Golden Palace ripoff - and fixes the problem!
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(15:02:25): Please wait... contacting available host.
(15:02:25): Player 'cdnmoose' joined chat.
(15:02:32): Host 'Denise-Host' joined chat.
Denise-Host (15:02:35): Hi, welcome to our poker room. How can I help you?
cdnmoose (15:02:43): how did i get in this $8 tourney?
cdnmoose (15:02:49): i never registered
cdnmoose (15:03:09): it just opened when i opened the gpp software
Denise-Host (15:03:24): you have to find the tournament on the table listiing
cdnmoose (15:03:45): hmm?
Denise-Host (15:04:03): do you see talble
cdnmoose (15:04:07): i didn't register for it
Denise-Host (15:04:14): *table*
cdnmoose (15:04:15): the tourney table is open
Denise-Host (15:04:33): ohh ok sorry.. you mean you are playing for it but never registered for it?
cdnmoose (15:04:53): is it a freeroll or a bug or did I get charged for it?
Denise-Host (15:05:01): let me checl
cdnmoose (15:05:03): yes i did not register for this tourney
cdnmoose (15:05:29): the table just popped open as soon as i logged into GPP
(15:05:57): Chat session has been closed...
Denise-Host (15:06:01): and you are currently on it?
cdnmoose (15:06:06): yep
Denise-Host (15:06:21): for today i show a 9 seat 1$ nl tournament
cdnmoose (15:06:28): yep
Denise-Host (15:06:32): but that was it..
cdnmoose (15:06:57): i haven't been logged in for about 15 hours
cdnmoose (15:08:05): so this tourney is some sort of free bug in the software?
Denise-Host (15:08:22): not that i am aware of..
Denise-Host (15:08:28): but i see no game play today
Denise-Host (15:08:35): not since you logged off last night
cdnmoose (15:08:43): no the tourney popped open as soon as i logged in
cdnmoose (15:10:00): i don't care as long as i didn't get charged for it
Denise-Host (15:10:07): to be honnest with you i dont know what tournament it is csince it dosent show on your history
Denise-Host (15:10:13): unless its for fun
cdnmoose (15:10:36): tourney 6233758 - $8
Denise-Host (15:10:47): what is the start time?
Denise-Host (15:10:54): can you see that?
cdnmoose (15:10:58): prize pool is $2176 so i don't think its for fun
Denise-Host (15:11:27): multi or single?
cdnmoose (15:11:31): 19
cdnmoose (15:11:36): 19:30 multi
Denise-Host (15:12:12): i see you in the tournament
cdnmoose (15:12:27): weird eh?
Denise-Host (15:13:10): i dont even see a buy in..
cdnmoose (15:13:16): bug?
cdnmoose (15:14:22): i see the buy-in 22:07 12-26
cdnmoose (15:14:39): but i didn't register for this tourney
cdnmoose (15:14:45): can i get a refund?
cdnmoose (15:15:16): it looks like i was double registered when i registered for the jingle rebuy
cdnmoose (15:15:23): it has the same time
Denise-Host (15:15:28): i saw that as well
Denise-Host (15:15:35): but its not the same tournament
Denise-Host (15:15:43): its a different number
cdnmoose (15:15:43): can you credit me $8.80?
cdnmoose (15:15:52): it is a bug
cdnmoose (15:16:32): i never registered or played any $8 tourney
Denise-Host (15:17:02): do you recall winning a feeder?
Denise-Host (15:17:12): maybe?
cdnmoose (15:17:20): no i don't play feeders or nl tourneys
cdnmoose (15:17:44): the only nl tourney i've played in a month is the jingle tourney last night
Denise-Host (15:17:50): i would ask you to play the tournament...
Denise-Host (15:17:54): once you see the tournament is over..
