Software bug changes hand outcome. What should the site do?

[mosch]

I was playing a short-handed SNG when this situation arose:

blinds: 200/400

SB: 1310
BB/hero: 2620
UTG: 1070

Top two spots pay.

UTG goes all-in. SB folds.
I call. My buttons disappear, but there is no call. I get messages warning me that i am about to time out and be automatically folded.

I watch as I am automatically folded. My network connectivity was still fine, chat still worked, etc. Just that the call button did not work.

What should the site do?

[cestlavie]

This was on Party, right?

[mosch]

This was not on Party. I know better than to expect anything from Party.

[slim speedy]

They should tell you they will investigate the problem and then say that no evidence was found of any software bug, and thank you for playing on their site.

[mosch]

Well, I'm assuming that the real result will be something like that, but I'm just curious what the consensus might be in a situation where EV was definitely hurt, but not massacred.

My best estimates of UTG's push range show that the error cost me about 7% of the total prize pool, but asking for that would surely just confuse them.

[sonneti]

Refund the tourny fee's?

[flafishy]

Full Tilt, right? I've had that happen to me several times there.

[TruePoker CEO]

Nah, go ahead. I'd ask for a refund of my entry fee and buy-in ... it is simpler.

TruePoker CEO

[mosch]

I gave TruePoker CEO's idea a shot, the response:

---

Hi!

We have credited your account with ___ and our technicians are looking further into the problem, in order to prevent this from happening again.

Thanks you for your co-operation

Best regards

Daniel