I've sent them about 5 emails so far , no reply as of yet

Great customer service by Pokerstars again:


Stars:


Me:



Stars:




I also sent them this just yesterday:


What I got back just a few hours ago:



Yet still many people itt have told they have emailed them and this thread now has a load of posters complaining about the same issue. Are they a) blind or b) the worst customer support in the world? Either way, looks like they are still not interested to do anything about this.

PokerStars Stefan is the account in the Zoo that handles the software thread. He's probably the guy to PM on here for more help.

Sent him a PM ages ago pointing to this thread. He didn't even reply to me. Same as every other Stars member on 2p2 I have contacted.

I have received no further replies to my emails, I assume that no of you have received answers either? I had this problem today again which isn't very surprising at all.

was playing the new Fifty50's this week. reg'd for 20 of them on my laptop (<1 yr old, 4 gb ram, only running PS, HEM, 1 tab chrome, tableninja) and at about the 17th i got a warning popup that tableninja closed shortly after, but it said something to the effect of "couldn't load table, insufficient system memory". i unreg'd my remaining entries and then checked "registered for tournaments" vs how many were open on my laptop, and indeed i was sitting out of a newly started one.

my fault? do i need supercomputer? just seems weird there's no safety backup like the client autoloading any tourney you're sitting out at or something.

uhh i often play heaps of tables (not a brag or something) and this thread is making me paranoid as hell, i just wanna confirm - if this button is green with the play symbol, then i definitely don't have any other tables that i'm sitting out in etc that the software screwed up etc etc... right????

damn! was just about to post this

WTF PS is kidding or what ? PS.fr is fukced and doesn't open the new table like 5% of the table changes. Lolol @ itunes responsible for PS bugs !

Thanks for that !

lol that's the button that people/someone mentioned ITT earlier. i just wanna confirm, i.e. i'm actually asking you guys/telling, that if it's green then there is no issues cause like i said atm i'm a bit paranoid after reading through this topic!

lol at stars for completly ignoring the issue

Emailed them again.

Ive had this happen before like 3 times on .fr. I have noticed every time tho after a while (not sure how long until I realised I hadnt played a hand in those MTTs). I have to manually find my new table and click it to be able to take the new seat. Not had it happen for a few weeks now tho. Sending an email to them about it now.

tested the green button theory tonight and found out that if I sat out on a table it turns orange BUT, if you close that table it goes back green as if everything is fine.

seems like a pretty massive flaw, would love to hear comments from any stars reps

This, I had the chuck's issue 5 minutes ago after a table change, and the button was green when I checked... But I actually was sit out on the new table.. PS what the **** are you waiting to fix this **** ?

ya really hope they fix their ****. I'd rather play on ub than tilt, and I really dont wanna play on ub evar

I didn't see the green button question before and I realised you can't tell from my screenshot, but yeah the button stays green when this happens so it's not reliable.

yea that's pretty damn epic fail =/
i was gonna do a pretty big hh review of a semi-big sunday session sometime so maybe i'll spot something and get some "equity refunds".... -_-"

seriously tho, stars reps should reply about the green button, or at least someone suggest/talk about it in the "improvement" thread, yikes

xpost this in the PS software thread

****ing ******s just happened twice in the same ****ing tournament, well done, come back with 2bb

Sigh. Just email them about the issue, the more people there are complaining about it the bigger chance we have of getting a refund. I'm probably on some kind of Stars black list due to complaining about their **** earlier so I don't know if they even read my emails.

This is the answer they sent me. Not an easy thing to prove apparently as they prob know that I hadn't been playing for a couple of days and that hence the log files aren't there any more.

Bonjour Jérôme,

Merci de nous avoir contactés.

Cela nous serait utile si vous pouviez nous envoyer les log files de votre
programme PokerStars.

Pour ce faire, veuillez ouvrir le logiciel PokerStars. À partir du lobby,
cliquez sur "Aide", puis "Log files" et sélectionnez "Envoyer les log files
au support". Cela nous enverra automatiquement les fichiers. Veuillez vous
assurer d'inclure votre nom d'utilisateur et des détails sur la raison pour
laquelle vous nous envoyez les log files.