Denise-Host (15:18:06): we will be able to verify the registration and all
(15:18:44): Chat session has been closed...
cdnmoose (15:18:45): except i didn't register for this tourney and i don't really want to play it
cdnmoose (15:19:16): can't you just credit me the $8.80?
cdnmoose (15:19:45): ok i am out now
Denise-Host (15:19:56): we need to review when the tournament was registered
Denise-Host (15:20:10): i cannot give you back the 8.80 unless we investiage it..
cdnmoose (15:20:58): ok start please
cdnmoose (15:21:14): you can see i didn't register for that tourney
Denise-Host (15:21:31): one moment pls
cdnmoose (15:21:37): you can see it double registered me for an $8 tourney when I registered for the jingle tourney
cdnmoose (15:21:47): it is a bug in your software
Denise-Host (15:23:05): it cannot register you a to a tournament you did not request
Denise-Host (15:23:20): you baught in at the same time that you did for the jingle tournament
cdnmoose (15:23:32): you said it doesn't have the same number
Denise-Host (15:23:33): you could of easely un registered
cdnmoose (15:23:58): how can i it i don't know i am registered?
Denise-Host (15:24:03): it actully does.. i was looking at the wong page
Denise-Host (15:24:14): if you go to the my tournament page.
cdnmoose (15:24:30): how can i register for two tourneys at the same time?
Denise-Host (15:24:31): you will see the tournament that you are currently playing on the ones that you have registered for
Denise-Host (15:24:41): you can even verify
Denise-Host (15:24:46): by going to the cashier window
Denise-Host (15:24:50): and request statement\
Denise-Host (15:25:02): when the registration was made
cdnmoose (15:25:08): i can see that but i did not register for this tourney
cdnmoose (15:26:10): as soon as i found out about it, I contacted you right away
cdnmoose (15:26:22): i did not register for this tourney
cdnmoose (15:26:56): how can i register for two tourneys at exactly the same second
cdnmoose (15:27:20): i would like a credit please
Denise-Host (15:27:23): its possible that they were one under the other
cdnmoose (15:27:38): not two tourneys that are 15 hours apart
Denise-Host (15:27:52): but i cannot refund you that tournament
cdnmoose (15:27:56): registration for this tourney probably wasn't even open at that time
Denise-Host (15:28:06): you clearly registered for it..
cdnmoose (15:28:13): i did NOT
Denise-Host (15:28:22): you can register for tournament days in advance
cdnmoose (15:28:25): you can see the tourneys i play
cdnmoose (15:28:40): well clearly the two tourneys are not side by side
cdnmoose (15:29:44): cmon i am asking for some consideration here
Denise-Host (15:30:04): how can we pay for something that you registered for?
cdnmoose (15:30:18): because it is a bug
Denise-Host (15:30:23): its not a bug
cdnmoose (15:30:25): i said i did not register for it
Denise-Host (15:30:28): it shows the registeration
cdnmoose (15:30:33): the two tourneys are very far apart
cdnmoose (15:30:37): i don't play nl tourneys
cdnmoose (15:30:43): give me some consideration
cdnmoose (15:30:49): i play here frequently
cdnmoose (15:31:08): it registered me for two tourneys at once
Denise-Host (15:31:24): i understand that, but nobody couldnt of registered to it but you or someone that has access to the account
cdnmoose (15:31:36): at the same time? come on
(15:31:43): Host 'Bobby-Host' joined chat.
Bobby-Host (15:31:46): hi
Bobby-Host (15:31:49): this is bobby
cdnmoose (15:31:53): hello
(15:31:53): Host 'Denise-Host' left chat.
