Poker
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There have been several announcements on the forum in the last couple of days regarding the temporary loss of service to our poker product.
Our communication over these outages has not been as good as we would like, and for this we would like to apologise.
We appreciate your custom and understand that these outages can be frustrating and a major inconvenience.
The issues to Betfair Poker have now been resolved and we have flushed back ALL trapped funds to players’ accounts as well as ALL outstanding credits relating to tournament re-buys.
If you still think that you are owed money we would be happy to discuss them with you on an individual basis.
Please contact our help desk if you have any further issues
pokerinfo@betfair.com
Thanks
Poker Team
Our communication over these outages has not been as good as we would like, and for this we would like to apologise.
We appreciate your custom and understand that these outages can be frustrating and a major inconvenience.
The issues to Betfair Poker have now been resolved and we have flushed back ALL trapped funds to players’ accounts as well as ALL outstanding credits relating to tournament re-buys.
If you still think that you are owed money we would be happy to discuss them with you on an individual basis.
Please contact our help desk if you have any further issues
pokerinfo@betfair.com
Thanks
Poker Team
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Replies: 27
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can you give us a reason why we shouldn't go join a different ongame network poker site?all i can see are benefits such as
i) no other ongame site has as many loss of services as betfair does ii) there would be a depositors bonus iii) could keep sports and poker accounts seperate which many would prefer i think ive talked myself into joining a different ongame site. |
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I think the best move they could make would be too sell the old betfair software then they wouldnt have to deal with poker cause darn near every player would play on the old software...players that prefer ongame could go to a different skin...
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I've got to be honest Betfair in the past I played a lot here and then stopped for a good year. I've recently come back to the tables and I must admit it’s still as bad as it use to be. Nothing has changed in all fairness. How can this still be happening so regularly?
I even went to one of your meetings a few years back when you were telling us how the merge was going to be this and that but none of that was true as you've proved to have continuous problems. None of the other skins seems to have as my problems as you do, maybe a new lot of technicians is in order as something obviously isn’t right. And remember you should always listen to what you customers want, they are the people who are paying YOUR wages! Rant over!!! 213 |
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Every time there's an outage I just go and play somewhere else for the rest of the day. In the last 3 days I've paid 19$ in rake to Betfair. In the same 3 day period last month I paid 92$ in rake.
Not massive sums in the grand scheme of things, but if others are doing the same it isn't rocket science to see how badly these outages will be affecting turnover. I will still play here because the standard is bad,the traffic is good, and I have a great rakeback deal, but it is getting harder and harder to tolerate the outages when they are so regular and refunds are so slow coming back to the account. |
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They make that much money through all the sports betting that they really and truly aint that bothered if they lose a few thousand in rake on the poker side with the outages, and like you said Chip,one of the reasons you still play here is because of the rakeback deal you have. I think thats the reason the majority of Betfair players still play here. That along with the quick cashouts are the only reasons ive played here even though imo its the worst software in all the years weve had online poker!
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OUTAGE..MAR 5 APOLOGY...POSTED MAR 8....BF PR WROTE THE POST THEN MAILED IT TO HIMSELF THEN POSTED IT ON PC...3 DAYS TO POST AN APOLOGY WHEN ITS THEIR OWN FORUM...I THINK THAT SAYS ALOT
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To be fair to BF PR, he is only human, and he doesn't work 24/7. A lot of his work is done around corporate events taking place on a weekend or at night, and the forums are a pretty small area of his work.If it's taking him a couple of days to respond, its normally because he isnt at work.
I think he is one of the few people that actually seem to give a sh1t about poker on the site and pretty much our only portal when it comes to communicating with the people running the show. As JC rightly says poker is a very small earner for Betfair overall, and the majority of their profit comes from the exchange, and like the high street bookies via the low maintenance, high turnover abomination that is arcade/casino. Obviously in their ideal world BF would rather we were all sat there pishing away money playing roulette where they get to keep everything, than playing poker where they only get to keep a portion. Alas thats how business and capitalism works. BF PR is like the rest of us, he's tied to the decision making made by people higher up the food chain and is left with the job of making the best of a bad job. Ultimately he shouldn't have to be apologising because the fking crap should work in the first place, and an outage should be an exception, not the Monday morning norm. |
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Thanks Chip
I have been off work this week with an impacted and infected wisdom tooth. Its not an excuse it just means I have had lots of work to catch up on when I came back in today Poker is still an important part of our business and my work. When we have an outage it causes us lots of headaches and extra work. We like it less than you do! We try our best to rectify these issues as quickly as we can but sometimes whilst we are fixing things we forget to communicate what we are doing to our players. This post was to say thanks for your patience and that we appreciate your patience. |
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surely by now betfair should be able to prevent outages, if this was happening on the exchanges or on a major poker site there would be outrage.jc is right in saying that with poker only being a small part of betfair ye dont mind about the outages and the only way to disprove this is to have the poker software running smoothly 100% of the time no matter what it takes.
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We try our best to rectify these issues as quickly as we can but sometimes whilst we are fixing things we forget to communicate what we are doing to our players.
