Advarsel! Chilipoker

Som nogen af jer ved har jeg haft en del bøvl med Chilipoker angående deres support eller mangel på samme.

Dette viser sig dog at være det mindste problem!

Primært pga. den manglende service besluttede jeg mig for at trække mine resterende penge ud. I alt 1002$.

Det viser sig nu, at det er meget vanskeligt at trække sine penge ud igen. Peter Hallberg kan/ vil bekræfte dette.

Jeg måtte ikke hæve mine penge før at jeg havde spillet mit ”deposit”.

Jeg har valgt at lave en lang version af forløbet og en kort, da der er så meget galt i hele denne her historie. Jeg håber i læser den lange, selvom det er langtJ

Den korte:

Jeg har haft en lang og ”tiltende” mail korrespondance med chilipoker. De er kommet med urimelige påstande og har haft fastlåst mine 1002$. Efter et forløb med forklaringer og påstande fra to parter, er det endt med at jeg har betalt dem 45$ (deres gebyr omkostninger) for at få mine resterende penge ud. Dette er gjort af frygt for at jeg tror de snart drejer nøglen om. Min frygt bunder i at jeg har oplevet dette ved et andet site, Stryyke, som gik nedenom og hjem, sammen med mine 2000 euro. Forløbet minder lidt om det der er sket nu, bl.a. med manglende service og support, samt at de kommer med urimelige grunde til at fastholde ens penge.

Det kan godt være at jeg går med livrem og seler, men deres måde at drive forretning på er helt vanvittig. I en branche hvor service niveauet er så essentielt er det mig en gåde, at de nærmest driver hetz på deres kunder. Det er simpelthen så uforståeligt. Derudover har jeg gransket nettet lidt og fundet følgende links:

http://blog.bonusbubble.com/2011/08/02/chilipoker-lets-go-a-dozen-employees/

De fyrer 12 mand! Alarmklokkerne burde ringe for de flestes ører.

Nu ved jeg ikke præcist hvor mange ansatte de har i alt, men 12 mand virker til at være en drastisk nedskæring.

Derudover nogen andre interessante links:

http://no.donkr.com/forum/everybody-need-to-see-this---chilipoker-538385

http://www.pokeraffiliatelistings.com/forums/general-poker-affiliate-forum/8246-chilipoker-com-dispute.html

http://forumserver.twoplustwo.com/28/internet-poker/chilipoker-ipoker-not-solid-company-imo-725853/index22.html

Mit råd til alle er. Take your money and run!!!

Den lange version:

Jeg vil gerne bringe jer den mail korrespondance som jeg har haft med chilipoker. Det kan virke lidt langt, men gør jer en tjeneste og læs den. Jeg vil desuden ”highlighte” væsentlige udsagn i de forskellige mail:

Here we go…

Hello Kimm,

We regret to inform you that we were unable to fulfill your withdrawal request. Your request did not comply with the necessary criteria required for processing by our accounting department.

The reason for the cancellation is as follows: Deposited money needs to be played. not enough game activity since deposit

For any questions, we invite you to contact our customer services.
Spice Up Your Game!

Jeg sendte dem følgende svar:

Hello Chilipoker

First of all...Im pretty sure that it is illegal not allowing me to withdraw my money!

Second: This is my second deposit to your site. I have played a fair amount and besides that I have used over 500 euros to buyin to the DSO in Malta.

I would like you to to foreward this mail to Alexandre.

Besides that I will contact my affiliate,Texaspoker.

If im not allowed to withdraw my money I will contact LMG.

De svarede:

Dear Kimm

Thank you for contacting our Chilipoker Support Team

Chilipoker is not a bank therefore we can"t allow deposit and withdrawal with no game activity, we are jsut asking you to play your deposit, you will be then able to request the withdrawal again with no problems. Thank you for your cooperation.

If you have any questions or you require any further assistance, please feel free to contact us immediately.

I wish you a lovely day

Kind regards

Så blev bissen skruet på:

Play my deposit??? Are you serious!

Do want me to wager 1000$?

I have made deposits of a total of 1929$ (edit:1956$)and now you wont let me withdraw my last 1002$

This is totally sick! I have played some poker since my last deposit. Check my record.

I have never expirenced anything like this!

Good luck in this industry. My affiliate will contact Alexandre.

Efter dette kom ThomasTXP på banen og kontaktede chilipoker. Jeg kender ikke helt denne mail korrespondance eller hvad Thomas har skrevet til dem, men jeg kan poste deres svar til Thomas.

Hi Thomas,

Basically this is a matter that the player needs to discuss with the support department as these are rules that are implemented from our Payments department. 

