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Please forgive the delay in responding, but there are many issues raised and I wanted to do some homework before responding. I will try to address all the major points, starting with the most important - cashouts.
We process cashouts at least once a week and most of our customers are very satisfied with this time frame. When there are issues with cashouts it is usually over the W9 - either we haven't received it or we received it incomplete or unsigned. As a US corporation bound by US laws we are required to follow this procedure. As with any business, there are occasional miscues. And there are sometimes issues that I won't go into on a public forum. But by and large there is no problem with cashouts.
A close second in importance, in my opinion, is customer support, and on this count we can only plead guilty. I have spent the last week helping catch up with the backlog, and from this point on, I will stay fully involved in bringing our customer support up to the level our customers deserve. And this is not idle talk. As long as I stay involved with this company my number one objective will be to elevate customer support.
Next, and it would rank higher if I believed it true, is the contention that leaving the table without "sitting out" will cause your bankroll to be depleted. I know of a case or two where the funds on the table somehow stayed at the table, which is clearly a bug that needs to be fixed, but I have never seen a complaint of a bankroll being "blinded off" after the player leaves the table. I'm a firm believer that anything is possible, but I have to believe we would be inundated with complaints if that were happening. I will take this to the tech team.
As for the tournament payouts, I have seen a few complaints on the payout formulas, for the most part I'm not a big fan of them myself, but I haven't seen any evidence that the payouts don't match the formulas (other than a few ill-advised satellites and freerolls that won't be repeated), nor has our QA tester. While I believe that the 'The Ronin' has done a fair and mostly objective job of reviewing our site, I think all would have been better served in this instance had he provided concrete examples rather than impugn our honesty. I will take this too to the tech team.
On the hand history issue, we had problems with this for several weeks not long ago, but I thought they had been resolved, our resident QA tester says that it is working fine for him. Another for the tech team.
The bots are a necessary evil until we grow to the point that we no longer need them to start games. And they do excuse themselves as soon as the game has at least four players.
We have had discussions on hiring props, and we are leaning that way. No decision yet though.
Lastly, the question of Duplicate Poker as a "skill game". What we have done is remove the "luck of the draw" from the game of poker. Now you can catch rags all day and still win, even if you're not Eskimo or Gus Hansen. As suggested, the skill set may not be what you expected, but without the "luck of the draw", what else can it be but skill?
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