here's the (longish) cliffs of an incident i just went through with RPM support... i got the standard "our decision is final" email. anything i can do?

1.) I send an email on Feb 11 asking to start king of the road on the Feb 13
2.) i get a reply back on Feb 13 at 10:30 am saying i can start.
3.) i play a bit throughout late Feb/early March
4.) as it's getting closer (maybe March 5?) to my 30 days being over i live chat with RPMjon asking him how much i've played and what exact time and day i have to complete the challenge. he tells me March 14 at 23:59:59 and tells me how much i've played. i still had a bit to go.
5.) i play some more and on March 13. i ask RPMjon how many hands/tournaments/vpps i've played/earned. he tells me 13,362 hands, 2271 tournaments, 4667 vpps. i again ask him what exact time and day i have to complete the challenge because if my king of the road started on Feb 13, i would only have til March 13, but i figure since i didn't get an email back til midway through the day on Feb 13 they may just give me an extra full day or at least until whatever time i received the email + 720 hours (30 days * 24 hours) which would be March 14 at 10:30 am... but i don't analyze this too much at the time because RPMjon told me on two occasions before March 13 or 14th that i had until March 14 at 23:59:59
6.) i finish the requirements on March 14th by playing 2,047 hands, 287 tournaments, 430 vpps. with 2 hours left in the day on March 14 i ask RPMjon if i had completed kotr. he told me i had and gave me a friendly "congratulations!" and that i would be credited with my winnings in 24-72 hours.
7.) today i receive my rewards. 30 minutes later the rewards are gone. i get an email saying to go to live chat. in chat i'm told my kotr rewards were removed because on second look, i had not completed the requirements because i only had until March 13th. ugggghhhh.
8.) i'm complaining on twoplustwo hoping it will somehow help

btw, i started this before kotr became harder to accomplish recently which grandfathered me into the old rules as told to me by RPMjon which were 15k hands, 5k vpps, 2k tournaments in order to receive $200, $109 tt, $50 coinflip, and a $1500 bonus

Hello,

As RPM Jon mentioned to you via live chat and I mentioned earlier in our e-mail correspondence, while it is entirely your prerogative to make any post you like on the 2+2 poker forums, it will unfortunately not change the decision that has been reached in this case.

As this issue has been fully addressed with you via e-mail correspondence, I'll just quickly paste our responses to your e-mails that address the points you raise for the readers of this forum.

Email 1:

----
Hello [name],

Thank you for your e-mail.

According to our records, you began the King of the Road challenge on February 13, 2012, set to span 30 days until March 13, 2012. The King of the Road promotions page on the RPM Poker website sets this guideline, and as such, your time frame to complete this promotion ended at 01:00 server time on March 14, 2012. This time frame remained unchanged from February 13.

In the time period from February 13 to March 13, you played 13,362 ring game hands, 2,271 tournaments, and earned 4,667 VIP Points. Unfortunately, you fell short of the 15,000 ring game hand mark, as well as the 5,000 VIP Point mark to complete the challenge.

When crediting your promotion winnings, the time period for your promotion was incorrectly calculated as between February 13 and the end of March 14. Unfortunately, RPM Jon misspoke, but that did not change the time frame of your King of the Road Challenge from your start date. Had your play from March 14th been eligible for the promotion, you would indeed have completed the requirements. However, as this was day 31 of the challenge, it was not eligible to be counted towards the requirements, and therefore rendered your challenge as incomplete.

As such, the $200 cash prize and $109 ticket were credited in error. Just shy of 40 minutes later when the error was caught, you were contacted immediately, the remaining $193.00 of $200.00 was reclaimed from your account, and the $109 ticket was made ineligible for use.

We are unfortunately unable to credit the promotion winnings to your account when you have not completed the promotion requirements in the required time frame. You may re-attempt the King of the Road challenge at your convenience, and we do appreciate your understanding in this matter. As a token of our apology for the inconvenience, an $11 tournament coupon has been added to your account.

Please don't hesitate to contact me directly should you have any further questions, comments, or concerns. We are always here to help.

--

Email 2:

Hello [name],

Thank you for your e-mail.

Our records show that you were confirmed for your promotional challenge on February 13th. There was no further correspondence received from you suggesting there was an issue with the start time, or a request to change your start time to a later date.

Please accept the $11 tournament coupon that has been credited to your account as a token for the live chat operator's typo.