Bobby-Host (15:31:54): one of the managers on shift
cdnmoose (15:32:27): for some reason when i registered for the jingle tourney last night i was also registered for an $8 tourney today
Bobby-Host (15:32:33): please stand by
cdnmoose (15:32:43): it show two registrations at the same time
Bobby-Host (15:35:08): yes as mentioned by denisse it was registered by your end, i'm sorry but we cannot refund you
cdnmoose (15:35:25): i did NOT register for this tourney
cdnmoose (15:35:31): it is a bug in your software
cdnmoose (15:35:43): it registered me for two tourneys at once
cdnmoose (15:35:54): i am asking for some goodwill on your part
Bobby-Host (15:36:30): no there is no way it would do it, you would not only need to click on it but also confirm it
Bobby-Host (15:36:33): i am sorry i cannot
cdnmoose (15:36:49): you can clearly see that the tourneys were registered at the same time
cdnmoose (15:37:02): the tourneys were HOURS apart
cdnmoose (15:37:20): they wouldn't even be close together on the tourney page
cdnmoose (15:37:31): it was a bug on your part
Bobby-Host (15:37:37): we cannot know if you would of registered early for it
Bobby-Host (15:37:48): i am sorry but the answer is no i cannot refund you
cdnmoose (15:37:49): two tourneys at the same time?
cdnmoose (15:38:12): i am sorry then i can not play here any more if you can not refund me $8.80
cdnmoose (15:38:27): i have been playing here over 6 months
cdnmoose (15:38:44): i find your lack of goodwill very disconcerting
Bobby-Host (15:40:32): i'm sorry but this was all done on your end i cannot, you could just as easily won the game and got funds, would you of given that back to us?
Bobby-Host (15:40:48): no, nor would we of asked you to
Bobby-Host (15:40:50): but at this time
cdnmoose (15:40:52): i contacted you as soon as i found out i was registered for this tourney
Bobby-Host (15:40:54): i cannot do your request
cdnmoose (15:41:14): you refuse to correct as mistake on your part
Bobby-Host (15:41:28): its not on our part
Bobby-Host (15:41:38): the system cannot add you with out you entering it
cdnmoose (15:41:45): you refuse to offer goodwill to a regular player on your site
Bobby-Host (15:41:46): it even asks for confirmation you want to buy in
Bobby-Host (15:41:50): which you need to click yes to
cdnmoose (15:41:56): i did not
cdnmoose (15:42:21): i started this discussion before the tourney was over
cdnmoose (15:42:36): i was was offered a refund i would have left the tourney immediately
Bobby-Host (15:42:37): fact remains it was registered on your end
cdnmoose (15:42:45): i did not register for this tourney
cdnmoose (15:43:05): you refuse to offer any good will
cdnmoose (15:43:23): you refuse to entertain any possibility of an error in your software
Bobby-Host (15:43:52): i cannot credit you for this i'm sorry the game has never registered a player on its own
cdnmoose (15:43:58): no problem i am withdrawing my funds
cdnmoose (15:44:23): i hope the $8.80 is worth it to you in lost business and bad reputation
Bobby-Host (15:45:05): thats your choice
Bobby-Host (15:45:08): i'm sorry
cdnmoose (15:45:15): me too
Bobby-Host (15:45:28): thank you, have a nice day bye.
(15:45:37): Chat session has been terminated.
(15:02:25): Please wait... contacting available host.
(15:02:25): Player 'cdnmoose' joined chat.
(15:02:32): Host 'Denise-Host' joined chat.
Denise-Host (15:02:35): Hi, welcome to our poker room. How can I help you?
cdnmoose (15:02:43): how did i get in this $8 tourney?
cdnmoose (15:02:49): i never registered
cdnmoose (15:03:09): it just opened when i opened the gpp software
Denise-Host (15:03:24): you have to find the tournament on the table listiing
cdnmoose (15:03:45): hmm?
Denise-Host (15:04:03): do you see talble
cdnmoose (15:04:07): i didn't register for it
Denise-Host (15:04:14): *table*
cdnmoose (15:04:15): the tourney table is open
Denise-Host (15:04:33): ohh ok sorry.. you mean you are playing for it but never registered for it?
cdnmoose (15:04:53): is it a freeroll or a bug or did I get charged for it?
Denise-Host (15:05:01): let me checl
cdnmoose (15:05:03): yes i did not register for this tourney
cdnmoose (15:05:29): the table just popped open as soon as i logged into GPP
(15:05:57): Chat session has been closed...