But I was under the impression that procedures had been put in place to notify the forum ASAP in the case of any outages. I know this is not your fault but the people who would post any notice on the forum are not the same people trying to fix the problem so the above reason is not really valid. It takes less than a minute to put up a forum post informing people that there is an outage. The fact that it will help ease peoples anger over the inconvenience and reduce calls made to the 'helpdesk' means it should always be a high priority! |
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I hate it when you use my own words to beat me HF ;-)
You are of course right we do have a system in place to make sure that when we have an outage a message is posted. I wont go into details but when we first notice an outage it is handled by our Technical Services Department (TSD)and a conference call occurs between multiple departments. After 5 mins of an outage a message is then communicated to the forum admins (written by TSD) whose job it is to post on the forum. If the problem persists for more than an hour a person from the poker team (sometimes me) then joins the call to find out what the issue is and ask various questions such as "Does it affect all users / when will it be resolved etc" and then a further more detailed message is posted on the forum. When an issue lasts for as long as it did here we should also be monitoring the forums and Help Desk queue to see what the main issues are with customers and try to address them. This is something I normally do myself and unfortunately it slipped through the net on this occasion. I am going to look into why there was no announcement as it is normally a very reliable process that we use across the business. |
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There WAS a notice on the forum fairly promptly after the initial outage. The main problem was that the Helpdesk fielding calls were completely unaware of the outage, EVEN AFTER the notice was posted on here.
A lot of players dont read the forum, and when the site crashes they ring the Helpdesk, which is what happened. They then came on the forum to complain about how useless the Helpdesk were. The problem was compounded by a message on here saying the problem was fixed, at which point we all logged back in, only for it to crash again. At this stage I gave up and went to play elsewhere for the week. The main issue for me is that the players themselves are having to tell the Helpdesk what is going on, when it should be the other way round. If you ring the Helpdesk half an hour after the initial outage chasing a refund you should not be speaking to someone who isn't even aware there's an outage. |
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This comment, posted on the day, pretty much sums up what was happening :
"Been trying for ages. Called the helpdesk. Working fine here sir, I have the lobby infront for me! Is it the downlaod or the browser? dowmload. browser is working fine! No it's not. Nothing is working!!!!!!!! Sorry sir the technical dept knew it wasn't working but hadn't told the helpdesk! FRANKLY IT IS A SHAMBLES AS ALWAYS." |
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Your words...if the problem persists more than an hour THEN a person from the poker team joins the call to find out what the issue is and ask such questions as does it afeect all players..etc...Please dont tell me the bf staff treat the outages on the poker end the same way you would betting on sports,,horserace ..etc..considering poker plays round the clock...it is a 24 hr poker site..all the mtts and stts with blinds and antes and we wait till an hour for a poker admin to let the players know whats up...thats scary..are all ongame skins using the hour policy..doubt it..sum are poker only i would think...ALL poker players are affected immediately with a disco...but not all the other betting such as games being played at a later date are affected till the start of it..response to POKER should be immediate and take precedent over transactions that arent immediately affected wouldnt you think...an hour to inform poker players...cmon..hope they aint at final table or heads up..omg..I think you could do a little better..
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lol doesnt anyone have a good word 2 say for betfair poker?hahahahaha
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Bf keep up the good work.
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dazmacccccc
Date Joined: 23 Sep 08 Add contact | Send message When: 08 Mar 12 14:52 Joined: Date Joined: 23 Sep 08 | Topic/replies: 477 | Blogger: dazmacccccc's blog can you give us a reason why we shouldn't go join a different ongame network poker site?all i can see are benefits such as i) no other ongame site has as many loss of services as betfair does ii) there would be a depositors bonus iii) could keep sports and poker accounts seperate which many would prefer i think ive talked myself into joining a different ongame site.  |
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wellll....I guess you could post this message once a week or so...how long has it been since disco and where is the staff..?? please put the old software up for sale and stop this charade ....whats it going to take..??..100 players left on site..??..
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It must be the only site in the world where everyone in a Senior Position works 9-5 Monday to Friday.
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Seriously is that true about no senior staff on at the weekends?
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I've no idea, but it doesnt look like it does it ?
No service announcement on the forum which is a deliverable promise made to players last year, nobody on the Helpdesk with a clue whats going on, no updates, people not getting refunds, lobbies going missing,lobbies displaying yesterdays tournaments as still running, tournies crashing, mass disconnects, and a netowrk wide outage. Pretty much a standard weekend on BF Poker. You can guarantee the first message or apology from BF will come tomorrow when BF PR gets back to his desk job, while the people who are actually meant to post service announcements are missing in action. Again. |
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I called. The help desk was sympathetic but basically said yes it had crashed. Would not be up. And that I'll get refund in normal way depending on where I was in each tourney.
A decent response. And my funds were in my account early this morning. As you say we will get an apology once BF PR is back. And there was me on another post yesterday (before the disconnection) saying that this sort of thing had got better. |
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Account error again and more trapped funds.....
wtf |
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posted 1.30 am monday uk time
warning, poke r having account issues again. took 45mins for money to appear in account of 1 cash game, and random periods of account unavailablity. |
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Sick of it tbh. I multi-table about 20 tables and never really know how much I should have in my account so I'd have no idea if trapped funds weren't returned. Another night with problem after problem.
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ON and OFF account unavailable messages and trouble buying in/ trapped funds tonight.
What exactly did the maintenance do ? |
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posted 1.30 am monday uk time
warning, poke r having account issues again. took 45mins for money to appear in account of 1 cash game, and random periods of account unavailablity. MrFancyPant 01 May 12 01:42 Sick of it tbh. I multi-table about 20 tables and never really know how much I should have in my account so I'd have no idea if trapped funds weren't returned. Another night with problem after problem. BruceWillis 01 May 12 01:53 ON and OFF account unavailable messages and trouble buying in/ trapped funds tonight. What exactly did the maintenance do ? couldn't resist one more  while people like you exist the 'honest johns ' of this world can't fail. 'don't get done get dom' is on a hiding to nothing. you people are making a declaration 'keep 54itt ing on us, we don't mind. |
