R
rushdaman
Rock Star
Silver Level
Dylan: Thank you for contacting Live Chat Service. How may I assist you today?
susan rush: he only points that i get towards the leaderboard are for 1st and 2nd place finishes. I have not gotten any points for any finishes in 3rd-6th. I have screenshots of most of the sngs that i didnt finish in 1st and 2nd so i could document it. I am attaching a photo of my leaderboard point standing with the time in it. the photo is an attachment. Please give me the points im supposed to get for entry to sng's when i do not finish in 1st or 2nd. This has been going on for 3 days already. I have already sent many screenshots of my score.
susan rush: the** only
susan rush: I have sent the screenshots to management for the last 3 days
susan rush: and they keep saying did it update correctly? and send us another screenshot.
Dylan: To better assist you, would you please provide me with your account number and answer to your security question?
susan rush: other people are getting ahead of me on the leaderboard because im not getting the 10 points or 15 points for 3rd place. I only get points if i finish in the money.
Dylan: Are you referring to poker?
susan rush: yes sir
susan rush: poker sng leaderboard bronze
Dylan: I'm sorry for the delay. I'll be right with you...
susan rush: ok
Dylan: I would need to transfer you to poker for them to assist you with this
Dylan: Is it ok with you?
susan rush: can i talk to someone on the phone?
Dylan: On Poker only via live chat
susan rush: because this has been going on for the last 4 days
susan rush: ive already sent the screenshots to management at bol poker
susan rush: they keep saying wait till the investigation is finished
susan rush: yeah go head transfer me over to the poker
Dylan: Ok Susan, they are the most qualified to assist you regarding poker, have a nice day!
susan rush: ok
Chat InformationPlease wait while I transfer you to Shane.
Chat InformationYou are now chatting with Shane
\. Please record it in case of pending issue.
Shane: Hi Susan
susan rush: hey shane
Shane: We are very much aware
Shane: And we are still looking into it, it has come to my attention that there seems to be a few more players also having this issue
Shane: So we are just gathering as much information as possible so for us to have it resolved as a matter of urgency
susan rush: shane
susan rush: you told me 3 days ago
susan rush: that this would be resolved
Shane: We spoke last nigh Susan
Shane: Not 3 days ago
susan rush: oh im sorry that was kendrick
susan rush: and david
susan rush: and eveeryone else
susan rush: i have sent the screenshots
susan rush: give me the points i earned
susan rush: its a simple thing
Shane: I know it's simple Susan, not simple enough though, us in support do not deal with the leaderboard points directly, our card room department does
susan rush: why did kendrick say he would personally add on the points after reviewing my games then ?
Shane: We have a job to do and need to follow procedure, so procedure will be followed and once we have an answer, we will advise you accordingly. As mentioned, seems as though you are not the only player experiencing this issue
susan rush: how do i speak to someone at the card room department so i have assurance?
Shane: After his review more players have come forth with similar problems which leads us to believe the problem is bigger than just you
susan rush: great
Shane: You cannot speak to anybody in the card room department, I am your assurance
susan rush: why can i not speak to anyone in the card room department?
Shane: They do not deal directly with players
susan rush: so when i am emailing poker management im emailing you?
Shane: Not me directly, but they pass it down to me, I am the senior agent on shift at this hour. I have just checked, the rest of your details are currently in Kendricks work queue but he will not be in for a few hours, he is senior agent on the later shift
Chat InformationYour chat transcript will be sent to justsue360@yahoo.com at the end of your chat.
Shane: I see a bunch of emails between the two
Shane: Of you
Chat InformationYour chat transcript will be sent to justsue360@yahoo.com at the end of your chat.
susan rush: so if your are the senior agent on shift why cant you do anything? and why would kendrick be working on my behalf when you said the card room department deals with this?
Shane: With that said, I also ask that you bare in mind that Support is the only department that works around the clock 24/7. The other departments are not very operational on the weekends. So we will ask you to remain patient with this matter as we may have to escalate your problem along with a few other players leading to a bigger overall problem with the leaderboard points calculation system
susan rush: 24/7 and ive been saying this for over 3 days now and i still have not gotten any assurance that it will be fixed
susan rush: i mean seriously
susan rush: cmon
Shane: Susan, just like in any job, we have procedures to follow. If there is a problem we will be held responsible for it and reimburse you if needed or take whatever steps to rectify our problem. Just remain calm and patient, this will be resolved in due time
Shane: We are in a complete different time zone from you, errors cannot always be dealt with in real time
Shane: We do ask that you remain patient
susan rush: i was assured that if it wasnt fixed by 1am easteren time the points would be added
susan rush: i have been patient
Shane: Yes and by then we found that more players are having issues
susan rush: i have sent you guys everything you have asked for
Shane: Not patient enough
Shane: Yes and we thank you for that
Shane: We need more time, 24 hours is not 1 day in business hours.
