empire poker politics, what would you do...?

[marcotilt]

thank you for your help dlk9s, here is my reply...

hope it will work...

Dear support,


I appreciate very much that you handle this matter seriously, and I thank you for that, but I have to say that I am a little desappointed...

It is very nice that you credited me 50$ back, but I was dreaming on playing this 200k guaranteed tournament. You gave me so much hope when you agreed to let me play on the 7th... (see e-mail below).

In a perfect world, you could take those 50$ back and give me an entry in stead...

Maybe it is too much to ask, or maybe it is not so much for a company such as yours, i do not know, but for me doing this would be absolutely great...

sincerely yours.

Marc

----- Message d'origine ----
De : "[email protected]" <[email protected]>

Envoy? le : Samedi, 30 D?cembre 2006, 11h44mn 38s
Objet : 200k sunday tournament [#6232233]


Dear Marc,

Congratulations! You have won free entry into the $200K Guaranteed Tournament.
This tournament is available on Sundays, 12:45 ET. To participate in this event you will need to register manually. As a special consideration we accept your request to play this tournament next week.

Please note that there is no refund for freeroll entry.

To register using your freeroll
1) Click on the 'Events' under the Tournaments and select the tournament for which you have a freeroll.
2) Double click on the table and register, remembering to use the 'Use your Free Roll' option in the buy-in box.

Good luck!

Reetu
Poker Customer Care
------------------------------------------------------
NOTE: Your Account username and password are confidential information. No one from the company will ever ask for your password. Do not respond to any requests that ask for your password.

[marcotilt]

did not work... such a shame...

here is the answer:

Hi Marc,

I understand you point with regard to $200K Guaranteed Tournament.
As we have already added $50 into your account as a special consideration, we will not be able to deduct the money and offer you an entry.
Please understand that this is the maximum favor we could do at this point in time as you were been contacting us from the time you had won the entry. To avoid such things to happen in future, I suggest that you double check if you are registering for the correct tournament.


I just hope other people could learn from that...

[That Foreign Guy]

So even though they [censored] up and you have emails to prove it you're out $150?

Sorry to hear that.

[marcotilt]

actually it is $165(200+15 ticket).

it sucks but what can you do. I'll know better next time.

[Hopey]

[ QUOTE ]
actually it is $165(200+15 ticket).

it sucks but what can you do. I'll know better next time.

[/ QUOTE ]

You're being a push-over. They told you that you could play on January 7th, and then they screwed up by not moving you to that tournament. It's their mistake, not yours.

[marcotilt]

what can I do? go hire a lawyer in gibraltar for 165$...
I am just a nobody, who was so exited in winning a ticket for 200k tournament.
I didnt know i had been automatically registered on the 31st, and I was not able to register to the tournament for the 7th as it was not available before the 1rst, but then it was too late.

my mistake was not to check if I was registered on the 31st but i thought my e-mail was sufficient.

I am a new customer at empire, no influence whatsoever...

[marcotilt]

for those of you who are interested or have the patience to read, here is the complete e-mail "history":
First mail I received:

Dear MARC

Congratulations on winning a $200K Guaranteed Sunday qualifier.

You have been registered to the $200K Guaranteed Sunday tournament to be held on December 31st 2006 12:45 EST.

Please keep in mind that there will be no refunds for single entries.

Do you know you can go on winning multiple entries to the $200K Guaranteed Sunday tournament?
That's right but you must play your first $200K Guaranteed Sunday entry first and any additional entries will be refunded to your EmpirePoker.com account.

Thank you for your support and please feel free to contact our Customer Care Department if you have any questions or concerns.

VIP club member? You deserve more! We have just launched The VIP Customer Support Team - 24/7, personal, fast, and efficient.
EXCLUSIVE for our VIP Players Club.

From now on, contact us anytime at [email protected]

Sincerely Yours,
Customer Care Manager
[email protected]
www.empirepoker.com

My reply :

hello,

I just won an entry for the 200k tournament, but i didnt know I couldnt choose wich date to play. I will not have an access to the internet next sunday, and it will be new years eve night here in switzerland... is it possible to play on the next one or to get a refound?

I am sorry for the unconvenience, it is the first time i play those qualifliers.

really hope you can find a solution for me.

thanks in advance.

marc


they replied:

Dear Marc,

Congratulations! You have won free entry into the $200K Guaranteed Tournament.
This tournament is available on Sundays, 12:45 ET. To participate in this event you will need to register manually. As a special consideration we accept your request to play this tournament next week.

Please note that there is no refund for freeroll entry.

To register using your freeroll
1) Click on the 'Events' under the Tournaments and select the tournament for which you have a freeroll.
2) Double click on the table and register, remembering to use the 'Use your Free Roll' option in the buy-in box.

Good luck!

Reetu
Poker Customer Care
------------------------------------------------------

My reply :



thank you so much, you are the best.

marc.


Now after I tried register for the 7th:

À : [email protected]
Envoyé le : Lundi, 1 Janvier 2007, 16h54mn 12s
Objet : Re : 200k sunday tournament [#6232233]
hi,

I tried to register to the 200k tournament on sunday 7th, but I dont see the "use your free roll" option... why is that?

