Mail call the morning after...

There is reason that the mailbag was late this week. Now usually I do not have to deal with support at the various poker rooms in which I play. On the rare occasion, its a "blast" (read: it sucks, I don't wish it on my worst enemy, fingernails being ripped off one by one slowly and deliberately is less painful, etc.). Only twice in the history of dealing with a poker room support have I had an overall pleasant experience... Poker.com's support is by far the best in the business. River Belle did not do a bad job either. All others are simply tied for last place, so far in my ever so humble opinion. So before we "head south" here, hats off to Poker.com & River Belle's customer support!

Now onto the good stuff (the mailbag). We're making this a one trick pony this week here at the mailbag, as we're going to detail my email correspondance between myself and the entire talented staff of a poker room support.

To give you background into this dialogue, we had issues last week with the CheckRayz 15K Guaranteed Multi-Table Qualifier. My affiliate manager was right on the case. She was very proactive in responding and working to resolve the problems we had, which there were two. First, the prize pool did not reflect the extra token to the 15K qualifier that was to be placed into the prize pool. We discovered that the software doesn't allow it and she promptly credited the individual who took second place the token. Second, there was a small issue of the software turning away anyone at the door (of the private tourney) who was involved in a money transfer with another player who was registered for the tournament. Last week, TexasDan could not get into the tournament - because I had previously transferred $$$ to him for launching my drunken donk arse from a tournament (KJ v AA - bad beat in Bill Fillmaff's book, as KJ should always win - when he plays it, at least). There were others who had been involved in money transfers with me as well, but I had myself manually registered for the tournament, not realizing that others would be locked out by my doing so. This was one of those live and learn experiences.

Now as a further sidenote, I think it is great that they (Kiwi's cashiering system) are being proactive in trying to prevent collusion amongst players. I've been told that the theory behind this is to prevent individuals involved in money transfers on the poker room's software at Kiwi Poker from being able to play sit n go tournaments together. This surely helps to prevent peeps from "going into business" together, specifically in the jackpot sit n gos. I do firmly believe that any measure taken by poker rooms to protect online players is a great thing, EVEN IF IT COMES AT MY EXPENSE. That being said, I bring you the semi-edited email thread, first between myself and my Kiwi affiliate manager, then between myself and kiwi's "24-7 customer support." Of course, I'll be offering color commentary along the way (my email in plain text, their responses in italics, my commentary in bold). We start mid conversation with the manager and I, discussing my "problems" back on Monday.

Hi Le,

First off, thanks for getting me into the tourney. The efforts are very much appreciated. However, there are two problems. First, at least one of my members are also having issues entering the tourney, due to the same reasons.

As I had said before, there is lots of transferring going on by me to my members. I need for EVERYONE who has access to the tourney password to be permitted entry for our future events.

Second, the prize pool agreed upon below is not the same that is reflected in the tourney. Currently, with 13 players, the prize pool shows one seat, $5 for second, $3 for third, $2 for fourth. The added seat we agreed upon below doesn't seem to have been added. First and second should be awarded a seat with 13 entered. I assume this was a configuration error of some sort. That being said the playeer who finished second place is in need of a 15K token.

Mike

Summary: She manually placed me into the tournament on Friday of last week, as stated earlier. Unfortunately, this locked Dan out. The prize pool had "issues."

Le's response:

Hi Mike,

Thanks for your email. Am also glad to hear that you were able to play in the Checkrayz 15K mtq event on Friday night. We will have to take a closer look into why its not easy for players to enter tourneys when they have received a player-to-player transfer and get back to you on this one.

Also, the prize pool that we had arranged for the Checkrayz 15K event is as per our agreement but it may be a display issue in the KCP client why this special prize pool arrangement was not reflected in the tourney description. We will make sure that the 15K tokens are issued to the proper players and find out more about the display of the prize pool structure. Thanks Mike. We will be in touch shortly.

Kind regards,
Le
Affiliate Marketing Coordinator
Gaming Partners Affiliate Network

Le did a great job getting back to me in a timely manner. Additionally, she hit each one of my issues (both of which are big plusses in my book).

Moving on to Tuesday:

Hi Mike,

I wanted to get in touch about the Checkyrayz 15K tourneys. :) Firstly, your player has been issued a token from the 2nd place win in the Checkrayz 15K MTQ by our team. We did our best but Kiwi Casino Poker can not configure the Checkrayz 15K mtq prize pool to display the exact token prizes to be paid out as per the player entered into the tournament. Our best solution to this is to note the special prize pool in the private tourney description write up. But rest assured the prizes will pay out as per our arrangement, even if we can not get it to display as so! Finally we are still looking into clearing up the player-to-player transfer restrictions. We will come back with something as soon as we can.

Thanks for your patience Mike. Will be in touch soon.

