Hello twoplustwo,

I already wrote about this issue in the WPN disconnections thread, but there's so many issues there, that my issue is getting lost, so I'm making a thread about it.

I was playing Big10 $25K gntd $109 buyin tournament on 22nd July 2015 and everything was fine until the last two tables started about (about 23rd July 00:30 EDT(ACR TIME) then major disconnections and people getting sat out began. I had very healthy stack at that moment and I took a screenshot of my screen when I first noticed that we were getting lag, moves didn't happen in time, etc. I also sent them like 3-4 emails right away that its getting impossible to play and they should pause or cancel the tournament, I also tried to go to live chat, but it wouldn't open because it was so lagged. The tables were also frozen, so you wouldn't even see anything happen, sometimes when I tried to reopen the table I would see what was going on for few seconds and then again it froze.

Screenshot that I took when I noticed the lagging began:


Screenshot I took few minutes later, showing some lagging also, if you read the chatbox you can see that people got timed out, also you can see its so lagged that 1 player appears sitting out on two tables:


I had to cut out few things that are not related to the case but I can provide original picture in case its necessary.

So some people could actually still get to play and steal our blinds, and we could rarely play a hand which forced us into plays that we wouldn't do without this situation, and pretty much being able to play 1 hand in every 10 or more. At some point they finally paused the tournament, when many of us had lost a lot of stack, probably 30mins + after the lagging began, they canceled all the other tournaments, other than this and the 27.5 + 2.5$ 10k guarantee. Why not these? So they continued the play on these and the issues kept going on, plenty people being sat out etc. And as I understand they finally canceled the tournament at (about) 1:30 EDT, which is 1 hour after the issues began and there were about 10 players remaining at that time and they shared the money according to the disconnection policy aka everyone gets the minimum amount they are guaranteed and rest is split according to their stacks.

So my issue is that we should all be paid from the moment that the issues started as its only fair that we count the results that were achieved without any issues. I have calculated that my stack value at that moment(according to their cancellation policy was worth about $1500, right now I've received $439.2 from them, which is not fair, as they are trying to pay me from the point where the issues had been going on for 1 hour, not from the moment when the issues started.

I have had changed a lot of emails with them, but it seems like I'm hitting a wall every time trying to explain to them that why should I be paid from the standings of 1:30 AM EDT if the issues started 12:30 EDT? How is that fair that these people who could play more and could survive get more money and me, who couldn't play a lot get less money now? There are like 7 people in my shoes in this one tournament alone, but there are more people who probably got screwed like this in other tournaments also.

If its needed I can post all the conversation between me and ACR support.

I'd appreciate any help I can get..

The lag started for me when there were 20 left. As you can see I am disconnected in the first screenshot with 17 left. Lost around 15k chips from being disconnected. Got back and was able to play a few hands and busted.

http://forumserver.twoplustwo.com/sh...postcount=3661 a link from the other thread of a player who also suffered from this.

So I tried talking to someone from support in the chat feature about this tournament because I had same thing happen to me in the $109 on Wed when the server issues started and also missed out on the icm chop .....it was unreal the conversation I had, wish I had saved it.

First he tried telling me that I wasn't even in the tournament at that time still....which he figured out that he was looking at the wrong tournament or something.

Then he says that the issues couldn't have been on their end if some players were still able to play and some weren't......after I argue with him about it he eventually agrees that they WERE in fact experiencing issues that night but NOT in that tournament.

This is where he says "is there anything else I can help you with", obviously trying to end the conversation. I basically freak out because there were clearly issues with this tournament and I was definitely still way in it when it happened, think I was close to average stack before getting blinded off for 3+ orbits....

He says he'll talk to his supervisor....then comes back and says he reviewed the tournament and can't do anything because I was able to play the entire time and I even "cashed out". ???? I ask him wtf are you talking about i've never cashed out once and not sure what that has to do with the tournament....
He says "you went all in at the end of the tournament so you must have been connected"......siiiiiiiiigh . Apparently to these idiots 'cash out' and 'all in' are the same thing. Also it seems they think that because I was able to come back long enough to jam my 8bb in and bust, that I must have been connected the whole time??????? Such BS.

We more or less call each other liars a few times while he continues refusing to acknowledge the issues I experienced in that tournament or do anything else about it.

I've never been treated like this by support or any representative of any other poker site EVER!! I think I can handle the crappy software on Bovada or the extreme cash out rates of Merge rather than listening to WPN support spew ignorance every time there is a problem and they don't want to do anything about it....


Edit: For the record my sn is OneHighAceYo, I'm the player you have selected in the second screenshot. As much as I would never wish this on anyone, glad there are others who can verify that it indeed happened. Not sure i've ever been as pissed off as I am when getting called a liar by support....

I am keving and I was in the pic sitting out! As I had said b4 I was in 3 tourneys at the time all in the money and was sitting out of all of them , the best part of this is I went all in the first hand I saw decent and never even saw the flop turn or river. It just gave me some crazy message never seen b4 and thats it. usually when you cash it tells you exact number nope, once and a while you get to see what calls your to knock you out of a tourney for almost 6k! Also had aq in one tourney everyone but one other person was inactive utg goes all in with 67o and I called AQ he won and do you think he does this if we are all playing normal? WNG is very close to being the best but its closer to being the worst !

stop playing wpn imo... but you guys won't

Well I withdrew everything I had on the site and I won't play there unless we get our fair pay.