Just to explain to you what has happened:

When a player deposits/withdrawals we kindly pay for the fees on the payment method used. In this case the player used Neteller which means that we pay a lovely 3.5% on his deposits and 1% on his withdrawals. We do this willingly as long as the player is an active one. 

The player made a deposit of $1,965.00 and is withdrawing 1,002.00 and only raked $83. 

Therefore why did he make such a large amount of repetitive deposits if his intentions where of not playing? especially since his last deposit was of a $1000, and yes I understand that he registered directly to the DSO but again if he did not want to play online why did he deposit so much money...!!! 

Is it possible that the player made so many deposits to benefit from the/a point loyalty system that Neteller (or any other payment provider) offer??? if this is the case we are continuously checked by auditors that players do not abuse the deposit/withdrawal system? We are a gaming site and therefore if a player makes a deposit it is automatically assumed that it is for playing purposes...!

I'm afraid that this is a situation that is out of mine and your hands. He needs to see with our support department who will be speaking on behalf of the payments department. 

Jeg har svaret hende at jeg synes det er totalt uholdbart at de fryser spilleres penge fordi de har betalt et gebyr for spilleren. Ligeledes er det helt ude i hampen at hun ikke fatter du har deposited for at regge til DSO, og derfor har sat ekstra penge ind.

Og endnu en mail:

Hi Thomas,

Ok so first of all the player registered for the DSO on the 26th September, after that on the 13th October he made a big deposit for $1000,  played a total of 9.89$ in rake, his last activity was on the 25th October and since then there was no other activity. 

Then I checked to see if any emails where sent by the player using the email address that he has used to create his account on. Not 1 email has been sent to our support team!

I asked Alexander why he took WEEKS to reply to the player and he looked at me baffled. The player sent his SnG jackpot request to Alex on the 14th October and Alex replied to him on the 17th October. That is 3 days not weeks and he did not meet the requirements of the jackpot. so maybe that kicked him off a little. 

Now if we are gona hit the gambler issue... 1: if he is a gambler then why on earth is he attending live events and so on. 2: we deal with gamblers in different ways. They self exclude themselves and then the matter is dealt with accordingly.

The player is completely taking advantage of the situation and the reason we do not allow to pay fees is because we are offering them a service, since we are a gambling site we automatically assume that the player is depositing to play and not to hold his money in deposit like a bank just so they can use us to accumulate some points for their loyalty deals with another site and then take off. here have a look: 

And anyway if he is such a big player why is he not playing..? If he deposited so much it should be a because his intentions were of playing? So what really happened?

Thomas this is a policy that the payments department have. It is not a rule that I have gone and invented to annoy you or the player and you complaining to me is not gona change the fact that the player needs to abide by the rules and I certainly cannot make them process the deposit. Also can you please tell your player to take up the issue with the Support department and actually send an email to them... cos honestly offending our CS team and saying that they do a poor job is not very nice..!!! No one likes to be insulted when nothing wrong was done! 

Thanks 
Oriana 

Der er virkelige mange ting og problemstillinger i ovenstående. Jeg vil prøve at pinpointe dem lidt senere.

Fik denne mail tilbage fra support. Første egentlige mail på en løsning af problemet!!!

Dear Kimm

Thank you for contacting our Chilipoker Support Team

The games you registered to then unregistered and the ones you actually played do not represent sufficient play and do not explain the deposited amount. Can you provide us an explanation please as to why you deposited that sum to play a few games? Is this transaction linked with any promotional activity related to the payment method? We are checking any suspicious money transactions as well games, as it is totally normal and even mandatory.

We can also see that you have triggered a bonus you are trying to clear. Do you find the bonus too difficult? can we interest you with a progressive bonus which is perfect to tournament players whereby funds are automatically credited after clearing the requested FPPs. We would like make our gaming platform a very suitable platform to you to play in and extend your gaming experience.

Your cooperation in the matter is much appreciated

If you have any questions or you require any further assistance, please feel free to contact us immediately.

Jeg sendte dem følgende svar:

Hello Mark

Im aware of that there is a big misunderstanding going on. Here is my version of the matter...

Usually I play headsup sng at limit ranging from 50$-100$. My friend and affiliate Thomas from Texaspoker suggested chilipoker because we were aorund 20 people who would play at the DSO in Malta. And you had a great sign up bonus.

When I first made some deposits I played some 50$ heads up, with out so much luck. I then spent over 500 euros to buy in at the DSO. When we got home from the DSO I was eager to give chilipoker another try. Besides that you had a great promotion where you could win a seat to the DSO in Wien if you won 3 sngs at 6max 5$ level. If I failed that attempt I would consider buying in directly from your site.