Kind regards,
Le
Affiliate Marketing Coordinator
Gaming Partners Affiliate Network

OK, she gets back to me, in a proactive manner, informing me that the proper player was credited with the token. Additionally, she puts in my mind that the "known issues" going into next week's tourney is that the prize pool cannot display properly. Additionally, the money transfer issue is still a problem, but is being worked on. Once again, mad props to Le for being proactive in informing me where we stand. She is moving up the list quickly of my favorite affiliate managers to work with by addressing everything quickly and in full.

I respond thanking her for letting me know what's going on, and express that I'm more concerned about the actual payouts than the display. And providing the tokens award as per agreement, I'm cool with it.

moving along to wednesday... another update from Le (scoring more points!):

Hi Mike,

How are you? It seems that the prize pool pay out can not be configure exactly to our liking, but rest assured, the pay out will be properly awarded to Checkrayz players! Also, you'll be happy to hear that Checkrayz players, in fact all Kiwi Casino Poker players will not have any issue with playing in the same tourney or at the same table if they are recipients of the player-to-player funds transfers. The only restriction of this policy will be reserved for sit n go and cash table games.

Hope this information helps. Again thanks for your patience Mike, just let me know if you need anything else. Have good evening!

Regards,
Le
Affiliate Marketing Coordinator
Gaming Partners Affiliate Network

Wow, this is awesome. The follow-up continues, and the issue I had with p-p money transfers is both explained and resolved, according to Le. This is great, both in that she has informed me, and that they worked to resolve this small matter. Additional shout out for putting me in the loop about when money transfers via player to player cannot play together. I register for the tournament, because the coast is now clear.

Fast forward to Friday.

Hi Le,

One of my players just informed me he could not register for the tournament tonight due to the money transfer issue. It apparantly did not resolve. I'm withdrawing so everyone else can register, but will need to be manually placed into the event last minute --- unless the issue gets fixed.

Please advise,
Mike

Short, sweet, to the point. The beer guy "taking one for the team."

Her timely response:

Hi Mike,
Could you please send us the players' Kiwi Casino Poker nick name who wasn't able to register for the Checkrayz 15K tourney?
I will contact our support team and see how this can be resolved ASAP.

Thanks Mike.

Regards,
Le

I send her the player's names along with the players who I have transfer records of within the last 2 months. Not a complete list though, as I've moved more money at kiwi, but their records that I can access can only go back to last month. Once again, mad props to Le for staying on top of this. She responds thanking me for my additional info, as well as for what she had specifically asked for (when i do business I try to anticipate needs/future needs and provide accordingly). She tells me she'll follow up as appropriate.

Hi Mike,

Was able to get in touch with our support team and they've assured us that you can register into the Checkrayz 15K MYQ tonight and your players. Please let me know how it goes, hopefully I'll be here for a little while longer to assist if need be.

Thanks Mike.
Warm regards,
Le

Ironically, I receive this email while attempting to register. Like, specifically, the moment I'm being denied entry due to the transfer problem. I try again in five minutes, still nothing... I inform her of such, she assures me it will be taken care of by tourney start time.

Enter the Beer Guy's dialogue with support, as she is no longer in the office. I took the fam out to dinner and returned, unable to enter the tournament.

Hello,

I was working with Le today to get myself registered for the 10.30 EDT CheckRayz 15K MTQ (see correspondance below). My screenname is imhere4thebeer. I am the affiliate rep for this tournament. I need to be manually placed into the tournament approximately five minutes before start time.

Thanks in advance for your help.

Mike

Stated fact, and attached the email thread to the email to support. Receive the canned response telling me blah blah blah, 24-7 support.... committed to our customers... etc. Ten minutes later, mailbox gets a present.

Dear Mike,

Thank you for contacting Kiwi Casino Poker. Hi this is Jojo of Kiwi Casino Poker Support! We acknowledge receipt of your email, if you need to be added to the list, please ask your affiliate manager to contact our poker room manager, because we have no authority to add players in restricted tournament lists.

Have a pleasant day Mike and good luck! Should you have any questions or concerns, please do not hesitate to contact the Kiwi Casino Poker Support Team. We are available 24 Hours a day, 7 days a week.

With Best Regards,
Jojo
Kiwi Casino Poker

OK, Jojo instructs me to contact my rep manager (Le) to get me into this tournament. I did so per the emails I forwarded them. I strongly suspect we did not read below our nose, so I reply... (to JoJo, I assume)

This is extremely disappointing. I was ASSURED this was taken care of and would be taken care of. As per below, my affiliate manager sent an email to support alerting them of this issue and surely asking them to allow me access and release the rule on money transfers not being allowed to play . How was it not resolved?

I'm extremely disappointed.
Mike

Sense the frustration in my tone yet? Oh, incomes a reply, assuming its from "jojo." We read:

Dear Michael,
Thank you for contacting Kiwi Casino Poker. Hi, this is Lem from the support team and I'm glad to be of assistance Michael, as what my colleagues informed you need to directly contact your affiliate manager regarding this matter so that you may have the eligibility for the CheckRayz $15,000 MTQ. Your affiliate manager would directly contact us and as soon as we have updates from them, rest assured that we will keep you posted. Your patience and cooperation is greatly appreciated in handling this matter.

