Gaming Club support

[MS Sunshine]

I had someone kind enough to transfer $50 from their account at TGC to mine, while at the same time I put $50 into thier Party account with an inter-account transfer. I wished to play in the sat tonight for the Aussie million in about 15 minutes. The Party transfer took about 5 seconds. The Gaming Club has had about ten hours and outside of an auto e-mail response has done nothing. They will not even respond to two different e-mails asking what is going on.

It is like no one is home.

MS Sunshine

[MS Sunshine]

I got an 800 number from a player at one of the tables, after searching for info on how to contact support on the site. I talked to support about my problem. He said the money was in my account. I told him it wasn't. He told me that money couldn't be transfered between poker accounts. I asked him why someone hadn't answered one of my emails and told me that. He asked for my info again. He said they didn't have any e-mails from me. I said I had sent them to support@gamingclub.com. He said that he was with Fortune Gaming. I ask if he had a number for The Gaming Club and he said no. Sigh.

12 hours later and no emails from The Gaming Club. Do they have the weekends off?

MS Sunshine

[HavanaBanana]

Telephone (toll-free) United States: 1 877 777 8586

I called them last sunday and spoke with a nice girl names Suzanne, she wasn't in India and answered my questions knowledgeably.

She also reads 2+2 .

[MS Sunshine]

Thanks for the info, but I'm poker support worn out tonight between Party and TGC. I feel like crap and if it wasn't for the $2000 that I won today I would go out and get a job at McDonalds tomorrow. Is it true that you have to wear clothes if you work there?

MS Sunshine

[HavanaBanana]

[ QUOTE ]
Is it true that you have to wear clothes if you work there?


[/ QUOTE ]

Yes you have to wear clothes to work there, however I have head of multipple examples of customers wanting to buy BigMac while naked, However noone got to buy even fries because they didnt have any money on them.

PS: 2k+ now thats sick playing 30+3 allnight /images/graemlins/smile.gif

[MS Sunshine]

"PS: 2k+ now thats sick playing 30+3 allnight"

Well, I did play some $10-20.

MS Sunshine

[MS Sunshine]

Well, gaming club, it's been a couple of days and no response, but that's OK because the guy that was trying to help me out was away for the weekend and we are reversing the transaction.

It would really help if on your busy days, the weekends, that there was at least one person working in support.

MS Sunshine

[gabbyy]

Don't feel lonely. Your not the only one who never gets a response from them. I think it is funny how the gaming club manager is always so quick to respond to praises yet take days or weeks to address problems. I am not a tough person to please. I think just a response that is fair would do. They cannot even handle that request it seems.

I think they got the formula for good customer service backwards.

Could you imagine what cashing out must be like? If they cannot even handle a simple transfer, ,geesh I don't even wanna think about the hassle that one would go through to get their money out of there.

[Gaming Club]

[ QUOTE ]

I got an 800 number from a player at one of the tables,


[/ QUOTE ]
Not sure who you called, but it wasn't us -- our support number is 1-877-777-8586

[ QUOTE ]

I asked him why someone hadn't answered one of my emails and told me that. He asked for my info again. He said they didn't have any e-mails from me. I said I had sent them to support@gamingclub.com.


[/ QUOTE ]
MS, our support email address is support@gamingclubpoker.com ... the email address you mailed to doesn't exist (the casino support address is clubsupport@gamingclub.com ... you mentioned you got an autoresponder -- possibly this was a bounce error message?

[ QUOTE ]

He said that he was with Fortune Gaming. I ask if he had a number for The Gaming Club and he said no. Sigh.


[/ QUOTE ]
Sorry, but you definitely called the wrong support desk -- we're not associated with any "Fortune Gaming"

[ QUOTE ]

12 hours later and no emails from The Gaming Club. Do they have the weekends off?


[/ QUOTE ]
Definitely not. Please email support@gamingclubpoker.com or call us at 1-877-777-8586 and we'll try sort you out ASAP.

[Gaming Club]

[ QUOTE ]

I think it is funny how the gaming club manager is always so quick to respond to praises yet take days or weeks to address problems.


[/ QUOTE ]
Hang about, that's not really fair. Read through our previous posts and you'll see that we don't try to run away from anyone holding up any mirrors to our warts and pimples.

[ QUOTE ]

I am not a tough person to please. I think just a response that is fair would do. They cannot even handle that request it seems.


