i just got to a final table ffs!

false alarm... it seems fine now, but it was behaving the same as yesterday for a few minutes, had to reopen my mtts

this, but the rules on their site says refund buy in unless its ITM, witch i was disgusted with reading, potentially people could play for 10hrs+ and just get their buy in back

It was down in late reg.. Before you start going crazy.. If you were one of the players that couldnt connect dont you think its fair that everyone gets their buy in back?
We dont have 10 hr lr so no its impossible to be playing a tournament that long and only get your buyins back

I've been through this many times before on your site (and every time it's painful), so I know your T&C. When the thing about "technical issues" popped up, I looked at the tournament lobby right away to see if it was still in late reg. I am absolutely positive the registration was closed by then.

No way it can be fair to rob me of my big stack because of yet another crash on your site. If you want to refund lagging players (or even the ones who busted before the lag), fine with me. But I totally deserve my fair share based on my stack at the moment of crash.

Please Winning_TD, abide by your own T&C and make it right. I've been through so much at ACR over the years (and btw paid so many thousands of rake $$), but this is way over the top, just can't be happening...

I was one of the last to disconnect and i got kicked out due to a pop up message from the staff and then my client just closed. The tournament was not in late registration, but well past it. If that is the rule then i was scammed, because i was linked to a different rule by your live chat that stated you have to be in the money for a chop to occur otherwise everyone is always refunded the buy in only, and a lot of tourneys could easily take that long before the money is reached.

It is fair that the people who we're disconnected receive their buy in back but most of my table was not afk, also there is always afks in the streak because you hand out a billion satellite tickets for it everyday and people are just bad with times or have other obligations, but we were battling legit and i actually knocked out a few non afk players in the process, its not fair that the money i earned from them is stolen from me. What should of happened is split the price pool with the rest of the players remaining, and give tickets to the ones who dced earlier from you'r own pocket, for being so slow to react, and just take one on the chin to ensure players don't quit this playing on your site forever? instead of making short term decisions that piss a lot of people off.

I don't really care what rules you have, or what the circumstances are a stack that is worth 1300$ just cannot be refunded with 265$ and if you have rules where this could occur they are just simply wrong and need to be changed. Even you'r live chat person agreed my stack was worth this amount, he did the math for me as seen in the chat log below.

17:23Hector J.:
Or your theory states that you had more than $1325 worth on chips?
17:23 Me:
i know for sure if starting stack is 10.000 and i got kicked out at 60.000 its not worth just a buy in
17:24Hector J.:
If you were not in the money there's nothing to claim

I'm quite new on ACR just played maybe 50 tourneys so far on the website, obviously won't play here in the future, as long as these "rules" are in place where you can get total fuccked over like this, losing 1000$+ to a software error and not being compensated is just too much for me to handle mentally, especially since this was a "risk" i wasn't aware off playing on this site. And from what i'm hearing these shutdowns seems to be quite a common occurrence?

I would rather bubble a 10k then get fuccked over in this way, it would be way less tilting lol, luckily as a euro i got many options, so i don't have to play on unprofessional american garbage website.

I am officially done with ACR too unless I get refunded the fair amount from $100,000 streak. I've been through a lot on this site, but this is def the last straw. Makes me sick.

Winning_TD, you might even think it's a +EV decision to lose a player. In a bigger picture though, every injustice creates consequences above and beyond immediate monetary profit. This one is on your conscience...

This was certainly exciting reading, given my situation.

In 2017 I played on ACR but I spent most of my time building a bankroll on Juicy Stakes Poker. I wanted to have at least two sites going so that I had a variety of options for tournaments any time of the day and night and any day of the week. The plan was that in January I would get back on ACR.

Both sites have their problems, but in a way they compliment each other. Juicy Stakes Poker has a very small player pool, but that's fine if I want to play in a small tournament and win ten buy-ins in a couple hours. When I'm ready to sit down and play for eight hours, then I'll want to be on ACR, or at least that's what I thought until I read all this.

ACR has had these lagging and crashing issues for MORE THAN FIVE YEARS! Please don't talk to me about DDOS attacks. Those weren't even "a thing" when I first played on this site, and it still crashed.

This can't be that hard to fix. If your team can't figure it out, call the smart guys from Google or Holdem Manager* or one of the other companies full of 150 IQs and hire them to do it.

-------------

*About a year ago(?) Holdem Manager crashed and that thread exploded into one of the biggest online freakouts I have ever seen. It eventually got fixed and the CEO of the company taped an apology video.

In the apology, the CEO said that he was embarrassed and that it had never happened before.

It was down for an hour.

You were scammed. These are the rules:

https://www.americascardroom.eu/onli...to-play/rules/

In late registration – If a regular, turbo/hyper or rebuy and add on Multi-table tournament is in late registration and is cancelled, all players will receive the following compensation (including players who have busted): A Tournament buy-ins, rebuys, re-entries and fees back. It will be as if the tournament had never been played.

