Today I was playing in a small MTT on UB and went on break as normal to smoke my cig. When I came back the tournament had frozen up on the final hand before break and wouldn't connect. After much confusion and "online chat support" I was eventually told they were doing software updates for deposits and payouts. (which I still havent received my echeck after 4 days)

They continued to tell me that the tournament would be cancelled and remaining players would be given a chip chop, but it might take up to 6 hours to get the money credited to my account. That was almost 8 hours ago! They apparently have their heads so far up their totems they dont know what to do. Has anyone ever had this kind of issue before with UB? If so how often does it occur?

I really enjoy the smaller fields in the tournaments which have given me a little more success and better insight to my problems, compared to FT or PS where I'm just playing a constant fight in the donkaments. Unfortunately if this is a regular problem, I probably wont be committing myself to playing on UB for much longer.

Define "regular..."

daily? no
weekly? no
monthly? (once a month) maybe. Probably closer to twice every 3 months

did they tell you to update your internet explorer to the most recent version at all?

no i didnt need to do any updates they freely admitted it was there fault...

though when asked why they dont send out notifications of planned updates they were completely silent. I downloaded their software, I dont use their "play anywhere" type stuff I read about tonight.

Regularly: more than once a year....twice every three months tells me that they have a seriously incompetent software manager and makes me feel uneasy playing on there....though however if I'm in tourneys with a nice chip stack it might save me from tilting off after my aces get cracked later (in an alternative reality that their software actually worked)

if this is the worst thing that ever happens to you at UB you run goot my friend.

horror stories? I got sick of the support at FT and PS, and this is the first issue I've had with UB, but in my twisted mind I figure that with their bad reputation they would be trying the hardest of all to making their site completely legit and on the up and up. I was actually impressed by UB support a few weeks ago by clearing up some issue I had (forgot now), but now I'm severely disappointed

FYI this was the email I was sent when online chat support proved useless:


Dear Valued Player,

Thank you for contacting us.

While running some routine maintenance, some players lost their connection to the tables or were not able to login to their accounts. Everything is back to normal now and you should not have any problems to login back.

If you were playing at a tournament that started at 15:40 ET or later, your account will be refunded with the corresponding buy-in.For tournaments that started before 15:40, it will be refunded under Chip Equity (based on chip stack).

If you have not been refunded within the next 6 hours, please contact us again.

We truly appreciate your patience and understanding.

Regards,

the horror stories are many and rampant. none personally because I won't play on a site that obfuscates from the highest level down and breaks repeated promise after promise to players and never ever will change.

so I finally got my funds deposited, however they were about $100 short according to their POSTED rules about tournament crashes. as soon as I logged in and noticed the discrepency I emailed them a really pissed off letter and then decided their online chat might get better results, I spoke with one person who ignored me after I proved myself, then another, then this woman whom I reconnected and requested directly, here is (end of) the conversation I had with support...


Welcome! An online representative will be with you shortly. You are number 1 in the queue. Your wait time will be approximately 0 minute(s) and 22 seconds. Thank you for waiting.
You are now chatting with 'Support Representative'
Support Representative: Thank you for contacting Customer Support, how may I help you?
es@yahoo.com: I want to be transferred directly to tournament representative Samantha
Support Representative: Sure, one moment please
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Tournament Representative'
Tournament Representative: Hi! This is Samantha, thank you for contacting our Tourneys department. What can I do for you today?
es@yahoo.com: its me
@yahoo.com: did you review the hand i pointed out
es@yahoo.com: the point of the disconnect? (probably 3 minute's pass)
es@yahoo.com: amazing....you get called out on how your site screwed me over and now i get nothing but silence right?
Tournament Representative: do you mean an email or the chat before
es@yahoo.com: either way
es@yahoo.com: i sat there for 15 minutes without a response in the previous chat
Tournament Representative: yes I saw it
es@yahoo.com: ok so what are we doing to fix it
Tournament Representative: I just sent to you the complete hand history
Tournament Representative: you had 1950 chips at the first disconnection
es@yahoo.com: and i sent you the hand that proved i had 13, 368 chips at the point of disconnect
es@yahoo.com: lmfao
es@yahoo.com: omg
es@yahoo.com: look
Tournament Representative: which is the chip equity time
es@yahoo.com: go to 15:54
es@yahoo.com: thats when i disconnected right at the break time
es@yahoo.com: then for some strange reason there is a 25 minute gap in hands
es@yahoo.com: at that exact point in time I had 13, 293 chips sitting in seat eight
es@yahoo.com: thats in the hand history, you want a screen shot?
Tournament Representative: ok, in this case, I'll send all the information to our programmers, for them to review the chip equity and correct it,
es@yahoo.com: so you agree?
Tournament Representative: by any chance do you have the stage number when you disconnected
es@yahoo.com: Stage #329652918
Tournament Representative: thanks
es@yahoo.com: ourney ID 5710222
s@yahoo.com: this is absolutely ridiculous you know
Tournament Representative: I completely understand your frustration Curtis, and believe me, if I could I would credit your account right now
es@yahoo.com: could have completely been avoided by not even putting the tournament on in the case of a maintenance
es@yahoo.com: or planning the maintenance properly
Tournament Representative: but in this case only our programmers can correct this
Tournament Representative: so I'll send the information to them and we need to wait for their response
es@yahoo.com: and how long will that take
es@yahoo.com: the original 6 hours has now turned into 14
Tournament Representative: I don't have a time-frame for that
es@yahoo.com: some sort of apology gift should be in order
es@yahoo.com: i shouldnt have to prove myself in the case of UB crashing
Tournament Representative: in this case we need to wait for the investigation to be completed
es@yahoo.com: well thats fine, but I want to be CC in the email sent to support so I know its been sent
es@yahoo.com: err programmers
es@yahoo.com: not that I doubt you, but I want to follow the paper trail in a sense
es@yahoo.com: and i wont be playing until its fixed
Tournament Representative: great
es@yahoo.com: whats great about it?
Tournament Representative: the positive attitude =D
es@yahoo.com: you must have me confused
es@yahoo.com: has the information been forwarded?
Tournament Representative: I'm composing the email
es@yahoo.com: please make sure I get a copy
Tournament Representative: definitively
es@yahoo.com: thank you and good night

so orignally six hours, it has now been 14.5 and there is no estimated time on when they will actually get their heads out of their @$$e$, but at least I got confirmation from their employee that I'm correct. This experience has really placed a shroud of doubt and unconfidence in their ability to operate though. Just sharing it so that others dont fall victim to it, or get screwed out of money that is rightfully theirs, according to THE SITE'S OWN rules! EGAD!

^^^^ these are may favorite chats! got the same from me and probably 100s of others haha but it is ridiculous how it happened with no warning. maybe put up a note that says site maintenance at so and so time???

UB is the worest poker room that i had ever know.