Joined: Dec '11
Location: Malta
Age: 36 (M)
Posts: 51
Hello Everyone.
My name is Jonas and I will serve as a representative for HPP in this thread and do my utmost to help clarify the issues and questions you guys are having. Since we launched for real the 15th of November 2011, we have been swarmed with emails to our support. I must shamefully admit that our response time is currently nowhere near acceptable at this time. But rest assured that everyone will receive an answer and will have their withdrawal requests processed. Players who had their money stuck in play can speed up the reimbursement process, when addressing our support. By providing our support team with relevant information like: Date/time of incident, amount to look for, screenshots & tournament IDs. Then they are able to find the relevant logs faster and process your claims faster. If you already wrote to support, please do not send another email as you are already in the queue and will receive a response.
We have recently purchased new servers and a backup line to prevent further crashing. This should also reduce the load time some of you have been experiencing, which also have caused hiccups and grief for all parties. The majority of software ‘bugs’ occur when there is a lot of strain on the servers and in crash situations. Hopefully the new hardware investments will eliminate the majority of these ‘bugs’.
Currently you are able to deposit using; Visa, Mastercards, Webmoney and Money Bookers. We cannot process withdrawals to Mastercards at this time. In order to successfully withdraw your money, you must use one of the following options: Visa/Webmoney/Money Bookers. At the moment our payment options are limited. Options like NETeller will be implemented in the foreseeable future along with other common payment methods.
We are still a very young site and our software design is very ambitious. So I urge all of you to be patient with us and give us a chance to prove our worth.
Joined: May '09
Location: India
Age: 37 (M)
Posts: 4873
you sure are up for hot reception anyway good thing high pulse have a rep here, will surely decrease number of useless threads in forum. and welcome to BRM
Joined: Oct '11
Location: Belgium
Age: 44 (M)
Posts: 138
Thank you for finally giving us some form of communication and some answers.I must admit i was getting very angry because of my account being put on zero,tournaments gone bad and no answers.lets hope that the problems wiil be solved or that sollutions will be found.Now that we have a rep i think most of us will be more patient
Joined: Nov '11
Location: United Kingdom
Age: 60 (M)
Posts: 44
I agree, Supernoob...good that Jonas is willing to come and field the flack. I have just deposited and withdrwn but as yet don't know if it has been successful...we'll see!
But nevertheless, thanks Jonas for making HPP a bit more visible here, and good wishes to you all.
Joined: Dec '11
Location: Malta
Age: 36 (M)
Posts: 51
Dear Darth_bane,
If you are missing money due to the 'stuck in play' bug, then send me your nickname (table name) on High Pulse in a PM or post it on here and I will try to resolve it immediately.
Joined: Dec '10
Location: United Kingdom
Age: 43 (M)
Posts: 272
Hi Jonas,
I would just like to say thanks for all the help you and the guys from support have given me personally. Sure, some emails took a long time to be replied to, but when you did, the replies were always friendly, informative, and you do seem like you really want to help! which can not be said for all poker site support teams.
I guess patience is the key word at the moment, for anyone with problems.
Very nice idea to start this thread for BRM members.
Joined: Oct '11
Location: Belgium
Age: 44 (M)
Posts: 138
JONAS, the money i lost was during a ring game,it wasn't much on 66cts and further i lost my buy in with a 200gtd tournament and that wasn't reimbursed,my nick id Darth bane on HP.I do appreciate the effort but the money isn't so important.I will be sattisfied if an effort is being made to minimise these problems in the future wich you feel tou are doing this very moment so thank you
Joined: Nov '11
Location: Philippines
Age: 48 (M)
Posts: 21
good day Mr. Jonas, i just have some question to ask. why i can not see any options on cashing out? i know that i have to make a deposit first before i can make a withdrawal. does it mean that i can only see options on cashing out if i make my first deposits? thanks and more power to highpulse
Joined: Mar '10
Location: Croatia
Age: 74 (F)
Posts: 1038
Hi Jonas,that is great of you.Yesterday I do deposit and after that request cashout by Moneybookers and (yes Macerenz then you will see all for cashout) money was on my account for 1 hour or little less,I just want to see how it works and it's very quick.Very nice idea for communication between players and High pulse
Joined: Mar '11
Location: Germany
Age: 54 (M)
Posts: 217
Oh that´s fine, I appreciate that. Some questions:
1. There´s a button for Omaha H/L in the Lobby. When will HP offer the H/L format and is there a chance that additional mixed games or even razz will be implemented?
