Frehonest
07-29-2009, 03:34 AM
Hi,
I'm a share holder and work as a manager at a poker room. We're on the Ongame Network. I'm also a poker player myself. Since I got some experience from the support, I know we have a lot of customers asking why the HEM rake numbers doesn't match with our numbers.
Some facts:
Our numbers are 100% accurate (and we apply gross rake without any network fees, or other fees whatsoever).
Some customers say that HEM is showing a much higher rake than our system shows, almost 100% more. For example, HEM shows a little more than $200, while our system shows $104.
We try to give them explanations for this, but they trust HEM and are very suspicious about us telling the truth. They simply believe that we are manipulating the numbers - but we don't do dirty business. We're a fair company that wants to give our customers the best possible service (including accurate numbers to support our loyalty cashback scheme).
Since they don't trust us, can someone from HEM please explain why the numbers can be so much different from the rake each player actually contributes to the house.
I'm very greatful for any detailed answers and explanations.
PS: I was not sure if I was allowed to mention what site I represent or not, so I keep it hidden for now.
I'm a share holder and work as a manager at a poker room. We're on the Ongame Network. I'm also a poker player myself. Since I got some experience from the support, I know we have a lot of customers asking why the HEM rake numbers doesn't match with our numbers.
Some facts:
Our numbers are 100% accurate (and we apply gross rake without any network fees, or other fees whatsoever).
Some customers say that HEM is showing a much higher rake than our system shows, almost 100% more. For example, HEM shows a little more than $200, while our system shows $104.
We try to give them explanations for this, but they trust HEM and are very suspicious about us telling the truth. They simply believe that we are manipulating the numbers - but we don't do dirty business. We're a fair company that wants to give our customers the best possible service (including accurate numbers to support our loyalty cashback scheme).
Since they don't trust us, can someone from HEM please explain why the numbers can be so much different from the rake each player actually contributes to the house.
I'm very greatful for any detailed answers and explanations.
PS: I was not sure if I was allowed to mention what site I represent or not, so I keep it hidden for now.