Hey TaiwanUP,

I am putting together a report so that the poker team can review this. Rest assured that something like this will certainly get top priority on their list.

Would you be so kind to share the hand number from your hand replay feature or in the pictures you took?

You can post it here or send it to me via Private Message.

Thanks,
Chris

Hi Patrick95,

Could you send me your poker nickname via private message so that I can have the payments team review that. Rollover sounds as if there is a Sportsbook bonus tied to your balance. I can confirm that with them and let you know the process to continue with your withdrawal request.

Thanks,
Chris

The hand-numbers as shown in the screenshots are:
#1160080648
#1160084090

Shall I be expecting a refund as well?

Hey TaiwanUP,

I asked again today and they shared a few findings with me. It appears to be a display issue related to the way that tables are setup and possibly also related to your operating system. The issue occurs when your opponent wins the hand but you can rest assured that it is not something a player can influence in the hand.

I've been assured it is an isolated incident and they are trying to replicate it to get to the root cause of the display issue. It would help greatly if we could retrieve your player logs to speed up this process. I will send you a private message with details on how to do that in case you are keen on assisting with this process.

Based on the fact that a display issue has been identified I see no reason why you wouldn't be entitled to a refund of those hands. Will escalate to them and get back to you.

Thanks for taking the time to send this detailed information!

Chris

can anyone explain what/how the "all in cashout" works? is it just the equity of the pot you have at the certain point in the hand?

Hey WSP,

That is correct. You basically cash out the equity of your hand when facing an all-in situation.

Here's a video that explains it a little bit more in depth: https://www.betonline.ag/poker-all-in-cashout

Hope that helps.
Chris

Do both players need to accept to cash out option?