My name is Robert Paquette & thought this should be brought to proper peoples attention seeing as how this has been completely out of line and it’s obvious Ultimate Poker dosn’t want to do anything about their faulty software. If you read the emails (bottom to top & spoke with a rep on the phone first that’s why I received the first email with the dealer chat box....) Please take the time and read this because this has happened multiple times and I want everyone to know whats going on in the online gaming world. It’s easy for Ultimate to take advantage when they already have a monopoly in NV
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Look Dan you can call it “Graphical Error” All you want but the fact of the matter is its your graphical error and lag from your server it has nothing to do on my end I’m a computer techy. believe me when I tell you “Graphical Error” really means Idk what to tell you and sorry for wasting your $50 a letter to go with it. I have a f
Let me make another thing clear: we categorize technical errors into two categories. One category is a server malfunction, which results in multiple users suffering from the same problem at the same time -- for example, a tournament suddenly disappears to all the players currently in it, in this scenario the problem is 100% at our end, and we use logs to reimburse users automatically.
^
“This happens all the time, I bet I can log on right now and look up all the tournaments your randomly canceled and refunded a week later.
& yes I have been having problems only during crucial situations, ALL in cash games and instead of calling like it should I get kicked all money in pot gone tournament gone (if playing one or chips diminished)
like Wednesday I was playing two cash games and two one table S&G’s and got kicked off “guess what when I was about to go all in with 300 left) by the time I was able to get verified with my “hardwired connection” both my cash games where GONE both my tournaments where knocked out and I didn’t even write and complain about that so.... I’ll tell you what I’ll do because you keep calling it a “graphical error” I’m going to take that as you admitting faulty software & because it seems as though you do not want to help me out I’m going to forward everything to the right hands.
“The appearance that your bet had gone through and that your hand was live was a graphical error. Our software is reliant on constantly receiving information from the server. If it suddenly stops receiving this information, the software will act peculiarly including graphical malfunctions. That is all that happened.”
- that’s is one of the WORST rulings I have ever heard you are admitting fault it’s not just a graphical error either your servers are terrible I hear players telling me odd stories all the time & I used to say “no their an upstanding company” No seeing as how your graphical error cost me who knows I could have taken first and won $1300 and now I’m stuck with my $50 and a “Graphical Error” message. Whoah...
When I say "the problem resolved itself", I mean to say that the pair of fours disappeared from your screen, you were dealt cards, and could play normally. If I understand your response, this did happen after the break and you did not take any action other than waiting. Correct?
- ^ NO I COULD NOT PLAY NORMALLY CAUSE YOU GUYS DID ME WRONG OUT OF A 20k POT IN A TOURNEY WORTH $1300 for first and if I remember correctly 500/100 blinds with a 100 ante. So what is NORMAL to you guys?
The other category is a software malfunction, which is when you, and only you, suffer an error at that particular time. In this situation, the cause of the issue is unclear as it could be solely a problem with your computer (say, your cat chewed through your power cable) or it could be a combination between our software/your server. In this scenario we have a policy of being rather generous even in situations where the player is at fault but not intentionally. Nevertheless, we must review all of these incidents on a case by case basis not just to determine appropriate compensation but also so that our software department has the information they need to investigate further if need be.
- “Now let me be clear my cat didn’t chew through anything want to know how I know, cause I don’t have one and if my computers at fault smart one why did my other tables work perfectly fine my Pandora music continued to play with out lag during the same time. & you should have a generous policy cause this isn’t right.”
Have you had any other similar incidents in the past week? Perhaps not necessarily that your hand froze on your screen or that one table malfunctioned and another did not, but any incident in which the software seemed to malfunction.
- Yes all the time your servers are flat out terrible and whoever re wrote the programing screwed it up... you guys are crazy. Explain this if ^^^^^ it’s my cat’s fault that doesn’t exist chewed my cord or even my computers fault why am I able to create music, you know produce entire albums connect instruments into this same computer... Produce Dj & Mix and Master on it with NO PROBLEM OR LAG on it that uses up 10x more memory than this program.
