Hi all,

Am going to post a brief explanation of what happened on Party Poker tonight followed by chat logs and proof.

Mods I hope this is in the right place if not please move / advise

During the $1500 guaranteed tonight with 6 players left a deal was reached between all players in chat. When the deal window was opened it was not functioning correctly several times therefore the deal was not done. At this time my agreed deal was $350.

A few players were knocked out who also received significantly less then 3 handed we agreed on another deal which assured myself and another player 330 and the winner 380. We tried approximately 10 times to have this deal processed by the party poker software and did not work.

At this time myself and another player began stalling while i contacted live support.

I spoke to no less than 3 operators who after approx 10 mins each advised they would transfer me through to the department who could help with the problem. Asked me my verification and same scenario again.

After approx 30 mins paying attention to live support in the belief that the deal would be done and blinding off / timing down i was told they could do nothing. Essentially losing all my equity in the tournament and busting in 3rd not long after for approx $180.

Support were told this was unacceptable they had chat logs this is a malfunction on their end and they agreed to have a supervisor call me.

The supervisor agreed several times that this was their fault and then advised she would call the relevant department and call me back within an hour.

In my frustration I gave her an ultimatum of 30 minutes otherwise I would post this.

She called back 5 minutes later with the news that although it appears it was their fault nothing could be done until at least Monday morning and please do not publicize or mention this until then.

Obviously if there is an issue on a site especially on the final table or final 3 of a tourn (especially one bigger than this) the tourn needs to be paused or the problem rectified.

Apparently Party Poker cannot do this.

And just to finish I was advised that if the tournament was still running they may have been able to help. After 30 mins of me asking them to pause it and telling them the same thing.

I would not thing that 48 hours to rectify an issue or being shuffled around with incompetent support like this is acceptable to anyone.

You do realize that we have the weekend right now ... with by far less staff and management available than on weekdays, that could actually make these decisions on their own.

that is only one of the issues. If the problem would have been dealt with by any of the prior 3 operators who were incomptent there would have been no issue (they agree with this and that it is their fault) but will not fix the problem or compensation.

Added to this they have basically stated that any tournament of software issues that happen friday - monday will be dealt with on monday. What if this is a 1k tourn etc.

Is this acceptable to you as a customer ?

If it is sorted out on Monday and I have the confirmation that the issue was on their end as further evidence to get the compensation, than yes it is.

Really you expect to have to deal with 3 live chat operators who advised they will fix or put you through to the person who will fix your problem so you blind out and lose 50% equity cause they couldn't help you at all and technically I have no confirmation they are doing anything yet I am being told it will be forwarded to another department

If this was pokerstars the tournament would have been paused or the issue dealt with in a more timely manner or by non-XXXXXXX call centre operators who caused half the problem in the first place