Running (after late registration has closed) – If a regular, turbo/hyper or rebuy and add on Multi-table tournament is in a running state and not yet in the money is cancelled, players that have been eliminated from the tournament will not receive any compensation for the tournament. Players that remain in the tournament will receive the following compensation. A. 1 buy in back (No re-entries, no rebuys or add ons). B. The remaining prize pool (all guarantees are honored) will be distributed on a percentage basis according to each players chip stack, for example, there are 100,000 chips in play, the prize pool is $100,000. Each chip is worth $1, you have 25,000 chips when the tournament is cancelled. You will receive $25,000 of the remaining prize pool. *The maximum payout cannot exceed 1st places prize.

In the money - If a regular, turbo/hyper or rebuy and add on Multi-table Tournament is in the money and is cancelled; players that have been eliminated from the tournament will not receive any compensation for the tournament. Players that remain in the tournament will receive the following compensation: A. All remaining players will receive the next minimum payout when the tournament is cancelled B. The remaining prizepool will be distributed on a percentage basis according to each players chip stack

If that is the rule, where's our money? Why did i get cussed out by a live support that didn't even know the rules you have himself notice he even put "IN THE MONEY" with caps lock in this convo? Why is he lying to me? I am so confused now,i just took the word of live support for this earlier just quickly glanced over the rules and it said something about being in the money and just thought "wow, that's sick lol wont play here anymore and moved on" but wtf? Perhaps i was hypnotized with how he mentioned i had to be IN THE MONEY like 5 times in that conversation.

Hector J.:
Hello! Welcome to our Live Chat Department, my name is Hector J.
17:17 Me:
Hi
17:17 Me:
Johnny V:
was checkign something for me
17:17 Me:
i got disconnected from the chat
17:17 Me:
Johnny V:
Hello, I'm checking
17:18 Me:
I got timed out or something he was checking something for a long time
17:18 Me:
for me
17:19Me:
Send me back ?
17:19Hector J.:
Username?
17:19 Me:
Johnny V:
17:19Hector J.:
Your username man
17:19Hector J.:
Not my homie's name
17:19 Me:
the poker nick ?
17:19J Me:
Cheeseking42069
17:20Hector J.:
Yeah you got a ticket?
17:20 Me:
He was checking why that happened, because i had player for a long time and had like 6x starting stack
17:20Hector J.:
For $265
17:20Hector J.:
Go to my account
17:20Hector J.:
And then Ticket Manager
17:21 Me:
i have no use for that worthless ticket, im not playing on this website again if thats the ruling here
17:21 Me:
did play continue when staff kicked me out of the site?
17:21Hector J.:
Is not worhtless
17:22 Me:
the tournament needs to be chip chopped
17:22Hector J.:
Worthless**
17:22 Me:
why wasnt it
17:22 Me:
my stack was worth atleast 5 of these "tickets"
17:22Hector J.:
Why you say it has to be chipped chopped
17:22Hector J.:
If you were not in the money then no
17:23 Me:
No in ur rules it says it should be
17:23Hector J.:
Or your theory states that you had more than $1325 worth on chips?
17:23 Me:
i know for sure if starting stack is 10.000 and i got kicked out at 60.000 its not worth just a buy in
17:24Hector J.:
If you were not in the money there's nothing to claim
17:24 Me:
This is how other sites dealt with this in the past for me when this has happened
17:24Hector J.:
In the money means exactly that
17:24Hector J.:
That you are > IN THE MONEY
17:24Hector J.:
If you're not then you're not
17:26 Me:
So what if you are 1 from the money. the chipleader gets a buy in?
17:26Hector J.:
Actually in that tournament nobody got nothing paid
17:27Hector J.:
Everybody on that tournament just received a ticket as a refund
17:28 Me:
why would people i knocked out, get as much as me
17:28 Me:
???
17:28Hector J.:
Because is our house
17:28Hector J.:
We make the rules
17:28Hector J.:
That's the rules we have
17:28Hector J.:
As a matter of fact
17:28Hector J.:
Here
17:28Hector J.:
https://americascardroom.eu/online-p...to-play/rules/
17:28Hector J.:
Read
17:30Hector J.:
With that being said
17:30Hector J.:
Anything else I can help you with?
17:32Hector J.:
Have a great day, and thank you for contacting the Live Chat Department at www.AmericasCardroom.eu
Hector J. has left the conversation.

So was registration over or was it not? It seems if it wasn't you have no reason to be arguing back and forth and if it was over they owe you money, pretty simple. I've 100% of the time paid been paid correctly in these spots and 95% of the time didn't even have to whine and complain, fwiw.

