What do you mean they are not as personal as you are? And having a website coded from scratch is not always good, it may have bugs and security issues that you are simply not aware of it.
check the top 3 poker rooms: nitrogensports , betcoin and luckyflop non of them are using poker mavens! And in return they have great support, great tournaments and ring games.
We are planning on and actively supporting many user's requests... We aren't trying to directly compete with them right now because we just started but we are planning on getting bigger. I don't know what else to tell you... We just started so there's not much we can do to compete with big players like them right now. We plan on doing more reward contests so just stay tuned.