as 888 rest of world.

Unless you make an 'official complaint' - it's extremely difficult to get the attention of anyone competent.

Pokerstars is an exception to this rule (their support is very competent), and, as I said, I haven't dealt with Pala.

In all of my issues over the years, I haven't had to interact directly deal with the NJDGE. No site wants to do that and as long as you're reasonable you should be able to avoid it.