Shane: We are a business, we run with business hours, so we really need you to be patient
susan rush: its been 3 days since the 1st screenshot
Shane: 2 days to be exact. Time zone differences, the weekend will not count either. Not considered working hours
Shane: We are working on it Susan, rest assured thereof
Shane: We have been around for many years, and if we have a problem we identify, rectify and reimburse where necessary
Shane: Rest assured it will all be sorted in due time
susan rush: so the sng leaderboard will be closed then?
susan rush: right?
Shane: Not closed, all points that were not added as they should would just be updated and manually added where needed
susan rush: but what happens when someone wins on the leaderboard, when someone else isnt getting the points they deserve?
susan rush: are you going to reimburse me for the leaderboard?
susan rush: i think the leaderboard needs to be shut down if the issue is affecting more than just me
Shane: This will all be rectified Susan, no need to worry.
Shane: Be patient
Shane: Everything will be okay
Chat InformationYour chat transcript will be sent to justsue360@yahoo.com at the end of your chat.
susan rush: thats what everyone has been telling me for the past 3 days
susan rush: but apparently its not okay
Shane: It will be okay Susan
Shane: So please remain patient
susan rush: i cannot believe you just said that again
susan rush: 3 days shane
susan rush: going on 4 tonight
Shane: If we in Support had the authority to get something done, it would have been done, but we don't and like any job we still need to abide by procedure.
susan rush: then why did kendrick say he would personally go over my sngs and add the points ?
Shane: Okay Susan, we can go back and forth, it is not going to speed up the process at all
susan rush: was he lieing to me?
susan rush: im trying to figure out how big of a scam this is
Shane: He was not telling lies Susan, if he presents the amount of points you should have had to the relevant person it can be added right there, but the relevant person is not yet around. So just remain patient
Shane: How is this a scam?
Shane: Why do you think it's a scam?
susan rush: when will the relevant person be around Shane?
Shane: A multi million dollar company that has been around for so many years rated one of the safest sites in 2017 a scam?
susan rush: i think maybe its a scam because ive seen numerous articles about this same thing about poker management at BOL
susan rush: telling people to send screenshots
susan rush: and they say remain patient
susan rush: and nothing happens
susan rush: ever
Shane: When was that? You saw some random article on the internet of all places probably dated years ago.
susan rush: not random
susan rush: wide spread all over numerous card playing forums
susan rush: for christ sake you cant even talk to someone if you have a problem over the phone
susan rush: its a joke
Shane: Okay Susan, we are all entitled to our own opinion so I have to respect yours
Shane: The poker and casino department does not have telephonic support
susan rush: if you cant do anything to help me then why even have a live chat??
Shane: As mentioned, like any job, there are procedures to follow
susan rush: i have followed every procedure
susan rush: i have sent screenshot after screenshot
Shane: Yes now allow us to do our jobs and proceed with our procedures please Susan
Shane: And we have them on file Susan
susan rush: Shane when will this problem be fixed?
Shane: it will, in due time
susan rush: another player at the same table says hes getting his ten points everytime
Shane: Okay Susan, we have been through this over and over again, you on chat with me right now is not going to speed anything up.
Shane: We are looking into it and will be handled accordingly
susan rush: im just saying shane when will it be fixed
susan rush: give me a timeframe to work with
Shane: Allow up to 48 hours
susan rush: ok
susan rush: my husband is a lawyer and he says this is false advertising/ a scam
Shane: Okay Susan, your husband is also entitled to his own opinion.
susan rush: i know its america
Shane: This chat is going round and round and not really going anywhere. I have advised you of all that needs to be advised. Allow up to 48 hours for a resolution.
Shane: If further assistance is required, please get in contact with us again, we'll be more than happy to assist you.
Chat InformationThank you. Please do not hesitate to contact us again.
You are not currently in a chat session. For immediate assistance, please initiate a chat.
