PokerStars crashed and lost last hand's results

[Jigsaws]

Blegh. No monies for me. Apparently Stars froze exactly between the showdown of my hand and before the next hand was dealt.

[ QUOTE ]
Thank you for your email.

When problems with our server occur in the middle of a ring game hand, the
hand is simply cancelled and the funds returned to your PokerStars
account. It seems likely that this is what has occurred here.

Even though it may appear to you that you won the hand, the hand was not
actually completed. A hand will not be completed until dealing for the
next hand commences.

If you have any questions about this, please let us know.

[/ QUOTE ]

[Guthrie]

[ QUOTE ]
Brilliant error messages by the way, after a while:

[ QUOTE ]
Multiple failures trying to establish physical connection.

[/ QUOTE ]

[/ QUOTE ]

Supernova Elites are allowed to use psychic connections.

[ArgusSpets]

WTF WTF WTF WTF... I run amok seriously... here you go for all the "give them time to sort it out"...

Emails (read from bottom to top):


What the [censored]. You are kidding me?!? I want to talk to one of your officials... because I am serious ripped off and pissed off infinite... so you want to tell me seriously that when YOUR SERVER CRASHES because of whatever problems YOU HAVE... that you keep ALL the money which is in the pot on the table and neither player gets it back (because Im sure the guy who LOST the pot did not get any money at all either... which is only correct... the money was allready shipped to me). That would be dozens of thousand dollars YOU KEEP WHEN YOUR SERVER CRASHES? This is something ripe for documentary in television... and believe me Im seriously pissed off so Im not only to cash out all my money and my points and youll never ever get rakeback again off me but Im trying everything to get your job and pokerstars in serious trouble (allthough I doubt I can because its such a large company etc.).

As I said I want to talk to one official manager or something... and Im certainly going to get something moving (there have to be some online rights belonging to online gambling etc.)... WTF youre stealing MY MONEY...


xxxxxxx xxxxxx














> -----Ursprüngliche Nachricht-----
> Von: "PokerStars Support" <support@pokerstars.com>
> Gesendet: 18.07.07 17:29:18
> An: xxxxxxxxx@xxx.de
> Betreff: RE: crash after scheduled downtime


>
> Hello xxxxxx,
>
> Thank you for your email. Unfortunately the system only counts hands that
> were fully completed prior to the site disruption. A hand is only counted
> as being completed when the cards for the following hand is dealt.
>
> As a result, the pot that you saw being awarded will not have been
> completed prior to the site disruption and will not have been counted. As
> the hand was not completed we do not have any record of it and we are not
> able to issue refunds on such hands.
>
> We apologise for the inconvenience.
>
> Regards,
>
> ScottW
> PokerStars Support Team
>
>
>
>
> ----- Original Message -----
> From: xxxxxxxx@xxxxx
> Sent: 2007/07/18 09:53:05
> To: support@pokerstars.com
> Subject: crash after scheduled downtime
>
> >I lost the connection to pokerstars due to a server problem probably (it
> was right after the scheduled downtime today). Before the server crashed I
> won an 140$ pot on a NL200 table with 44 which flopped A34. I wasnt
> credited the 140$ when I was able to reconnect again (and see the
> cashier). I am supposed to get that money back immediately and I have no
> intention of writing further emails or discussions... Im super sour and
> not in the mood to. I pay like 15k$ rakeback every month and the server
> crashing on its own (after selecting tables etc.) is super frustrating...
> but beeing ripped MY MONEY IS HILARIOUS... WTF... (the hand was completed
> and the money was drawn to my side of the table... then the tables froze).
> I want it back immediately. (I dont even know if there were other hands I
> won and I wasnt credited because I played 6 tables at the time - please
> check that).
> >
> >xxxxxx xxxxx

[ArgusSpets]

and now?

[Noodles.]

Same here, I said they missed my last hand and I got some random report back with my playing activity for the day and no answers. Anyway my lost amount is very small, but still I don't like it.

[Noodles.]

Thank you for your email.

In the rare event that our poker room server crashes, all transactions
will be posted to your online PokerStars account at the completion of each
hand. When a hand cannot be completed for any reason, all of the players'
accounts will be restored to the way they were at the beginning of the
hand.

For more information regarding our Poker Room rules, I invite you to check
out this link:

http://www.pokerstars.com/poker/room/

I hope I have helped to alleviate your concerns. If you have any other
questions, please let us know.

[ILuvRiver]

Ok, you got me.

Maybe giving them a bit of time is NOT going to sort the problem out. My apologies.

Not quite sure why you felt the need in ur first email to be all like "I pay $15k in rakeback p/m" tho. Do you think this entitles you to a different response to everyone else or something?? Are they supposed to be impressed? Are WE supposed to be impressed?

I feel for you dude, really I do, but sending support stupid threats, accusing them of being thieves and cheats before you have all the info is just DUMB.

(you should have waited until AFTER they told you you weren't getting a refund LOL).

Seriously though, doubt you have a leg to stand on here, its probably in the T's&C's somewhere (most things are). Where's that Sciolist guy from Stars when u need him?????

[Noodles.]

[ QUOTE ]
Ok, you got me.

Maybe giving them a bit of time is NOT going to sort the problem out. My apologies.

Not quite sure why you felt the need in ur first email to be all like "I pay $15k in rakeback p/m" tho. Do you think this entitles you to a different response to everyone else or something?? Are they supposed to be impressed? Are WE supposed to be impressed?

I feel for you dude, really I do, but sending support stupid threats, accusing them of being thieves and cheats before you have all the info is just DUMB.

(you should have waited until AFTER they told you you weren't getting a refund LOL).


[/ QUOTE ]
Do realize that there are two different people complaining in this thread [img]/images/graemlins/wink.gif[/img]

[Cornell Fiji]

ArgusSpets,

I am glad that Pokerstars is not rewarding you with a pot after the immature tone that you took in your emails.

They have a very clear policy in place for errors like this and in the long run you will break even as a result of server failures. Sometimes you will have AK on the A34 board where your opponent has 44 and you will save your stack. Regardless WRITING [censored] OMG like THIS!!!!! will never garner you any favors and only makes you look like a fool.

[ILuvRiver]

Sorry Noodles, I wasn't refering to you.

From what they are saying in their email to you, it looks like they just cancelled the last hand and put it back into your account. Am I reading that right? like that hand was never played. If so, at least it's SOMETHING. I know that by rights you WON that hand, but at least they havent just turned round adn said, haha, its OUR money now, muwhahaha.