Denise-Host (15:06:01): and you are currently on it?
cdnmoose (15:06:06): yep
Denise-Host (15:06:21): for today i show a 9 seat 1$ nl tournament
cdnmoose (15:06:28): yep
Denise-Host (15:06:32): but that was it..
cdnmoose (15:06:57): i haven't been logged in for about 15 hours
cdnmoose (15:08:05): so this tourney is some sort of free bug in the software?
Denise-Host (15:08:22): not that i am aware of..
Denise-Host (15:08:28): but i see no game play today
Denise-Host (15:08:35): not since you logged off last night
cdnmoose (15:08:43): no the tourney popped open as soon as i logged in
cdnmoose (15:10:00): i don't care as long as i didn't get charged for it
Denise-Host (15:10:07): to be honnest with you i dont know what tournament it is csince it dosent show on your history
Denise-Host (15:10:13): unless its for fun
cdnmoose (15:10:36): tourney 6233758 - $8
Denise-Host (15:10:47): what is the start time?
Denise-Host (15:10:54): can you see that?
cdnmoose (15:10:58): prize pool is $2176 so i don't think its for fun
Denise-Host (15:11:27): multi or single?
cdnmoose (15:11:31): 19
cdnmoose (15:11:36): 19:30 multi
Denise-Host (15:12:12): i see you in the tournament
cdnmoose (15:12:27): weird eh?
Denise-Host (15:13:10): i dont even see a buy in..
cdnmoose (15:13:16): bug?
cdnmoose (15:14:22): i see the buy-in 22:07 12-26
cdnmoose (15:14:39): but i didn't register for this tourney
cdnmoose (15:14:45): can i get a refund?
cdnmoose (15:15:16): it looks like i was double registered when i registered for the jingle rebuy
cdnmoose (15:15:23): it has the same time
Denise-Host (15:15:28): i saw that as well
Denise-Host (15:15:35): but its not the same tournament
Denise-Host (15:15:43): its a different number
cdnmoose (15:15:43): can you credit me $8.80?
cdnmoose (15:15:52): it is a bug
cdnmoose (15:16:32): i never registered or played any $8 tourney
Denise-Host (15:17:02): do you recall winning a feeder?
Denise-Host (15:17:12): maybe?
cdnmoose (15:17:20): no i don't play feeders or nl tourneys
cdnmoose (15:17:44): the only nl tourney i've played in a month is the jingle tourney last night
Denise-Host (15:17:50): i would ask you to play the tournament...
Denise-Host (15:17:54): once you see the tournament is over..
Denise-Host (15:18:06): we will be able to verify the registration and all
(15:18:44): Chat session has been closed...
cdnmoose (15:18:45): except i didn't register for this tourney and i don't really want to play it
cdnmoose (15:19:16): can't you just credit me the $8.80?
cdnmoose (15:19:45): ok i am out now
Denise-Host (15:19:56): we need to review when the tournament was registered
Denise-Host (15:20:10): i cannot give you back the 8.80 unless we investiage it..
cdnmoose (15:20:58): ok start please
cdnmoose (15:21:14): you can see i didn't register for that tourney
Denise-Host (15:21:31): one moment pls
cdnmoose (15:21:37): you can see it double registered me for an $8 tourney when I registered for the jingle tourney
cdnmoose (15:21:47): it is a bug in your software
Denise-Host (15:23:05): it cannot register you a to a tournament you did not request
Denise-Host (15:23:20): you baught in at the same time that you did for the jingle tournament
cdnmoose (15:23:32): you said it doesn't have the same number
Denise-Host (15:23:33): you could of easely un registered
cdnmoose (15:23:58): how can i it i don't know i am registered?
Denise-Host (15:24:03): it actully does.. i was looking at the wong page
Denise-Host (15:24:14): if you go to the my tournament page.
cdnmoose (15:24:30): how can i register for two tourneys at the same time?
