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:02/16/2024

  Type:Service or Repair 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.

  I recently started playing on GP and got my account verified. I used my credit card to make a deposit and eventually was able to withdraw from my account. I have since deposited a few more times and recently submitted another withdrawal. I have had a few times where my account has been blocked (unsure why) and they asked me to send my credit card statement. I submitted my statement and they re-opened my account back up. I continued to play and have roughly 850 ** in my account. I received another email on 2/11 saying they permanently closed my account. They said I forfeited the current amount in my account. They stated I violated 21.1 and 21.3 of the T&C. I read the conditions on their site, and I did not. I have asked for further explanation and they refuse to give it. I am asking for the ** in my account to be sent to my bank account and then have my account closed. They said they would get back to me with further information between 48 and 72 hours, but I have yet to hear back. I am now well outside of that ***** hour window with no response. I have contacted my credit card company in regards to the matter as well. Not sure why my account was deactivated the few times it was, and then finally closed for good. The previous times I submitted my credit card statement and they opened it right back up. I am attaching emails of my two most recent purchases. One was a few hours before they decided to close my account, so all that money was sitting on my account prior to closure. I am also attaching an email on 2/10 of them re-activating my account, and then an email from them stating the closure of my account on 2/11.

  Customer Answer

  Date: 02/23/2024

  Good Afternoon,

  I received an email from Chumba casino this morning and it was directed to ******, so Im not sure this was intended for me. But I wanted to relay the latest information that I had. I read the clause referenced, 3.3, and know that I did not send them a postal request. I have never sent them an envelope, and that would further explain how *** never sent this something that wasnt legible. I believe they might have sent this in error, but wanted to forward on. Thank you for all the assistance so far. 

  Business Response

  Date: 03/01/2024

  We are still in the process of reviewing the issue raised in the customer's complaint. We appreciate the customer's patience during this period and will contact the customer with an update shortly.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21303217
  
  I am rejecting this response because: they have yet to provide further documentation for anything. They are just asking me to be patient as they need more time. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/20/2024

  We have investigated the concern raised in the customer's complaint and note that the relevant team will be in contact with the customer regarding the outcome of our investigation.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21303217
  
  I am rejecting this response because:

  The business is now asking me to provide a statement saying I agree to their terms and conditions. I have done this before and then a few days later my account was frozen again and then ultimately closed. When the account was closed they said I forfeited my gold coins and SC on the account due to violating their terms and conditions. I did no such thing, and want to continue pursuing this to receive a refund for the purchases or receive the coins/SC that were previously on my account.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/28/2024

  We can confirm the customer's account has been reactivated and the customer can redeem at their leisure.

  Customer Answer

  Date: 03/28/2024

   
  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:01/07/2024

  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.

  On Oct 28th I had 8 unauthorized charges in the amount of **** dollars used on their website. In their terms and conditions it states to contact them immediately if something like that happens well I did and I was told to contact the bank. Being that the charges were fraud the bank initiated a chargeback and once again global poker just brushed it off and permanently banned my account. I've tried to resolve this matter with them and they won't do anything. I'm filing this complaint because I just want my money back for charges I never made.

  Business Response

  Date: 01/17/2024

  We have decided to maintain the decision as stated on 25 October 2023. A member of the relevant team has contacted the customer with our decision.

• Initial Complaint

  Date:12/21/2023

  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.

  Hi,I have been a customer of ****************** for well over a year. I have been trying to communicate with them over my account being permanently deactivated, but they refuse to say anything more than, "In accordance with our internal compliance policies, Global Poker has taken a decision to permanently deactivate your account. ********************** reserves the right to take this action under Clause **** of our Terms and Conditions and the terms of our Customer Acceptance Policy."Under **** it references clause **** which lists potential reasons for deactivating your account. I have never broken anything under clause **** and they refuse to tell me why my account was deactivated.The company operates under sweepstakes laws which states there must be a free way to play on their website. I was deactivated after not using their website for anything other than collecting free coins and sending in some postal requests to obtain more free coins, which can be redeemed for a monetary value. In fact I was deactivated about a week after sending in my first set of postal requests to this gaming company. While I was spending money on this site they never gave me any problems but the first instance that I try to obtain free coins outlined in their sweepstakes rules they permanently deactivated my account.In summary, I believe Global Poker is permanently deactivating my account in order to not pay me the promised amount outlined in their terms and conditions. They refuse to work with me, or tell me why they have made such decision and only provide vague references to their terms and conditions which I have looked through and can acknowledge that I have never broken any of them.

  Business Response

  Date: 12/30/2023

  Our records show that the customer has elected to exercise their right to have their dispute reviewed by a third-party, as outlined within our terms. As a result, to ensure we adhere to the requirements of arbitration, we are unable to address this dispute through other channels, such as the BBB.

