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13 Oct 11
00:52
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Date Joined:
22 May 02
Unfortunately the issue with the Poker platform is ongoing.
We are working on having service resumed as soon as possible. Please accept our apologies for the inconvenience caused.
The Betfair Team
We are working on having service resumed as soon as possible. Please accept our apologies for the inconvenience caused.
The Betfair Team
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We are continuing to experience technical issues with Betfair Poker however we hope to have a resolution shortly. Our poker provider have made some required changes to the platform and are in the process of testing the fix before putting live.
We apologise for the inconvenience this unplanned downtime has caused you overnight.
We apologise for the inconvenience this unplanned downtime has caused you overnight.
The Betfair Poker outage has now been resolved following a fix deployed by our poker platform provider.
Customers can now log in and play.
We would like to sincerely apologise for this unplanned downtime and for the inconvenience it has caused you.
We will post a further communication regarding the outage shortly.
Customers can now log in and play.
We would like to sincerely apologise for this unplanned downtime and for the inconvenience it has caused you.
We will post a further communication regarding the outage shortly.
We’re pleased to confirm that the Betfair Poker site is now live and players are able to log in and play all game types.
We’d like to take this opportunity to apologise to our players for the lengthy downtime last night and give some insight into what happened. The downtime was throughout the entire Ongame network (our poker service provider) and affected all partners. It started at 22.18 BST and lasted until 07.45 BST this morning and was caused by a failing database server. It was resolved through a restart of all Ongame databases and subsequent lengthy testing of the service by Ongame engineers. Betfair remained on call with Ongame engineering staff throughout the night and we are now closely monitoring performance of the Poker service. Work is already underway to ensure that this specific (and rare) type of incident does not happen again.
For those customers who have funds trapped within the system, we are liaising with Ongame to ensure that players are refunded as soon as possible. Many refunds have already been applied, but we do ask our players to be patient as this work continues throughout the day. We’ll continue to update the forum here today on an expected final resolution time for this.
We’d also like to apologise for the lack of forum updates throughout the night which contravened our Customer Commitment policy (promotions.betfair.com/customer-commitme...). Please note that we’re reviewing our internal processes with a view to providing more regular updates if there is future downtime on Poker.
We’d like to take this opportunity to apologise to our players for the lengthy downtime last night and give some insight into what happened. The downtime was throughout the entire Ongame network (our poker service provider) and affected all partners. It started at 22.18 BST and lasted until 07.45 BST this morning and was caused by a failing database server. It was resolved through a restart of all Ongame databases and subsequent lengthy testing of the service by Ongame engineers. Betfair remained on call with Ongame engineering staff throughout the night and we are now closely monitoring performance of the Poker service. Work is already underway to ensure that this specific (and rare) type of incident does not happen again.
For those customers who have funds trapped within the system, we are liaising with Ongame to ensure that players are refunded as soon as possible. Many refunds have already been applied, but we do ask our players to be patient as this work continues throughout the day. We’ll continue to update the forum here today on an expected final resolution time for this.
We’d also like to apologise for the lack of forum updates throughout the night which contravened our Customer Commitment policy (promotions.betfair.com/customer-commitme...). Please note that we’re reviewing our internal processes with a view to providing more regular updates if there is future downtime on Poker.
An update to our players awaiting refunds here.
Ongame are continuing the refund process. We appreciate the patience shown by our players as we go through this process which we expect to be completed today. For more details on how Tournaments are refunded, please search for “refund” on the Help section of our Poker website (poker.betfair.com/en/help/) and see the section titled “How do you refund cancelled or disrupted tournaments?”
We will continue to provide updates throughout the day on this.
Ongame are continuing the refund process. We appreciate the patience shown by our players as we go through this process which we expect to be completed today. For more details on how Tournaments are refunded, please search for “refund” on the Help section of our Poker website (poker.betfair.com/en/help/) and see the section titled “How do you refund cancelled or disrupted tournaments?”
We will continue to provide updates throughout the day on this.
Update on customer refunds and compensation plans.
The vast majority of tournament have now been refunded back into player accounts. Once again, you can see the method used for refunding tournaments by searching for “refund” on the Help section of our Poker website (poker.betfair.com/en/help/) and by reading the section titled “How do you refund cancelled or disrupted tournaments?”. We’re still on track for refunding the remaining funds back into customer accounts by close of play today.
We’re also arranging compensation offers for players affected by the outage last night, details of which will be sent out tomorrow in the early afternoon. Please look out for an email from Betfair and remember to opt-in.
The vast majority of tournament have now been refunded back into player accounts. Once again, you can see the method used for refunding tournaments by searching for “refund” on the Help section of our Poker website (poker.betfair.com/en/help/) and by reading the section titled “How do you refund cancelled or disrupted tournaments?”. We’re still on track for refunding the remaining funds back into customer accounts by close of play today.
We’re also arranging compensation offers for players affected by the outage last night, details of which will be sent out tomorrow in the early afternoon. Please look out for an email from Betfair and remember to opt-in.
Ongame have now confirmed that all player refunds have now been made for both cash and tournaments affected last night. Should any player believe that there is a discrepancy with the amount refunded (and that this refund does not match the refund procedures, details of which are listed in previous postings), then please contact our Helpdesk.
Once again, Betfair would like to apologise to our players for the outage last night and for the lack of updates throughout the night. We are working to ensure that our internal processes are in place for more regular communication in future. In addition, Ongame are also looking to ensure that the cause of this outage does not repeat itself. We’d also like to thank our players for their patience while we refunded player balances today.
As noted previously, affected players will receive communication of compensation bonuses and a low buy in GTD tournament to run this weekend tomorrow. Please keep a look out for these.
This is our last forum update on the outage, player refunds and the player compensation bonuses. If you have queries on any of these, please direct them to our Helpdesk.
Betfair Poker Team
Once again, Betfair would like to apologise to our players for the outage last night and for the lack of updates throughout the night. We are working to ensure that our internal processes are in place for more regular communication in future. In addition, Ongame are also looking to ensure that the cause of this outage does not repeat itself. We’d also like to thank our players for their patience while we refunded player balances today.
As noted previously, affected players will receive communication of compensation bonuses and a low buy in GTD tournament to run this weekend tomorrow. Please keep a look out for these.
This is our last forum update on the outage, player refunds and the player compensation bonuses. If you have queries on any of these, please direct them to our Helpdesk.
Betfair Poker Team
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