[/ QUOTE ]
gabbyy, we don't monitor the zoo every day, so we've only just seen your thread about the pre-registration problem. If you received a poor response from our support desk we apologise unreservedly. We'll look into it and respond here in the next 24 hours so that everyone can decide for themselves whether or not our response is / has been fair.

[gabbyy]

You do not even have my account number, how will you investigate this?

[Ryan_21]

"Could you imagine what cashing out must be like?"

No kidding, I dont even know where to begin, they dont even have a cashout "option" when you go to Bank on there. If anybody knows what the secret is on how to cash out let me know cuz I have no idea how to do it.

Ryan_21

[MS Sunshine]

No, I wrote to:

From: <support@gamingclubpoker.com>"

and got this back:

Dear Player,

Thank you for your e-mail.

This is an automated response to let you know that we
will reply to you as soon as possible.

D I D Y O U K N O W ?
--------------------------------------------------------
As a Gaming Club Poker Player you are able to use your
Poker Account Number and Password to play at The Gaming
Club online casino.
************************************************** ******

Enjoy your day!
Poker Management and Staff

Real players, real time, real Poker!
--------------------------------------------------------
T H E G A M I N G C L U B P O K E R R O O M

(http://www.gamingclubpoker.com/a4372)

24 / 7 toll-free support:

Canada 1-800-789-1156
United States 1-800-524-5290
United Kingdom 0-800-068-9353

Support Team: (mailto:support@gamingclubpoker.com)
--------------------------------------------------------
A Gaming Club Group initiative

--------------------------------------------------------
HAVE YOUR SAY ABOUT ONLINE GAMING
If you enjoy online gaming, have your say by visiting

http://www.profreedom.com

This site is brought to you by the IGA , an organization
that represents the interests of all online gamers in the US.

As for the:

we'll try sort you out ASAP

I'll pass, but you should know that I play between 200K and 250K hands of online poker a year, as many others here do. It's not like I'm not unforgiving of support if I've already cashed out $100K or so from a poker site, but right out of the box I expect good service from a site with few games.

MS Sunshine

[Gaming Club]

[ QUOTE ]

they dont even have a cashout "option" when you go to Bank

[/ QUOTE ]
Apologies ... our banking interface is inherited from the casino software, so the link you want is "Cash-In" (as opposed to cashout) ... it's the 4th link from the top on the menu on the left hand side

[Gaming Club]

[ QUOTE ]
You do not even have my account number, how will you investigate this?

[/ QUOTE ]
Fair enough -- in our zeal to sort this out we assumed there was enough info in your thread to work out who you are (we could review all support calls in the past few days to see who was upset at having been left out of a freeroll, but that's probably not going to be practical).

PM us your details and we'll take it from there.

[Gaming Club]

MS,

[ QUOTE ]
No, I wrote to:

From: <support@gamingclubpoker.com>

and got this back:


[/ QUOTE ]
Okay, that's definitely our autoresponder. Apologies -- we saw the email address you gave in your thread (support@gamingclub.com) and based our response on that. We shouldn't have been so presumptious.

[ QUOTE ]

As for the:

we'll try sort you out ASAP

I'll pass ...


[/ QUOTE ]
Fair enough, that's your prerogative, especially given that you have clearly not received good service if you haven't received a reply yet.

We won't try to offer any excuses (since none would be good enough anyway), but for our own purposes we'll follow up to see what went wrong. If nothing else, your bad experience will help us to weed out any less competent or responsive agents in our service centre.

[Inthacup]

[ QUOTE ]
12 hours later and no emails from The Gaming Club. Do they have the weekends off?



--------------------------------------------------------------------------------


Definitely not. Please email support@gamingclubpoker.com or call us at 1-877-777-8586 and we'll try sort you out ASAP.

[/ QUOTE ]



TGC, I don't think MS Sunshine is at fault here. I don't mind making it public that I agreed to "trade" $50 so that he could play in the Aussie million tourney.

I sent the request to support@gamingclubpoker.com on Friday at about 4:30 EST and got this reply immediately:

Auto-Reply: Account transfer [GBP2003111400446904]


Dear Player,

Thank you for your e-mail.

This is an automated response to let you know that we
will reply to you as soon as possible.