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 21041476
  
  I am rejecting this response because:
  
  Firstly, I have not broken any rules stated in the terms and conditions. Secondly, the external review that was done by ****** was in regard to chumba casino not global poker. Thirdly, they closed the case and mimicked the vague non-descriptive response that chumba casino gave me without giving me an option to inquire or explain any additional details.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/17/2024

  As previously advised, the customer elected to to exercise their right to have their dispute reviewed by a third-party arbitrator.  The customer has been made aware of the outcome of the third-party review and the ongoing status of their account, as such, we consider this matter closed. 

• Initial Complaint

  Date:12/15/2023

  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.

  Global Poker has banned my account because they claimed that I was either giving my password to someone OR I was trying to access someone else's account. This is absolutely not true. I've asked them to look into this, in which they have told me that they can't reverse my being banned. Also, Global Poker offers sweepstakes coins, which is currency to play on their website. I have many (thousands) of outstanding credits, which have all been lost due to them banning my account. I have never given my password to anyone NOR have I ever tried to access someone else's account. The only thing I can think of is I have logged into my account from my own phone, iPad, AND laptop, in which case there were no rules regarding logging in on multiple accounts. I have emailed, asked the matter be brought up with management to prevail.

  Business Response

  Date: 12/25/2023

  We are currently in the process of investigating the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.

  Customer Answer

  Date: 12/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await their response.
  
  Sincerely,
  
  Noel ************

  Customer Answer

  Date: 01/25/2024

  Global Poker has yet to follow up since our last message from them. It's been almost a month.

  Business Response

  Date: 02/06/2024

  We have decided to maintain the decision as stated on 25 October 2023. A member of the relevant team has contacted the customer with our decision.

• Initial Complaint

  Date:11/29/2023

  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.

  Was deactivated / banned for no real reason given other than game integrity. I have done nothing wrong as per gameplay. I emailed them giving the specifics of my WiFi , ip address and phone info.I am constantly logged in to get codes for mail in sweeps.I have never shared my codes, my account or never have played any games with anyone else at same tables or sharing info I have had someone in same house as me getting codes at same time (possibly on same WiFi ) but youll notice that neither of us were playing games at the same time , have our own separate accounts and Ive been a customer for 2+ years and have no reason to cheat or change the way things have been . Id appreciate some clarification of what Im getting accused of as I think that Im being punished for sending in a lot of postal requests by mail and they dont want to pay I spent a lot of time, money and effort to do so. It literally takes 5 min per code . Take that times how many times I got a code and that a lot of time and effort to do what is legally allowed Any help would be greatly appreciated and you can look into my account and never had any issues prior **** ***************************************** Username : ******************* ****************************

  Business Response

  Date: 12/07/2023

  We are currently investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.

  Customer Answer

  Date: 12/29/2023

  Company has not reached out about any further investigation and proof that I violated their terms which they said I did Im rule 3.3 when it comes to codes. I never once shared my codes , or my account with anyone or subverted the system to generate codes faster than the 5 minutes in between. I fairly and within the rules gathered codes and placed them on a sweeps credit request. I have done this for past few years and always have been in compliance , it seems as Im being targeted because I write a lot and they are truly holding to their legal responsibility to provide a free way to enter for free to stay legal. 
  Ive spent many hours and money to write the entires as well as spent my own money over the years to play on their site.  I would appreciate someone would actually look at my account and see Ive been in good standing and my history and there should be no reason why I was deactivated
  

  Business Response

  Date: 01/24/2024

  The complainant was made aware of the ongoing status of their account via communication dated 14 November 2023. To ensure he ongoing protection and security of our platfrom we are unable to provide any further detail around our decision. As the customer has provided no further information relevant to the complaint, we consider this matter closed. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 20936428
  
  I am rejecting this response because:

   

  I have accurately shown and responded to accusations of violating rule 3.3 of the sweeps rules. I did nothing wrong violating the terms. I collected codes regularly from my own account every time I was able to (5min) and used them on my hand written envelope entries Ive sent in. Ive been doing this for years and never had an issue. I believe I was targeted because I send in a lot of entries as Im allowed to and they dont want to credit my account. I find it suspicious that it was all my accounts with VGW within a week and when I have thousands of entries pending that Ive sent over the last few months. Im also not the only one with this issue as I know many that they have deactivated and this seems fraudulent and without merit. Especially when they are legally obligated to allow users to do this as an option in the US to start legal. Deactivating legal players that dont violate their terms and provide no legal / viable reason to other than they say so shouldnt be tolerated. 
  if they say this to every person without specific ***** as to why the. They wouldnt have to credit anyone and go against sweepstakes laws in the respective states that allow it. 
  Im demanding that I am told specific reasons as to what I violated (as I didnt violate anything in what they say rule 3.3) otherwise Ill have to escalate this to the proper jurisdictions as they shouldnt be allowed to operate if they dont practice legal and ethical business 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/16/2023

  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.

