So I had this problem on Monday and am curious to get the opinions of other people as to the proper outcome. I registered for both the $100 and $500 HU tournaments on Monday and 10 min before the $500 was to start I was no longer located in NJ. This happens sometimes and my response is usually to close the program and restart with decent success. On this occasion, I reopened the application and when I attempted to log in there were no fields to type in my username and password. I immediately started to panic because I know how these things work in HU tourneys. As soon as you are sitting out your opponent can usually win the match in a matter of minutes but just clicking raise repeatedly. I immediately contacted support via chat and told them of the issue. I also immediately requested a refund which is on record in the chat. They could not give me a refund or unregister me so I was forced to try other ways to login. About 10 min after the tournament started the problem seemed to have fixed itself. I told support I wanted a refund but they could not promise me that. So I logged in and played my half stack for a few minutes before busting. They now have refused to give me a refund because their technical team says I "managed to play successfully". This seems pretty unacceptable to me however I may be biased. I'm curious to know what others think about this situation. I am willing to take tournament dollars as a refund which seems like a good compromise.

This is a delicate subject. Clearly they are afraid of abuse and people gaming the system to get their buy-ins back. The problem is, those people usually persist in gaming the system and the people who are actually locked out of tournaments are just getting screwed.

On the surface it does sound like you have a good case for requesting refunds from those tournaments. You have to do as I say and not as I do: continue sending complaint emails to customer support every day. And if they still haven't helped you after 3 days, you may want to direct message the Party_Rep through this site.

Good luck to you.

Thank you. The one thing I regret is having logged in at all and playing in the tournament. My case for a refund is probably much better if I don't do that but I wasn't ready to just forfeit $500 without a guarantee of a refund.

I understand completely because I have been there before. Truthfully Party probably owes me an obscene amount from lost buy-ins in similar circumstances.

All I can tell you is that you have to be persistent. I am a busy man and I have not been persistent in my own case.

I wish you luck and I hope you get a successful outcome.

So just to keep people who look at this posted. I have actually had quite a bit of back and forth with them and its been extremely frustrating. Im doing my best to not send some really angry emails but the arrogance that they have is absolutely incredible. They first offered me nothing in return so I countered with tournament dollars to which they replied they would give me $50. They made it clear this wasn't a refund in any way but merely out of the goodness of their hearts. They maintain because they cannot see any problem on their end that it is entirely my responsibility. In the most recent email I received from them, the support person actually told me that I should have immediately contacted them if I had a connectivity problem.
The fact that they can't even see that I did indeed contact support immediately just makes me even angrier. They refuse to take any responsibility for what happened and are pretending they are doing me a favor which is incredible. Ive finally asked for $250 in tournament dollars because I was able to log back in with half a stack. If this doesn't get settled I don't know what else to do. I feel obligated to take a stand and stop playing here but I honestly do love this company. I live just outside AC and play for a living so when Im not playing online Im usually in Borgata Poker Room. Im pretty torn about what to do should they not settle this. Its also 5am and I just finished grinding online so this has become quite a rant.

Hi

I have sent a PM and await your response

Kind regards,

Colette

Figured I should post the conclusion to this. Shortly after giving the Party Rep my email I received a message from a customer support manager. They gave me $500 in tournament dollars and I received them a few hours after the email. Very pleased with the outcome and very appreciative of those who helped.

Hi

I am glad your issue was resolved satisfactorily

Thank you for the follow up post

Kind regards,

Colette