cant log back in, nice website you guys have

I expect a full refund for the all the Sunday buyins plus the itm I already got in... it is the least they can do.

Support is inexistent. Live chat is a hoax, emails are never answered. The boss tweets me saying he is not online and keeps tweeting about football. No one cares! What a joke.

Feel free to retweet

I sent tweets to Dave Mason and BOL earlier about the promotion that s**t the bed, and no response.

Down again for me today. This is ridiculous.

I didn't play yesterday. After investing $700 on the Sunday session to see all my deep runs (for 10K plus) stolen from me didn't feel like it.

Will wait to see if they refund to reconsider playing. Right now I am inclined to withdraw all the money and move on.

Same happened to me in the $22 buy in 4k PKO, I called customer service and they said they would review my account and get back to me which they never did. I called again today and they said to use the live chat instead:

You at 10:24, Jan 19:
On Sunday 1/17 I was playing the 12:45 4K PKO with a $22 buy in. I was deep in the tournament on my second buy in when my table was closed and my new table would not open. I finally logged out and was unable to log back in. I had over 23 big blinds and $55 in bounties at the time. I was forced to sit out on hand 707732297 and was completely blinded off into 17th place before I was able to log back in. Looking at the hand history, it appears this happened to several people while others were able to just keep steeling blinds and eventually the bounties. How am I to be compensated for this?
Read
Mandy at 10:26, Jan 19:

Hello Doug, please give me a moment as I look into this
You at 10:26, Jan 19:
sure
Delivered
Mandy at 10:30, Jan 19:

Your patience is appreciated. I will be with you shortly.
You at 10:31, Jan 19:
ok
Read
Mandy at 10:39, Jan 19:

Hello Doug, thank you for your patience. I have put in a request for a senior to review the matter. Once they've concluded their review, they shall inform you of their findings and action that is taken/shall be taken

Here is their email response:
Good day Doug,



My name is Carey from Player services, I hope this email finds you well.



I have received your poker review request and have checked the account and see that your were only inconvenienced in that one hand and played the others and even received a pay out from the tournament, please note that we refund the buy in when you are not able to play a single hand at all and the system will show the status back end, therefore there is no refund due.



Regards

Carey

What a joke, if I don't at least get my bounties I'm taking my play somewhere else.

Hi guys I was away last week.

Just be aware I have nothing to do with refunds. There is a dedicated team that deals with this so putting your complaints in this particular thread wont help you. Sorry on this occasion im pretty useless

I completely disagree. Everyone that is not refunded please post everything. Customers need to see this. While it may not help you individually it will help new customers decide on whether they want to play on a site that doesn’t give refunds when their site malfunctions. They need to be held responsible for every penny. I would even advise you to post your complaints once a week on twitter or wherever you can. I mean if you aren’t going to get refunded then at the very least you should try and hurt their bottom line even if it’s minimal

I just meant not in this thread. You can post anywhere else of course. I just meant this particular thread

Who would be the correct person to contact? Because from personal experience and the experience of numerous other people who post in these threads, Live Chat and the phone contact do not help whatsoever. Then when you reach out to BOL on Twitter, you get no response.

Customer service as they deal with the department in charge. Im just informing you that I cannot help and have no power in which to do so.

Hey Dan,

So your title is "Tournament Director" but when multiple tournaments have a glitch and people get hosed your response is "not my department"? What a joke you are.

Doug

i dont think bol is interested in rectifying this situation anyone have contacts with joeingram1 aka papi so we can get this cleared up. Before anyone else gets cheated!

I renew my request of more midstakes PLO and PLO8 tournaments, please. There are quite a few of us who would love to expand our non-NLHE schedule and BOL looks like a decent option.

Specifically 6pm - 2am CET would be great, that's when most other sites have them, too.

Too late to edit, but a PLO speed hunter would also be very successful, I believe.

Nothing will be successful if they refuse to give refunds when their software glitches. It’s not the biggest site either in terms of player volume. Might want to hold on to the players you have

Thank you for your concern. Not like I have read it 20 times before and it's completely beside the point.

Dan, good to see you back. You said previously that you think of yourself as honorable and try to be good for poker. This is your chance to prove it to us.

You worked 8y on a company with the worst history of servers uptime on all networks but they did something out of it, they set an industry standard. When s*** hit the fan they stopped arguing and deflecting, they own their mistakes, they just pause/cancel all tournaments running at the time of failure, refund buyins. reentries. rebuys and addons on those not ITM and ICM chop those ITM at that time, automatically, because costumers come first. It's a pain to grind for 8h to get a buyin back and it is not ideal but it is a way to be honorable and fair.

So you think this is not your job? Make it so! You are in the privileged position to demand change, to demand respect for players, to make this a better network... to demand what is needed for you to make a better job. Show your bosses that you are more than a schedule manager. They will thank you later, so will we.

This moment will define you as a Tournament Director and will define player's attitude towards BetOnline.

Hope you reflect on this and don't just ignore it. Be the change, change the protocols and policies for when outages happen again, because they will.

Also, please put a word in about costumer service, they are the ones that are useless (live chat waiting for hours, no replies to emails, out of context answers, totally unprepared people and so on).

Kind regards.

latest update now customer service says i wasn't affected although i was disconnected for an hour and a half

poker claim - [MO202101961442]
Inbox

cs@betonline.ag
12:54 PM (22 minutes ago)
to me

Dear Dustin



This is Gary from Player Services, I hope this email finds you well.



The reason of this email is to inform you that your tables were not among the affected ones and in out tournament you place 25th and won $685.20 and those funds were added to your account and we do apologized for any inconvenience.











Thank you for choosing Betonline



Sincerely,

Gary

Player Services

Betonline

VARICO11,

Did you take screenshots of the tournaments affected by disconnects? If so, I would PM Mike on here and see if he can help.

@Betonlinedan as tournament director, how do you feel about what happened Friday night 1/17?

Sure, understood that you do not process or approve refunds. But you are the tournament director and the appropriate person to explain to those in charge of the refunds that the claims by the players disconnected are probably valid. If not you than who?

Exactly this! 100%.

I wasn't affected by what happened but would be pissed if I was and got the responses others did from customer service and a deaf ear from Dan. Like seriously, you're a tournament director, surely you have some sort of communication with the department in charge of refunds (refunds of tournaments, you know, the very thing you were hired to direct).

Even if ultimately the refunds aren't approved by you, don't you think you owe it to the player base to try to rectify the situation, as a sign of goodwill? Instead of saying "well, I'm pretty much useless" guys? Can't you say "I will do my best to have those affected to be compensated accordingly for the situation that was completely out of their hands" or something to that affect?

The problem I see here is twofold. One, it is quite apparent the customer service department doesn't understand poker tournaments in much depth, if at all. A player had bounties when he couldn't reconnect and they said he got paid out fairly even the bounties weren't accounted for. Two, it's this attitude of "I'm just the tournament director, it's a different department than mine, I'm useless durr hurr hurr."

I don't think it's that they don't understand, they just play stupid until you get frustrated and give up. Unfortunately most poker sites do this, even WSOP in Nevada. The only site I've ever played that really tried to make things right for the player was Ultimate Bet in Nevada and they didn't last long