  Date of transaction was 11/15/23 - 2 seperate $500 purchases. I deposited $1,000 into the site to play poker. I have had an account with ********************** for 7 year and my account has always been in good standing. I played poker for approximately 3 hours then decided to cash my $1,000 back out via a bank redemption. In the 7 years I played there i have processed hundreds of these transactions without any issue. The next day, 11/16 I tried to login to my account to check the status of my bank redemption for my $1,000 and found I was locked out of my account. I contacted ****************** and they stated that I violated the terms of service with their company, they wouldn't tell me what I did to violate the terms of service. They then proceeded to tell me that they refused to redeem my $1,000 back to me. They cant just steal someone's money from them. I understand they can ban whoever they want but they cant just steal the $1,000 I deposited on 11/15/23, I processed my redemption before they banned me. They need to give me the $1,000 they owe me.

  Business Response

  Date: 11/29/2023

  We are currently investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.

• Initial Complaint

  Date:11/16/2023

  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 was notified at 4:20 this morning that my account has been deactivated indefinitely. The reasons they claim is the reasons are completely false. I just joined them 3 months ago and only do envelopes they claim you can play for free but I believe since I havent spent any money on their website yet they deactivated me

  Business Response

  Date: 11/30/2023

  The customer has been informed of our decision as a result of our investigation into the matters raised in their complaint.

• Initial Complaint

  Date:11/16/2023

  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 am writing to file a formal complaint against Global Poker for the unjust deactivation of my customer account, which I believe to be a mistake. Details of the transaction and dispute are as follows:- Date of Account Deactivation: October 27, 2023 - Nature of the Service: Online gaming platform service - Nature of Dispute: Account deactivation under the allegation of breaching the ****************** without proper justification or evidence provided to **** believe the deactivation of my account is a mistake because I havent breached any terms and havent done anything that was stated in the email. The email received from **** of the Global Poker Game and Platform Integrity Team, which served as a notification, did not provide any evidence or specific instances to justify the deactivation.I am seeking the BBB's assistance to have Global Poker reactivate my account.Please find attached the email I was sent on deactivation by Global Poker.Thank you for your attention to this matter. I am looking forward to your prompt response and assistance in resolving this dispute.

  Business Response

  Date: 11/30/2023

  The customer has been informed of our decision as a result of our investigation into the matters raised in their complaint.

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20834620
  
  I am writing in response to the message from Global Poker concerning my complaint (ID: ********* against the unjust deactivation of my customer account. I am rejecting this response because it fails to address the core issue at hand.
  To clarify, my husband and I both have separate accounts with Global Poker. It appears that my account was deactivated under the suspicion of being operated by the same person, which is not the case. We are two distinct individuals each managing our own accounts. The assumption that a single person is operating both accounts is incorrect and has led to an unfair decision affecting my account.
  The initial email from Global Poker, sent by **** of the Global Poker Game and Platform Integrity Team, did not provide specific evidence or instances to substantiate the deactivation of my account. It is essential to note that at no point have I breached any terms and conditions set forth by Global Poker. The lack of concrete evidence or clarification in their response further supports my stance that the deactivation is a mistake.
  I am seeking a fair and thorough re-evaluation of my case. The desired outcome is the reactivation of my account, recognizing that the deactivation was based on a misunderstanding regarding the operation of my husband's and my accounts.
  I appreciate the Better Business Bureau's assistance in this matter and look forward to a resolution that reinstates my access to Global Pokers services, acknowledging the individuality of both my husband's and my accounts.
  Thank you for your attention to this issue. I am eager for a prompt and just resolution.
  Sincerely,
  ************************;

  Business Response

  Date: 12/12/2023

  We have decided to maintain the decision as provided to the customer on 30 November 2023.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20834620
  
  Dear ****************,
  
  I am writing in response to Global Poker's decision to maintain the deactivation of my account (Complaint ID: *********. Their one-sentence response is both unacceptable and disrespectful, lacking any substantive explanation or evidence. This issue requires a more thorough and considerate approach.
  
  The decision to uphold my account's deactivation without any specific reasoning or evidence is unfair and demonstrates a lack of transparency. It's unreasonable to expect me to accept such a decision without a proper explanation.
  
  I insist on a detailed explanation regarding the grounds for the deactivation of my account. If ********************** claims a breach of their Terms & Conditions, they must substantiate these claims with clear evidence.
  
  I urge Global Poker to reassess their decision with the seriousness and attention it deserves. A mere one-line response to a situation affecting a customer's rights and access is highly inadequate.
  
  My position remains firm - I request the immediate reactivation of my account, given the lack of justification for its deactivation. I have not violated any terms and conditions, and this unwarranted action against my account needs to be reversed.
  
  I expect a prompt and detailed response to this rebuttal. The Better Business Bureau's role in ensuring fair and transparent business practices is crucial, and I trust that you will uphold these standards in addressing my complaint.
  
  Thank you for your immediate attention to this pressing issue.
  
  Sincerely,
  
  *************************************