I will be patiently waiting for a response if one is not made by 12:00 noon with something other than a “Graphical Error” which if you admitting fault and then saying quote “it’s going to happen” like it’s not a big deal & your not messing with $$ here is a joke. I’m going to finish my gaming report, my 2+2 blog email card player with a forward to stations casino and let him know what kind of lame responses I’ve been getting. ANY FLOOR BOSS KNOWS BETTER IN A REAL POKER ROOM
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Dan Dan (Player Care)
Jun 14 06:26 (PDT)
Robert,
I know you are frustrated. Perhaps I was unclear in my response but I am fully aware of the situation and I understand your followup email.
In my previous message I included the hand history to demonstrate that regardless of what appeared on your screen, your bet did not go through and your chips were not put into the pot or forfeited. I understand that since the board revealed you would have hit a set and won a lot of chips this may not come as a relief, but considering your action was preflop, the boardcards could have easily gone the other way and this error would have saved you from busting.
Let me make another thing clear: we categorize technical errors into two categories. One category is a server malfunction, which results in multiple users suffering from the same problem at the same time -- for example, a tournament suddenly disappears to all the players currently in it, in this scenario the problem is 100% at our end, and we use logs to reimburse users automatically.
The other category is a software malfunction, which is when you, and only you, suffer an error at that particular time. In this situation, the cause of the issue is unclear as it could be solely a problem with your computer (say, your cat chewed through your power cable) or it could be a combination between our software/your server. In this scenario we have a policy of being rather generous even in situations where the player is at fault but not intentionally. Nevertheless, we must review all of these incidents on a case by case basis not just to determine appropriate compensation but also so that our software department has the information they need to investigate further if need be.
The appearance that your bet had gone through and that your hand was live was a graphical error. Our software is reliant on constantly receiving information from the server. If it suddenly stops receiving this information, the software will act peculiarly including graphical malfunctions. That is all that happened.
Software errors are unavoidable. We put an emphasis on stability and reliability and work hard to avoid incidents like this, but they will always happen from time to time and the best we can do is stand by our product, work to find a resolution, and try to improve. Again, I know the situation is frustrating, but I do not think it is necessary to allege that we are guilty of dishonesty or misconduct, or make threats. I have not closed this case. I have not said nor do I believe that you are lying or at fault. I would appreciate it if you would try to cooperate with me so we can work towards a resolution.
When I say "the problem resolved itself", I mean to say that the pair of fours disappeared from your screen, you were dealt cards, and could play normally. If I understand your response, this did happen after the break and you did not take any action other than waiting. Correct?
Have you had any other similar incidents in the past week? Perhaps not necessarily that your hand froze on your screen or that one table malfunctioned and another did not, but any incident in which the software seemed to malfunction.
Thanks Robert, I look forward to hearing back from you.
Dan L.
Player Care Ace
Ultimate Poker
Robert Paquette jr Robert Paquette jr
Jun 14 01:27 (PDT)
Look I already explained all of this to the man on the phone how do you not have the proper information!?
My screen name is “Keebler” on Ultimate Poker. I was playing in the $1000k nightly tournament and flopped a set of 4’s with just over 9000 left in my stack & three way action. I was playing 3 tables at the same time when I flopped my set of fours I raised all-in immediately just over 9k in chips I hit the raise button 6 times & all of a sudden “this one table table #37262 hand #4165062" played out through “Your servers” & lagged out ONLY on this one table on this ONE HAND that was a MUST TO PLAY and at the very moment and ONLY ON MY HAND at table #37262 . The other two tables I was playing on were completely live and my bets would go through immediately with no problem no lag nothing out of the ordinary!! The only tournament table & hand that counted at the moment oh idk the difference between $50-$1300 so I raised all in right away and when I did that it just sat there like nothing happened, the raise never went through even though I clicked all in 6 times and watched my tournament do nothing and after the break vanish..
“the issue resolved itself after the break. (If you mean I busted then your out of line and that’s very disrespectful)
Did you restart the UP software and log in again or did you just wait? (No I left it alone until it was done doing me wrong)
Also, are you connected through a wireless router or an Ethernet cable?” (I’m hardwired through a 50MB Ethernet cable because it’s too hard sometimes to verify wirelessly with Ultimate)
Dan L.
