Horrible Customer service at WSEX poker

I am constantly amazed at some sportsbooks customer service departments.

I have been playing poker at wsex for 4 or 5 months now. They have a promotion in their poker room that if you get dealt aces and lose you get a cash bonus. 1/2 and 2/4 limit games gets you a $25 bonus. I was playing friday night and lost with aces and emailed the information they need for the credit. I get an email back stating that the hand was played outside the promotion times.

It seems they have changed the days of this promotion but forgot to change that information on the wsex website. I showed them where it said I was eligible for the bonus etc.

I then get this response.

Hello ****,

Thank you for contacting World Poker Exchange Support.

I'm truly sorry for the confusion. I'll have my superiors take a look at the site and make the necessary changes about the promotion. Thank you very much for bringing this to our attention.

Best regards,

Robert
World Poker Exchange

I responded

Which I assume means you are not going to honor a promotion that you have advertised on your site?

Although it is on $25, it tells me alot about your company. Guess I will find a book that actually
honors it's guarantees.


The only response I got was that I wont be paid.

I cant believe they are willing to lose a customer over $25. I could care less about the money, its more the principle, and now the attitude that they have taken. I will never play that their site again and I probably wont be missed. I just cant believe the attitude some of these books take with their customers. If my empoyees dont bend over backwords for the customers, they wont have a job.

Am I overreacting? I cant believe I am this pissed off about $25.00.

That is pretty low of them...

Speak with a supervisor. Most likely just a CS rep going by what they see on the screen. Wsex doesn't stiff people-especially over something as miniscule as this.

Feel free to email me your account info if you don't get it resolved to your satisfaction.

Thanks TTinCO. I was just shocked really. Couldnt believe they would let someone handle something so unprofessionally.

I guess I am a bit sensitive when it comes to Customer Service issues. In the past, even knowing I was right, I would do the right thing to keep the customer happy.

I'm confused. The email doesn't make any sense.

http://worldpx.com/promotions/aces.asp

Wednesday through Saturday, 1pm to 1am Eastern Standard Time, each day.

If you were playing Friday night, you should have been credited. Nothing needs to be changed.

Thats what is says at WPEX. At WSEX the rules are different. They said they changed the promotion to what you posted, but at WSEX it says it is Wednesday midnight to midnight and Friday noon until Sat noon.

The hand was played around 3am Friday night/Sat morning. They obviously never updated the contest times at wsex. Just irritated me that I emailed 4 times and the final response was "thanks for bringing this to our attention" you still get no money.

Like so what that you met the requirements we posted at our website, we meant other times. All this over $25.00.

Hey, every time when you log on to their software client, didn't it used to have a pop up informing you about the change?

Consider they provide the software for you to play free of charge, and rolls out nice promotion and turneys that they actually lose money, are you saying that they're bad?

Please...

I understand your frustration, but a rule is a rule, and the rep can't do much about it other than talk to their supervisor.

you dont advertise a special and not honor it, period. If they forgot to make the change on the website, make the change, but honor your promotion. There is no mention of experation, change etc.

A lot of places would thank me for pointing out their error and even give a "bad line" type bonus to avoid more problems with others that read the promotion as I did.

Their was many better ways to handle this other than say oops we made a mistake, too bad. It was just very unprofessional.

PS. I did receive an email this morning that my email was being forwarded to a supervisor and he would be getting in contact with me. This was sent last night. So far nothing. I'll let everyone know the final results (not that anyone probably cares)

tn