Truepoker = Trueincompetency

Truepoker is terribly frustrating to deal with and I want to warn you 2+2ers that when you deal with them and want to put your fist through your computer screen because they are so incompetent, you are not alone.


I just made my final cashout. Their customer service and 24 hours hosts are so friendly but they are so unhelpful its a joke. I have had numerous problems and no one ever contacts me back. I constantly request a return e-mail, a phone call, or an acknowledgement that my communication was received. Always nothing. I have limited myself to the most glaring examples of incompetency.


1) I asked repeatedly to change the name on my account. I admit this is problematic but in the real world, property gets jumbled and has to be allocated between parties. My roomate started the account but I took it over and was requesting lots of cashouts. He, understandably, didn't want all this money coming in his name. I called Truepoker to change it. No problem, they said, we'll do it today. The next day I talked to one of their online hosts. Again, no problem. And the next day, again. Called back and again. Finally, on the next call, I finally reached someone who said they didn't want to change it. One week later. That was fine, actually. The problem was the week of incompetency that I had to deal with prior to that.


2) I requested via e-mail that my drafts be sent in the normal mail, not delivered because its hard to be home during the day to accept the delivery. Based on many prior problems I wanted to be sure someone heard me so I asked the host to ensure this was done. He was, of course, polite and seemed helpful and assured me he would forward it just to be sure. Again, no acknowledgement and, of course, the drafts were sent by delivery service and I had huge problems picking it up.


3) Sent e-mail and talked to hosts about collusion concerns. I suspected collusion between several players I had never seen before who made some highly suspicious moves. I immediately reported this to the hosts and cooperated fully with them. I kept playing and didn't say a word to the suspected colluders. Finally I had to sit out because they weren't communicating with me after half an hour about what was going on. I wanted to know if there was collusion or not, first so I could play, and second, I was wondering if there was some other action I could take. But they kept saying they would get back to me and one host sarcastically asked me if I had ever heard of the burden of proof before. I sent 2 more e-mails later and was finally e-mailed that my letter was being forwarded to management. An acknowledgement! I still have not heard and won't now because I'm done.


See everybody at Paradise or Planet.


Joeflex

Hi, joelflex, keep in mind playing poker is for fun, don't be that hyper-sensitive. I don't think you lost any money due to the delivery or name change inconvenience. So what is the big deal! Just be a little patient. The site is great, I would bet you enjoyed playing the games. They put a lot efforts developing and improving the site.

We should support such an innovative site. As far as I know, their cash-outs are very fast. Regarding to the name or address changes, I don't blame them taking precautions due to security reasons. If they ask you to fax some documents like utility bills or credit card statements, just do it.

A lot of times customers make things too complicated, like why did your friend want you to take over his account? Why can't he just make a final cash out? Then you can set up your own account? Is he afraid of IRS evaesdropping on his couple thousand dollars check or what? I did not see the point of your request in the first place.

And I doubt anysites whatever they say can effectively deal with collution. My philosophy is to accept it as a fact and risk we take to play online poker. And sometimes there indeed is no collusion if when you strongly suspect it. And is it worth it to spend so much energy ( you have to be very good at it) to make a little money playing $10-$20 games and lose all the fun when colluding with each other? Think about it. Most people play on line for fun.And we should cut some slack for such a fun site like Truepoker.com.

What are you, a truepoker shill?


The fact that people play poker for fun is a retarded defense. Almost every product we buy is not a necessity and we still have expectations for good service when buying these products.


Be a little patient? Each of these discussion was courteous and took place over the span of a week or two. I was very patient.


As far you know their cashouts are fast. As far as I know they are slow. I didn't even mention on my list the fact that one cashout took over 2 and one-half weeks to get to me.


My reasons for taking over another's account is irrelevant. You mention that I should have been able to fax in some info for this but this option was never even provided to me. The problem was that they said they would for a week, and I wasted lots of time e-mailing them, talking to hosts, and calling them. It would have been different if during this week they were thinking of ways to accomodate me but they were simply ignoring my requests. I really didn't care in the end that they could not do this, but an acknowledgement would have been nice.


You are clearly a Truepoker stooge and your idiotic comments deserve little merit.

The reason for taking over another's account is not irrelevant. It's strange that it's even allowed to start with. Maybe they should have said no from the beginning.


What did you you expect them to do when you suspected collussion? How can they 'see' that without studying and comparing the suspects play for several hours? At Truepoker you normally know at least 7 or 8 of the players at the table at any time, as they only have one or max two tables at every limit going at any time. Was the suspects completely new players?


I also feel that the hosts aren't very competent but not that that is a big problem. The games are good and the atmosphere is nice. If you're paranoid about collusion it's easier to keep track of the players. The biggest problem at the moment is the server shutdowns that happen frequently.


My cash-outs ($500 max) have been delivered by ordinary mail within two weeks (and I live in Europe).

I had a similar experience with TruePoker support. Very nice, very polite, but have no clue. Worse, exactly as the first guy said, they promise to get back and never do (I talked to a host, then to somebody in their support, then to a manager). And I agree - the exact nature of the problem is irrelevant. A competent support would say - it can't be done, period, or it will be done and do it.

I have been playing at True Poker for a couple of months, and would like to add a few of my impressions and experiences to this topic as follow:


1. Payouts. I cashed out twice. Both times I had a cheque within a week, sent by courier.


2. Software. Well TP is based on providing a realistic poker room experience. It delivers that, compared to the other sites I have seen. The games move at a somewhat slower pace than Paradise. You have to click on your cards to pick them up off the table to see them. You can prefold, but you have to wait for your turn to call, raise or reraise. These features do tend to slow down the game a bit, but for beginners or players who like some time to consider their options, or run to the frig, the extra time is useful.


3. Players. Generally there is only one or two tables going at each level from $1/$2 to $10/$20. You do tend to recognize the names at the tables after a while. The games are often on the loose side.


4. Experience. Soon after starting, I was on a nice winning streak. Lately though my play/luck has not been positive, enough so that I am considering playing more often at my local casino. It's just that internet play is so darn convenient.....perhaps too much so.