Maybe you could register me directly?

Marc


The Reply :

De : "[email protected]" <[email protected]>
Envoyé le : Mardi, 2 Janvier 2007, 0h08mn 35s
Objet : $200k Sunday Tournament [#6232233]
Hi Marc,

You will be able to register without any problem please try regiswtering again into this Tournament. I see that you have a active Entry to $200K Guaranteed Tournament in the form of a freeroll.

To register using your freeroll
1) Click on the 'Events' under the Tournaments and select the tournament for which you have a freeroll.
2) Double click on the table and register, remembering to use the 'Use your Free Roll' option in the buy-in box.

NOTE: Your Account username and password are confidential information. No one from the company will ever ask for your password in a phone call or email. Do not respond to any requests that ask for your password.

Vandy
Poker Customer Care

My reply :

À : [email protected]
Envoyé le : Mardi, 2 Janvier 2007, 13h47mn 04s
Objet : Re : $200k Sunday Tournament [#6232233]
hello,

I must be a little stupid or something cause i do not find the option "use your free roll"...

I attach a document with what I see.

thanks for your help

Marc


I attached a screen shot showing I could not register, then they replied:

De : "[email protected]" <[email protected]>
À : [email protected]
Envoyé le : Mercredi, 3 Janvier 2007, 2h52mn 10s
Objet : $200k Sunday Tournament [#6232233]
Dear Marc,

After checking the required data we see that you were automatically registered into the $200K Guaranteed Sunday $200/$15 on 29-DEC-2006 22:09. After you were registered into this game, you were moved out of the table on 31st december 2006 at 15:02

As we cannot check the game logs now due to technical difficulty we will not be able to provide you complete details fo this game history. Please contact us after 3 hours so that we can check and give you more information.

However, as your freeroll for the $200K Guaranteed Tournament was used to register into the $200K Guaranteed Tournament on 29th dec'06, this freeroll is not available now in your account. this is the reason you are unable to register into this week's $200K Guaranteed Tournament I apologize for the miscommunication provided to you in the earlier e-mail.

NOTE: Your Account username and password are confidential information. No one from the company will ever ask for your password in a phone call or email. Do not respond to any requests that ask for your password.

Vandy
Poker Customer Care


So on this one they say I was registered automatically… (but not anymore on the next one…) anyway I replied:

À : [email protected]
Envoyé le : Mardi, 2 Janvier 2007, 22h58mn 50s
Objet : Re : $200k Sunday Tournament [#6232233]
Dear Customer Care,

You will not find anything in the game history as I was not logged in. that was the purpose of my first e-mail, on the 29th. (see below).

You promessed me that I could play the tournament the week after (january 7th).

I am sure that you will keep your promess, and that I can continue to trust you.

I am sorry to see the multiple miscommunications but I hope you will do what is right to correct this mistake.

thank you in advance.

Marc

Then they replied:

De : "[email protected]" <[email protected]>
Envoyé le : Mercredi, 3 Janvier 2007, 14h26mn 23s
Objet : Reply from EmpirePoker.com [#6232233]
Dear Marc,

I see that you had a free entry available to $200K Guaranteed Sunday $200/$15 tournament id# 892051. You had manually registered for this tournament on 29-DEC-2006, 22:09 EST.

Having checked the hand histories, I see that you did not respond in time and were blinded off, which means that blinds will be posted from his account and this, is what occurred in your case. It is for this reason you are not getting the option of free entry when you are trying to register for the tournament.

As per the standard procedures we follow, the tournament went on smoothly until completion hence, we will not be able to make a refund in this case.

However, as a special consideration I have added $50 to your account. Please understand that this is the maximum favor we could do at this point in time as you were been contacting us from the time you had won the entry. To avoid such things to happen in future, I suggest that you double check if you are registering for the correct tournament.

To view the gaming and transaction details of your account log in to your Party Gaming account and click on ýMy Accountý tab.

On the web page you are directed to select ýGame and Transaction historyý, details of your account for last 3 days will be shown. You can also select the date range of your choice.

Madhavi
Poker Customer Care


So now it seems to be all my fault… I tried to ask again nicely, but they don’t want to hear anything….

[novel20]

marco, you did not attach the email which they agreed to allow you to play the same tournament 1 week later. How can you miss that?

[marcotilt]

yes I did, on the third post... but i copy it here for you:

De : "[email protected]" <[email protected]>

Envoy? le : Samedi, 30 D?cembre 2006, 11h44mn 38s
Objet : 200k sunday tournament [#6232233]


Dear Marc,

Congratulations! You have won free entry into the $200K Guaranteed Tournament.
This tournament is available on Sundays, 12:45 ET. To participate in this event you will need to register manually. As a special consideration we accept your request to play this tournament next week.

Please note that there is no refund for freeroll entry.

To register using your freeroll
1) Click on the 'Events' under the Tournaments and select the tournament for which you have a freeroll.
2) Double click on the table and register, remembering to use the 'Use your Free Roll' option in the buy-in box.

Good luck!

Reetu
Poker Customer Care