I've been hammering them about this all day as I got knocked off 3 at once...finally got this response:
Dear Ezra,
Thank you for contacting customer support.
The department concerned is currently processing the necessary paperwork in order to make any refunds.
They have advised me it will take between 24 to 48 hours for the credits to be made to the players' account.
Thank you in advance for your patience and co-operation.
If you have any more concerns or suggestions please feel free to contact us.
Best regards,
Michele
Empire Poker
VIP Players Club
Customer Support Team
www.ep.com