Like most everyone else, I was awarded an "Elpased" bonus last month by Empire Poker. Normally I would have let it go, but this one irritated me. I play A LOT of poker on Empire as it is the only party skin where I have rakeback. I'm not a huge bonus whore - I have accounts at few sites where I like to play and will take advantage of their bonuses... but that's about it.
When Empire gave me the "you are ineligible for this bonus due to our frickin nonsensical 15 day withdrawal rule", I was actually kind of offended. I am precisely guy they claim to want to reward by offering the bonuses.
I decided that I wasn't going to let this one go. I fired off multiple letters to Empire support and was met on each occasion with the stock promise of a reply in 24 to 48 hours - which of course never came.
So I began to cc this ever growing chains of emails between myself and customer support to their marketing department as well. Lo and behold... a reply...
Dear XXXX
Thank you for contacting Customer Support.
Please accept our apologies for the delay in this matter.
We can see however, that you have successfully completed the required number of raked hands to have the bonus released to your account.
I'm sure you are aware we have experienced a number of technical difficulties during the JuneFever promotion and we thank you for your patience and co-operation in this matter.
We have now manually released the bonus into your account.
If you have any more concerns or suggestions please feel free to contact us.
Thank you for choosing EmpirePoker and good luck at the tables!
Best regards,
Michele
Empire Poker
VIP Players Club
Customer Support Team
www.ep.com
Needless to say I was shocked. An unexpected victory.
Technical difficulties? It was the first time I heard this line.
QUERY - this email came from
affiiliates@empirepoker.com as opposed to info@empirepoker.com. I guess this was due to the emails being sent to marketingt?