Dissatisfied with Truepoker

I have had a terrible time dealing with Truepoker customer service. The 24-hour hosts are a great idea but only give you the illusion that they are addressing your concerns. I had legitimate concerns regarding a number of issues and sent countless e-mails, talked to 3 or 4 hosts, and even called their technical support. The problem was that each person was friendly and said they would get to it immediately. So after each encounter I was satisfied and would forgive the other problems as aberrations. But then there was never any followup. This went on for over a week. I had to spoonfeed the complicated problems about 10 times. This was the worst part. After explaining in excrutiating, boring detail the problem no one else had heard about it. After each conversation I felt like that person was my personal guardian angel. To no avail. I kept saying on my e-mails, for them to write an e-mail back just to acknowledge they had received it. Nothing. And the hosts would keep saying that they would ensure my e-mails got to the proper people. I was playing exclusively on TruePoker, but now I'm finding lots of excuses to get back to the other sites. I am so bored and frustrated with them. Anyone else find it impossible to deal with Truepoker?

The hosts are totally unhelpful.


I have also emailed their support (lengthy emails) to no avail.


They are also requiring me to send a copy of a utility bill (?) to change my address. Ridiculous.

I am the CEO at Truepoker.


Truepoker does not have a real money player active with the name "Stanley". Nor did the post provide for contact information. I would be interested in improvement to our customer service responses, but cannot track down this issue without some better details, however "excruciating".


There is a difference between "problems" and "requests".


For example, one "problem" we all shared this past week was that processing and delivery of drafts by FedEx or US Mail was delayed by the grounding of all US airspace flights. Truepoker delivered drafts to FedEx in Antigua for relay to players. We notified all the players due FedEx drafts and supplied them with tracking numbers.

Almost all players understood the inconvenience.

FedEx has since resumed service to the US. US mail is again moving by air, so drafts sent priority mail or global priority mail should arrive shortly.


As for referral of unusual "requests" to management, that sometime happens, but the player is always told of the referral for further review when the initial "request" is not accommodated by the Host or Support.


For example recently, Truepoker received an email from some heretofore unknown party requesting that it cash-out a player account for $2,000.00, but make the draft payable to someone else who now allegedly "owned" the account. (That request was not accommodated, for account security reasons. The third-party requestor understood eventually when I spoke to him yesterday, after a cash-out was requested through the existing player account. The third party indicated he was opening an account in his own name.)

Regarding Roy Hobbs's dissatisfactions with TruePoker:


(1) Regarding the request to verify his identity and current address for a change of address, I must argue with the charge that such a request is "ridiculous."


When a player seeks to change an account address, and then will wish to have cash-outs sent to the new address, we ask for verification that it is really a new address for our existing account holder. This is a simple security measure designed to protects players' interests in their own account balances. A utility bill or some other form of verification, such as a credit card statement, is not unreasonable.


(2) I will not argue with his perception that we Hosts are totally unhelpful. It is his perception and while I am sorry he perceives us thusly I respect his opinion. The Hosts are at TruePoker 7/24 to assist players in using the site, to answer questions, and to monitor player behavior so that the TruePoker experience is fun and enjoyable for all. All feedback is appreciated.

Here is my opinion about Truepoker.


I really like the present of Hosts. They are helpfull and give me the feeling that cheating is less likely to occur.


But what I totally dislike is the speed of play. IMO you can't make online poker the same experience as a brick and mortar casino, and therefore I think you must not focus on that. Focus more on the advantages of online play, like speed, low rake, analyse features and so on. You're now fighting a concurrent you cant compete with IMO, where, if you focus on the other stuff, you appeal to the right target group. I think "pokerstars" is doing a good job here.


Just my opinion.


Regards

Truepoker is really unique. I totally disagree with ikke here. The reason: relaxing and comfortable. It is like playing in a regular card room without second hand smoke. The graphics and sounds make you feel so comfortable that you can stay for hours not feeling tired. Other sites (the best of which is paradise)are just too fast and you will lose concentration or get headache or stinging eyes after playing for a couple of hours. ( By the way, poker stars use the same old software like those in planetpoker, bad).

I truly hope Truepoker will put on seven card stud games soon in the future, and if they can simulate the dealing in a real card room that will be a remarkable achievement.

And if the charaters can do some moves to each other like high fives and if they can make more speeches that will be great too.

Truepoker has so much potential.

Truepoker is redifining online poker. My prediction: it will surpass paradisepoker eventually. ( More players are beginning to hate paradisepoker and leave, they don't like that machine gun like speed that takes away their money so fast.).

I know David Skylansky really likes the site. That is why he agrees to do some consulting or advertising for it with little compensation.