Author Topic: GrosvenorPoker.com Support Thread  (Read 17357 times)

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Zozzy

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Re: GrosvenorPoker.com Support Thread
« Reply #15 on: December 04, 2016, 22:50:28 PM »
 :(
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Sugar_Free

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Re: GrosvenorPoker.com Support Thread
« Reply #16 on: December 05, 2016, 09:38:08 AM »
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.
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STRETCHY74

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Re: GrosvenorPoker.com Support Thread
« Reply #17 on: December 05, 2016, 13:39:44 PM »

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.....

s4ooter

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Re: GrosvenorPoker.com Support Thread
« Reply #18 on: December 05, 2016, 13:49:04 PM »


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!!
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Kronsdat

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Re: GrosvenorPoker.com Support Thread
« Reply #19 on: December 05, 2016, 16:22:52 PM »
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.

jayteejack

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Re: GrosvenorPoker.com Support Thread
« Reply #20 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....

Sugar_Free

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Re: GrosvenorPoker.com Support Thread
« Reply #21 on: December 06, 2016, 09:24:52 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....


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?
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Kronsdat

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Re: GrosvenorPoker.com Support Thread
« Reply #22 on: December 06, 2016, 18:10:08 PM »
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

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Re: GrosvenorPoker.com Support Thread
« Reply #23 on: December 07, 2016, 10:45:28 AM »
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

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Re: GrosvenorPoker.com Support Thread
« Reply #24 on: December 07, 2016, 12:34:33 PM »
Fair enough Leigh.  I just wanted reassurance that APAT were involved with the issue. 

Chipaccrual

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Re: GrosvenorPoker.com Support Thread
« Reply #25 on: December 07, 2016, 14:01:17 PM »
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.

Kronsdat

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Re: GrosvenorPoker.com Support Thread
« Reply #26 on: December 07, 2016, 16:37:51 PM »
That seems very reasonable to me particularly for the already busted.  Thanks for your efforts Leigh.

Kronsdat

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Re: GrosvenorPoker.com Support Thread
« Reply #27 on: February 18, 2017, 19:43:12 PM »
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.

ian.ski309

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Re: GrosvenorPoker.com Support Thread
« Reply #28 on: February 18, 2017, 20:44:15 PM »
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... :(
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Chipaccrual

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Re: GrosvenorPoker.com Support Thread
« Reply #29 on: February 18, 2017, 21:17:37 PM »
I"ll try and log this aswell guys, see if I can speed up a resolution.