Now WPN Rep is active in the forum, lets see if we get answers.

Edit: He went off, pretty much doing same as their customer support, dodging us.

I was one of the players who was part of the 10 way chop. FWIW, I totally agree that the tournament should have been suspended when the lagging began and payouts should have been conducted at that moment. I was fortunate to play a couple lucky hands and maintain a chip stack till the final table. However I do think its absurd that anyone missed hands due to the lag and it certainly affected the outcome of the tournament. I dont know what can be done now to remedy the situation now except compensate the players affected prior to the chop in some form but as it continues I am certainly losing interest in playing on a site which has so many disconnection problems and fails to compensate players sufficiently.

Yes, you were screwed.

Perhaps this will help...

If you want the truth i dont really know how to respond.

CS as has been said arent equipped or have the knowledge about ICM etc.

As per our T&C's the tournament was paid out this way. No one likes connection issues trust me.

I can only say sorry. There isnt much we can do about our ISP doing emergency maintenance.

The problem we have is that we should receive payouts from the moment the disconnections started, we all know the time when it started, so why can't we have payouts from that time, according to tournament cancellation policy.

I understand your frustrations i really do. Normally we suspend the tournaments right away and avoid this issue.

The problem was however that it happened when myself or my team wasnt here and CS didnt suspend quick enough.

I cant however change anything and how it was paid out.

But the tournament was suspended like 30 minutes after the issue started but yet, they tried to continue with it after a little break and the tourney ran for a bit more, so someone definitely had chance to pause/end these. And also at that time rest tourneys were canceled but not the $109 $25K and $30 10K gntd.

And also after the tournaments were canceled, WPN should have taken stacks and info from logs, from the moment the lagging/issues began and then issued us payouts according to policy from that moment.

And I believe you should go back in time to adjust payouts from the moment when the issues began, or if you don't want to take money from the players that were still in when you finally canceled it, then it was a problem from your network, which means we, players shouldn't suffer from it.

Ok i wasnt here so i couldnt make a judgement call. The messages i have got was that CS supervisor at the time made the judgement call and clearly it was wrong.

I will tell you honestly we wont be going back and changing anything. It was a poor decision from them and they are only human.

I can only apologise.

Well as you have answered here, it was a poor decision, and why do us, players have to suffer from poor decision from WPN? In case you are not going to change the payouts now, I feel us, the players who lost money due to it should be paid out of WPN pocket as we have done all we could, it was WPN problem, poor decision by WPN worker, therefor WPN is responsible and should pay to us, not tell us that we won't get paid anything because their staff made poor decision and wrong decision.

Well thanks for at least apologizing. It is sucky for both sides. Hope doesn't happen next Sunday. I this all from DDOS attacks? if so its just really sucky and hope they stop.

As my previous post said, I can't accept apology, I am out over $1K(about $1060) and like WPN rep said himself, it was wrong decision, so why would I lose $1Kish? If its WPN workers mistake, then the company must pay for it, not the customer.

It sounds like we must accept apology. We cant press charges or do anything like that cause its offshore and there terms of service we accepted to. Its wrong yes but idk what else I can do. Just have to move on.

Well, As I understand they currently hold Kahnawake gaming licence.. The next step for me would be to contact them, and twitch streamers who promote them, such as gripsed, unless I get what I deserve.

edit: seems like they might not hold kahnawake gaming licence anymore..

It wasnt DDOS. Emergency ISP maintenance.

So can you explain what are we, the players guilty of? Are we guilty that we played on WPN and for that reason we can't have the money we deserve? And the reply we get is, yes it was our fault, and wrong decision by us, but you won't get anything?

I can't help agree with this 100%, how is it that you can't reimburse the players who suffered from a mistake on your end? You say you weren't around to make what we are meant to assume would be the correct decision...which would have been to pause immediately and run the icm numbers like you ended up doing 1hr too late...but that's all just words unless you make at least SOME effort to reimburse the players who were victimized during your lapse in judgment rather than trying to avoid the situation and act like it's out of your hands.

I would also like to know how you respond to allegations of your support being some of the worst human beings on the planet? Not sure if you saw my post in this thread but I had a conversation earlier today about this very incident with one of the individuals on the live chat feature that was unpleasant to say the least. He kept saying that he reviewed the tournament and that I had connectivity the entire time and that there wasn't anything wrong with the tournament despite me arguing with him over it and even shipping him the link to the thread with everyone else talking about how they were experiencing the same issues in the same tournament....he just kept saying, no sir and kept correcting me saying that i was connected the entire time and that there weren't any issues.... basically calling me a liar despite the clear evidence in my favor. I've never been treated so poorly by a frickin telemarketer let alone customer support from a poker site.....

I can't believe what I've just read from the WPN rep. here?!?! I will certainly be cashing out my balance...

Yeah everyone who plays at WPN must definitely read this.