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What's the Problem with HeroPoker.co.uk customer support ?

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  1. KzooKidd KzooKidd is offline

    Kalamazoo, MI
    United States

    Posts: 4
    Joined: Aug 12

    Aug 23rd, 2012 (8/23/2012 3:54am)

    Hero Poker customer support is a joke, don't bother with this site becaues you won't get paid.

    My son turned me on to the site about 5 weeks ago and I sign up and whacked a few freerolls real quick.

    I'm in the later stages of the $200 Horse freeroll with the nut hand with most of my chips in the pot with lots of action. Waiting for my final bet in the hand to put me all in and WHACK !!!! HeroPoker surpends mine and my wifes account, WTF. My wife was not even in the same game, she didn't even register for the Freeroll, She was playing in the $1 Sit n go.

    HeroPoker request ID for security reasons so we send copies of our ID, well that was almost 2 weeks ago and 5 emails.


    Below is a copy of my 2nd to last email.

    Hello Daniel;

    About a month ago I open an account with your company and have been very pleased with the poker action on your site. I'm a father of six grown children that have learned the art of poker. A few of my children and their spouses have also signed on to your site as well as my wife XXX XXXX.

    Obviously your site knows we have two players in my house and we don't hide the fact to players if we happen to meet at the same table (which is rare, but does happen). My wife's screen name is LadyKzoo and mine is KzooKidd.

    You company has suspended both of our accounts for security reasons, WHY ?

    Is this how your company treats new customers who Don't have to make a deposit to win at online poker?

    If you don't want people playing from the same ip that's fine, re-activate my account please, I'm an honest semi-pro live poker player for the past 12 years and a member of Pocker Fives. As you can see from my history that I'm a very good player and I have never had a problem with any other site.

    My State ID and my wife's Michigan Drivers Licences have already been sent.

    Thanks: XXX XXXX

    ================================================== ===========================

    Really starting to think Hero Poker is a waste of time, 50+ hours wasted building my bankroll to $80 from scratch, all for nothing.

    Don't waste your time or money on Here Poker, you won't get paid.


    KzooKidd
  2. KzooKidd KzooKidd is offline

    Kalamazoo, MI
    United States

    Posts: 4
    Joined: Aug 12

    Aug 24th, 2012 (8/24/2012 12:38am) in reply to KzooKidd

    Good News, I'm back on HeroPoker, however my wife's account is still down.

    I'll update this thread as needed, Thanks.

    Received this email today from HeroPoker.

    We are happy to inform you that the logging issue in your account has been fixed. You should have no problems logging into your account now.

    Please let us know if we can be of further assistance.

    Best regards,

    Stephanie
    Security Team
    Merge Gaming Network
    Thread Starter
  3. David Jung David Jung is offline Hero Poker CEO

    Seoul
    Korea, Republic of

    Posts: 215
    Joined: Jan 11

    Aug 24th, 2012 (8/24/2012 4:57am) in reply to KzooKidd

    Hey,
    I want to just apologize on behalf of the fraud support; they've done this multiple times where they simply disable the account when they are investigating, regardless if the player in play or not,
    if this doesn't get fully resolved, please send us an email to marketing@heropoker.co.uk and we will look into it above what the network support has provided.

    In terms of players who do read this thread and have similar issues, #1. the wait time for verification should never be more than 24 hours after you submitted your documents in, if you are not getting a response from support, then please email us at marketing@heropoker.co.uk

    We do realize that it seems stupid that you'd have to email another line of support if the initial support isn't satisfactory, but we do currently rely on the network for the front line of support.

    Apologies and best,
    David
  4. David Jung David Jung is offline Hero Poker CEO

    Seoul
    Korea, Republic of

    Posts: 215
    Joined: Jan 11

    Aug 24th, 2012 (8/24/2012 5:02am) in reply to David Jung

    Also, please just email directly than a PM here, unfortunately for some reasons, I'm not always able to access my PMs; I'd assume it's simply because some of the places I travel to have a bad connection, but it's consistent enough that it's just better to email us directly at marketing@heropoker.co.uk
  5. pokerproplaya08 pokerproplaya08 is offline

    FL
    United States

    Posts: 1,085
    Joined: Nov 09

    Aug 24th, 2012 (8/24/2012 7:27am) in reply to David Jung

     
    Originally Posted by David Jung View Post

    Also, please just email directly than a PM here, unfortunately for some reasons, I'm not always able to access my PMs; I'd assume it's simply because some of the places I travel to have a bad connection, but it's consistent enough that it's just better to email us directly at marketing@heropoker.co.uk

