Want to say Thank you to Keith for bringing my complaint forward to Support first off. Nothing against you only the site.

On June 4th, the servers crashed, all the MTT's got cancelled (Sunday Million was chopped :O) and the HUSNG's were frozen, I realize things can happen and this has happened more than once, each time I was refunded and the tournament was cancelled afterwards.

This time was however different, I was playing a $60HUSNG while sitting 2 lobbies when the servers crashed/froze?, I was ending my session and had to go to my moms for dinner. (Sick Brag) when the whole site was frozen (Or a majority) anyways, I was expecting the tournament to be cancelled
and refunded, ICM or full amount (No big deal we were nearly even in chips and the blinds were 10/20) I tried to unregister the two other tournaments I was in with no luck, when I clicked unregister I just saw this.



I asked some others to just sit me and I'd pay their rake afterwards since I had to leave so I wasn't completely worried, but I decided to wait, when the site came back online I was dealt a hand? WTF?
Expecting the blinds to just resume @ 10/20 I ended up folding J/8o so I could unregister from 160EUR worth of games before the issue started again.

When I unregged the 2 SNG's I realized the blinds were actually now 75/150 and I had just got royally screwed.

Who the hell open folds J8o with 7bb? Seems Legit... I realize I should of prob paid more attention and slightly my fault for folding here. I'm not sure what is going on with the Timestamps in this..




I had e-mailed stars while the disconnect were going on and afterwards about the situation with some automated reply, I had then asked in the "Is Pokerstars down / lagging?" Thread and got a reply from a Keith (Thanks for trying) and said he will look into and to wait. I said yah no big deal but that was now 8 days ago
which I found unacceptable and decided to post this.

The thing is, the tournaments AFTER mine finished which loaded got a complete refund and were paused from the start of the match. WTF?


Now I'm not sure why this is taking so long maybe it's because I've lost Supernova this year and am only GoldStar now but 8+ days, really?
If you do not want to refund me for your server mistake I realize More rake is better so players should pay and start at 7BB's but please acknowledge it.

That sucks. It's sad when Keith comes here and will pass the ball out of bounds to a colleague. It really shows the reps that do post here are just spinning the Wheel. I hope ou get your refunds. I bet you've raked Pokerstars tens and tens of thousands of dollars and paid many mangers wages over again and this is the thanks you get. Goes to show the risk of playing here now and if they can't get this right how are they component enough to catch sophisticated cheats and bots.

I remember the days you'd email stars and get a refund within the hour, most times sooner with an explanation template something to the effect of "since you're a valued player". Its so frustrating watching the branding of players like Jaime Staples and Kevin Hart as the key to revitalizing Poker and the key to the Poker boom. There was a difference back than before the boom Pokerstars. Your software and support was freaking awesome. You could support a boom. Now you're sadly a joke and one I don't trust my money on because you don't have your players backs. This man deserves a refund, not a public pr statement and blind pass to a colleague across the country with no clue what he/she is doing

I had now very quickly received an e-mail with Pokerstars (After I had told them I created this thread.)

And I realized I had given Keith the wrong Tourny ID however in my personal e-mail to them I had given the proper ID (Ending in 172)

I had given Keith the ID (Ending in 354)

I have now double checked my e-mails to pokerstars and had once writen the right tourny ID and once written the wrong ID, they responded to the ID I was able to unregister from.

I Guess i wasn't able to unregister while the game was resumed..

I had sent Keith the wrong tourny ID to investigate (I had sent the right one in the first place for Pokerstars to investigate 8 days ago)

I guess my own e-mail slightly confused me as I was in a bit of a rush to leave..




Progress however with Pokerstars now e-mailing me back..

Your probably going to get someone fired when they have to issue you your big refund. The shareholders will be livid.

The issue has been resolved I had a refund given on June 8th but was unaware because I did not receive an e-mail about the fund.


#locked