I did abide.. It was in late reg and we refunded as it should be.. Its all automated so when its cancelled it will refund by what state its in.. I cant change this

Also i understand all your frustrations i really do.. However, if your one of the players that is affected by an issue and cant play then you go crazy that you dont get a refund. We do whats fair for everyone and you cant look at it at that one time you had a stack.. Im sure you won plenty of chips from players that werent connected so is that fair? Like it or not we do whats fair for all..

On another note i have listened to your comments and i will do a separate terms and conditions for streak tournaments.

The other comment about us going down quite often is completely not true. It happens on occasions yes but right now it may happen once every two months on average.

Now that we cleared up that the live support rep was clueless about the rules himself, and this is only an issue about whether the tournament was still in late registration or not. Luckily i can prove it was well past late registration at the time of going down with holdem manager. My first hand was played at the very start of the tournament 0:14 and my last hand was played at 2:27 i will provide pictures below. And even further evidence if needed just let me know. The streak has a late registration of 2 hours. https://gyazo.com/4aaa852fed25e03010ff91ff27868e57
(click the pic to enlarge)

Picture showing the time of the first hand played. 0:14
https://gyazo.com/c7f190d06addbe90da4d3a1b31d40a59
(click the pic to enlarge)

Picture showing the time of the last hand i played. 2:27
https://gyazo.com/accbaa86b0c953022a837225f753f6da
(click the pic to enlarge)

After some quick maths i believe i played the tournament for 2 hours and 13 minutes. That would be 13 minutes past late registration.

I don't know why this tournament is marked as a free roll in my holdem manager, probably because it's a special tournament of some kind but it is also the only tournament i played on WPN that day so i'm not making a mistake here, the hand's will match the ones played in "the streak" if you need further evidence feel free to contact me. Either by email or here.

Here is my finishing stack and the last hand of the tournament before crash at 2:27 (Cheeseking42069)
https://gyazo.com/9350f418905b2f0b6134e7988569d661

Lmao. How is that not often? 1/60 days is almost 2% downtime.

Im not sure why your trying to argue with me... If it was in running state by the time it got cancelled then it would of paid out in that state.. I cant change the state of a tournament once its suspended and cancelled..

When a tournament goes in break it can take 1 minute or more to start the break so if a tournament is running 2 hrs and 13 minutes it adds those times.

I dont need any further evidence.. I cannot change it so believe me when i say it was in late reg when it was suspended and later that night cancelled

Its probably less i just took a quick estimate off the top of my head..

You are aware every site has issues right?

Alright, well i wont bother you any further if you have no power in this situation, and your job is just to silence people and do damage control with posts that are making the site look bad and not actually help anyone. I will email acr support.
Thanks, and sorry for being a pain the ass, but i have over 1000$ in value invested in this personally so i want to make sure things are handled correctly, and i didn't get that kind of vibe from the encounters with you'r live support as you can imagine, that they would be handling anything correctly. After the chats i had with them claiming i had to be in the money for a chip chop, typing in caps lock and acting like gangsters.

I am the tournament director.. My word is pretty solid.

The tournament was in late reg when it was suspended. Everyone gets their buy in plus fee back.

shouldnt have been in late reg if you busted 20th or 50th as it says on your sharkscope..

Yes, every site has issues, but they don't all freeze or crash.

I played over 500 small MTTs on Juicy Stakes Poker last year.

Times it crashed and/or a tournament was cancelled: 0

Times it froze: 1, and I don't think that the site was at fault. Everything locked up, I closed the site, set Avast shields to be closed for 10 minutes, reopened Juicy Stakes and I got right back in.

I understand that you don't think that the amount of crashes are excessive, but keep in mind that if it's happening 2% of the time with tournaments sometimes running more than eight hours, 8+ hours of possibly being in the 2% is a lot of exposure.

That's the reason that I've been playing so much on Juicy Stakes Poker. I wanted to build a bankroll on another site so that I have options when ACR is down.

Winning_TD, I am absolutely, 100% positive the late registration was OVER when it got canceled.

I've been through this before on your site and made sure to check and was obviously relieved to see I would at least get my stack's worth.

Btw, the support lied to me as well about "it needs to be in the money...". Once I gave them the link to the rules, they just ignored them! No comment and no refund still !!

Winning_TD, it does take a man to admit a mistake, but it is the right thing to do. I absolutely deserve the refund according to your own T&C.

On a side note, I just don't understand this. I've been loyal to ACR for years, went through a lot of pain here, and still it used to be my main place to play before this incident. You invest thousands of dollars in overlays every day trying to build players' base, yet you are willing to lose a high stakes/high volume player over one tournament, sticking to your unfair decision no matter what?? Just doesn't make any sense.

They owe us money, exactly.

The chat log i just read is ****ing disgusting. you owe this guy a ticket just for the way customer service treated him. condescending bull**** that contradicts your ToS is unacceptable. don't make an effort to convert customers into enemies