Escalation should feel clear before the room feels uncertain.
When something goes wrong, the fastest helpful response comes from clean reporting: classify the severity, protect any private-home details, and contact the right channel without delay.
Immediate danger means local authorities first.
PokerMeet support follows after immediate safety needs are handled.
Never email full addresses when reporting incidents.
Use event IDs, timestamps, and redacted screenshots instead of revealing a private location.
Severity labels keep the queue from becoming noise.
Clear categorization helps support triage urgent issues without losing context.
Classify the problem before you write the ticket.
The severity system is there to help support respond to the right issues first. It is a triage tool, not generic bureaucracy.
Safety threat, address leak, physical danger, or major data exposure. Call local authorities first, then contact support immediately.
Login/SMS outage, approvals failing broadly, or suspected underage use. Response target: 1 hour.
Single-user functional issue (verification stuck, one event bug). Response target: same day.
Copy/UX confusion or minor bug. Response target: next business day or backlog.
A useful report has context, time, and redacted evidence.
Include the event or post ID, the approximate time, the user or seat involved, what happened, and what should have happened. Screenshots should never expose a private home address.
- Event ID or post reference
- Timestamp and county context
- What happened vs. expected behavior
- Redacted screenshots or user IDs
- Full private-home addresses in email
- Loose anecdotes without time or event context
- Requests to use support as a substitute for host coordination
- Public reposts of private-home information
Use the support flow early when the trust posture starts to break.
Fast, clear reporting protects hosts, players, and the private-home model that the product depends on.