Autrement, vous pouvez sélectionner "Sauvegarder les log files en ZIP". Les
log files seront alors automatiquement sauvegardés sur votre disque dur en
tant que fichier .zip. Pour les envoyer, veuillez simplement suivre les
instructions suivantes:

1) Ouvrez le lobby principal
2) Allez sur Aide
3) Allez sur Log Files
4) Sélectionnez "Sauvegarder les log files en ZIP"
5) Sauvegardez le fichier sur votre Bureau (il se peut que vous deviez aller
sur le Bureau dans la mesure où l'emplacement par défaut est le dossier
PokerStars Settings)
6) Répondez à cet e-mail
7) Cliquez sur Joindre un ficher (ou option similaire)
8) Sélectionnez le fichier ZIP situé sur votre Bureau
9) Cliquez sur Ok et envoyez l'e-mail

Veuillez noter qu'il est important que vous nous envoyiez ces fichiers dès
que possible dans la mesure où ils ne sont sauvegardés sur votre disque que
pour une période d'un jour.

Nous vous remercions pour votre coopération, et attendons de vos nouvelles.

Cordialement,

Amélie
Support PokerStars

Translation: they want my log files less than 24h after one of my sessions.

I mean they should be able to have a look themselves no? Instead I have to do all sorts of manipulations to try and prove my point. I directed them to this thread too but lazyness has replaced what used to be awesomeness at PS. I used to worship PS for their customer's service. Support? lolsigh.

I'll still try and send them the files. Pisses me off that I'm not paid by them to do their job.

It doesn't help with the support even if you have the log files. I sent them the files like 2 hours after I had been sitting out in multiple tables. What I got back was basically "yes, the log files prove that you have been sitting out but they don't show it would be our fault". I have a very slow internet here so I can't be bothered to look for the exact message, but anyway even if you have the log files what they are saying is that they are of no proof, and that we would need to prove it in some other way. When I proved it with a screenshot and offered to send them a video (as in a screen capture) of it happening they said ok we believe it but it's your problem because you are using itunes and/or other poker clients while you play/other random excuses.

I got a pm from one of the Stars tech people like two weeks ago where they said they'd look into it, then a week ago another one where they said they are still looking into it, and haven't heard anything since. I hope there's someone actually doing something.

Bumping for further awesome Stars customer service. They somehow managed to delay this with another month. The problem still persists, I quit .fr until this is fixed but I have friends playing there still and they are reporting this has actually got worse. It's hugely in favour of one tabling fish who will notice the problem, but a lot of regulars sit out from tournaments every day. Despite sending tons of emails, pm's, and having reputable 2+2ers such as mement_mori tweeting them and trying to reach them via every possible method, these are the only pieces of correspondence I've received from them in any format.



(my reply quoted in the next message)



Notice the dates in the top left corner! After this, Dirk stopped answering me, as did the Stars customer service. The timeline of this who thing as a tldr is the following:

1) I report the problem and ask for a refund
2) They claim the problem doesn't exist and ask me to prove it
3) I prove it
4) They admit the problem
5) I ask for refunds again and to make them fix the bug
6) They shut down communication.


And this is the Stars.COM customer service, seems they are just trying to make it forgotten and keep hovering $$$ just like in my EPT Tallinn seat case. Too bad for you guys but I'm not going to let you, instead I'm going to post this on every other poker related forum I can possibly find and make sure mass tablers will decrease their volume until it's sorted out. I'm starting on p5s and the largest training site in the world, Pokerstrategy where I happen to coach which will ensure people will listen to me. While you have stolen thousands or dollars from me and it doesn't seem like I will ever get it back, this will at least give me a bit of satisfaction, making people pay you less rake in the form of tournament entries.


**** you, Stars.

this did not happened to me recently (past couple weeks) and I play roughly 10-15 a night ( I know I know , low volume)

this has been happening to me also on fulltilt. I stack and use tableninja, and i keep noticing going to tables and im not there. I remembered this thread and went to "take my seat" and what do you know the table pops up with me sitting out. Im not sure what the problem is, but its def costing me. Im not even sure if I caught all the times it did this.