While I understand your frustration, this typo in the live chat discussion did not change the 30 day time frame from your confirmed start date to end date which, for you, were February 13, 2012 to March 13, 2012. As such, your challenge ended at the close of March 13th, and your King of the Road requirements were not completed in time.

We appreciate your understanding. You are more than welcome to make another attempt at the challenge, and please don't hesitate to contact us should you require assistance moving forward.

--

Email 3:

Hello [name],

Please allow me to reiterate my apology for the mistake from the live chat operator, and the subsequent error with the payment mistake that has since been corrected - minus $7.00 that you have already lost through the course of your play before the error was corrected - as described in my initial e-mail with you.

We always do our best to provide top notch service as quickly as possible, and understand that mistakes can happen. Unfortunately, the conversation with the live chat operator did not change the terms of the promotion, the start date, or the time frame for the challenge as displayed on the RPM Poker King of the Road promotion web page. Further, as the terms of the challenge are not flexible, a routine check of the issued promotion winnings showed that they were indeed issued in error, and subsequently corrected.

This matter has been fully considered and this decision is final.

You are a valued player with RPM Poker, and an $11 tournament coupon has been issued to you as a token of our appreciation for your understanding in this decision. Once again, you have our apologies for the confusion.

--

Email 4:

Hello [name],

As I mentioned in my previous e-mail, this decision is RPM Poker's final decision and will end our correspondence in this matter. As the King of the Road promotion is exclusive to RPM Poker, Merge Gaming is unable to offer you further assistance. However, should you choose to contact Merge Gaming support, you may e-mail the support team at support at rpmpoker.eu.

Further, while choosing to make any post on the 2+2 Poker forums is entirely your prerogative, making your support inquiry a public matter will not change the outcome of this decision.

---

Please don't hesitate to contact us again directly via e-mail should you require any assistance.

Couple questions RPM?

Is this true?
i live chat with RPMjon asking him how much i've played and what exact time and day i have to complete the challenge. he tells me March 14 at 23:59:59

and

Did op fully complete requirements within above quoted time-frame?

If either one is false, I think your decision is fair.

If the are both true I feel your stance is a bit harsh and suggest looking at the situation from a prospective customer's perspective. My 2c




Edit: Just so it's known, I have no axe to grind v RPM and have found support to be helpful. No ulterior motives, just my opinion.

well said +1


If it is just an error in applying the bonus incorrectly then fine to take it back. if he asked for the timeframe and based his play upon that and decided to spread his play accordingly he has every right to the reward IMO.

If they don't it could be a serious angleshoot from RPM support giving incorrect dates in order for people to fail.

Needs to be some details of exactly what happened at what time.

Seth and Jon, I really think you need to take a step back and look at this situation again. You've admitted that you gave out incorrect information about the ending time, so part of the misunderstanding is due to your actions.

If I made decisions at RPM I would apologize, award the bonus, and make a note that four years from now I need to put up a big flashing sign reminding everyone about leap year. If I was a juror and the posts above were presented in a civil case (and all true), I would award the OP between 70%-90% of the promotion.

I've been pretty happy with RPM in the nine months that I've played at this site. I hope you do the right thing now.

Devils advocate:
But if RPM gave this guy his bonus, then theyll haveta give it to EVERYONE who is"1 day late" because it wont be fair and then the promo will be 1 month+1day

I think their thinking is it was the players fault to not know how many points/games he played in a month? I agree tho it is a pretty sick slowroll to tell someone they won then missed it by a day .

Yeah, but he was a day late because he based his play on a date and time he was given in live chat by a rep. And whether it was a "typo" or honest mistake by the rep, doesn't matter imho.

Damn, all that work and rake for an $11 coupon.

I've never attempted it, but KOTR participants should be given at the start of their individual challenge, the exact date and time for when it ends specifically for them, just so there's no confusion.

That won't be the case at all, since everyone(you would hope, or it is a sick angleshoot by RPM) hasn't been told the incorrect ending date.


This case isn't about him being one day late. It is about RPM support twice telling him a date and then taking it away when he completed it because RPM was just kidding in chat and the date was actually a day earlier.



