Hi,
This is my first post so I hope I am putting it in the right section. I felt compelled to join to warn people about what happened to me yesterday playing the M level SCOOP 13 event which was a 3 handed Zoom tournament.
We were over 90% of the way through a 7000+ field and I had double the average stack. My table was 'Waiting for players'. After a few minutes I suspected something was wrong as it seemed like I was waiting longer than normal.
I contacted support straight away asking for urgent assistance to see if there was something wrong and let them know I hadn't been dealt a hand in 5 minutes. I had just over 151,000 in chips.
I kept trying to 'take my seat' and click on the table and nothing happened. I noticed the average stack had increased by 20,000 chips since I last had a hand and realised there was definitly something wrong. I repeatedly tried to contact support to figure out why I had stopped being dealt in.
Finally, after almost an hour I received a response. Unfortunately it said that my refund request could not be processed! I immediately responded that I was not requesting a refund but help getting dealt back into the tournament.
Long story short, I continued to request help multiple times. I ended up getting an email that I had finished the tournament(!?) and did not receive any help or explanation about how I had been knocked out or why I stoppped receiving cards. As far as I could tell, my connection was fine and I can only assume that there was a software glitch or connection problem on Stars end.
I watched the tournament continue to progress whilst I sat on a table 'Waiting for Players' and apparently knocked out. After the tournament I continued to try and get a response about what had happened and how I could be compensated for the fact that I just stopped getting cards!
This was the very inadequate resolution offered - with no explanation as to what happened or why:
Hello Katie,
Thank you for reaching out on this.
We are sorry to hear you were affected by this issue.
In regards to your refund request, after a careful review of your recent playing history we determined that you were affected in the following event:
#1871888987
We have issued a credit of $34.69 to your account for the tournaments that were adversely affected.
Let us know if there is anything else we can help you with.
Regards,
Ricardo
Stars Support
I entered the tournament twice so this 'refund' was about 1/3 of my buy in.
I am not a professional player, just a girl who likes to play poker. I'm sure others can appreciate that is hard/rare to get so deep in a tournament with double the average stack and I can't believe something like this could happen. I am even more shocked by the lack of support provided both whilst the tournament was sill playing and afterwards.
Very disappointed with PokerStars