Need help dealing with Empire support on a compensation bonus...

[Karak567]

For some reason today Empire would NOT let me connect for any reason and dropped me while I was 3-tabling some 33s (busted out of my 4th RIGHT before this happened).

I e-mailed them with the tourny numbers and they claimed that I was able to reconnect. I sent an e-mail back saying that I really was NOT able to reconnect.

I then get this e-mail (pasted below) in response. Should I press the issue further or take what they are offering me here? Or is this just some BS bonus everyone gets?

Dear Eric,

We do understand that you got disconnected all you had to do was log out of the
lobby, reboot your computer and log back in. You would have taken to your
tournament table automatically.

However, we see that you are a special player on our site and offer you a 20%
Deposit Bonus (to a maximum of $100) on your First deposit through iGM-Pay
Deposit option.

This is a release-restricted bonus and all you have to do to have the bonus
credited in to your account is play the required number of raked hands (five
times the bonus amount) within 30 days of making the deposit through iGM-Pay
(using your checking account).

The bonus code for the deposit is "IGMPAY". Just make the deposit and get back
to us so we can issue the bonus to your account.

Note: Please do not disclose your password to any individual/organization
claiming to represent us. We will never ask you for the password to your
account. If you receive any email or phone call from anyone requesting you to
provide your password please report it to us immediately.

Our Customer Care Department is available 24/7 to assist you via email.

Thank you for choosing us as your online gaming site!

Varsha
Poker Customer Care

[2+2 wannabe]

i'm pretty sure this bonus is available to everyone

i'd keep on fighting it (especially if you did log out and restart your computer)

[sfwusc]

The code for that is IGMPAY...it is on all the skins.

Also, you can do it at the lucks.

-SFWUSC

[MicroBob]

They frequently do something like this.

Basically they are offering you something that is already available to you in an effort to shut you up.

I think it is REALLY insulting that they try to pass off their IGMPAY bonus as some sort of 'reward'.


They are probably correct that you could have just re-booted your computer and gotten back to the tables. That has happened with others before and they didn't know that just logging off the site wasn't enough for some reason.

I would tell them to fix their damn software so that you wouldn't have to do this. Shutting down the computer takes too much time in an SNG where the blinds are rising rapidly...and this is a problem you have NEVER had at any other site before and seems solely to be a problem at party/empire.


Anyway, pointing out to them that the IGMPAY bonus they are offering you is ALREADY available to you anyway and that you are REALLY insulted by their offer might be a good place to start.
After that, say that you expect and demand nothing short of a full refund on the SNG's where you couldn't get back to the table due to their crappy software.

I still doubt you'll get it (because they're morons afterall) but I think it's your best shot.

[Karak567]

Thanks for the help guys. I sent them a 'stern' but polite e-mail telling them I was "extremely insulted" that they would try to pass this bonus off as special to me. We'll see what happens...

[Karak567]

Struck out:

Dear Eric,

Thank you for contacting us.

I see from our records that, the tournaments completed with out any problem from
our end. I regret to inform you that, we cannot refund the amount you buy-in for
the tournaments and I am also sorry that, I am not much help to you in this
regard.

We are sorry to note that you have been facing inconvenience due to Internet
delays. Internet Delays or Internet Disconnections could be due to various
reasons, none of which can be influenced by us, like the number of Internet
gateways that fall in between our site and your system (more number slows down
the process, if any of these intermediate servers are slow, the transmission to
your system will also slow down causing Internet Delays or Internet
Disconnections), your connection bandwidth, configuration of your system, the
number of applications you run simultaneously that access Internet, the amount
of available memory space on your system etc.

If you have a dial up connection, which is the minimum requirement, you may wish
to upgrade to a cable or a fixed line Internet connection that will minimize the
chances of disconnections or you may wish to get in touch with your Internet
Service Provider for further assistance.

Note: Please do not disclose your password to any individual/organization
claiming to represent us. We will never ask you for the password to your
account. If you receive any email or phone call from anyone requesting you to
provide your password please report it to us immediately.

Our Customer Care Department is available 24/7 to assist you via email.

Thank you for choosing us as your online gaming site!

Jaganmohan
Poker Customer Care

[PITTM]

i was in pretty much the exact same situation a couple weeks ago, i told them that their offer was not acceptable and they released my 150 bonus immediately when i had 1200 hands to play, i guess that was decent...

rj

[PITTM]

theres always threatening leaving their site...which is pretty reasonable after that last response...

rj

[Scuba Chuck]

[ QUOTE ]
i was in pretty much the exact same situation a couple weeks ago, i told them that their offer was not acceptable and they released my 150 bonus immediately when i had 1200 hands to play, i guess that was decent...

rj

[/ QUOTE ]

Now that's a nice reward. OP, I'd be interested to know if you could force this issue. Get the deposit bonus, and see if they can just auto-release.

[Karak567]

Think I should get the bonus up first or e-mail them first about it?