Denise-Host (15:24:31): you will see the tournament that you are currently playing on the ones that you have registered for
Denise-Host (15:24:41): you can even verify
Denise-Host (15:24:46): by going to the cashier window
Denise-Host (15:24:50): and request statement\
Denise-Host (15:25:02): when the registration was made
cdnmoose (15:25:08): i can see that but i did not register for this tourney
cdnmoose (15:26:10): as soon as i found out about it, I contacted you right away
cdnmoose (15:26:22): i did not register for this tourney
cdnmoose (15:26:56): how can i register for two tourneys at exactly the same second
cdnmoose (15:27:20): i would like a credit please
Denise-Host (15:27:23): its possible that they were one under the other
cdnmoose (15:27:38): not two tourneys that are 15 hours apart
Denise-Host (15:27:52): but i cannot refund you that tournament
cdnmoose (15:27:56): registration for this tourney probably wasn't even open at that time
Denise-Host (15:28:06): you clearly registered for it..
cdnmoose (15:28:13): i did NOT
Denise-Host (15:28:22): you can register for tournament days in advance
cdnmoose (15:28:25): you can see the tourneys i play
cdnmoose (15:28:40): well clearly the two tourneys are not side by side
cdnmoose (15:29:44): cmon i am asking for some consideration here
Denise-Host (15:30:04): how can we pay for something that you registered for?
cdnmoose (15:30:18): because it is a bug
Denise-Host (15:30:23): its not a bug
cdnmoose (15:30:25): i said i did not register for it
Denise-Host (15:30:28): it shows the registeration
cdnmoose (15:30:33): the two tourneys are very far apart
cdnmoose (15:30:37): i don't play nl tourneys
cdnmoose (15:30:43): give me some consideration
cdnmoose (15:30:49): i play here frequently
cdnmoose (15:31:08): it registered me for two tourneys at once
Denise-Host (15:31:24): i understand that, but nobody couldnt of registered to it but you or someone that has access to the account
cdnmoose (15:31:36): at the same time? come on
(15:31:43): Host 'Bobby-Host' joined chat.
Bobby-Host (15:31:46): hi
Bobby-Host (15:31:49): this is bobby
cdnmoose (15:31:53): hello
(15:31:53): Host 'Denise-Host' left chat.
Bobby-Host (15:31:54): one of the managers on shift
cdnmoose (15:32:27): for some reason when i registered for the jingle tourney last night i was also registered for an $8 tourney today
Bobby-Host (15:32:33): please stand by
cdnmoose (15:32:43): it show two registrations at the same time
Bobby-Host (15:35:08): yes as mentioned by denisse it was registered by your end, i'm sorry but we cannot refund you
cdnmoose (15:35:25): i did NOT register for this tourney
cdnmoose (15:35:31): it is a bug in your software
cdnmoose (15:35:43): it registered me for two tourneys at once
cdnmoose (15:35:54): i am asking for some goodwill on your part
Bobby-Host (15:36:30): no there is no way it would do it, you would not only need to click on it but also confirm it
Bobby-Host (15:36:33): i am sorry i cannot
cdnmoose (15:36:49): you can clearly see that the tourneys were registered at the same time
cdnmoose (15:37:02): the tourneys were HOURS apart
cdnmoose (15:37:20): they wouldn't even be close together on the tourney page
cdnmoose (15:37:31): it was a bug on your part
Bobby-Host (15:37:37): we cannot know if you would of registered early for it
Bobby-Host (15:37:48): i am sorry but the answer is no i cannot refund you
cdnmoose (15:37:49): two tourneys at the same time?
cdnmoose (15:38:12): i am sorry then i can not play here any more if you can not refund me $8.80
cdnmoose (15:38:27): i have been playing here over 6 months
cdnmoose (15:38:44): i find your lack of goodwill very disconcerting
Bobby-Host (15:40:32): i'm sorry but this was all done on your end i cannot, you could just as easily won the game and got funds, would you of given that back to us?