    Pretty sure David Jung is the nutnut as far as people in charge of a Skin/Site are concerned.
  6. BLUEberLEEZ BLUEberLEEZ is offline

    Nashville, TN
    United States

    Posts: 1,209
    Joined: Feb 07

    Aug 25th, 2012 (8/25/2012 1:21am) in reply to pokerproplaya08

     
    Originally Posted by pokerproplaya08 View Post

    Pretty sure David Jung is the nutnut as far as people in charge of a Skin/Site are concerned.

    .
    1
  7. stoneking89 stoneking89 is offline

    Mount Pleasant, MI
    United States

    Posts: 504
    Joined: Jul 08

    Sep 2nd, 2012 (9/2/2012 9:43pm) in reply to BLUEberLEEZ

    Im having issues logging on to my account and even though I sent support and marketing an email during prime time on a sunday I havent gotten a response in almost 3 hours. I was trying to play the 109 today and am unable to get any real response from support or marketing. I have been very upset with this turn around. When I first sent an email I didnt even get a response until I sent follow up emails an hour later. Very disappointed.
  8. machiavillain machiavillain is offline

    San Francisco, CA
    United States

    Posts: 2
    Joined: Oct 12

    Nov 18th, 2012 (11/18/2012 7:26pm) in reply to stoneking89

    bump

    What's going on with HeroPoker? The site's been down for nearly 5 days. All emails for support and marketing cannot be sent. And the major play through bonuses are gone. This is worrisome.
    Edited By: machiavillain Nov 18th, 2012 at 07:28 PM
  9. wackyJaxon wackyJaxon is offline Admin X

    Vilnius
    Lithuania

    Posts: 14,775
    Joined: Apr 06

    Nov 18th, 2012 (11/18/2012 7:57pm) in reply to machiavillain

    Site loaded up fine for me.
      1 
  10. machiavillain machiavillain is offline

    San Francisco, CA
    United States

    Posts: 2
    Joined: Oct 12

    Nov 18th, 2012 (11/18/2012 8:39pm) in reply to wackyJaxon

    http://www.heropoker.co.uk/

    Has been down, the skin works fine though.
  11. wackyJaxon wackyJaxon is offline Admin X

    Vilnius
    Lithuania

    Posts: 14,775
    Joined: Apr 06

    Nov 18th, 2012 (11/18/2012 8:55pm) in reply to machiavillain

    Ah, i see what you mean, the website is down for me as well.. very strange..
      1 
  12. elimherr elimherr is offline

    Denver, CO
    United States

    Posts: 2,216
    Joined: Apr 09

    Nov 19th, 2012 (11/19/2012 3:33pm) in reply to wackyJaxon

    Who cares they pulled all mtts except the micros. Gr8 site if your a freeroll grinder. Gg heropoker it was a good run.
     
  13. wackyJaxon wackyJaxon is offline Admin X

    Vilnius
    Lithuania

    Posts: 14,775
    Joined: Apr 06

    Nov 19th, 2012 (11/19/2012 4:47pm) in reply to elimherr

    When I just tried going to Hero's website, I got an advertisement for Parallels. Doesn't look promising.
      1 
  14. L Rocketz L Rocketz is offline

    NC
    United States

    Posts: 246
    Joined: Nov 08

    Nov 19th, 2012 (11/19/2012 5:49pm) in reply to wackyJaxon

    Schedule slowly coming back. Sundays don't look so bad anymore imo. Sick brag KzooKid. I freerolled to 26k this one-time at band camp, but wait, I don't think anyone really cares...
     
  15. ohoratiu ohoratiu is offline

    Romania

    Posts: 1
    Joined: Dec 12

    Dec 15th, 2012 (12/15/2012 8:23am) in reply to David Jung

     
    Originally Posted by David Jung View Post

    Also, please just email directly than a PM here, unfortunately for some reasons, I'm not always able to access my PMs; I'd assume it's simply because some of the places I travel to have a bad connection, but it's consistent enough that it's just better to email us directly at marketing@heropoker.co.uk

    The problem is that you don't answer e-mails also , I wrote like 5 e-mails in the last 3 weeks regarding my affiliate payment but didn't receive any answer.
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