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GrosvenorPoker.com Support Thread

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jayteejack:
I do not think a complaint should need to be lodged. Everyone knows what happened or did not happen in this case.
Grosvenor customer services along with partners involved should issue a statement of apology and a brief summary of whats being done to rectify the situation. Common courtesy....

Sugar_Free:

--- Quote from: jayteejack on December 06, 2016, 05:39:29 AM ---
I do not think a complaint should need to be lodged. Everyone knows what happened or did not happen in this case.
Grosvenor customer services along with partners involved should issue a statement of apology and a brief summary of whats being done to rectify the situation. Common courtesy....

--- End quote ---


Have to agree with Mark here. Put this into a live scenario, if we"re all sat in the casino with 5 tables left and all of a sudden the fire alarm goes off. We all get kicked out into the car park in the cold and have to wait there for an indefinite time with no one giving any information about what"s going on or when we can expect to get back in if at all. Would anyone accept that?

Kronsdat:
I have still not had anything, other than confirmation that they have received it, about my complaint regarding the tournament crashing. 

My account is still "suspended" too, although I have sent them all the documentation they requested.  The CS guy I spoke to couldn"t give me any explanation as to why an account, which I"ve had since June, suddenly needed verification.  He seemed as mystified as I am.

I totally agree with Mark"s point about what, you would have thought, are fairly basic customer service protocols. 

I would be interested to know if anyone from APAT has spoken to Grosvenor about the tournament crashing, or are we on our own here?

Chipaccrual:
The problem on Sunday was a network wide issue.

I have been in contact with Grosvenor over the past few days, but for a number of reasons, there was a delay in getting information on what happened on Sunday night.

Grosvenor are looking into refunds where appropriate for the affected players.  The issues were intermittent for some players, longer for others etc.

They have asked me to assure players they are looking into this and will reward players with refunds where appropriate but it may be a few days as it needs to all be processed through MPN (The network).



From my own personal viewpoint, this is the first time we"ve had a problem mid-tourney with Grosvenor.  It occurred around 10pm on a Sunday night (11pm Gibraltar time).  I know players would ideally like instant communication as to what"s going on, and whether the tournament is still going to run (I know I would), but that is not always the possible, and this should not give a negative reflection on either Grosvenor or APAT management.

We will endeavour to ensure all our players are treated fairly and provided with the best poker we can.  Hopefully you all know APAT always looks out for the players.  Where possible, I"ve personally got involved with issues that players have had, and I will continue to do that.

Sunday was a tiny blip on what otherwise has been a successful Season 10 so far for APAT, Grosvenor and most importantly, all the players.



Leigh

Kronsdat:
Fair enough Leigh.  I just wanted reassurance that APAT were involved with the issue. 

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