I am not a happy camper. Note my email exchange below. It is low stakes, but there is a principle involved. Please read from the bottom up. Has anyone else had this problem? I suspect my response will get ignored (I also called them and got nowhere)
>>>>>>>>>>>>>>>>>>>>
Folks, I would ask that you reconsider this issue. If I had a connection issue at my end, I would not be writing this email.
I had no problems playing before and after the ADD-ON. I had no problems with rebuying four times, so your rebuy/add- on server worked fine.
But it did not work when I did an ADD-ON. As I said, Player #77 mentioned this in the chat log during the rebuy period. So did I. I said "DITTO."
You can check the chat logs and you will see this comment during the add-on period (I might add that I attempted to add-on at the beginning of the add-on period).
This is not right. This is different than a computer freeze at my end, which has happened on very rare occassions.
Can you OR A SUPERVISOR please reconsider.
I have been a regular player and I would hope you could resolve this in an ethical manner. This is not right.
Thank you for your consideration.
Please respond again.
Me
On 4/9/2012 2:25 AM, Bovada Poker Customer Service wrote:
> Dear Me
>
> Thanks for contacting Bovada Poker Customer Service.
>
>
>
> We acknowledge your concern regarding the tournament that you played which is the $1,500 Guaranteed (Turbo Rebuy) with Tournament Id 776113. Upon checking the said tournament, we see that the other players were able to make an add-on during the first break.
>
>
>
> We do understand how frustrating this issue must be for you but would like to take this opportunity to assure you that this matter is directly related to connection lags. A review of your account shows that you inability to add-on was due to the numerous connection lags that you have been experiencing during your game play. It appears that your bandwidth was not sufficient to operate the table and bring up the add-on option when it was to be available.
>
>
>
> In order to run the Poker games without experiencing connection issues you may want to consider some system maintenance to try to keep your connection to our network servers as strong as possible. We recommend cleaning out your computer on a regular basis. This can include clearing your Internet cache, de-fragmenting your computer, or even having it professionally cleaned out. As well, simply turning it off at least every few days will help to free up memory on your computer. If you are low in memory, your computer may not process the software in real time, which is essential for online poker as you only have 28 seconds to respond when playing your cards. Running other programs while you play poker will have the same effect because your processor is trying to keep up with all applications.
>
>
>
> Again we do understand your concern that these issues may be originating from our end; however, when one player experiences connectivity issues, and the game continues on with all other clients still being able to take action when it is their turn, the problem obviously originates from, and is isolated to, that one player. At this time we will not be able to honor your request for reimbursement.
>
>
>
> Our Poker Customer Service Team is available by phone and e-mail at
poker@bovada.lv 24/7 to help if you need anything else.
>
>
>
> Thanks,
>
>
>
> Poker Customer Service
>
>
poker@bovada.lv
>
>
> April 5 - April 15:
> Win a $12,000 Main Event Prize Package. From April 2 to June 24, play in daily qualifiers or buy in directly to a weekly satellite.
>
>
>
>
>
> --- Original Message ---
>
poker@bovada.lv
> Subject: complaint -- please rectify
>
> Dear Bovada:
>
> I play regularly (every evening) at your site.
>
> I just got done playing in your 12:30 AM R/A H/E tourney.
>
> I paid the $5. entry fee and rebought 4 times for a total of $25.
>
> During the add-on period, I attempted to pay $5 more for the much-needed
> $7500 in additional tourney chips.
>
> I clicked add-on, confirmed it, and nothing happened. The box then
> greyed out. I never received the chips.
>
> A player to my immediate right, #77, also had this problem and commented
> in the CHAT. I agreed and added the comment, "ditto." You will see this
> comment.
>
>
> This is not right. I have not had any previous problems with your
> software, but this in fact is a failure at your end.
>
> Since I was unable to have the opportunity to take advantage of the
> add-on, which was entirely your fault (there were no connection
> problems), I would like my fees ($25.) refunded to my account.
>
> Sincerely,
>
> Me
>