site keeps disconnecting right now constantly while everthing else if fine...

Seriously I cant play a single hand without getting disconnected...I hope I get refunds for this!

I get disconnects atm and also had them yesterday around 10pm.

Is there any way I could troubleshoot my connection to winamax servers, like some IP addresses to ping/traceroute? I had 1ms pings with zero packet loss to my local internet exchange at the time of disconnects, but I'm playing from outside of France so there could have been some problems with international connectivity.

Disconnects still ongoing 2 days later. As you can see other players are affected as well.

i guess now we know what was going on :

http://forumserver.twoplustwo.com/29...-time-1504779/

Hi everyone,

I've been in contact with our security team who have opened an investigation into this incident.

Based on the circumstances, the most efficient way to resolve any reimbursement requests would be to PM your table name, the date/time of your problem and any communication you have already sent to support. Please be as specific as possible to ensure fastest results.

If you have already contacted support, I would ask you to be patient while they work through the surplus of emails they have received. They will get to you as soon as they can.

Dave, it's not an issue with your side only and I'm not even affected this time. Just a general question, how is it possible that you guys (or every other site for that matter) don't have an auto-reimbursment or at least actively seek out to players via e-mail that they should contact winamax if they were affected? I just imagine rec players being extremely frustrated and maybe not opening your client ever again if it happens a cpl times. This is both bad for your business and every other player... It's a point that would make any site/support stand out from every other company in this market.

Hi there,

We have such measures in place. When a server incident occurs every player affected is automatically reimbursed according to our terms and conditions within 72 hours.

In any other situation there are too many variables in play to put in place such a system. On top of that, I'm sure you can agree that if someone has been disconnected and they feel it is not their fault, they will contact the site to find out what happened.

well, winamax support says it was my internet connection and they won't reimburse me for 150euro(primetime and xpert). When I'm a reg who plays all the high stuff there daily, smdh. While 3-4 other people at my table were dc'd as well when I came back shortly. That's it, I'm cashing out and I'm sorry to say you have lost a client.

I even remember a hand where there's an open, a call and I'm trying to 3bet KK and the software just disconnects. Just that spot alone is worth a refund. GG winamax.

+1, I got the same response.

I'm also a reg who play all higher buyins everyday, even if the dc only were for 10-20 minutes, it hurts us alot and we can't feel our money is safe on your site when you give us a response like this.

All affected players should get some sort of refund or you will lose money/customers in the long run.

It's because colored tourneys have 150€ tickets for top places. Any none-colored tournament would become colored once a certain amount of money for the 1st place (and following) is reached. I believe it is 1650 (finishing 1st would get 1500 and 150 ticket), but I am not 100% confident.

I have got refunded always when tournaments or server crashed. However, most of the time it has been a whole server issue. Once I had the same problem as you, where just me and several other players were unable to play, but I got refunded for all my games. Once I've been able to play one mtt and all others were disconnected and they told me that it was due to my ISP too, but refunded anyways.

But I have had same issues on stars, where just a part of player pool is unable to play and they don't get refunded most of the time. Stars just blames ISP.

Hello felixvdp,

I would be surprised if support has explicitly said that the disconnection was your fault.

We will usually only say for sure whether or not the problem originates from our servers or software. If the problem does not come from our side we will sometimes refund a player anyway, depending on the specifics of the situation.

Unfortunately in this case, your disconnection was not a fault of our servers and our support staff determined that in this case you were not eligible for a refund.

Hello DBerglin,

If any player is affected by a disconnection that is caused by our servers or software they are refunded without question.

In all other situations we aim to be as fair as possible, often crediting players with refunds even when the issue is not our fault.

Because your disconnection protection system is awful, and I had to click 'reconnect' 20x in the peak of my session. So after 20 minutes, yes, I naturally gave up. Nevertheless, that spot I was talking about with the KK did happen (look it up if you like) and that hand alone put me on semi-tilt. Maybe you don't understand how much equity is lost there since we make all our EV with big hands in full ring tournaments. I'm sure Pokerstars would classify that as a 'materially affected tourney' and refund said tourney. I feel like i haven't been treated fairly the past few months while I have been paying a ton of rake, which is why I'm upset.

At least I won't have to deal with

1. Constant focus stealing from other applications even though it's turned off
2. Short breaks because all tournaments restart at :00
3. Your d/c system

Hello felixvdp,

I can't speak for the practices of other poker sites in terms of disconnection refunds of this type (whether Pokerstars as you mention or other), only for Winamax and I can assure you that your case was analysed in full before responding to your request.

I'm sorry if you are dissatisfied with the service you have received recently. I can only express my regret for this and hope that in the future our customer service will respond more favourably to your requests.

That being said, our disconnection protection system is pretty fair in our opinion with 90 seconds being allocated for you to reconnect. Any longer than this and it would not be fair to the other players at the table.

Thank you for your understanding.

there is a 50sat for the HR 5 mins before XTASE.

it says 900e gtd but its just a 300e gtd

saw this happen several days in a row

Hi there,

Could you please give me some specific examples of when this has happened? The tournament IDs would be very helpful.

Note that we have two different qualifier tournaments which offer €300 tickets to the Highroller in the prizepool. One is the Super Sat Ticket €300 which guarantees three tickets while the HIGHROLLER Qualif. only has one €300 ticket guaranteed.

Any idea when the next winamax series will be?

^ starting april 5th

I would not recommend Winamax for anyone living outside France with 4 or more names, basically it´s impossible to validate your account and every time you login into their website they keep remind you that after 30 days they will froze your account and not refund your balance if you don´t validate your account.
The support keeps sending the same email every time:

"Unfortunately, we are unable to validate your ID as the names on the document provided do not exactly match the information you provided when you registered with Winamax. Please note, we require only your surname and first name.

Please update the information on your Winamax account and then re-send us a copy of your ID for validation.

Regards,
The Winamax Support Team"

I updated my details using my complete name and only first and last name and their answer is always the same.

why is every event reentry? lame.

I had this problem the first time I tried to make an account. (I only have three names) and gave up on Winamax for 6 months because of that. Tried it again then and it magically worked. Maybe I just got lucky or their support got smarter but I would definitely try tweeting at them/spamming them on here.


gl

When's the next wina series?

Is there a chance that the top 10 tournament from last weekend becomes a regular tournament? Seems it was quite successful.