D I D Y O U K N O W ?
--------------------------------------------------------
As a Gaming Club Poker Player you are able to use your
Poker Account Number and Password to play at The Gaming
Club online casino.
************************************************** ******

Enjoy your day!
Poker Management and Staff

Real players, real time, real Poker!
--------------------------------------------------------
T H E G A M I N G C L U B P O K E R R O O M

(http://www.gamingclubpoker.com/a4372)

24 / 7 toll-free support:

Canada 1-800-789-1156
United States 1-800-524-5290
United Kingdom 0-800-068-9353

Support Team: (mailto:support@gamingclubpoker.com)
--------------------------------------------------------
A Gaming Club Group initiative

--------------------------------------------------------
HAVE YOUR SAY ABOUT ONLINE GAMING
If you enjoy online gaming, have your say by visiting

http://www.profreedom.com

This site is brought to you by the IGA , an organization
that represents the interests of all online gamers in the US.
----------------------------------------------------------------
--------------------------------------------------------
Errors and Omissions Excepted





So, I know that the request was made well within time to make the transfer. I know that the email was received because of the auto-reply, but I have not heard anything since. I hope this helps you get things sorted out on your end.



Cup


Edit: I started making my reply before seeing your last post. I feel that the situation is already getting worked out, but this info should still help.

[Gaming Club]

[ QUOTE ]

TGC, I don't think MS Sunshine is at fault here.


[/ QUOTE ]
We agree (see our previous post) ... the confusion on our part arose because MS put a different email address in the original post.

Having now had a closer look at the number of messages in the support email pool, we're afraid that we have to admit that email response times are likely to be VERY slow until sometime tomorrow at the very least ... the queues are unfortunately very long right now, and the phones are also ringing off the hook. Seems we got caught unawares by the success of a campaign that started over the weekend, and we'll only get extra support staff on shift tomorrow to help bring the queues back down. Apologies -- nobody's problem but ours, but please bear with us while we wade thru the backlog.

[tiltboy]

[ QUOTE ]
Not sure who you called, but it wasn't us -- our support number is 1-877-777-8586

[/ QUOTE ]

Just curious: why does the email responder from your support list a different toll-free number (United States 1-800-524-5290 )?

[Gaming Club]

[ QUOTE ]

Just curious: why does the email responder from your support list a different toll-free number (United States 1-800-524-5290 )?

[/ QUOTE ]
You got us there ... well spotted. Some dimbo must have just cut and pasted the casino support numbers /images/graemlins/tongue.gif *sigh*

[Ryan_21]

Yeah, I got your PM, thanks for clearing that up. I thought it was odd that there was a deposit option and a cash-in option, makes it sound like the same thing. Thanks

Ryan_21

[Alobar]

I havent read every single post in the thread (im lazy, ok) so maybe someone mentioned it. But They have a 24 hour customer support telephone number for a reason. If your in a hurry to get an issue resolved, use the phone. I've been a member of TGC since before the OIC and have had to call the 24/7 support a couple times cuz of issues with them. And they were able to help me right away. Well, once I got past the wierd accent and could understand them that is /images/graemlins/smile.gif

[Terry]

When the OIC was announced I downloaded the Gaming Club software and tried to set up an account... kept getting a nonspecific error message... just said “There has been an error.” Sent them an email, received the auto-response.... Decided that this might as well be a test of their customer service.

Two days later an email came saying that they would email me an activation number. Two days after that, with no email in site, I tried sending another one. Next day, still no response... I called them. They gave me the activation number and set up the account while I was on the phone.

I then sent an email with the “Sign me up for the OIC” subject and got a reply in under 20 minutes.

[Gaming Club]

[ QUOTE ]

When the OIC was announced I downloaded the Gaming Club software and tried to set up an account... kept getting a nonspecific error message... just said “There has been an error.” Sent them an email, received the auto-response.... Decided that this might as well be a test of their customer service.

Two days later an email came saying that they would email me an activation number. Two days after that, with no email in site, I tried sending another one. Next day, still no response... I called them. They gave me the activation number and set up the account while I was on the phone.


[/ QUOTE ]
Terry, please PM us the reference numbers for your emails (you'll find them in the subject line) and we'll find out who sat on it when they should have answered it (if you didn't keep the emails then just send us your GC alias and the email address you used to send the emails and we'll use that to follow up).

[ QUOTE ]

I then sent an email with the “Sign me up for the OIC” subject and got a reply in under 20 minutes.


[/ QUOTE ]
Guilty as implied ... we gave priority to the OIC entries since we knew that people were anxious to get started.