Amateur Poker Association & Tour
Poker Forum => Online Poker => Topic started by: Grosvenor Poker on November 17, 2016, 13:18:27 PM
-
Hi all,
The new Grosvenor Poker software is now up and running, and to ensure we can keep track of any issues players are experiencing I would appreciate if you could post any problems you encounter on this thread only.
Please remember to contact our support team prior to posting in this thread - support@grosvenorcasinos.com.
I will post the most common problems and answers that players are experiencing as this may help you with any problems you have.
Thanks,
Rory
-
Hi Rory
I have contacted support about login problems. I have just got a new tablet and couldn"t log on, tried changing password thinking it was that. Tried at home on my Mac and it also gave me login unsuccessful. Had no problems a week or so ago.
Had to get my fix elsewhere. Any ideas?
Paul
-
Hi - My son has joined APAT tonight, and we are both in the Main Event. I"m regged in the PLO, but he gets an error saying he"s excluded due to a detected association with another player.
How come we can both play one game, but not the other? And in this day and age, it sucks that people in the same house can"t play the same event. If people want to share screens to cheat, they don"t have to be in the same house to do that.
-
The event tonight has just become farcical! The Grosvenor software has totally crashed and won"t deal any cards. Meugh - what a mess.
-
is this a wind up?
How can you support crap?
-
Hello, is there anyone out there?
What is going on, how long to we have to wait?
-
oh well off to bed.... will be interesting to see what compensation my wasted 4 and a half hours will be given.
obviously money back is a given. maybe 109 tokens or a freeroll for certain amount for all those still in or both
-
What a farce.
-
not looking good for this tournament
-
:"( I was chip leader and feeling good
-
Would be nice to know if this is cancelled or not - don"t particularly want to sit here for another hour just in case it restarts
-
anyones guess who was chip leader- no lobby for 30 minutes- still sat waiting for restart. Am big Cl on my table..
-
we are up and running again for one hand and now the break. so hopefully in five minutes we are back to normal
-
anyones guess who was chip leader- no lobby for 30 minutes- still sat waiting for restart. Am big Cl on my table..
blatant brag!!
-
we are up and running again for one hand and now the break. so hopefully in five minutes we are back to normal
and then half a hand after the break....... then crashed again.
ffs this is ****e.
-
:(
-
Once the game came back, the site knocked me out of the PLO game. It only took me a minute or so to get back in but because it was heads up, I"d lost about 80K in that time. Joe kindly agreed to chop it though, thanks Joe and wp.
-
oh well off to bed.... will be interesting to see what compensation my wasted 4 and a half hours will be given.
obviously money back is a given. maybe 109 tokens or a freeroll for certain amount for all those still in or both
as it restarted and did compete tourney there will be no refunds or compensation.....
-
oh well off to bed.... will be interesting to see what compensation my wasted 4 and a half hours will be given.
obviously money back is a given. maybe 109 tokens or a freeroll for certain amount for all those still in or both
as it restarted and did compete tourney there will be no refunds or compensation.....
Maybe a refund, but thats all we"d be entitled too at best!!
-
I have registered a complaint with Customer Services about last night"s non-event. I"ll let you know how that develops.
Meanwhile I now find I can"t log into my account and the CS guy told me that my account has been suspended. ???
Impressed? Me? Not a lot.
-
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....
-
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....
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?
-
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?
-
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
-
Fair enough Leigh. I just wanted reassurance that APAT were involved with the issue.
-
UK Online Poker Championship Update
After the network blip that saw Sunday nights tournament delayed for an hour, I can confirm that Grosvenor Poker have refunded all players that did not cash their full buyin back. That includes those that had already busted. Those that did cash, well played and congratulations. I think this is a very fair and generous outcome. It"s a difficult scenario on the rarity that something like this happens and this seems the fairest response. Many thanks to Grosvenor for a swift resolution to a network wide problem.
-
That seems very reasonable to me particularly for the already busted. Thanks for your efforts Leigh.
-
Is anyone else having problems with the Grosvenor poker software? It did an automatic upgrade earlier this week and now all I get is an endless cycle of "Retrying upgrade". Sigh.
I"ve tried "online support" and the 0800 number but couldn"t get a response via either method so now I"ve resorted to an email and prayer.
-
After working perfectly for months, I tried to launch G poker yesterday and I got an error message saying that "One or more required components are either missing or corrupt".
I ended up reinstalling the program and when I attempted to log in it asked me to verify I"m not a robot by completing the picture "Captcha" thing... except that there was no "Captcha" to complete. After a hell of a lot of teasing, it finally let me log in.
I tried to launch G poker tonight and I got an error message saying that "One or more required components are either missing or corrupt". Patience is being stretched to the limit... :(
-
I"ll try and log this aswell guys, see if I can speed up a resolution.
-
I"ll try and log this aswell guys, see if I can speed up a resolution.
Any solution, I had the same last night after not using the poker client for a few months. I don't play a lot on line but this is exactly the same as happened last year with Grosvenor.
-
I"ll try and log this aswell guys, see if I can speed up a resolution.
Any solution, I had the same last night after not using the poker client for a few months. I don't play a lot on line but this is exactly the same as happened last year with Grosvenor.
OK, after fiddling I have figured out what my issue was. When I install the client I get a message from Norton Security including the words Suspicious.Cloud.7.f
Norton security thinks the G Poker file commonres.dll is a Heuristic Virus - A H.Virus is a file that has not been identified by the computer security industry as a virus but has features or combinations of features that are common in other viruses and so are blocked anyway. Telling Norton Security to exclude this file from scans allows the client to run.
-
So raised this issue (See bottom text) both online (Sunday) and PM Grosvenor contact on here (Saturday).
Online told me this needed to be raised with Poker Team and would take 72 hours (which is long anyway).
No response from anyone so tonight contacted online support, who basically now say:
1. Its with poker team and will take 10 working days.
2. When I challenged this time frame (given that they originally told me 72 hours) - they told me they have other customers.
Avoid Grosvenor online/live wherever possible - I will be until service improves. After all there are other service suppliers and (online) product is already very very poor.
Cheers J.
I won a £82.5 ticket in APAT vegas Sat last year (8165175) online (Nightbully) which I intended to use for a vegas sat which was then cancelled so I waited for an APAT event. I want to use it for the upcoming APAT Coventry, however it appears to have 'expired'.
Can you please reinstated the ticket please.
I also note that the rake has been increase by 50p for APAT Coventry. Does this mean I won't be able to use the ticket?
Happy for you to take the ticket and reg me for APAT Main Aug 5th Coventry (and take the extra 50p online if needed) OR reinstate the ticket so I can reg myself - whichever is the easiest option for you. As long as I can use the ticket and/to register for APAT Main Coventry.
Please advise and confirm.
Thanks Jason
-
please help is there anyway my wife can be allowed to play in the September premier league on my team she tried registering but cannot because shes affilatted with me shes EMMAJANE I'm stretchy and I really want her on my team.