Pokerroom not responding - How to get my money back?

[Assahai]

I have an account with Pokerroom.com which I haven't been using for a while. A couple of weeks ago when I decided to play there again, I tried to log in but the software informed me that I need to enter a security code that was sent to my email.
However, the email address I have in Pokerroom.com registration file is an old one that does not even exist anymore (the domain has expired). So there is no way for me to get that security code and log in.

I've sent several emails to Pokerroom.com support but never got an actual reply. Only a bounce-back message describing general problems. I would like to contact them by phone but this service is only offered for logged in customers and only in certain countries. Also the live chat window seems to be broken on their home page.

How can a reputable online casino deal with their customers like this? Is there really no way to contact them?
I hope someone associated with Pokerroom reads this message and can provide contact information so that I can get my money back.

It's been over two weeks now since sent the first email.
Who should I contact next? Authorities in my own country (I live in Europe)? Who will help me to protect my rights and get my money back?

[WhatDoesCallMean]

there is an Ongame Ombudsman who posts here who may pretend that he cares about this.

i am not sure what his name is here tho.

gl.

[mocky]

Yes, he will probably reply to your post by Christmas.

[Josem]

[ QUOTE ]
How can a reputable online casino deal with their customers like this?

[/ QUOTE ]
A reputable online casino would not deal with their customers like this.

I don't know why you think pokerroom.com is a reputable site.

[ QUOTE ]
Is there really no way to contact them?

[/ QUOTE ]
You might want to try visiting.
[ QUOTE ]
Who should I contact next? Authorities in my own country (I live in Europe)? Who will help me to protect my rights and get my money back?

[/ QUOTE ]
If pokerroomare part of a network, you may wish to try contacting whoever operates/owns the whole netowkr.

[PokerRoom.com]

Hi Assahai

I am sorry to hear that you got snagged by the recent security upgrade. If your old email address is now dead please let me know what it was.

There is a procedure in place for handling just these kinds of situation. As you will have been emailing support from an email address that is not linked to an active PokerRoom account we unfortunately could not easily prioritise it.

We prioritise emails from our real money players first. The security upgrade resulted in a very high number of emails from play money players and your emails will still be amongst that back log.

As a general point it is imperitive that the details you have on your account are kept up to date.

Best Regards
PokerRoom GamesRep

[bouglas]

I had a similar bad service incident with Poker Room. I don't know if the customer service rep was trying to have a laugh with me or not, but he was adamant that they had over 8,000 emails to deal with.

1) I'm sure Poker Room would not be happy to hear that their staff are giving this information away
2) I find it hard to believe they are 8,000 emails behind (do they even have close to 8,000 customers?)

[OngameClassic]

Is it christmas yet?

As a representative of PokerRoom.com has already replied, we see no need to intervene at this stage.

We will just use the opportunity to announce that as of next week players will be able to file complaints such as this one directly to Ongame Network.

An official announcement will be made later this week.

Sincerely,

Ombudsman
Ongame Network
ombudsman@ongamenetwork.com

[Ganjasaurus Rex]

[ QUOTE ]
The security upgrade resulted in a very high number of emails from play money players and your emails will still be amongst that back log.

[/ QUOTE ]
OP was complaining because they "stole" his play money? [img]/images/graemlins/wink.gif[/img]

[the_optical]

Maybe in future you should just put your complaints on this forum and you will get a quicker response than a direct email to pokerroom [img]/images/graemlins/confused.gif[/img]

[RobDoral]

[ QUOTE ]
Is it christmas yet?

As a representative of PokerRoom.com has already replied, we see no need to intervene at this stage.

We will just use the opportunity to announce that as of next week players will be able to file complaints such as this one directly to Ongame Network.

An official announcement will be made later this week.

Sincerely,

Ombudsman
Ongame Network
ombudsman@ongamenetwork.com

[/ QUOTE ]

Not that it will do a damn bit of good but I've already started working on my letter about checknraise poker screwing me out of $5000 they still owe me from the FIRST time they reneged on the WSOP main event ticket I won from them (old thread I'm not even going to bother to link to).

Since then they've done nothing but send me bad checks and tell me they don't intend to honor the agreement they made with me (and they didn't just screw me). Ongame needs to boot their ass just like it did with all the future bet sites.

Oh, at least when the pokerroom.com reps started to answer CnR's email I got competent if ultimately unhelpful responses.

My letter of course will be more polite and informative since a snowball's chance in hell at getting the money they owe me is better than none and I've had months to work on it.