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Thread: Gobboboy declaring shennanigans at WSOP.com

  1. #1

    Gobboboy declaring shennanigans at WSOP.com

    Apparently they are running an extra rakeback special like the one Druff posted about at Ultimate Poker but aren't paying out properly.

    Name:  Jimmy Fricke  jvfricke  on Twitter.png
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      BeerAndPoker: Fricke freak and weird dude rep

  2. #2
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    How could they be licensed and not have hand histories. That can't be true.

  3. #3
    Quote Originally Posted by Deal View Post
    How could they be licensed and not have hand histories. That can't be true.
    Much like the ObamaCare website, the Government knows a lot more about setting up poker sites in 1 week than companies who have been doing it for 10 years.
    When faced with a difficult decision, ask yourself "What would Micon do?", then do the opposite.

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  4. #4
    Owner Dan Druff's Avatar
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    Gobbo is right.

    WSOP.com has been a disaster from the customer service standpoint.

    As bad as Ultimate Poker's problems were, WSOP.com has managed to do worse, at least from a service standpoint. (Admittedly, WSOP.com's software doesn't crash or freeze as much.)

    Let me count the ways with WSOP.com's service failures...


    The Action Club E-mail

    The WSOP frequent player program is called the "Action Club". It even has its own e-mail address -- actionclub@wsop.com. So far, so good, right?

    Wrong. They don't answer their e-mails. I have sent them several, dating back to November 1. Crickets.

    I'm a 7-Star and was asking for a status match on the site, which supposedly you can get. No response. Crickets.


    The useless 866 number

    WSOP.com has a phone support number: 1-866-745-2385.

    Sounds great, until you call it. They apparently took a page out of Bodog's book, staffing phone support 24/7 but having them be mostly useless. Except these support people (who, like Bodog, are foreign) take incompetence and powerlessness to the next level. The typical call goes like this:

    Rep: Hello, thank you for calling WSOP.com. how may I help you?

    Me: Hi, I have a question about your Action Club...

    Rep: Can you please tell me the nature of your question?

    Me: Yes, I was wondering when my status match will occur, and when they will respond to my request for it?

    Rep: Can you please provide me with your screen name?

    Me: My screen name is XXXXX

    Rep: Can you please provide me your real name?

    Me: Todd Witteles

    Rep: Can you please verify your city, state, and date of birth?

    Me: Yes, I live in XXX, XXXX and my date of birth is XX/XX/XXXX

    Rep: Okay, thank you for verifying. In answer to your question, please e-mail support@wsop.com with your inquiry.

    Me:

    Seriously, I actually had this conversation yesterday.



    Poor communication on the forums

    Bill Rini, best known for his quality blog site, seemed to be a good choice for WSOP.com poker room manager. He has been around awhile, seemed pretty on-the-ball in his writings, and generally seemed like a bright guy.

    Unfortunately, he has severely lacked from a customer service standpoint. A perfect example of Rini's lackadaisical approach to customer service is in this thread:

    http://forumserver.twoplustwo.com/22...offer-1393629/

    Read this thread, and you will see tons of important questions left unanswered. Bill responded a few times, but with brief 1-liners that often raised more questions than they answered. For the past few days, he's just been plain missing from the thread, and everyone is still scratching their collective heads about this promo.

    Why can't WSOP.com have a dedicated, empowered rep on the forums who can clarify things and take serious customer concerns/questions? Wasn't Bill supposed to be "that guy"?



    The November Rakeback Promo Fiasco

    WSOP.com is not like Lock Poker. It is tightly regulated. Every little thing they do is scrutinized by its regulatory bodies in New Jersey and Nevada. That's why it's absolutely unbelievable that they could make major mistakes in one of their big promotions, severely underpaying everyone who participated. Players in the promotion were supposed to get 20% additional rakeback during the month of November.

    http://forumserver.twoplustwo.com/22...promo-1396461/

    Bill Rini got to this one in 12 hours, but look at this laughable excuse:

    Not sure where to jump into this but let me just start off saying that the guys who did the manual calculations for this promo screwed up. Not sure there's a better term for it but how they calculated the rakeback was not how it was supposed to be calculated.

