Betfair Poker Issues - Update 14:10 10/02

Login to our download and instant play Poker clients remain unavailable due to a technical fault with our third party supplier. Our engineering team are working with our third party supplier to resolve the issue; however we do not have an update of when the clients will be available.

Further update in 15 minutes.

We apologise for the inconvenience this is causing.

The Betfair Team

Update at 16.15:

The log in issue remains and our engineers are still on the call with our third party supplier to resolve this. We would like to point out that customers who were already logged in have not been affected and that the issue is affecting all customers from our third party supplier.

We will continue to give updates here as we get them.

Once again, we apologise for the inconvenience this is causing and appreciate our players patience.

The Betfair Team

Update at 17.00:

Ongame engineers have found the issue and are working on a solution to bring Poker back up. We will continue to post updates here when we get them.

The Betfair Team

Update: 17.20

The outage to poker is now resolved. Both the download and instant play clients are now available to log into.

We apologise for this unplanned downtime and will post an update with the reason once we receive this from our third party supplier.

Once again, we appreciate the patience shown by our players this afternoon.

The Betfair Team

Update 11.30 8/2:

Following yesterday’s issues with Poker, 457 tournaments were not paid out correctly. Our third party supplier is processing these payments now but we cannot give an exact time for when all missing payments will be in the players accounts.

We will continue to update here when we get more information on resolution here.

The Betfair Team

Update 16.00 8/2:

Of the 457 tournaments which did not pay out, there are 100 left unpaid. Our third party supplier estimates that the payouts for these will be completed by 6pm UK time.

We will continue to update here as we get more information.

The Betfair Team

Update 09.45 09/02:

Please note that all refunds from Tuesday’s Poker outage has been made apart from 7 tournaments that are under investigation. These are being treated with priority by our third party supplier.

The affected tournaments are:

$5.50    Texas Holdem Fixed Limit
$1.20    Turbo Qualifier to $10+1
$8.00    Qualifier to $50+4
$22.00    Euro GP Turbo Qualifier
$5.50    $1,500 PL Omaha Rebuy
$5.50    $320 Live Event Turbo Rebuy Qualifier
$14.70    Super Step2 GSOP Live Coinflip

We will continue to post here with updates on the resolution for these.

If you have queries about refunds to your account following the outage, please continue to get in touch with our helpdesk who will be able to follow up with our third party supplier.

Telephone:

UK  0844 871 0000
Australia 1 300 238 324
Ireland 1 800 944 000
International +44 203 059 8888

Email: pokerinfo@betfair.com

The Betfair Team

Our third party provider has now completed an in-depth review of the outage to Poker log in on Tuesday 7th February. As part of our Customer Commitment and Outage policy, here are the details behind that outage and steps taken to prevent this happening again in the future.

The outage was caused by a failure of the database which subsequently caused the log in from all partner sites to fail. The log in was disabled for 2 hours and 20 minutes however logged in players were able to continue playing. As a result of this database failure, 457 tournaments were not paid out correctly.

Following a review of the database failure, our third party provider will be initiating required upgrades to the database and implementation of several early warning systems to ensure that should there be similar issues in future, the service is restored more quickly. All unpaid tournaments have now been refunded.

Betfair will remain in close contact with our third party provider to ensure that the risk of this issue reoccurring is reduced and that the relevant fixes and upgrades are implemented at the earliest opportunity.

The Betfair Team