Last night we experienced a failure on our internal geolocation service which impacted all active players on our network, the failure resulted in the player locations not being verified. As a regulated provider in NJ, we had to adhere to the regulations and not permit wagering while a player’s location could not be verified. The technical support team worked tirelessly to identify the root cause and the issue was final resolved late in the evening.

Upon confirmation of the failure, we immediately began to proactively pause the events in order to prevent further adverse effects to players stacks. As we worked through isolating the issue at hand, the tournaments pause times were extended to guarantee the position for resuming the tournament . After a further extended period of time we had to make the decision to cancel all tournaments, as players had already been in limbo for well over an hour. It was in the best interest of the players to cancel due to the length of time and negative impact on affected player stacks.

At this time we will be settling the affected tournaments per our cancellation policy. This will award the full guaranteed prize money to the remaining players in the events. Players still in the tournament will be refunded the amount that would have been awarded to the next player to be eliminated from the tournament. 50% of the remaining prize pool will be distributed equally between the remaining players, and 50% will be distributed on a percentage basis according to each player's chip count. The remaining players will also be refunded their entry fee.

We sincerely apologize for issue face during GSSS V and we greatly appreciate the patience and understanding shown by our players.

I just received a refund, however, the refund only accounts for my chip stack after the tournament had been paused, not from the time that the problem occurred. By the time they paused the tournament I had been basically blinded out. I want a refund based on my chip stack at the time the problem occurred, approximately 30 minutes before they paused the tournament. This is totally unacceptable. What about players who were completely blinded out from the time the problem occurred until they paused the tournament? Players who were unaffected who 5x their stacks??? This needs to be addressed asap.

THIS ^

I understand your gripe. If you feel you lost a significant amount of chips that would have lowered your payout please contact customer support and make them aware. Raising the issue directly with CS is the best route.

but this is part of the problem!!!!!

I already contacted customer support about this and did not receive an e-mail back. I was streaming on Twitch at the time and have proof that my stack was bigger than what you paid out. If my stack was wrong, I imagine everyones was.

I contacted support and sent screenshots from phone and poker tracker because I had blinded out of the 1k before the tournament was stopped and received no refund. About 24 hours later i got a refund for my buy-in.

I apologize on behalf of CS for the lack of communication. I can assure you we are working on making the appropriate adjustments for all of you. If you could PM me your usernames I can look into the progress and get it expedited if it has not been done yet.