Empire Poker screwed me out of $860

[Greg Zabawa]

Here's the deal: I usually play 4 SNGs at once. Well, I entered 4 $200+15 SNGs at Empire. About 5 minutes in, I get disconnected. When I try to log back in, I am not allowed to b/c my account was frozen. It seems there was some kind of issue with a Firepay deposit. Well, I had to fax them my driver's license and Firepay info to get my account unfrozen. I them e-mailed them threatening to empty my account (8.6k) and take it elsewhere if they did not refund my $860. They said they can't refund it b/c noone else had disconnect problems. What the heck can I do? They basically stole the money from me b/c I had no way to participate in the tourney? I can post the e-mails here if you guys want. This is just bizarre if you ask me.

[Benholio]

If it wasn't for the fact that your account was "locked out", or whatever, I would say that you don't have a case. If your connection goes down and you get screwed out of tourneys, you are just screwed. However, if Empire prevented you from logging back in somehow, I think you have a legit gripe.

I have been in that spot before, losing connection right after starting some SnG's. It really blows. I really need to get that backup dialup / phoneline installed.

[stupidsucker]

Did you lose full connectivity to the internet, or just to empire? It seems to me that the lockout might have caused the disconnect IF it was only to empire.

Regardless of the connection problem. It was NOT the connection problem that caused you to MISS the games. It was your lockout. They should check to see if you are online and playing before doing a lockout. I say you have every right to bitch.

Empire just shouldnt [censored] all over a player that has that much money in an account. They should take the $860 right out of their own pocket.(provided you have a strong track record) They would be foolish not to just based on the money they would lose.

I would continue to write them if you can afford to withdraw all of your money and play elsewhere for a while. Maybe they can work out a temporary rake back deal until you reach the $860.

[Greg Zabawa]

Of course my internet worked. I tried the internet and it worked fine, I just couldn't get back in because they had frozen my account. I even tried another computer just to be sure, and the account was still frozen. They denied my first request acting as though it were connection problems with my internet that wouldn't let me back in. I replied with an e-mail saying it was b/c my account was frozen and I also threatened to leave. I told them I play in about 40 $200 SNGs (it's probably close) and if you add up the rakes for a year it's over 200k. I can't believe they would lose this amount of cash over something like this.

[willie24]

there is absolutely no excuse for not giving you a refund. if someone pays for something, it is unlawful to keep the money (or distribute it to other customers) but refuse to give that person what he bought.

i would look into calling authorities (if they exist) or better business bureau or whatever. who polices online poker?

[Daliman]

I had a simialr experience one time when I was having intermittent problems with my Interent. I started two $200 tourneys, and before the tables filled, I logged out of both tables, then closed party poker. I was still connected to the internet, but didn't want to take any chances. Well, later that night, i found out that I was out $430. I called party and told them this was THEIR problem, as the software should have alerted me to the fact that I was still on those tables, and since they confirmed I didn't play a single hand in either, it was obvious I wasn't scamming them. They passed me around to more than a few different "managers", and when I didn't get what I wanted, I asked for the next supervisor up. It helped that I was playing 500+ sng's a month, as it sound it should for you, and I found guaranteeing them I would either be taking my $$$ elsewhere or, if taken care of properly, would be paying over $430 in fees within 2 days play. I tried to find the link in the internet forum, but either the search function blows, or I just don't know how to use it properly. I did end up finally getting the $430 back, and considering your account was locked BY Empire, that seems fairly indefensible to me by them.

Good Luck.

[Texas Pete]

The best thing you can do is post what happened on this scam site: http://www.online-casinos-scam-alert.com/. Go to their forums section. They will contact Empire and try and resolve it. They maintain a blacklist so there will be pressure on Empire to settle it. Good luck. Pete

[Greg Zabawa]

Thanks for the help guys. I will pursue the avenues you mentioned if my last e-Mail does not work. Here is what I sent them:

<<<I've thoroughly enjoyed my time at Empire and I will always remember it as the site that gave me my start in poker, but I feel it is time to take a stand. I have withdrawn my entire account into Neteller (over $8500) and I am ready to take it to Pokerstars if I am not granted a refund.

Here's the issue with the refund: I entered 4 $200+15 Sit and Go's and about 5 minutes in, I was kicked out of these tourneys. I tried to get back in, but I received messages saying my account was frozen and to call you about it. Thus, I had no way to participate in these tourneys and my $860 was lost. You denied my first refund request saying that you could not grant a refund if my connection were the issue. I can understand this, you can't hand out refunds to ppl who get disconnected do to something wrong with their connections. HOWEVER, the issue was NOT my internet connection. My connection worked fine and I even tried a second computer to make sure. I could not get back in to these tournaments b/c you had frozen my account. If I were at fault here I would not be asking for a refund, but it was b/c of Empire that I lost this $860, NOT my internet connection.

As I've said before, I would guess that I am probably one of your Top 5 biggest customers. I play around 40 $200+15 SNGs a day, I am a VIP who earns 600 points a day, and I am even #1 in your tournament masters. You make around $250,000 a year in rakes off me. For such a valued customer, I am surprised you are not willing to make me happy on this issue, especially when you are primarily at fault for losing my $860.

Thus, my final ultimaatum is this: If I do not see an $860 refund in my account within the next 24 hours, I will leave Empire Poker for good, never to return. I do not want this to happen, and I KNOW you don't want it to happen, but it's the way it has to be. I lost $860 b/c a fault of yours, not mine and if I don't get it back, then I'll go elsewhere to a site where my business is appreciated.>>>

[Daliman]

Dude, emails are good, but seriously, you NEED to call them. Keep going up the ladder til they treat you right.

[Greg Zabawa]

Calling will probably be my next course of action, but I have a feeling this e-mail my get results, especially because I drained my account before sending it so they know I mean business.