Quote:
Originally Posted by Michael Buble
I have received nothing, while I busted in 2 tourneys during that time, and lost chips in 3. Please note that it was sort of possible to log in, but the client wasn't usable and tables of tourneys wouldn't pop up. So being logged-in or not is a bad measure for fair compensation, sitting out or not would have been the right one. I requested the HH of these tourneys and I was sitting out during the whole time (as were 90% of the players at my tables).
I've contacted support many times but they outright ignored my questions exept for a nonsensical standard answer to my 1st email, no holding response whatsoever. Can you please confirm support policy has changed and they will now answer questions regarding this issue?
This relates to what I said above regarding players getting a holding response until we complete the manual credits. I had a discussion with Support today and they're going to look for ways to make this process less painful for players. I'm glad you got a response and got sorted in the end.
Quote:
Originally Posted by Michael Buble
Well, I've found out what the issue with support is.
Replied to a previous unanswered e-mail regarding the issue: again no answer.
Then tried an email from scratch with new subject: answer within minutes.
Shouldn't be like that, but seems no ill will from Stars to ignore emails.
I appreciate you posting about your experience - it has been helpful.
Quote:
Originally Posted by sunshinebound
How is it "natural play" when you are paused for over an hour with 0 communication from stars and are mentally prepared for a 5 way chop at your FT. Then you briefly restart play and I am coolered to finish 5th, only to see a chip chop done no later than 2 hands after I bust. Maybe I could understand if the mtt was paused for only 5 mins and then restarted, and then it was paused again due to another server issue. But the only reason the mtts were ever restarted was because of an error by Stars. They should have been cancelled right away.
Also what if you were at a table with so many players sitting out and you are forced to play short handed or heads up during this restart period. If you bust is that natural play?? Real natural play never would have created this shorthanded situation.
The zero communication was my fault. I was the second person woken up to deal with the issues and by the time I logged on, things were moving pretty quickly toward restoration of service. As a result of this, we're discussing ways to improve the way we communicate during site issues.
As far as natural play, I mean players who busted or lost chips as a result of the decisions they made will not be compensated. If your table had five players sitting out, you were at an overwhelming advantage to get a larger roll forward credit.
Quote:
Originally Posted by Marecki
has anybody noticed (i'm pretty sure you have) that the rake for standard ko tourneys has risen?
for example, mini sat KO was 16.37+15+1.63, now it's 15+15+3
ridiculous
Yes, this was pointed out when the Total KO was changed to a normal KO. This format used to have a rake discount that was a legacy of when it was first introduced. They are now raked in the same way as all other MTTs.
Quote:
Originally Posted by Roc_Xel
Same.
The fact is, Luke has admitted on here that the tournies resumed "unexpectedly", as was the word used, only to be rolled over 20 min later again.
We are sick of paying for PS errors. They had huge problems, so be it. But they even manage to screw the manual pausing of the tournies, meaning some of them resumed. It's not at all "natural play" when you got only 4 players playing out of 9 on the table, and that you get coolered and then 1 hand after in my case, the tournies stop again.
Can't believe this ****e, they make a mistake, not once but twice, they assume for those and pay back players who lost funds in tournies which they should not have resumed in the first place. Its becoming farcical, "natural play" has nothing to do with it. All tournies have to be treated the same, period.
Also, it was impossible to know that it was a mistake that they started again, since there was 0, litteraly 0 communication during all that period. Nothing, none. If it was known that it was a mistake of course you play completely differently.
They can't resume, without willing to do so, some tournies, then you bust because of numerous circumstances, including the fact that half of the players are sitting out and that you play more aggro, then you get coolered and get nothing whereas if they had not made the mistake of starting those again we would have had our compensation back and fair.
It's pathetic.
I am also waiting for a response for 9 days now, they now said they forwarded my mail to the "relevant" service yesterday but nothing, nothing yet.
Sick of it.
I apologize that you're frustrated, but i stand by the statement that players who were connected and playing were at an inherent advantage.
With that said, I appreciate the feedback, and can assure you that we’re working with our developers to find ways to improve the way we handle “disaster” scenarios. The feedback you’ve all provided has been helpful.
Quote:
Originally Posted by Uhrenknecht
My mind is 2/10 here, but If I get send 100$ to play a 215$ MTT, how on earth should it be a problem to withdraw
It isn't - you've satisfied the play through requirement. If you get sent $100, you must wager $100 before being able to withdraw.
Quote:
Originally Posted by LostOstrich
I'm a pretty big Stars hater these days but I must say the handling of the disconnection refunds and the formalising of the playthrough before cashing out requirements are both better than expected.
I think all tournies that have been paused for over an hour ought to be cancelled and settled according to stacks at the time of the initial outage (as opposed to the time of the pausing), but the ruling offered here is better than recent examples (the time of eventual cancellation) and I particularly like the idea of recreationals not being required to email in an equity refund request. So overall pretty positive imo.
Thanks for this. I've spent a lot of time trying to improve this process and while I understand it is extremely frustrating for players to deal with, it is continually getting better for the average affected player.
Quote:
Originally Posted by Whitew1d0w
The thing is I'm wondering wether, if a rec sat out for 10 hands, he will get his adjusted refund without sending an e-mail. It took me 4 e-mails over 10 days to get my $ (actually blinded out in the restart period), and most people are like oh hey some extra $ on my account it's all good while your refund is probably not adjusted.
That said once I sent my last e-mail they fixed it pretty quick. Just seems so 'lucky' that right after I sent the e-mail Stars 'finished calculations of tourney xx'.
Oh and I believe they actually did it from the moment of the outage (prolly the same moment as the freezing), nobody was sitting out or disconnect in the last hand before the freezing (I know cuz i lost pretty much my whole stack the hand before the freeze so have seen the hh), and I got my refund based on that stack.
They already did - further emails are required only if you feel the compensation you received is inadequate. Based on the way we did the credits, some edge cases have popped up which require a follow up email. As far as "sitting out" versus "logged in", I don't entirely disagree. In order to compensate for the scenario you mentioned (nobody sitting out at the time of the crash), we checked to see who was logged in three minutes after tournaments resumed instead of at the exact time hands were dealt.
Lastly, can you send me the email that said "finished calculations of tourney xx", via PM? Once again, a way to help improve the process during such scenarios...
Quote:
Originally Posted by Adjusted
Something that has to happen pretty damned quick is they need to make an announcement across all tables within a maximum of 5 minutes to let customers know:
1. What is happening
2. What to expect
To have people wait over an hour with no information is completely unacceptable.
I agree and I accept responsibility for the lack of communication, but the sequence of events doesn’t usually result in myself or any other poker room staff getting called within five minutes, so the solution here likely needs to be automated. This relates well to another discussion I’m having with developers, so I’ll bring it up with them.
Quote:
Originally Posted by MEATBALLS ALLIN
A few years back server restarts were once in a blue moon, now we have a few a month, so that doesn't really wash.
This is not true. I've been managing the server restarts on the poker operations side for over two years. We have 10-12 scheduled server restarts each year. Today was the fifth this year.