Bobby-Host (15:40:48): no, nor would we of asked you to
Bobby-Host (15:40:50): but at this time
cdnmoose (15:40:52): i contacted you as soon as i found out i was registered for this tourney
Bobby-Host (15:40:54): i cannot do your request
cdnmoose (15:41:14): you refuse to correct as mistake on your part
Bobby-Host (15:41:28): its not on our part
Bobby-Host (15:41:38): the system cannot add you with out you entering it
cdnmoose (15:41:45): you refuse to offer goodwill to a regular player on your site
Bobby-Host (15:41:46): it even asks for confirmation you want to buy in
Bobby-Host (15:41:50): which you need to click yes to
cdnmoose (15:41:56): i did not
cdnmoose (15:42:21): i started this discussion before the tourney was over
cdnmoose (15:42:36): i was was offered a refund i would have left the tourney immediately
Bobby-Host (15:42:37): fact remains it was registered on your end
cdnmoose (15:42:45): i did not register for this tourney
cdnmoose (15:43:05): you refuse to offer any good will
cdnmoose (15:43:23): you refuse to entertain any possibility of an error in your software
Bobby-Host (15:43:52): i cannot credit you for this i'm sorry the game has never registered a player on its own
cdnmoose (15:43:58): no problem i am withdrawing my funds
cdnmoose (15:44:23): i hope the $8.80 is worth it to you in lost business and bad reputation
Bobby-Host (15:45:05): thats your choice
Bobby-Host (15:45:08): i'm sorry
cdnmoose (15:45:15): me too
Bobby-Host (15:45:28): thank you, have a nice day bye.
(15:45:37): Chat session has been terminated.
Comments
Just think of it as the 'extra' rake you pay every once in a while to play online
Pitboss@GoldenPalacePoker.com
Last night I registered for your Jingle rebuy tourney. Due to some error I was simultaneously registered for the $8.80 $1000 Guaranteed tournament at 19:30 gmt today. I did not register for this tournament. If you review my play you can see that I have never played this particular tournament before. Unfortunately I did not learn of the registration until the tourney window popped open when I logged in today. I immediately contact customer service to notify them of the error while the tourney was in progress. The chat is attached at the end of this email.
2005-12-26 22:07 78480181 Buy Chips 1.00 281.60 Tournament: *JINGLE REBUY tournament.
2005-12-26 22:07 78480202 Buy Chips 8.80 272.80 Tournament: $1000 Guar't'd - 12 min rounds
As the manager Bobby states it would be very difficult to accidently register for this tournament. I would have to click on register and then confirm it as well. I did not do any of these things. These two tournaments, as you can see were registered for at exactly the same time, yet they were held hours apart so could not have been anywhere near each other in the tournament registration window.
I was very disappointed by his response, as I have been a long time player at this site, since May 05 and have made almost $1000 in deposits over this time. As your mission statement is to offer "top quality customer support", I expected better consideration. I enjoy playing at GPP but have been forced to withdraw my funds from your site over this matter. I can not continue to play at a site which refuses to offer any good will to an established player. You offer deposit bonuses and giveaways frequently yet stand your ground over $8.80, refusing to entertain any possibility other than player error.
As I have stated before I did not register for this tournament. I would be very happy to return and redeposit my funds on your site if you would be willing to credit my account the $8.80.
Thank you for your attention in this matter.
MISSION STATEMENT
Golden Palace Poker is dedicated to providing an enjoyable, state-of-the-art Internet poker playing experience focused on fair play, top quality customer support and a sense of community.
I have credited your account with the $8.80 for this tourney. We have checked into the error, and from what we see it was registered for from your IP address. I am not sure exactly how it happened, the only thing I can think of is player error, but the possibility of a glitch does exist, which is why we have decided to refund you.
Thank you
Kyle
Pitboss@pokerhosts.com
I love the fact that they admit nothing and give you one final parting shot..