Dear/Hi/Hello there,
I do not really know what is going on with your client or company, obviously, but it is a terrible experience sitting in a tourney for long hours, get in a good position and this usual crash comes again.
I'd like to ask you make a video about it, and post it on all social media sites.
I really don't understand few basic things, I see plenty new players in your room, but I recognize, plenty leave, as well. Most of them because of some annoying, basic issue. Even I like the structures, the software, I think, it could be great, if it would be really fixed and a little bit faster. I'd like to share, what is really annoying for me. What would really improve my poker experience with your company - probably not only mine.
1., Obviously this usual crashes, after update or without update, I can live with that, but would be nice to explain straight-forward to everybody, as I never have found a straight, clear, honest explanation for it.
2., If you know these crashes coming time by time, would be really nice, if you would make a new 'system' for the tourney refunds, especially to those where players are ITM, would be great to share the rest of the prize not equally - even today, it is good for me, last month I was on the other side, too -, but based, divide and multiplied by the actual BBs of the players. (Really annoying, there is a given tourney, 15-20 players left, and who has got 100BB gets the same amount of refund like the player with 2 or 3 BB...)
3., The Blitz Poker - I try to stay far from that -, but the software put the players sit out time by time, and it is like that since a year... sometimes I even have to close the table and reopen... - maybe it has effect for the dealt cards, as well (last time, when I deeply followed, and checked, as it was so visible and suspicious, i got this result: I looked at 3K dealt hands, I got 3 AA, 2 KK, 4 QQ and 11 AK , sorry but it is more than unreal, and this is not the bad luck category, as it is repeating similar structures again and again.)
3., Small thing, but there is no option at the tables for mucking or possibly showing the cards after a folded round. (Earlier you had it, I did not even get, why you deleted it, as it is pretty basic...)
4., Even you keep posting social media sites, answer for questions, your homepage, what is the first for a new player - I even go there several times in a month, as I get used to it from other poker rooms, I find there everything up to date -, so your homepage is terribly out of date. There are plenty already changed details, information, rake count does not match totally, the screenshoots were taken years ago, when the 'My account' page was totally different, no fully detailed description about games, series etc., etc.
5., I can't search for the deposit/withdrawal in the history, like we could do it earlier, I can just see it in the lobby - even I found it after a while, as it is not described anywhere....
6., The notes still not fixed properly, I still experience disappearing notes...
7., I liked your live chat, now you do not have it, okay I can live with that, too, but it is nuts, that you expect, instead of a 2 minutes conversation, someone will wait 24-72 hours for an email answer, and I must answer back and again wait days... to be honest no online business can keep customers with this kind of policy, mentality, this is more than basic.
(I just have an ongoing 'conversation' since 2 days about a 'disappeared' deposit, you asked a screenshoot after few hours my complain, I sent it more than 24 hours ago, and still no answer, when obviously I clearly see I sent it to the correct address.... of course, I stay, but most of the players leave, straight away, after an event like this...)
So probably you should focus for the existing clients same or a bit more than collect new ones and keep posting everywhere on soc medias. Even I understand that one, too, but I can't really accept, that is the first and your already customers are the 'secondary citizens'... - maybe it is just part of the new world 'trend' :
)))
8., Great you use crypto, but would be nice straight description, explanation one by one. Also my experience, the BTC deposit/withdrawal is okay, I made 2 in ETH and it is everything just not okay, first I had to wait for a deposit 5-6 hours, now I am waiting for it since Monday, when it was there within an hour, - as everybody can check it....
Do not mention, that you want to use crypto, so you block debit/credit cards without reason....
9., I read the information about updates, I get it someone likes them, but for many of us - as I read the comments about it - totally useless, meaningless, does not improve anything, even make things worse....
10., Totally personal, only about me, but I can't request blocking the casino on my account.
I have the feeling that I forgot something, but I am going to post it asap I have it.
Hope, some of you will take a consideration for sort out the more important, basic things on your client/site/company.
All the best!