2. When will the client version for Linux 64 Bit be available (I am fed up with Windows...). Can you already tell something about the progress?
Joined: Mar '09
Location: Greece
Age: 47 (F)
Posts: 14136
@Doberhain. I would expect first to fix all their issues and then doing what you said. An also very important thing is the tournament ranking. It seems when there are many entries it doesnt work. Thats basic. You always want to know your position either its in first 9 places or not
Joined: Feb '11
Location: Canada
Age: 39 (M)
Posts: 1660
Greetings Jonas, and welcome to the Bank Roll Mob Forums. Just wanted to say: Who ever thought of bringing the support team here is a genius. This is a great collaborative effort.
Also thanks for helping me out with all the stuff prior to this thread. I don't have any concerns now but at least now I'll know where to turn.
Joined: Mar '11
Location: Canada
Age: 73 (M)
Posts: 216
FOR ALL BRM Members
Have been waiting to see if the cash out is real before I Commented.
Yes it is just got my money credited to the Visa Account that I deposited my 10 E from.
It goes like this: In your Account and Settings Section ( bottom right of main HP page , click ) When you get there , click Deposit and choose any of the options But I do not recommend Mastercard as not only do HP but I know BetFair told me Mastercard will not accept payments from gaming companies, at least for sure Canadians. Now in History Section it shows all games played and will show your deposit in Green with a little plus sign.
Next , Hit the Withdrawal Button and do what is required. In the Transaction Section ,it will show your Withdrawal in Green with a little + sign Note: this is for verification only at this stage !
Until , usually in 1-2 days, it appears again as a Withdrawal in RED with a - Sign, the actual procedure does not take place till then.
For Visa it takes a few days after that to credit your account, other methods I'm not sure on the time line.
Joined: Nov '11
Location: United Kingdom
Age: 35 (M)
Posts: 48
if ive won 100 euro from money won in a brm freeroll, then deposit after this, can i withdraw the 100 ive already won straight away
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Posted by Darth_bane: JONAS, the money i lost was during a ring game,it wasn't much on 66cts and further i lost my buy in with a 200gtd tournament and that wasn't reimbursed,my nick id Darth bane on HP.I do appreciate the effort but the money isn't so important.I will be sattisfied if an effort is being made to minimise these problems in the future wich you feel tou are doing this very moment so thank you
best regards
my usernaqme on hp is wiggggy, i lost 5.50 buyin for 6 seat sit n go, contacted support but they did nothing about it, ive also had about 5 tournament just close and dissapear from all tournamwnt lists, gets frustrating because i lost all money money this way but without proof, its basically tough luck
Joined: Dec '11
Location: Malta
Age: 36 (M)
Posts: 51
Dear Darth Bane,
I have refunded you with the buyin for the tournament. The money has been added as beta winnings, simply press convert in order to restore it to your real money balance.
Joined: Mar '11
Location: Canada
Age: 73 (M)
Posts: 216
Posted by wiggggy: if ive won 100 euro from money won in a brm freeroll, then deposit after this, can i withdraw the 100 ive already won straight away
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Posted by Darth_bane: JONAS, the money i lost was during a ring game,it wasn't much on 66cts and further i lost my buy in with a 200gtd tournament and that wasn't reimbursed,my nick id Darth bane on HP.I do appreciate the effort but the money isn't so important.I will be sattisfied if an effort is being made to minimise these problems in the future wich you feel tou are doing this very moment so thank you
best regards
my usernaqme on hp is wiggggy, i lost 5.50 buyin for 6 seat sit n go, contacted support but they did nothing about it, ive also had about 5 tournament just close and dissapear from all tournamwnt lists, gets frustrating because i lost all money money this way but without proof, its basically tough luck
Joined: Nov '11
Location: United Kingdom
Age: 35 (M)
Posts: 48
Posted by HighPulsePok: Dear Darth Bane,
I have refunded you with the buyin for the tournament. The money has been added as beta winnings, simply press convert in order to restore it to your real money balance.
Best Regards, Jonas
Hi jonas, can u please look into my account also, I have lost 5.50 buy in to a 6 seat sitn go which dissapeared moments after the sit n go starting. Also i played a a cash table with like 5 euro and left table with like 8.50euro but the winning never came into my account... i think it can be seen on my history. thanks (either way)