My other two tables were operating perfectly so I know for a fact the problem is not on my end I run a 50MB internet connection and I was hardwired in (not wireless) so there is NO LAG on my end... That was straight up cheating whether it was intentional or not, you guys cheated me out of a 20k+ pot and ruined my entire tournament. This is like the 10th + time this has happened to me but never this extreme. Always kicking me off during important situations in tournaments or cash games and it’s like throwing money down the drain.... This time though I’m very upset, I have spent a lot of money with stations through out the years and I am so upset about it as a Poker Player “I will” take the proper steps to contact Gaming & anyone else I know if I have to. I go to the Tournament Directors Association Meetings. Ultimate Poker may not but Station Casinos does so I know this would never fly. So I KNOW I “was not” given the opportunity (on more than one occasion, but this one I’m highlighting) to play my hand or even the opportunity to fold or raise or do anything but it kept my $$ on the board and continued the complete action around the table (3 handed) I thought I was in it, still shows my cards face up (Pictures Attached) still shows my bet, goes to show down and ships the pot to the guy on my left with AJ. After the hand was over our tournament goes on break it still shows my hand 44 face up on the board & I still saw all the action behind me while the play was going on not after the fact not read it “I watched it” not once did it ever say I timed out and as matter of fact 2 minutes into the break it shows my 44 still face up on the board and my 9k+ bet that should have gone through! I would have been at bear min 5th in chip learder... How am I supposed to trust your site this is over and over now when it matters & I’m starting to get the feeling I don’t.... How do I know I wasn’t a victim of hacking or cheating especially after your response? This is the most bazar thing and worst thing I have EVER seen in the Poker Community and from a company that’s supposed to bring internet Gaming back LEGALLY & UPSTANDING and MADE ME GIVE MY PERSONAL INFO & PHONE up and because of Gaming and your software and servers. My other two tables were running as fast a lighting but nope not the 1k gurantee, not my one hand that counted not the one that had my life line on it as far as the tournament goes. What kind of business are you running!? Not only did you ship the pot to the guy that got me off the hand (with out knowing) because my set of fours and everything on this one table ONLY lagged yet somehow “I was still able to watch all the action behind me and again NOT ONCE did it say I Timed Out. It was so bad it showed my all in raise kept my 44 face up on the screen 2.5 minutes into the break (Pictures in Attachment) while it shipped the winner the pot (it should have gone to me) not only that, get this it still had my all in raise on the screen during the break? Not only did it show my hand “Face Up” but it showed the guy that lost the hand “face down” and the winner “had no hand in front of him? Nothing. This is absolutely ridiculous and flat out cheating (whether intended or not it doesn’t matter). “I was not given a proper opportunity to make any move, play, choice, nor was I able to do anything on this one table only”. I did cash but, THIS IS NOT FAIR OR PROPER GAMING!! Look into it a little farther than the dealer box please.
Robert
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Robert Paquette Robert Paquette
Jun 14 01:25 (PDT)
Look I already explained all of this to the man on the phone how do you not have the proper information!?
My screen name is “Keebler” on Ultimate Poker. I was playing in the $1000k nightly tournament and flopped a set of 4’s with just over 9000 left in my stack & three way action. I was playing 3 tables at the same time when I flopped my set of fours I raised all-in immediately just over 9k in chips I hit the raise button 6 times & all of a sudden “this one table table #37262 hand #4165062" played out through “Your servers” & lagged out ONLY on this one table on this ONE HAND that was a MUST TO PLAY and at the very moment and ONLY ON MY HAND at table #37262 . The other two tables I was playing on were completely live and my bets would go through immediately with no problem no lag nothing out of the ordinary!! The only tournament table & hand that counted at the moment oh idk the difference between $50-$1300 so I raised all in right away and when I did that it just sat there like nothing happened, the raise never went through even though I clicked all in 6 times and watched my tournament do nothing and after the break vanish..
“the issue resolved itself after the break. (If you mean I busted then your out of line and that’s very disrespectful)
Did you restart the UP software and log in again or did you just wait? (No I left it alone until it was done doing me wrong)
Also, are you connected through a wireless router or an Ethernet cable?” (I’m hardwired through a 50MB Ethernet cable because it’s too hard sometimes to verify wirelessly with Ultimate)
Dan L.
