For those of you who have been suffering from these terrible connection issues and also for the lovers of Stars support.
For someone who has worked in customer services in the past, I don't remember patronising your customer's intelligence as being a top of the list but maybe things have changed.
Hello Andrew,
Thank you for your patience in waiting for our response regarding your tournament refund request.
Earlier today, one of the major Internet Service Providers (ISPs), which provides a connection pathway to the PokerStars servers, experienced difficulties that caused connection problems for some of our players. As the ISP is a separate company, the issues were not within our ability to control.
However, everything appears to be back to normal at this time, and we apologize for any inconvenience caused by the connection issues.
We have reviewed your playing history for the tournaments in which you were experiencing some connection issues:
T# 855098014 - 7 USD
T# 854956852 - 7 USD
T# 855155408 - 7 USD
T# 855161616 - 7 USD
Total of : 28 USD
As we consider you a valued player at PokerStars, we have issued a credit of $28 to your account for the tournaments that were adversely affected.
Please understand again that we did not suffer any server-side problems or disconnection during these tournaments. Your issues seem to have been local to your computer or Internet Service Provider (ISP); otherwise many players would have been disconnected, and that was not the case.
Part of the inherent risk of playing poker on the Internet is the possibility that Internet connections may fail for any number of reasons. From a practical business standpoint, it is impossible for us to be responsible for the Internet connections of our players.
Rule 18 of our tournament rules states, in part:
"18. By participating in a tournament, a player accepts the risk of Internet disconnection, due to problems with the connection between their computer
and the servers, lag or freeze or some other problem in the player's computer or the Internet.
* a. PokerStars does not accept any responsibility for a player disconnect except in the case of a server crash."
The complete rule list is available on the PokerStars website:
http://www.pokerstars.com/poker/tournaments/rules/
For these reasons, we cannot make a practice of refunding tournament buy-ins in large batches of events like this and expect to continue running tournaments.
In closing, we appreciate your business and hope that you continue to enjoy playing at PokerStars.
Regards,
Fabian
PokerStars Support Team
Instead of advising players of a known issue they continue to collect the rake and hope players don't complain.
I logged in when the said the issue was fixed. It wasn't and I have claimed for further refunds.
Their twitter account notes an issue from the 22nd and I have spoken to players today who have been suffering since that date too.
If they admit culpability in anyway shape or form they open the flood gates for massive reclaims. I just hope for the day someone knocks them off the top/gives them some competition.
Last edited by streityboy; 01-25-2014 at 05:07 PM.