Thank you.

Should you have any questions or concerns, please do not hesitate to contact the Kiwi Casino Poker Support Team. We are available 24 Hours a day, 7 days a week.

With Best Regards,
Lemmuel
Kiwi Casino Poker

OK Lem will be referred to as "not jojo," though just like "is jojo," "not jojo" does not read below his nose either. If he scrolled down through the history of my email, he'd clearly see Le had in fact referenced contacting them directly, support's response stating I was good to go, and talk of me still not being able to access the tournament. Furthermore, "not jojo" would see that I'm allowed to play and could have easily placed me in the tournament. Or maybe I am too harsh. Perhaps he could have located the email Le sent regarding this issue and put me in. Either way, I should be in the tournament. So, I respond:

Hi,

OK, apparantly you're not understanding. Let me break this down further.

As per this email thread, I did directly contact my affiliate measure regarding this matter. The affiliate manager did directly contact you, as per her commentary below. My patience is a moot point now, as this issue was claimed to have been resolved HOURS AGO. The tournament in question has already taken place. Now, it is a matter of principle.

Per the email below which I hinted to, Le --- my affiliate manager... the one I contacted directly, informed me that I was able to enter. After all, I have the password. In fact, I am the affiliate for that matter. She said the issue regarding "money transfers" did not apply to us and that it was not an issue. She also informed me support said I'd be able to enter with no problem, as the restrictions on players who transferred money to one another only applied to sit n gos. Apparantly someone mis-informed her, which leaves me very disappointed.

My dillemma is now that my players who entered the tournament and I are aware of why it is I am not able to play tonight. I had to withdrawl because two players needed in, and I had the affiliate manager to work with on this matter all day long. We worked, she explained that support informed her it was fixed. I tried and failed. She informed me that she emailed support and that it would be resolved. Someone dropped the ball here.

They knew that I'd be there, because I was told this issue would be resolved.

In conclusion, please start reading this entire email from all the way at the bottom to the top. You'll clearly see that I did in fact contact my rep and she did in fact contact support and did in fact assure me this issue was going to be resolved.

Mike

That was all typed in one breath, by the way. I assume the recipient was neither "is jojo" nor "not jojo." I also assume this person read the email as per instructed. Furthermore, I'd not be surprised if they threw the "death button" on my player account, sentencing me to a lifetime supply of hammers in the hole. Little do they know, I am +EV on the hammer. "neither 'is jojo' nor 'not jojo' " responds:

Dear Mike,

Thank you for contacting Kiwi Casino Poker. I am Geloy your committed support team representative ready to assist you today. We would like to inform you that we are still waiting for the relevant department’s reply with regard to your concern on tournaments. We ask for your patience with regard to this matter. Thank you for your understanding.We passionately offer our members the best quality service attainable and your satisfaction is our main goal.Enjoy the rest of your day Mike. Should you have any questions or concerns, please do not hesitate to contact the Kiwi Casino Poker Support Team.

We are available 24 Hours a day, 7 days a week.

With Best Regards,

Geloy
Kiwi Casino Poker

I was right, it either went to a third person in support, or these emails are linked to one of those "myspace what customer support name fits you" surveys where their login consists of answering four questions, and a randomly generated customer support name is applied to the "regards" portion of the email. But wait, there's another one inbound.

Dear Michael,

Thank you for choosing Kiwi Casino Poker! We would like to confirm that we have received your email and it has been forwarded to the relevant department. You will be contacted as soon as possible with further information. In the meantime, we kindly ask for your patience and cooperation in handling this matter.

Should you have any questions or concerns, please do not hesitate to contact the Kiwi Casino Poker Support Team.

They are available 24*7 at:Email: support@kiwicasinopoker.com

Toll Free (U.S. only)Phone: 1-866-636-3516
Fax: 1-866-289-1596

InternationalPhone: 63-2-845-9015
Fax: 63-2-845-9016

Warmest regards,
Kiwi Casino Poker Support Team

OK, just like myspace tools, apparantly the random name generator was down. I'm thinking the last thing they want to do is to pick up the phone and have me on the other end of it. And no, I didn't place a phone call either. I am kicking back, calming down, and putting together a blog entry.

I rest certain that Le was not at fault on this one. After all, she responded to each of my points in a timely manner and proactively kept me in the loop. Someone that thorough is not going to drop the ball or forget to email support. I'm placing blame on support, thankful its not too often that I must utilize them.

I'll keep everyone posted on how this one turns out come monday when le returns to work, seeing all the cc'd correspondance. Until then, have a great weekend...

Mike

CheckRayz Mailbag