You are not currently in a chat session. For immediate assistance, please initiate a chat.
susan rush: he only points that i get towards the leaderboard are for 1st and 2nd place finishes. I have not gotten any points for any finishes in 3rd-6th. I have screenshots of most of the sngs that i didnt finish in 1st and 2nd so i could document it. I am attaching a photo of my leaderboard point standing with the time in it. the photo is an attachment. Please give me the points im supposed to get for entry to sng's when i do not finish in 1st or 2nd. This has been going on for 3 days already. I have already sent many screenshots of my score.
susan rush: the** only
susan rush: I have sent the screenshots to management for the last 3 days
susan rush: and they keep saying did it update correctly? and send us another screenshot.
Dylan: To better assist you, would you please provide me with your account number and answer to your security question?
susan rush: other people are getting ahead of me on the leaderboard because im not getting the 10 points or 15 points for 3rd place. I only get points if i finish in the money.
Dylan: Are you referring to poker?
susan rush: yes sir
susan rush: poker sng leaderboard bronze
Dylan: I'm sorry for the delay. I'll be right with you...
susan rush: ok
Dylan: I would need to transfer you to poker for them to assist you with this
Dylan: Is it ok with you?
susan rush: can i talk to someone on the phone?
Dylan: On Poker only via live chat
susan rush: because this has been going on for the last 4 days
susan rush: ive already sent the screenshots to management at bol poker
susan rush: they keep saying wait till the investigation is finished
susan rush: yeah go head transfer me over to the poker
Dylan: Ok Susan, they are the most qualified to assist you regarding poker, have a nice day!
susan rush: ok
Chat InformationPlease wait while I transfer you to Shane.
Chat InformationYou are now chatting with Shane
\. Please record it in case of pending issue.
Shane: Hi Susan
susan rush: hey shane
Shane: We are very much aware
Shane: And we are still looking into it, it has come to my attention that there seems to be a few more players also having this issue
Shane: So we are just gathering as much information as possible so for us to have it resolved as a matter of urgency
susan rush: shane
susan rush: you told me 3 days ago
susan rush: that this would be resolved
Shane: We spoke last nigh Susan
Shane: Not 3 days ago
susan rush: oh im sorry that was kendrick
susan rush: and david
susan rush: and eveeryone else
susan rush: i have sent the screenshots
susan rush: give me the points i earned
susan rush: its a simple thing
Shane: I know it's simple Susan, not simple enough though, us in support do not deal with the leaderboard points directly, our card room department does
susan rush: why did kendrick say he would personally add on the points after reviewing my games then ?
Shane: We have a job to do and need to follow procedure, so procedure will be followed and once we have an answer, we will advise you accordingly. As mentioned, seems as though you are not the only player experiencing this issue
susan rush: how do i speak to someone at the card room department so i have assurance?
Shane: After his review more players have come forth with similar problems which leads us to believe the problem is bigger than just you
susan rush: great
Shane: You cannot speak to anybody in the card room department, I am your assurance
susan rush: why can i not speak to anyone in the card room department?
Shane: They do not deal directly with players
susan rush: so when i am emailing poker management im emailing you?
Shane: Not me directly, but they pass it down to me, I am the senior agent on shift at this hour. I have just checked, the rest of your details are currently in Kendricks work queue but he will not be in for a few hours, he is senior agent on the later shift
Chat InformationYour chat transcript will be sent to justsue360@yahoo.com at the end of your chat.
Shane: I see a bunch of emails between the two
Shane: Of you
Chat InformationYour chat transcript will be sent to justsue360@yahoo.com at the end of your chat.
susan rush: so if your are the senior agent on shift why cant you do anything? and why would kendrick be working on my behalf when you said the card room department deals with this?
Shane: With that said, I also ask that you bare in mind that Support is the only department that works around the clock 24/7. The other departments are not very operational on the weekends. So we will ask you to remain patient with this matter as we may have to escalate your problem along with a few other players leading to a bigger overall problem with the leaderboard points calculation system
susan rush: 24/7 and ive been saying this for over 3 days now and i still have not gotten any assurance that it will be fixed
susan rush: i mean seriously
susan rush: cmon
Shane: Susan, just like in any job, we have procedures to follow. If there is a problem we will be held responsible for it and reimburse you if needed or take whatever steps to rectify our problem. Just remain calm and patient, this will be resolved in due time
Shane: We are in a complete different time zone from you, errors cannot always be dealt with in real time
Shane: We do ask that you remain patient
susan rush: i was assured that if it wasnt fixed by 1am easteren time the points would be added
susan rush: i have been patient
Shane: Yes and by then we found that more players are having issues
susan rush: i have sent you guys everything you have asked for
Shane: Not patient enough
Shane: Yes and we thank you for that
Shane: We need more time, 24 hours is not 1 day in business hours.