I was a bit creative in my attempt to win the 3 sngs in arow. I started up 4-5 tables and my plan was to get knocked out of the other 4 sngs, if I was doing very well in 1 sng. It happend and after that I won 2 in a row. So thats is actually a win of 3 sngs in a row. I was aware that there was a slight possibility that chilipoker wouldnt accepts this. I wrote support and Alexandrer to clear this matter, but I never got a respons back! I contacted Thomas from Texaspoker and after a couple of weeks he got and answer back, saying that this didnt count as a win of 3 sngs.

I was very dissapointed of the late feedback and now it was to late to try to win 3 sngs in a row. I then decieded that I would try my luck somewhere else and this is where we are right now.

I believe I have acted in good faith. I have absolutely no hidden agenda regarding my deposit. Actually 1000$ isnt that much if youre playing Heads up SNG at 50-100$. Its around 10-20 buyins.

I can understand that you have to check any suspious behaviour. This my version of this misunderstanding.

I hope to hear from you soon. I would really like to have my money back.


Best regards

Kimm Gullev

Fik følgende svar tilbage:

Dear Kimm

Thank you for contacting our Chilipoker Support Team

we have forwarded your explanation to the Fraud and finance departments. We will be contacting you as soon as the answer will be available.

We thank you for your patience

If you have any questions or you require any further assistance, please feel free to contact us immediately.

I wish you a lovely day

Kind regards

Mark

Og fra deres pokermanager:

Dear Kimm,

May I inform you that our Payments manager has informed me that we will be allowing you to pay the fees incurred of $45 ans withdraw the rest. 

Please bare in mind that this is not something that we usually allow, therefore please be informed that we will not allow it to happen again in the future.

Let me know how you wish to proceed.

--

Oriana Cristauro

Jeg svarede dem:

Hello Oriana

You may proceed!

Do I need to do the withdraw my self or will you do it for me?


Best regards

Kimm Gullev

Og fra pokermanageren

Hi Kimm,

We will take care of it for you.

Thank you
--

Oriana Cristauro

All rigt…

Det er er lidt vanvittig situation. Jeg vil nu prøve at tage hovedpunkterne ud af ovenstående.

Udsagn 1: Deposited money needs to be played. not enough game activity since deposit
 

Først og fremmest står det ingen steder(jeg kan ikke finde det) i deres T&C at man skal spille sit deposit før at man kan lave en udbetaling. Jeg er godt klar over at nogen sites kun vil tillade at man laver et withdrawl om måneden og resten kommer der gebyr på. Fair nok, hvis bare man bliver gjort opmærksom på det.

Dette var mit første withdrawel overhovedet!!!

Udsagn 2: Chilipoker is not a bank... we are jsut asking you to play your deposit

Nå, det er det ikke...det er jeg dælme godt klar over.

Usagn 3(Oriana, pokermanager): the player needs to discuss with the support department

Det er jeg ligesom i gang med og man kommer ingen veje. Derfor er det naturligt at man kontakter sin affilliate.

Udsagn 4 (Oriana, pokermanager):: When a player deposits/withdrawals we kindly pay for the fees on the payment method used. In this case the player used Neteller which means that we pay a lovely 3.5% on his deposits and 1% on his withdrawals. We do this willingly as long as the player is an active one. 

Hvad så hvis man har været inaktiv i et stykke tid og man gerne vil have sine penge ud. Er dette muligt?

Udsagn 5 (Oriana): Therefore why did he make such a large amount of repetitive deposits if his intentions where of not playing? especially since his last deposit was of a $1000, and yes I understand that he registered directly to the DSO but again if he did not want to play online why did he deposit so much money...!!! 

1000$ er ikke en særlig stor bankroll, hvis du spiller HU 50$-100$

Udsagn 5 (Oriana): Is it possible that the player made so many deposits to benefit from the/a point loyalty system that Neteller

Nej, det er det ikke. Er godt klar over at dette eksisterer, men det er mit liv for kort til at spekulere i denne mikro value.

Udsagn 6 (Oriana): I'm afraid that this is a situation that is out of mine and your hands

Hun tager ikke ansvar om problemstillingen eller kommer med løsninger.

Udsagn 7 (Oriana): Then I checked to see if any emails where sent by the player using the email address that he has used to create his account on. Not 1 email has been sent to our support team!

I asked Alexander why he took WEEKS to reply to the player and he looked at me baffled. The player sent his SnG jackpot request to Alex on the 14th October and Alex replied to him on the 17th October. That is 3 days not weeks and he did not meet the requirements of the jackpot. so maybe that kicked him off a little. 
 

Øhhh, der er sendt en masse mails til deres support. Derudover har jeg aldrig modtaget et svar fra Alex. Thomas Txp kan bekræfte dette, da han selv har rykket utallige gange fra Alex.

Det er direkte løgn de skriver!

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