Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Global Poker is refusing to pay out my $4154 redemption. After I requested my redemption, Global Poker blocked my account, confiscated my money, and refused to provide my winnings or refund.

  Business Response

  Date: 10/03/2024

  A member of our team will be in contact with the player regarding the status of their account.

• Initial Complaint

  Date:09/05/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2024, I won a tournament/contest on their gaming platform, Global Poker. Finally in July on July 26th I got a ticket to redeem my award for the tournament or contest I won clear back in January. This includes clothes such as a hoodie, hat, shirt, and a trophy. I redeemed my ticket and have waited almost 6 weeks and sent numerous e-mails requesting additional information on the redemption of my prize and have gotten 0 communication. This is a contest site where players pay money for various Gold Coin packages and I have bought plenty through the years. I have followed all their contest guidelines however am extremely disappointed the contest site can't fulfill their contest awards in a timely manner, provide communication, and create a professional and courteous gaming experience. The players spend money on various packages, the players play in good faith that contest rules and guidelines will be followed and fulfilled, that said... fulfillment should NOT take half a year to even over a year for the processing to even begin. I currently have 3 redemptions on their **************************** site pending. I have no communication regarding the status of fulfillment or even if fulfillment will happen. I am seeking fulfillment and/or communication regarding why other players are getting their orders and awards fulfilled but I am simply being ignored.

  Business Response

  Date: 09/13/2024

  A member of the relevant team will be in contact with the customer regarding the outcome of our investigation.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22244184
  
  I am rejecting this response because: I continue to reach out to relevant teams and even Global Poker management in their assigned and specialized Global Poker ************** I am still ignored. I want ******************* your merch fulfillment company that is your contracted 3rd party for USA merchandise and award fulfillment to send the prizes out, work tickets in a linear and timely order. STOP the excuses, start and maintain communication with customers, provide timelines when there is a delay. I want basic tenets of quality customer service and customer retention maintained. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/24/2024

  As the customer has not provided any additional information to further investigate, we maintain the communication provided to the customer on 15 September 2024. Should the customer have additional queries regarding this matter, please contact Global Poker's **************** Team.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22244184
  
  I am rejecting this response because:

   

  After the business responded via BBB, I received a canned e-mail response on September 15th 2024 from a 3rd party contracted customer service *** named **** working for a company called *******. The response offered no resolution and no new information and only stating "They would look into the issue". I have gotten no merchandise in regards to orders: 5026 and 5076.  Others with my same issue in the Discord channel state that ******* ***s are still citing as of September 2024 that delays are due to the Unusual and ***************** of Covid.     The customer service is all canned, non customized, and is nothing more than a delay and a distraction. It doesn't serve any actual purpose related to fulfillment. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/04/2024

  A member of the relevant team will be in contact with the customer regarding the matter's raised in their complaint.

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22244184
  
  I am rejecting this response because: Copy and pasted responses via 3rd party outsourced customer service(Zendesk) are not facilitating any delivery. I want direct communication with *** from ****************** or Global Poker head of customer service to give me a timeline of when I can expected the Grizzly Tournament Poker Trophy package sent and delivered.  The fact you are fulfilling the ** tournaments prior to GC tournaments is contrary to your tenant of your US sweepstakes business model. You are giving priority to ** tournament winners when your business model promotes the philosophy that GC is the only coin of value on your site for purchase and that ** is ONLY a "FREE" bonus.  This needs to be resolved before I begin writing to state AG's and question the legitimacy of the entire sweepstakes loophole your site is operating under. 

   

  FULFILL YOU ORDERS ASAP AND DEMAND INNOWAVE CATCH UP ALL UNFULFILLED ORDERS!
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/16/2024

  The customer was provided an update regarding the matters raises within their complaint on 4 October 2024.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22244184
  
  I am rejecting this response because: The e-mail stated I would have my order fuflilled in Mid March and they would provide me a complimentary HAT for my troubles along with overnight shipping.  As of October 16th, nothing has been shipped and there is no further additional updates. I would like a conference phone call with *** from INNOWAVE Marketing(Your merch fulfillment company) and the manager of *** customer service. The lies and whipsawing of customers continues.

   

  
  **** *****

• Initial Complaint

  Date:07/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was banned because I also had a chumba casino account, from what I'm understanding.. they also allowed me to make purchases several times then abruptly banned me. After taking probably thousands of dollars from me

  Business Response

  Date: 07/23/2024

  We have investigated the issues raised in the customers complaint and have made the customer aware of the outcome of our investigation.

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been writing to all 3 VGW Casinos requesting sweeps coins (and I have purchased sweeps coins) and they suddenly shut down my account. We have three people in our household that write to them and we have all been verified separately. We share the same internet and a couple of times have shared the same computer. The evening that my accounts were shut down, my son was using my laptop to pull codes for letters (I used my laptop too). We have never shared login or password information and have made sure to keep our accounts secure. It doesn't state in the rules that you can't share internet or computers, it just said you can't share login and password information (which we haven't). they shut down all 3 of my accounts and I have many letters pending that I have written.

  Business Response

  Date: 07/21/2024

  The customer has elected to invoke the process outlined within clause 20.6 of Global Poker Terms & Conditions (T&C's). In keeping with this process, we will be unable to provide any further responses until an examination of this matter has been completed and a decision has been reached by the service provider.
  
  

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone was stolen and the person who stole my phone got into my Global Poker Account. They spent over $2,000! As soon as I was able to get a different phone, I contacted my bank and customer service for **********************. They told me they were investigating. They got back to me today stating it is my responsibility to keep my account safe which I always have. They said they could not reinstate the funds because I did not keep my account secure. My phone was stolen so unfortunately, I cannot be held accountable for what happened with someone getting into my account. As soon as I found out, I contacted them right away hoping for a resolution. All they did was blame it on me but this is fraud. Someone legit stole my phone. How am I supposed to keep anything safe when they took my phone?Everything occurred on 6/12/24 at 10:54am and 11:34am. I sent customer service everything they requested of me. Can we please get this resolved correctly?

  Business Response

  Date: 06/22/2024

  We have investigated the issue raised in the customer's complaint and note that the customer has been made aware of the outcome of this investigation.

• Initial Complaint

  Date:05/01/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been VGW loyal customer for the last five year. I always participate of the sweepstakes promotions mail in request. Last month I requested a count because I sent the mail in request over three months. They respond that they received some but I was not going to get credit because I was not on complaint with the regulation. Im a active member of the sweepstakes mail in request and I keep myself updated with all the regulations. I responded that I tought that was a problem how I write my name, and I asked two different way how I should write it , one how shows on my federal ID or the full name as name, middle name etc.. I have been sending few email but never received an answers just a automally reply. I am writing this formail complaint against Global Poker because I sent the following mail in request: January 6, 2024 (49), January 9,2024 (150), January 11, 2024(101) and January 13, 2024 (1) = 301 March 4, 2024 (150), March 11, 2024 (225), March 18, 2024 (120), March 30, 2024 (100) = 595 Total of 895 mail in request.I stop writing after March 30 to have a clarification of my name that I never received a respond from Global Poker. I would like to received my credit inmediately from my mail in request that I sent so far on January and March because I invest a lot of time and money. As a disable person this will financially and mentally affecting me. Moving forward I want to still participate in the sweepstakes promotions and have clarification on how I should write my name. After May I will continue send envelopes if everything is rectify. I am seeking the BBB's assistance to have Global Poker reach out to me to fairly receive my credit from January and March and receive a clarification on how I should write my name. Thank you for your attention to this matter. I am looking forward to your prompt response and assistance in resolving this dispute.Thank you kindly,

  Business Response

  Date: 05/09/2024

  Our relevant team is currently working through the back-log of postal requests and will contact the customer with further information once this has been completed.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21649781
  
  I am rejecting this response because:
  I received some credit over the weekend.  Im still have 129 mail in request to be credited .  I would like to see the credit before close the case.  
  For the records I started writing my full last name started May 11, 2024 even that I did not received a clarification on how to write it when I sent an email. 
  
  Sincerely,
  
  ***** ************************************

  Business Response

  Date: 05/22/2024

  Our relevant team is currently working through the back-log of postal requests and will contact the customer with further information once this has been completed.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21649781
  
  I am rejecting this response because:

  This is the same previous respond with not update.   Im still have 129  or maybe a little more mail in request to be credited .  I would like to see the credit before close the case.  For the records I started writing my full last name started May 11, 2024 even that I did not received a clarification on how to write it when I sent an email. 
  
  Sincerely,
  
  ***** ************************************

  Business Response

  Date: 06/05/2024

  We can confirm that all outstanding postal requests have now been processed and all relevant SC provisioned to the customer's account. If the customer has any further issues in relation to their postal requests we suggest they contact **********************************

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21649781
  
  I am rejecting this response because:

  I'm still have 29 sc from March 18, 2024 and 100  sc from March 30, 2024 that are still pending to be accredited.  Check your log and I would like to receive the credit asap.  I would like to keep this case open until I see my cedit because the support email  that you just mention have a very lack of communication  with customers.
  
  Sincerely,
  
  ***** ************************************

  Business Response

  Date: 06/21/2024

  As previously advised, our relevant team is working through a backlog of postal requests and will process the customer's requests as soon as possible. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21649781
  
  I am rejecting this response because:

  As a previous advised.  Im still have 129  or maybe a little more mail in request to be credited since March 18 and March 30, 2024.  I would like to see the credit before close the case.  For the records I started writing my full last name started May 11, 2024 even that I did not received a clarification on how to write it when I sent an email.   When you give me the credit let me know the postmark date, I want to make sure I have to correct credit in that specific date.  I hope to receive mail in request in this request soon.  

  Sincerely,
  

  
  ***** ************************************

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been playing global poker along with the other 2 VGW sites (luckyland slots/chumba casino) for 3 years now . Without question without any reason all of a sudden they deactivated me for no reason whatsoever! I had spent thousands here with gold coins that I payed for still on my account. They will not reason at all . They will not tell me why. They will not refund my money . Its straight up fraud! I want my money or my account back ! THIS IS RIDICULOUS!

  Business Response

  Date: 04/18/2024

  A review of the complainant's account activity has identified that they have acted in contravention of our Sweeps Rules. To ensure the protection of our methods of detection and investigation, we are not obliged to provide additional information or evidence that we, in our sole discretion, deem is revealing.

• Initial Complaint

  Date:03/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing and playing with the FREE sweeps coins given for purchases I started writing postal code requests. I was credited for only one **** request and before I even had a chance to play with those coins or all of the gold coins that I paid my own money for, my account was suddenly deactivated with no warnings or explanation other than a vague response about their 3.3 sweeps rules as well as no refund for the gold coins I no longer have access to. The more I have looked into why my Global Poker Account has been deactivated due to a violation of 3.3 the more I truly think this is an error on their processing side of the **** entries. I originally assumed that it was potentially because my home address and proximity to the ** state line and internet provider being across the state line. However, after confirmation from a customer support agent since ** is not a prohibited state, the ** address showing ** would not matter. I requested reasoning as to why my account was closed as I have read back through the 3.3 clause and can confirm I have not broken any of these policies. I confirmed with my mail person that our mail is post marked within the *****************. I have recorded a video of myself writing the **** paragraph twice to show proof this is in fact my writing. I am the only one in my home who has written in for ****. I believe there must have been an error or glitch on the processing side that threw a flag for my account to be deactivated and I would love if this can be looked into and my account reinstated and my pending **** credits to be honored. Per there 3.3 sweeps rules, if any of the cards were postmarked out of state, written by someone else, or not legible they would just be deemed invalid, nowhere does it state reasoning for an account deactivation with zero warnings. If they are unwilling to reactivate my account and honor my **** credits then I request valid in depth explanation with proof that I have broken their rules.

  Customer Answer

  Date: 03/29/2024

  It appears they reactivated my account =) Now I am just waiting on the **** credits from the postal requests I had sent previously. 

  Business Response

  Date: 04/02/2024

  A member of the relevant team has contacted the customer regarding the status of their account.

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I play on multiple gaming websites and no one has done to me what Global Poker has. I played on Global Poker for a few days/weeks and put a lot of money into it, I was also able to withdrawal money from it. One day I added a lot of money (*****+) and was able to play some of it, when I went back in to play more I was locked out of my account and they attributed it to something with another website- that has nothing to do with Global Poker. I either want them to reopen my account so I can continue to play the coins I purchased, or refund some of the money back to my upgrade card since they locked me out and I can't use it. I have been battling this issue for MONTHS and Global Poker does not reply to my emails anymore. I have tried disputing this with my card but they weren't any help either.

  Business Response

  Date: 03/08/2024

  We are unable to locate an account registered under the email address provided by the complainant and advise them to file a new complaint using the email address associated with their account.

  Customer Answer

  Date: 03/08/2024

  The email address is either.   ***************;gmail.com      Or.       ***********************

  Business Response

  Date: 04/09/2024

  We are unable to locate an account registered under the email address provided by the complainant upon filing their complaint and advise them to file a new complaint using the email address associated with their account.

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am owed a lot of postal requests for free sweeps. I have been skipped on the last 3 drops. I am missing some from 4 months ago. I have emailed a month ago and no response. I am listing the amounts and dates I mailed them and trust you will look into this. Thank you. 211 on 10/21 250 on 10/28 110 on 11/09 98 on 11/16 261 on 12/02 311 on 12/08 124 on 12/19 154 on 12/23 100 on 12/29 200 on 1/05 145 on 1/16 174 on 1/22 I am aware some of the more recent ones, like ******** might have not been credited yet for anyone, but the older ones I never got credited for.

  Business Response

  Date: 03/11/2024

  We are still in the process of investigating the issues raised in the customer's complaint and will contact the customer's with the outcome of our investigation upon it's completion.