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I'm a regular on WPTG, I have millions of hands online, I'm a diamond Commerce Casino player, I have over 60k hands on the 6max tables there on WPTG and a bunch of hands in tournaments too. I hit a straight flush and was owed a $300 jackpot. The moment I hit this hand, my poker client completely froze, this has never happened before in over 60k hands. I have 3 photos including one on my camera phone. The client froze for over 5 minutes and never came back, I had to close it myself and reopen it.
I've dealt with the WPTG support twice now and both times they've been terrible. They refuse to pay me out. I asked first for help with the software so I won't have an issue like this, they refused to help saying "our software is fine, the issue is on your end, we can't help". They're saying it was "an isolated issue" so they're refusing to pay me out my $300. I rate the service I've got from them 3/10 and they get 2 marks for replying quickly. They are terrible and Pokerstars and GG do an infinitely better job.
I think I should be paid out the $300, it doesn't seem worth it to lose me as a client over this. I've attached the photo, I have two more photos including one taken on a camera phone and the support team can clearly see the hand. I also said I wanted to make a complaint and they've refused to give me the name of who I'm talking to or the name of who's refused to pay me out.
Claimed loss: $300 - $1600, stress, time, financial security
Desired outcome: I want to get paid the money I'm owed and I want the support team to be improved.
I'm now deciding to close my WPTG account as their support team clearly doesn't want like me playing there. Terrible experience. The money is pretty significant for me at this moment in time. Never heard of ANYONE who wouldn't pay out a top regular on their site.
I wanted to keep this message short but I can add paragraphs and paragraphs to this message about how TERRIBLE WPTG support is. If you're a new poker player looking for a site, as a player with over 4 million hands online and hundreds of K in profits, I 100% recommend staying away from WPTG. I've never heard of ANY company that wouldn't pay out one of their top volume players $300 in a situation like this, so if you're a new player they will screw you over in many ways.