    I've instructed them to go back and correct the calculations according to the supplied formula and you should see your accounts updated in roughly 24 to 48 hours.

    It looks like the error was due to a misunderstanding. They calculated it as a % of the rakeback you received instead of the rake you received. So you were supposed to get $100 in WSOP Points and fell into the 10% bracket you got $10 (10% of $100) instead of 10% of the total amount of rake generated.
    So is this a tightly regulated legal US site, or is it a rinky-dink operation based out of a condo, like Lock Poker?

    Because you would think that calculating 20% additional rakeback would be extremely easy, and yet they screwed up this very basic math, with no one even double-checking. Awful.



    Is anyone home at wsop.com? Are we going to get any kind of competent customer service any time soon?


  5. #5
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    Jimmy has been busy making youtube vids:


  6. #6
    Wasn't part of the reason online poker was created besides the money generated to create some jobs? It's so clear that every one of these sites is undermanned. And half the people working there are completely incompetent.

  7. #7
    Silver sah_24's Avatar
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    Lol at government regulating anything , they just create more problems and fraud than there was before ! It happens everytime over and over and then people are amazed at the end result . Government regulation has set the online poker industry back 10 + years and stars will continue to be kept out because all the people that call the shots know they can't compete .

  8. #8
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    Looks like this has this has been resolved. The WSOP.com rep came into the 2+2 thread and said the guys figuring out the rake used the wrong formula and the correct rake would be given.

  9. #9
    Owner Dan Druff's Avatar
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    Quote Originally Posted by bukowski72 View Post
    Looks like this has this has been resolved. The WSOP.com rep came into the 2+2 thread and said the guys figuring out the rake used the wrong formula and the correct rake would be given.
    Sort of.

    It hasn't been resolved how such a boneheaded error (with major consequences) occurred in the first place. Nor has it been resolved why the general support/communication has been so terrible thus far.

    Oh, and guess what? I am now in the WSOP.com support penalty box. They won't answer my question about the Action Club via e-mail (I tried both the support@wsop.com and actionclub@wsop.com e-mails), nor will Bill Rini respond to me on Twitter or 2+2.

    Bang-up job all around!

  10. #10
    Move to Mexico and play some real poker on PokerStars.

    As Sheldon Adelson once said "Fuck legalized poker in the USA"

    Viva' Mexico!




  11. #11
    Owner Dan Druff's Avatar
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    So I finally got a response to my Action Club status match...



    December 6
    From: Todd Witteles
    To: support@wsop.com

    I am a Seven Stars member at Caesar's. Total Rewards # is 1*********8

    Please match my status on wsop.com and give me Seven Stars.


    My screen name is XXXXXXXXX.

    Thank you.



    December 7
    From: support@wsop.com
    To: Todd Witteles

    Hey XXXXXXXX,

    Thanks for contacting us; my name is Anique and I'll be helping you today.

    Your query has been forwarded to the relevant department and someone will contact you with an update.

    If you need further assistance with this or any other matter, please feel free to contact us via email at: support@wsop.com

    Weíll do our best to respond within 72 hours of receiving your message.

    Best,

    Anique D.
    Player Support Representative


    December 10
    From: support@wsop.com
    To: Todd Witteles

    Hey XXXXXXX,

    I am Deniece an agent of WSOP.com

    Congratulations! The Action Club has matched your tier status on WSOP.com

    Your status of Diamond will be granted online now and valid through the end of the next calendar month. After that time period, you can maintain or move up in tier status on WSOP.com by earning the required number of monthly APPs.

    It's a pleasure to have you as a player, and we look forward to helping you again in the future.


    Best,

    Deniece Z.
    Player Support Representative


    December 10
    From: Todd Witteles
    To: support@wsop.com

    My Caesar's status is Seven Stars, so I should be matched to Seven Stars on WSOP.com, not Diamond. Please correct this.

    Thanks.


    December 10
    From: support@wsop.com
    To: Todd Witteles

    Hey XXXXXX,

    Thanks for contacting us; my name is Antonette and Iíll be helping you today.

