FR
I have been a regular at The Lodge Poker Club in Austin for years and always considered it my second home. Unfortunately, my experience yesterday completely changed my opinion.
I was involved in the ClubWPT Gold Progressive Bad Beat Jackpot, worth approximately $40,000, and qualified for the hand. I had already registered for my WPT Gold account before the hand was dealt, but my account had not yet been verified. After the hand, the staff verified my account on the spot, but then informed me that I was ineligible because the account had not been activated before the hand began.
What was most disappointing is that no dealer or staff member had ever informed me that activation—not just registration—was required before a qualifying hand. I had signed up exactly as multiple dealers had previously instructed me. If this requirement is so critical, it should be clearly communicated to every player, and the dealers should be properly trained to explain it.
To make matters worse, I lost more than $500 in the hand itself and then found out I was excluded from the jackpot. Watching the jackpot be distributed while knowing my account was activated moments later was incredibly frustrating.
I also spoke with the General Manager hoping for some understanding or assistance, but I felt dismissed. The conversation seemed rushed, and I left feeling like my concerns were never taken seriously.
Another interaction left me even more uncomfortable. One manager asked whether I was a U.S. citizen because I am of Indian origin. I explained that I am a U.S. permanent resident and had followed the registration process. That question felt unnecessary and made me feel singled out. I cannot say why it was asked, but it added to an already upsetting experience.
Whether the decision followed the written rules or not, the customer service and communication surrounding this situation were extremely disappointing. A policy that can cost a player $40,000 should be communicated clearly, consistently, and proactively.
After years of loyalty to The Lodge, I no longer feel valued as a customer. Unless the club improves its communication, staff training, and customer service, I will be taking my business elsewhere.
