(August 12, 2009) When it comes to managing an online poker room or casino, affiliates are obviously important. Yet the core of the room is of course the players. Even when it comes to negative feedback, the players are more important than the affiliate.
A poker room can piss off tons of affiliates and have threads on the likes of PAL, PAP & GPWA saying how bad they are – yet people will continue to promote them and make them money. However word of mouth is strongest from players, and many times I have seen a poker room lose a lot of traffic and money due to not catering to the players, or by doing something to piss the players off.
So why is it that the affiliate still has more power on the poker room than the players? Since August 1st, I’ve had 8 players at 6 different poker rooms try and withdraw money, only for it not to arrive within 24 hours. They will be told there are “technical errors” or “slight delays” – any vague bullshit stock answer you can think of. The player will send them e-mails repeatedly, talk to live chat etc – and he just never gets anywhere. Every time he is met with these vague answers, and is still without money.
Then what happens? Well the player e-mails me. Some of the withdrawal delays have been around 48 hours long – others have been over a week and still no money. I immediately call the poker room and talk to my affiliate manager, and within 10 hours the player has got their money.
That has happened every single time.
Why do I need to step in? I don’t mind doing it – hell, it looks good for me because my players know if they have problems they can just come to me, and it builds trust.
But why is it necessary?
Why are these delays? And why are the poker room treating the player like shit? And why is it only when I get involved, is something done?
It seems these days a lot of poker rooms take their players for granted. They don’t realize how important it is for a player that when they withdraw, they gain access to their money promptly. Hey – if a player deposits the poker room gets the money immediately – why can’t it be the other way round? And if there ARE problems with withdrawals, then explain that to the user. Hell, throw them a free entry or something for their troubles.
While I don’t believe that the customer is always right, I do believe that you should treat a customer to the best of your abilities. Never insult their intelligence, and make sure their experience is always satisfactory.
Poker rooms need to get their priorities straight.