Shane: We are a business, we run with business hours, so we really need you to be patient
susan rush: its been 3 days since the 1st screenshot
Shane: 2 days to be exact. Time zone differences, the weekend will not count either. Not considered working hours
Shane: We are working on it Susan, rest assured thereof
Shane: We have been around for many years, and if we have a problem we identify, rectify and reimburse where necessary
Shane: Rest assured it will all be sorted in due time
susan rush: so the sng leaderboard will be closed then?
susan rush: right?
Shane: Not closed, all points that were not added as they should would just be updated and manually added where needed
susan rush: but what happens when someone wins on the leaderboard, when someone else isnt getting the points they deserve?
susan rush: are you going to reimburse me for the leaderboard?
susan rush: i think the leaderboard needs to be shut down if the issue is affecting more than just me
Shane: This will all be rectified Susan, no need to worry.
Shane: Be patient
Shane: Everything will be okay
Chat InformationYour chat transcript will be sent to justsue360@yahoo.com at the end of your chat.
susan rush: thats what everyone has been telling me for the past 3 days
susan rush: but apparently its not okay
Shane: It will be okay Susan
Shane: So please remain patient
susan rush: i cannot believe you just said that again
susan rush: 3 days shane
susan rush: going on 4 tonight
Shane: If we in Support had the authority to get something done, it would have been done, but we don't and like any job we still need to abide by procedure.
susan rush: then why did kendrick say he would personally go over my sngs and add the points ?
Shane: Okay Susan, we can go back and forth, it is not going to speed up the process at all
susan rush: was he lieing to me?
susan rush: im trying to figure out how big of a scam this is
Shane: He was not telling lies Susan, if he presents the amount of points you should have had to the relevant person it can be added right there, but the relevant person is not yet around. So just remain patient
Shane: How is this a scam?
Shane: Why do you think it's a scam?
susan rush: when will the relevant person be around Shane?
Shane: A multi million dollar company that has been around for so many years rated one of the safest sites in 2017 a scam?
susan rush: i think maybe its a scam because ive seen numerous articles about this same thing about poker management at BOL
susan rush: telling people to send screenshots
susan rush: and they say remain patient
susan rush: and nothing happens
susan rush: ever
Shane: When was that? You saw some random article on the internet of all places probably dated years ago.
susan rush: not random
susan rush: wide spread all over numerous card playing forums
susan rush: for christ sake you cant even talk to someone if you have a problem over the phone
susan rush: its a joke
Shane: Okay Susan, we are all entitled to our own opinion so I have to respect yours
Shane: The poker and casino department does not have telephonic support
susan rush: if you cant do anything to help me then why even have a live chat??
Shane: As mentioned, like any job, there are procedures to follow
susan rush: i have followed every procedure
susan rush: i have sent screenshot after screenshot
Shane: Yes now allow us to do our jobs and proceed with our procedures please Susan
Shane: And we have them on file Susan
susan rush: Shane when will this problem be fixed?
Shane: it will, in due time
susan rush: another player at the same table says hes getting his ten points everytime
Shane: Okay Susan, we have been through this over and over again, you on chat with me right now is not going to speed anything up.
Shane: We are looking into it and will be handled accordingly
susan rush: im just saying shane when will it be fixed
susan rush: give me a timeframe to work with
Shane: Allow up to 48 hours
susan rush: ok
susan rush: my husband is a lawyer and he says this is false advertising/ a scam
Shane: Okay Susan, your husband is also entitled to his own opinion.
susan rush: i know its america
Shane: This chat is going round and round and not really going anywhere. I have advised you of all that needs to be advised. Allow up to 48 hours for a resolution.
Shane: If further assistance is required, please get in contact with us again, we'll be more than happy to assist you.
Chat InformationThank you. Please do not hesitate to contact us again.
You are not currently in a chat session. For immediate assistance, please initiate a chat.
You are not currently in a chat session. For immediate assistance, please initiate a chat.
Last edited: