The Internet is full of complaints, consumers unhappy with a product or service that has not met with their expectations, and they feel compelled to spread their words of warning, warding others away from whatever pitfall they fell into. Sometimes this is legit, whilst on other occasions the perceived slight is exagerrated or their expectations where just far too high in the first place.
So I wanted to share this experience that happened to me today with GG. I'm aware of at least one forum member who is, shall we say, less than happy with GG's product!
I logged in this morning to collect my daily complimentary ticket - today was a $0.25 Battle Royale. This afternoon during my lunch break, I wanted to use the ticket and clicked to register using said ticket. I was dismayed to read a pop-up that stated "Your balance is currently LOCKED. Please email help@ggpoker for further assistance."
Oh no! What rule have I broken? I've read of scare stories involving gaming operators (in this instance not GG) suspending customer accounts and seizing their funds indefinitely, never to be returned. Oh god, what have I done? This isn't fair!
I checked my emails, in case I had been sent an explanation. There was nothing in my inbox. So I quickly drafted a message to the help address provided. Within the hour (actually I think 15 minutes) I recieved a reply stating that they had escalated my query to the GGCare team, who would provide me with further help/explanation.
In the meantime, I had found a message from GGcare to me in my spam folder. It was 2 days old and explained that they wished to check in with me, asking how I was finding the product, whether it was enjoyable, did I find gambling in general to be problematic in my life and on a scale of 1-10 what the impact of gaming had upon me presently and what that number means to me.
Whilst belatedly replying to this message, GGcare had emailed me, still within the hour, to say that they had locked my account because I hadn't responded to their enquiry, and as stated in their original email, the 48hour reply window was policy and that if a customer didn't reply within that time, locking their account was a precaution until they did.
So, having already formulated a reply and sent it off, I relaxed knowing that I hadn't contravened some obscure rule in the T&Cs, albeit I was slightly miffed that they locked my account just because I hadn't replied to this message!
To finish off, I got a reply thanking me for my detailed answer, that she was glad to see I was playing sustainably and enjoying my hobby, and that should this ever change please do not hesitate to contact them and ask for help.
All in all, I don't know what experiences others have had and I don't want to say that their experience(s) are invalid, but I am impressed that they took the time to enquire of a customer's wellbeing, and contrary to other comments I found on google, their response time to my emails was minutes rather than hours, or days!
Suffice to say that within three hours of discovering this situation, my account was restored and what could have been a stressful afternoon has left me feeling rather positive!
Whether it's because of UK legislation or not, I'm impressed by the ethics GG has shown here, and even if its acting on a legal duty of care or not, it shows they are not just driven by the bottom line and making $$$.
I for one am happy that someone is looking out for my welfare, and that should gambling become a negative in my life, I'm not stuck in despair, feeling nobody cares with nowhere to turn and nobody checking in on me.
Kudos GG!
be reasonable. The customer service rep is the person who can restore access to your money. Help them want to do that.