Using the "what would stars do", they would pay him everytime since it wasn't the fault of the player.

thanks for the replies. just want to reiterate that the only reason i didn't finish sooner as i easily could have is because i was told i had til March 14 at 23:59:59. i also have only had good experiences with merge support especially relative to the current competition in the US market which makes this all the more perplexing

haha the rpm ad on the right says "straight talk" and "fair management". i think they're taunting me.

kind of a sick bear suiting imo

Bump for clarification

Im not asking for RPM to defend their stance, just want to know all the facts. Tbh if all of what op says is true, I would have to re-think playing on the RPM skin (not that I play much anyway though).

Honestly, I can see both sides here. Did the RPM rep screw up? Yes, and therefore something better should have been done. Could OP easily have taken 20 seconds to count on a calendar 30 days from his start date to get the right answer instead of taking more time to actually write out an email? Of course.

What would Stars do? They wouldn't have made us email support to enroll in these programs. Basically they would have an easier sign-up method in which a pop up box would have automatically informed hero of the end date right away.

I didn't know the exact start date and time they had me set for. If i wouldn't have asked i would have just finished on March 13 just to be sure, but i didn't play much during late Feb/early March (and didn't want to) so i wanted to use my entire period down to the minute. Instead of counting the 30 days off and guessing the exact start date/time i just went to live chat (which is super quick and easy not that it matters). I thought asking live chat would have given me a more exact date/time- and an official one at that.

I agree with this. I am thinking this thread needs to be in internet poker to get more traffic. I believe OP since RPM hasn't disputed the facts.

You were confused. You got clarification on the terms. You acted upon that advice. If live chat made a mistake, they had plenty of time to remedy the mistake. All blame lies on RPM. I don't know what else you could expect OP to do? We aren't talking a big obvious mistake here, not something OP could of gone, oh his obviously giving me the wrong information.

RPM man up and pay!

You should msg a mod and ask if you can move it to internet poker IMO

ya, i was thinking about doing that. i'm working on getting in contact with some one other than Jon/Seth at RPM. i'll ask a mod to do that if i'm unable to.

Who else is there to contact? Their mom? Get her to go down to the basement and tell them to fix it?

i can't say i have an answer to that question, but i was under the impression that seth and jon were just customer service reps (not that there is anything wrong with that).

FWIW, when I did the KOTR, I told chat I was starting on day x, then got an email from seth saying I was good to go as of day y and I had already been grinding for 5 days. I saved my chatlog and all was sorted after some initial bickering.

Not everybody is always eligible to begin the challenge, and this confirmation procedure is in place to make sure that everything is copacetic before you begin.

The promotion begins after you receive a confirmation from RPM Poker confirming your opt-in date and ends 30 days later as per the promotion terms.

RPM messed up and should give OP his reward as promised. This is in no way OP's fault because he clarified with support exactly what time he had until. RPM are entirely in the wrong here imo.

This should definitely be in Internet Poker, I happened to come across this purely by chance.

There have been cases in the past where there have been mistakes by support, and we've always done our best to make sure we make the most fair decision. Usually, this has been in the favor of the player. The circumstances are fully considered in each situation as there is no 'blanket form answer' for some cases. This is one of those cases.

We understand it was unfortunate that the winnings were paid in error and then revoked, but the challenge was not completed in time, and the promotion winnings were undue. Unfortunately, this mistake had to be corrected to maintain the integrity of the challenge in fairness to all others who have attempted and failed by a close margin.

No decision is made arbitrarily. The circumstances and full set of facts surrounding this particular inquiry were fully considered before this decision was made. While we understand that it is certainly in the OP's interests to be given the benefit of the doubt and to be paid the promotion winnings, we feel as if the terms on the promotion webpage and the confirmation e-mail sent back to him clearly state the rules, the start date, and, therefore, the end-date for the challenge - 30 days after his confirmed start date, not 31. Making the support inquiry a public matter on the 2+2 forums after a final decision has been handed down will unfortunately not change the facts or the outcome.

We've been in contact with the OP over e-mail extensively. As we've stated via e-mail on numerous occasions and I'll reiterate here, this decision is the final decision based on the full set of facts in this case, and for the reasons we have given in both this thread and the e-mail replies. I'm happy to leave this thread open for those who feel this warrants further discussion, but it will not change the outcome in this case as this matter is considered closed.

so did u bearsuit him? If not, one could question the integrity of the competition.

I dont understand why you felt the need to respond to my post. I said you guys made it right after an initial misunderstanding, but you still felt the need to refute my point.

Also, please respond to my latest post in the maximus thread while you are online.