    I understand that you want your tier off line to be matched with your online account.

    In order to review your request, we require the following details:

    1) Your full name.
    2) Your username
    3) Your telephone number
    4) Your Total Rewards number


    Thanks for being a loyal player at WSOP.com .

    For more information regarding how to use our products or services, please visit the 'Help' section of our website.


    Best,

    Antonette C
    Player Support Representative





    So in the very first e-mail, I gave them my Total Rewards #, my full name, and my screen name, and asked to be status-matched to Seven Stars.

    Four days and several e-mails later (after erroneously matching me to Diamond, for some reason), they're asking for my Total Rewards #, full name, and screen name.

    Now that's what you call progress!

  12. #12
    Owner Dan Druff's Avatar
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    It gets worse...


    From: Todd Witteles
    To: support@wsop.com

    This information was already provided in the first e-mail. Why do I have to give it again?

    Please make sure your staff reads all of my messages carefully, so we don't waste time sending the same messages back and forth.

    Again, here is the relevant information:

    Total Rewards #: 1*********8
    Current TR Status: Seven Stars
    Name: Todd Witteles
    Screen Name: *******
    Phone number: ***-***-****

    Also, I sent an e-mail about this on November 1 to actionclub@wsop.com and never got a response. Once you promote me to Seven Stars, please adjust the WSOP points I already earned last week, as I should have been a Seven Stars already on your site.

    -Todd



    From: support@wsop.com
    To: Todd Witteles

    Hey

    Thanks for contacting us; my name is Antonette and Iíll be helping you today.

    I am seeing that a previous agent sent you an email address as it relates to your tier match request.
    Please see below a copy of the email that was sent on the 10th December 2013:

    Hey XXXXXX,

    I am Deniece an agent of WSOP.com

    Congratulations! The Action Club has matched your tier status on WSOP.com

    Your status of Diamond will be granted online now and valid through the end of the next calendar month. After that time period, you can maintain or move up in tier status on WSOP.com by earning the required number of monthly APPs.

    It's a pleasure to have you as a player, and we look forward to helping you again in the future.


    Best,

    Deniece Z.
    Player Support Representative


    From: Todd Witteles
    To: support@wsop.com

    **** READ THIS CAREFULLY ****

    The last representative DID NOT DO THE STATUS MATCH PROPERLY.

    I am a Seven Stars member. I was only matched to Diamond.

    Please FIX this, and also adjust my WSOP points earned, as I should have been already matched way back in November.

    -Todd

  13. #13
    "Anique", "Deniece"

    Now I'm no expert but after years of call-ins from OneStep I think we all know what the real problem is here.
    When faced with a difficult decision, ask yourself "What would Micon do?", then do the opposite.

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    PFA ROTY 2018: 4Dragons
    PFA ROTY 2019: Dutch Boyd: Mike Postle soul reader or rfid reader.

  14. #14
    Deneice might be my new favorite name.
    @CursedDiamonds on twitter

  15. #15
    Owner Dan Druff's Avatar
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  16. #16
    Good grief, that correspondence chain is hilarious. Since it's not happening to me. I'd be absolutely furious otherwise.

    With regulated online poker finally coming to fruition, I've been very optimistic about the future of the game in this country. Now I'm saddened to see it stumble out the gate with such incompetence.

     
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  17. #17
    Quote Originally Posted by Dan Druff View Post
    ..and also adjust my WSOP points earned..
    goodluck with that one.


  18. #18
    Poker Investigative Journalist
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    Quote Originally Posted by Crowe Diddly View Post
    Deneice might be my new favorite name.
    Like the old joke goes, she's got a twin brother, Denephew.

  19. #19
    Quote Originally Posted by SrslySirius View Post
    Good grief, that correspondence chain is hilarious. Since it's not happening to me. I'd be absolutely furious otherwise.

    With regulated online poker finally coming to fruition, I've been very optimistic about the future of the game in this country. Now I'm saddened to see it stumble out the gate with such incompetence.
    In the back of our minds...we all knew they'd fuck it up


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