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Anyone been reimbursed yet? I phone the help desk y'day (about 5pm)and they tell me it's an issue with Ongame and they will sort it out and an e-mail will be sent later that day, refunds issued etc. So I say, "I won't need to get in touch with you again then?" and the woman replies, "No you won't."
Now it's today, no e-mail, no refunds. First day back playing seriously on the site and this happens. Why say these things if you can't guarantee they will happen? The phone calls are recorded aren't they BF Poker Manager? One for you too look into and get back to me on. And I don't want any excuses or things made up like last time. (rockme)
Now it's today, no e-mail, no refunds. First day back playing seriously on the site and this happens. Why say these things if you can't guarantee they will happen? The phone calls are recorded aren't they BF Poker Manager? One for you too look into and get back to me on. And I don't want any excuses or things made up like last time. (rockme)
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I have emailed him to chase this up so hopefully it will be sorted ASAP.
Can you tell me, betfairpr, what the outcome is when you cash in a tourney but were disconnected by betfair during it and so lost blinds and therefore maybe you could have cashed more or even won? This happened when you disconnected me along with others this week. And I know it was you for certain because I was playing a ipoker mtt at the same time and I was okay there. I did not lose much, but it is annoying when every chip counts!
And before you say I should phone the help desk, they have told me so often the wrong answers that I would not believe them if they did tell me something. It is especially annoying that the worst person on your helpdesk always answers the phone, probably because their stock reply is 'I will refer this and phone you back' so they are available to pick the phone up most times, but without helping people. Of course they never do phone you back. If I get this person I put the phone down. I know you have said to name names and dates etc, but I really cannot do this as it is someones job and maybe others feel like me so are reluctant to do this.
And before you say I should phone the help desk, they have told me so often the wrong answers that I would not believe them if they did tell me something. It is especially annoying that the worst person on your helpdesk always answers the phone, probably because their stock reply is 'I will refer this and phone you back' so they are available to pick the phone up most times, but without helping people. Of course they never do phone you back. If I get this person I put the phone down. I know you have said to name names and dates etc, but I really cannot do this as it is someones job and maybe others feel like me so are reluctant to do this.
Annie - does this help? Taken from the Help section of the poker website:
How do you refund cancelled or disrupted tournaments?
Firstly, it’s important to note we will always endeavour to refund a tournament as fairly as possible. We understand that not all refund policies are fair for all players. To facilitate the fairest possible refund we have developed a new system that puts the refunds at the hands of our 24/7 operation. Below are the three algorithms we have to date, each of these can be selected on any tournament and previewed for the fairest refund possible.
1) The buy-in will be refunded back to all players. If a player bought in with a ticket then they will get their ticket back, if they brought in with cash then they will get their cash back. If a player made a Re-buy then their Re-buy funds will be refunded as well. The refund ‘pool’ is the actual tournament prize pool. Any guaranteed cash, added cash or guaranteed tickets are not covered in this refund; only the direct buy-in will be refunded.
2) Fee returned to the remaining players. 50% of the prize pool will be equally distributed to all remaining players. The other 50% of prize pool will be distributed to the remaining players according to their chip stack in comparison with the tournaments total chip pool.
3) If players are in the money then a different refund rule could be used. Fee returned to all remaining players. All the remaining players will get the next positional prize from the payout structure. Then 50% of the remaining prize pool will be equally distributed to all the remaining players. The other 50% of remaining prize pool will be distributed to the remaining players according to their chip stack in comparison with the tournaments total chip pool.
In all cases, the players that have already been knocked out will not be compensated. For these players there is no disruption to their tournament; they played out a normal tournament and were knocked out without any negative effects from the tournament.
Examples:
A 100-player tournament, costing $10+$1 buy-in.
1,500 chips per player, totalling 150,000 tournament chip pool.
$1,000 prize pool, paying out the top 10 positions.
1) The tournament has only been running for a little while and no one has busted out. This is a candidate for refund option 1, with each player refunded the total amount of their buy-in. If they bought in with a ticket they will get a ticket instantly refunded back to their account. If they used cash, they will get a cash refund instantly back on their account. Should any of the player have made a Re-buy during this time they will also get their Re-buy money refunded to their accounts.
2) Some players have busted out of the tournament but the prize pool has not yet been reached. This is a candidate for refund option 2 and players will be refunded so. E.g. 50 players remain; you have 5,000 chips and are in 16th place.
The fee is refunded to all remaining players, so you get $1.
50% of the remaining player prize pool ($1,000) is refunded evenly to all 50 remaining players. Thus: 50% of $1,000 ($500) divided by 50 players means you receive $10.
The other half of the player prize pool is distributed between the remaining players based on their current chip stack vs the total tournament chip pool. You had 5,000 and receive ($500 X 5,000/150,000) $16.68.
Therefore, in total you will receive a cash refund of ($1+$10+$16.68) $27.68.
3) A lot of players have been knocked out and the prize pool has been reached. There are eight players left and you are in 4th place with 20,000 chips.
The players’ fees are refunded back to each player, so you get $1.
The next prize to be handed out in the payout structure is $50 and this same prize is given out to the eight remaining players, so you get $50.
The remaining prize pool now calculates to $1,000 minus the 8 x $50 refunds and minus the 9th and 10th place position payouts that got $20 and $30 respectively. This leaves a remaining prize pool of $1,000 – (8 x $50) - $20 - $30 = $550.
