Lack of support is unacceptable!

[mad00house]

Hopefully this doesn’t sound like a rant or a mindless pile of babble, but this is my first post so go easy on me. I would like to bring to the up the issue of support on major sites. I have heard horror stories and experiences them myself and it some cases absolutely ludicrous. I have come up with a few suggestions would like to know what you think about them.

For your viewing pleasure I will list them numerically.
#1. A phone call… yes a phone call. That simple. When we sign up for a poker site we are asked to fill in tons of information. However, what do these sites ever use this information for? Sure when you cash out they match it up with Neteller/Epass/Your Bank and back in the day Party poker used to send you a nice blacked out envelope so no one knew you were a degenerate internet poker player. But why don’t they call you when something suspicious is occurring? When your account has a never seen before IP address log on and start losing large sums of money, where is the call? It can’t be that hard; most major sites have some pretty crafty security measures.
#2. The locked account and hacked accounts. Now these issues piss me off the most(trying not to sound like a rant, but it is ridiculous) . I understand locking accounts is an important part of security for a site, but if you lock my account I better get an email about it no less than 1 minute after you do it. There are a few sites that I am going to call out on this one…
Ex. 1- This happened to me on UB two months ago. A player sat at my table and made small talk after playing a few hands HU. He then asked if I was willing to swap money with him. (Obviously the answer to this is always no. There are too many scams.) After saying no, he gave a little chuckle and told me he was sitting with Annie Duke (his friend or neighbor )and that she would send it from her account to me. Well it didn’t occur to me that someone could hack the account of one of UB’s top stars. Nope. Wrong. 5 hours later account was locked. Now UB was better than most in getting in contact with me, but they proceeded to take back the funds AnnieDuke transferred me. I can’t think of a good real world example of this but it’s pretty repulsive.

Ex.2- If this post had a parential guidance rating it would be NC-17, the very thought of this makes me want to be sick. The situation I am referring to is the mess that is Ongame. Ongame for those of you who don’t know is a network of over 150 sites all playing on the same platform. Now because of this set up support is garbage, or nonexistent to be exact. This example comes from a very close friend of mine, whom I cannot mention due to the pending matter of his account. For the sake of the story we will cal my friend Hero. Just recently Hero’s account was blocked by Ongame. Hero contact live support, live support informed him that they didn’t know why it was blocked and they needed to contact Ongame to find out. Days turned into weeks and Hero still doesn’t know why his account was blocked, nor has he received an email from Ongame. How the hell does that happen? It has been over an month and this player doesn’t know why his account has been blocked, mainly due to the poor business structure and did I mention the support is outsourced! Yes they outsource their support! Now back to my friend, the little information he has received has been 2nd or 3rd hand as it has been passed down the chain of command and when it gets to him it has read “Your account has been blocked for security reasons.” Well NO [censored]! Obvioulsy security had something to do with this, but now that you know everything is ok, maybe you could be so kind as to unlock the account? Or if something is wrong, maybe you could mention that too. Regardless, something, anything?


In closing, whatever happened to the customer is always right? What we think does make a difference, but it will only make a difference in number. So going forward if something happens to the extent listed above, let it be known. Talk to the sites, become friendly with support, it helps. Ask for more security on your account, ask for a phone number, ask to be treated like a paying customer.

This went alot longer then expected. Hope it is enjoyable.

mad00house

[CASINOCASINO]

Because of all the recent incidents with the integrity of online gambling I think its should be a mandatory upgrade to increase secuirty measures so that the public feels secure with having funds online. Any site that does not improve their secuirty is going to lose a select group of customers who truely care about this issue.