My other two tables were operating perfectly so I know for a fact the problem is not on my end I run a 50MB internet connection and I was hardwired in (not wireless) so there is NO LAG on my end... That was straight up cheating whether it was intentional or not, you guys cheated me out of a 20k+ pot and ruined my entire tournament. This is like the 10th + time this has happened to me but never this extreme. Always kicking me off during important situations in tournaments or cash games and it’s like throwing money down the drain.... This time though I’m very upset, I have spent a lot of money with stations through out the years and I am so upset about it as a Poker Player “I will” take the proper steps to contact Gaming & anyone else I know if I have to. I go to the Tournament Directors Association Meetings. Ultimate Poker may not but Station Casinos does so I know this would never fly. So I KNOW I “was not” given the opportunity (on more than one occasion, but this one I’m highlighting) to play my hand or even the opportunity to fold or raise or do anything but it kept my $$ on the board and continued the complete action around the table (3 handed) I thought I was in it, still shows my cards face up (Pictures Attached) still shows my bet, goes to show down and ships the pot to the guy on my left with AJ. After the hand was over our tournament goes on break it still shows my hand 44 face up on the board & I still saw all the action behind me while the play was going on not after the fact not read it “I watched it” not once did it ever say I timed out and as matter of fact 2 minutes into the break it shows my 44 still face up on the board and my 9k+ bet that should have gone through! I would have been at bear min 5th in chip learder... How am I supposed to trust your site this is over and over now when it matters & I’m starting to get the feeling I don’t.... How do I know I wasn’t a victim of hacking or cheating especially after your response? This is the most bazar thing and worst thing I have EVER seen in the Poker Community and from a company that’s supposed to bring internet Gaming back LEGALLY & UPSTANDING and MADE ME GIVE MY PERSONAL INFO & PHONE up and because of Gaming and your software and servers. My other two tables were running as fast a lighting but nope not the 1k gurantee, not my one hand that counted not the one that had my life line on it as far as the tournament goes. What kind of business are you running!? Not only did you ship the pot to the guy that got me off the hand (with out knowing) because my set of fours and everything on this one table ONLY lagged yet somehow “I was still able to watch all the action behind me and again NOT ONCE did it say I Timed Out. It was so bad it showed my all in raise kept my 44 face up on the screen 2.5 minutes into the break (Pictures in Attachment) while it shipped the winner the pot (it should have gone to me) not only that, get this it still had my all in raise on the screen during the break? Not only did it show my hand “Face Up” but it showed the guy that lost the hand “face down” and the winner “had no hand in front of him? Nothing. This is absolutely ridiculous and flat out cheating (whether intended or not it doesn’t matter). “I was not given a proper opportunity to make any move, play, choice, nor was I able to do anything on this one table only”. I did cash but, THIS IS NOT FAIR OR PROPER GAMING!! Look into it a little farther than the dealer box please.
Robert
Dan Dan (Player Care)
Jun 14 00:47 (PDT)
Hi Robert,
I was notified by someone in phone support that you suffered an error during the 1K Nightly.
Even though the table displayed your bet as having processed, I suspect this was a graphics glitch as your bet never went through. Here is the hand history:
Hand #4165062, Hold'em, 9 players
Tinman15 posts ante (100)
indygold posts ante (100)
vegas4me posts ante (100)
Ca11MeMaybe posts ante (100)
TurnEmLoose posts ante (100)
Keebler posts ante (100)
$Cash4Daddy$ posts ante (100)
lvkid7 posts ante (100)
indygold posts small blind (500)
vegas4me posts big blind (1000)
vegas4me is dealt down
Ca11MeMaybe is dealt down
TurnEmLoose is dealt down
Keebler is dealt down [4d 4h]
$Cash4Daddy$ is dealt down
lvkid7 is dealt down
Tinman15 is dealt down
indygold is dealt down
Ca11MeMaybe folds
TurnEmLoose raises to (2000)
Keebler times out and folds
$Cash4Daddy$ folds
lvkid7 raises to (5478) and is all-in
Tinman15 folds
indygold folds
vegas4me folds
TurnEmLoose calls (5478)
TurnEmLoose is refunded (0)
TurnEmLoose shows [Js Ad]
lvkid7 shows [Ac Ks]
flop: [Qd 2s 4s]
turn: [9h]
river: [7h]
TurnEmLoose shows [Js Ad]
lvkid7 shows [Ac Ks]
lvkid7 wins (13256)
The issue you described is something we are looking into but have yet to determine what precisely causes this. If I'm understanding correctly, the issue resolved itself after the break. Did you restart the UP software and log in again or did you just wait? Also, are you connected through a wireless router or an ethernet cable?
Dan L.
Player Care Ace
Ultimate Poker
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