50% of the remaining prize pool gets distributed evenly to the remaining eight players. Thus: 50% x $550 / 8 = $34.38 to you.
What is left of the prize pool is distributed between the eight remaining players based on the chip stack vs the tournaments total chip pool. You had 20,000 chips and the total tournament chip pool is 150,000. Therefore, $275 X 20,000/150,000 = $36.67 paid to you.
In total your refund from this tournament would be ($1+$50+$34.38+$36.67) $122.05.
How do you refund cancelled or disrupted tournaments?
Firstly, it’s important to note we will always endeavour to refund a tournament as fairly as possible. We understand that not all refund policies are fair for all players. To facilitate the fairest possible refund we have developed a new system that puts the refunds at the hands of our 24/7 operation. Below are the three algorithms we have to date, each of these can be selected on any tournament and previewed for the fairest refund possible.
1) The buy-in will be refunded back to all players. If a player bought in with a ticket then they will get their ticket back, if they brought in with cash then they will get their cash back. If a player made a Re-buy then their Re-buy funds will be refunded as well. The refund ‘pool’ is the actual tournament prize pool. Any guaranteed cash, added cash or guaranteed tickets are not covered in this refund; only the direct buy-in will be refunded.
2) Fee returned to the remaining players. 50% of the prize pool will be equally distributed to all remaining players. The other 50% of prize pool will be distributed to the remaining players according to their chip stack in comparison with the tournaments total chip pool.
3) If players are in the money then a different refund rule could be used. Fee returned to all remaining players. All the remaining players will get the next positional prize from the payout structure. Then 50% of the remaining prize pool will be equally distributed to all the remaining players. The other 50% of remaining prize pool will be distributed to the remaining players according to their chip stack in comparison with the tournaments total chip pool.
In all cases, the players that have already been knocked out will not be compensated. For these players there is no disruption to their tournament; they played out a normal tournament and were knocked out without any negative effects from the tournament.
Examples:
A 100-player tournament, costing $10+$1 buy-in.
1,500 chips per player, totalling 150,000 tournament chip pool.
$1,000 prize pool, paying out the top 10 positions.
1) The tournament has only been running for a little while and no one has busted out. This is a candidate for refund option 1, with each player refunded the total amount of their buy-in. If they bought in with a ticket they will get a ticket instantly refunded back to their account. If they used cash, they will get a cash refund instantly back on their account. Should any of the player have made a Re-buy during this time they will also get their Re-buy money refunded to their accounts.
2) Some players have busted out of the tournament but the prize pool has not yet been reached. This is a candidate for refund option 2 and players will be refunded so. E.g. 50 players remain; you have 5,000 chips and are in 16th place.
The fee is refunded to all remaining players, so you get $1.
50% of the remaining player prize pool ($1,000) is refunded evenly to all 50 remaining players. Thus: 50% of $1,000 ($500) divided by 50 players means you receive $10.
The other half of the player prize pool is distributed between the remaining players based on their current chip stack vs the total tournament chip pool. You had 5,000 and receive ($500 X 5,000/150,000) $16.68.
Therefore, in total you will receive a cash refund of ($1+$10+$16.68) $27.68.
3) A lot of players have been knocked out and the prize pool has been reached. There are eight players left and you are in 4th place with 20,000 chips.
The players’ fees are refunded back to each player, so you get $1.
The next prize to be handed out in the payout structure is $50 and this same prize is given out to the eight remaining players, so you get $50.
The remaining prize pool now calculates to $1,000 minus the 8 x $50 refunds and minus the 9th and 10th place position payouts that got $20 and $30 respectively. This leaves a remaining prize pool of $1,000 – (8 x $50) - $20 - $30 = $550.
50% of the remaining prize pool gets distributed evenly to the remaining eight players. Thus: 50% x $550 / 8 = $34.38 to you.
What is left of the prize pool is distributed between the eight remaining players based on the chip stack vs the tournaments total chip pool. You had 20,000 chips and the total tournament chip pool is 150,000. Therefore, $275 X 20,000/150,000 = $36.67 paid to you.
In total your refund from this tournament would be ($1+$50+$34.38+$36.67) $122.05.
Thanks, Shosum1, for that information
Unfortunately though it seems to concern only those competitions that have been totally disrupted. Mine was only off for about five, ten minutes and so I just lost chips. But when they took me back to the table everyone else was still playing so it looked like I was the only one who lost chips, but obviously I cannot be sure.
I am not that bothered about this instance but would like to know for future reference.
Unfortunately though it seems to concern only those competitions that have been totally disrupted. Mine was only off for about five, ten minutes and so I just lost chips. But when they took me back to the table everyone else was still playing so it looked like I was the only one who lost chips, but obviously I cannot be sure.
I am not that bothered about this instance but would like to know for future reference.
Thanks Shosum1 (do you want to work on our help desk?)
Annie in your case it would be referred to Ongame to check how much you were affected during the time the site was down.
But what happens though? Say I lost 2000 chips when I had 10000, which could have meant that I maybe would have cashed out higher, what do they do then?
Annie - I cant give you an exact answer. It would depend on how many hands you were dealt, what position you were,how many people were affected,how long you were out for etc etc
If it was deemed significant they would probably give you the buy-in back and if you were deeper in the tournament they would would make a judgement call.
If it was deemed significant they would probably give you the buy-in back and if you were deeper in the tournament they would would make a judgement call.
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