This software update was terrible. I don't play on RPM, but my roomate does. He was playing hust and mtt yesterday, none of which worked. He was booted off the software and got blinded out. He talked to RPMJon over chat. He told him to email support to ask for a refund. He was only refunded $13 for one tourny. My roomate is so frustrated he won't even post here. He thinks there is no point. The value of the buy ins was $200-$300.

To the merge network: You just lost at least 20% of your client base when lock moved. You freaked out and rolled out ****ty software to try to keep everybody. Now when it doesn't work you aren't giving anybody refunds? The only reason you can get away with this is because poker isn't regulated at the moment. You're going to lose all of your players if you don't refund people. This is criminal. You should be ashamed of yourselves. You are supposed to be the network with the good software who doesn't steal everyone's money. I thought that's what everybody thought cake does. My roomate plays a good amount of poker and you will never get to rake him again, unless you do the right thing and give him a refund. I'm sure he was not the only player with this problem.

I have changed the title of this thread as it is a bit misleading.

RPM Poker is not directly involved with Merge Gaming's software update. Any refund requests that have arisen as a result of the software update can be directed directly to Merge Gaming by emailing support at RPMPoker dot eu. The decision to give refunds due to software malfunctions lies entirely with the Merge Gaming Network.

We have never seen an instance where Merge Gaming has not initiated refunds when refunds were due.

hopefully this is the case because anyone that has registered for a tournament in the last 12 hours definitely deserves one

Yeah this is bull****, every tourny I regged on RPM never started.

I don't even get why the software is online if its just taking peoples money... or was from my perspective until i realized not to register anymore..

Sad.

He got the same instructions you gave here. He sent an email and received no reply, but there was $13 back in his account. From what I've been reading most people had a lot of lag when they were playing. He had so much lag that the software froze and he was sat out of all of his tournaments. I posted here because he uses RPM poker and I didn't know it was merge that would handle the refunds, although that would make sense. Is there another email or someone else he could contact directly on merge, not an RPM email?

if your"friend" is to stupid to not post here he must not want his $$ if he thinks he is owed. it must not be important to him. I got my refunds and i didnt even ask.

You must be very fortunate. I still have not received any refunds for any tournament entrys.

Maybe you got refunds for the tournaments you actually de-registered as everyone would get those. But, if you actually had tournaments launch that never even took place after starting, that is what I'm talking about. Merge has not sent ANY refunds for these tournaments.

Disappointing..

See mark that's why he doesn't want to post here. Most posters are so negative and always trying to get people. My "friend" is really my friend. If it was me I'd just say it was me. I don't play hust for reasons like this. I play cash. In a cash game if the software fails it's much less likely you lose a ton of money.

1. Weird to spell out "support at RPMPoker dot eu" and not just the normal support@rpmpoker.eu

That's normally reserved for weird subterfuge stuff when you don't want your email address to be located by google or something. I don't think you're hiding anything. But it just seems odd to write it out like that. Maybe it was copied from a telephone script or something?


2. Disappointing that you are passing the buck and/or blame onto Merge here. Either your site is worth playing on or it isn't. They either take care of their players or they don't. "Merge" failing to provide refunds is the same as RPM not doing so. Either way he has not seen his money...and the issue happened while he was playing on RPM. If that's how it works then one can't count on the skin OR the network to do the right thing....and they are completely interchangeable.

So in this situation, a player complaining about RPM really is the same as complaining about the network.

If RPM cares about their customers they should be stepping up to bat for them and speaking to the network themselves. Telling the player "you have to speak to the network" is kind of a let-down to me.

A better response would be something like, "PM or email me directly with your info and I will look into it. The network is handling the refunds on this but we are determined to make sure all of our players are taken care of."

Merge should refund tourneys that were affected by lag period.

This exactly on so many levels.

Step your game up Seth.

I'm under the impression that e-mail addresses on public forums get spammed more often than ones that aren't posted, so I try not to write it out fully when I make posts. If you look through my post history you'll see I do this quite often, and it's not for any "weird subterfuge," just doing my part to give the old spam filters a break. If I'm wrong about this, I'm wrong, but no need to make a mountain out of a molehill here as there are no ulterior motives behind it.

There's a difference between passing the buck and taking responsibility for what we can take responsibility for. I can't think of an instance where RPM Poker hasn't accepted responsibility for an issue when it was due. However, when it comes to refunds related to technical/software issues, the onus is fully on Merge Gaming to provide relief arising from these complaints. RPM Poker has no control over the client uptime and/or client coding. We, like you, expect Merge Gaming to fully recompense anybody who was affected by the software issues.

If anybody would like us to send an e-mail on their behalf regarding a refund, we will be happy to do so. Send us a PM or chat in live and we will be happy to help. In this instance, however, If you'd like to save a step, you can simply e-mail Merge Gaming support at the address above directly from your registered e-mail address with RPM Poker.

I understand that you don't control refunds, and maybe you are already doing so, but I would hope the skins are telling Merge they should refund players in MTTs that had lag even if they busted. The problems I have is when you are at a table for 40 minutes where you could not play a hand. When you are finally moved and lose for your last 2bbs shortly after. You shouldn't be punished for busting before they shutdown the tourney. I understand the standard policy they have in place but this is not a standard situation.

This wasn't just mtt, it was also sng. Also you can say it's merge's responsibility all you want, but as an affiliate skin, you represent the players on their behalf. It's good to know RPM doesn't represent their players at all and just passes off the responsibility to merge gaming. What is the point of using you as a skin then if you refuse to represent your players? As the affiliate, you should be representing your player's interests. The only response that has been given is email merge support at an RPM email. You still haven't answered my query regarding if there is someone else I can have my roomate talk to. If you don't want to give out a merge email publicly, I understand. You can PM me. I'm so glad I don't play on this awful network. From slow cashouts, to rushed software updates, and skins who don't represent their players you guys should be ashamed of yourselves. I have been very patient and polite, but this is absurd. Now I know why my roomate didn't want to post here. What a waste of time. I can assure you that I will never play on this network or your skin even if you leave the network, no matter how good you make the software or how much you speed up cashouts.

Really the correct response from the start would have been:

PM me his user name I will look into this for you.

We are sorry you feel this way. Unfortunately, we can't offer your roommate support through you. Your roommate would have to contact us or ask for help here on his own as it relates to his account, and we're always happy to help. That's why we're here.

Since there are (and we anticipated) quite a few refund requests, we felt it would be in everybody's best interests to take a direct line to Merge Gaming by sending in an e-mail to support, which I mentioned in my original post. We're more than happy to be a conduit for your refund requests if for whatever reason you decide you do not want to send an e-mail to Merge Gaming support, but for faster service in this case, a direct e-mail to Merge support is your best option.

I think that's a bit of a cop out, just like posting an RPM email and claiming it's a merge email is a cop out too. He doesn't have a screen name on here and I know it takes a little while for PMs to be enabled on user accounts. He has tried to contact you through live chat and email and got the same ridiculous response. I brought attention to it here because I was sure other people have had some of the same problems. Surprisingly enough: http://forumserver.twoplustwo.com/28...grade-1208408/ there is someone else with the same problem. It's not a problem with either side of the internet. It's a problem with the software. It seems to not have effected everybody the same. Many people have had problems with lag, others the lag was so bad that they could not play at all, and lost their buy ins. As there is no way to prove whether or not the internet was working on our end, it is very convenient to claim that it works on your end, and therefore, it is a problem on our end.

You don't have to give me personal information about his account. All you have to do is say give me his screen name and I can look into it. You can then email him back to the email that is registered to his account with any responses.