Hello everyone and happy new year.

I will use google translate because I have no command of the English language so I apologize in advance if some sentences sound strange.

Well, like many of you I attended the GGMasters $150 with the cheater present.

Now, the statement they released reads as follows: "We will refund $29,795 to the affected players and also reconcile the payout for the impacted tournaments in the next 24 hours."


One of their operators on Reddit confirmed to me that the tournament buy-in would be returned to the participants as stated in the image:

After another few days of waiting and total nothingness, I decide to ask their Twitter page if they can give updates to those who are waiting, and this is the answer:

So I decide to contact support via email at the address indicated on the Twitter page (later I will attach photos of the conversation) After having explained the problem the first time, and the usual annoying "copy-paste" answer, I explain for the second time and the answer leaves me dismayed because it is not a "copy-paste", but it also has nothing to do with the my problem. Now what I'm wondering is, are they clearly pretending not to understand, is it a robot answering (I don't think so because AI would be able to answer better), or have I explained myself badly? Below I attach the images in order of the email exchange (Start from the last screen at the bottom, going up).





There is definitely a problem, you just have to decide which one:
-What claims to be the largest poker room in the world does not refund customers who have participated in tournaments with cheaters
-The largest poker room in the world, with hundreds of millions in turnover, pretends not to "see" a customer who legitimately asks for $150 back
-Customer support is totally absent, and although this may not be a huge problem, but if I have problems with a large withdrawal, who should I interface with to resolve it?
Not to mention other problems such as the lack of mixed games being the main sponsor of the WSOP, which is the only festival where literally all variations are played.

Big disappointment so far. I appeal to those who have not yet started playing on this room: look carefully to see if there are other alternatives before entrusting your bankroll to this company.

My guess is you donked it off early in the tournament and the cheater didnt affect your play at all. When they say they reconcile tourmament payouts, that doesnt mean returning buy-ins. It means giving the players whose payouts were affected by the cheater taking 1st place, a higher payout because they would have finished higher without the cheater. I.e person who finished 2nd gets 1st place money. That is a much more fair way of handling it, than giving everyone their buy in back.

Its pretty telling that you arent asking for a pay jump, but asking for your buy in only. Seems like you are just trying to use the situation to get some money back without just cause. Basically, you dont deserve anything back imo outside of the extreme unlikely case that the cheater played on your table and took significant portion of your stack.

The much bigger potential issue for me here is the fact that they are saying they will return 29k when the 1st place in the tournament in itself was much more than 29k. What happened to the rest of the tournament money that people are owed? Although, that 29k could have been the number confiscated from the account that would be given out to victims, and the handling of the tournament returns could have been done separately on top of the 29k.

Until a player who played the tournament and cashed comes forward with information that they did not get a pay jump after MoneyTaker69 was banned, there is no reason to believe they have treated the players in the tournament unfairly. Someone who played on the final table telling us how their case was handled would be helpful.

Yes, I didn't cash in the tournament. Let me explain, I absolutely don't want to take advantage of the situation because $150 doesn't make me rich or poor. It's a simple question of principle, because with my money I contributed to the prize pool of a tournament in which it was not possible to compete. It doesn't matter whether the cheater was at my table or not, because if I had advanced in the tournament, I still wouldn't have been able to compete. In my opinion, from these situations we understand the seriousness of a company.

1. You're dealing with an automated response system, not a thinking person.
2. What are you expecting them to do? They're not going to refund all the buyins to all the players who entered. That would be ~ 10x what the cheater took out. They also have to fund the pay jumps.

you agree your 150$ should go to the players who cashed and the guy who bubbled and the players who have played hands vs moneytaker69 right? if you were never at his table and busted early you deserve exactly 0$

How is this real. Talal with the customer support explanation to a random person complaining over a $150 event on twoplustwo. People and this world never stops surprising me. For good and for bad.

I'm not with CS, I'm with the players who've been cheated.

But you have to be realistic. The critical focus on GG should be for facilitating cheating etc, not for failing to compensate players who didn't lose out.

GG's lack of transparency on their security vulnerabilities was evident when they disabled Sharkscope in September. This hindered MTT players' ability to track clearly and identify cheating tendencies, including RTA advantages, superusers, and collusion impacts. We may therefore safely infer that this is merely the beginning of a far worse situation in which the harm to the players from previous plays would compound and spread widely, whether or not they admitted to knowing the particular player in question beforehand. As a result, we must begin to wonder how they intend to respond to those situations, which we can also assume will arise organically over time. We also need to assess their capacity to reduce those consequences through system and policy implementation.


Thus, in my opinion, those are essential:


- Their purposeful failure to act upon becoming aware of Superusing (if their statements are to be believed), which led to a broader scope of unfair play
- We are blinded by their policy of hiding their fake feelings of discrimination based on public results, which, incidentally, might have been hidden if GG had voted for opt-in instead of opt-out. It would be great, though, if the results were made public and required transparency. There would be a myriad of options about privacy concerns or fish protection.
-GG's policy of downplaying the problem without providing adequate information on security and their proactive measures to reassure the community are concerning; ticket reimbursement would have been a simple solution to manage the matter without needing to deal with cash flow problems or other difficulties.
-The ones affected more are ricreational players for obvious reasons.

I could continue, but as such remarks from the community keep coming up, it seems pointless.

I assume you are trying to establish a point of equilibrium where, for the sake of a principle, the only way to come out on top is to give everyone a refund, at least in this tournament.