[anuj]

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fwiw my experience with cake customer support has been great for me. I don't play tournaments there, but they have (on more than one occasion) awarded me the value of the pot when technical problems arose on their end.

I don't play tournaments though, and have no idea what OP is talking about.

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Well, for starters, there's a line in the middle that addresses what you are talking about:

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they would have pocketed at least $300,000 per month with LITTLE damage to their reputation (remember they are responding promptly and giving prompt refunds).

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And, also, this is regarding tournaments, which you don't play.