**Pokerstars Supports Owns***

About 3 weeks ago at pokerstars, i was 6tabling and i got disconnected, it was their client that was lagging and i was in a big hand when playing 5NL. Basically i was on the river with a winning hand and the guy bet and won the pot uncontested because i timed out. So i sent Pokerstars and email 2-3 weeks ago not really to ask for a refund, but asking that they look into their servers and what the problem is because frequently i have to close it down.

Today they emailed me back with the following email:

Hello Brian,

Thank you for your email.

Part of the inherent risk of playing poker on the Internet is the
possibility that Internet connections may fail for any number of reasons.
From a practical business standpoint, it is impossible for us to be
responsible for the Internet connections of our players.

That said, as a one-off gesture of goodwill, we have credited your account
with $4 to compensate you for lost funds during your disconnection.

Thank you for choosing PokerStars, and please let me know if you require any
further assistance.

Kind regards,

Brett
PokerStars Support Team


Now as kind of them as this was. It kinda pissed me off that i got such a generic response about how "from a business standpoint" i need to understand. Im a finance major and i understand completely but when its your fault its your fault. So i emailed them back stating that if i was ever in a hand again and timed out because of their client that i hope they wouldn just shrug it off and say "oh we already gave your cheap ass $4". This was their reply. Made me a very happy camper

Hello Brian,

Thank you for your email.

I appreciate the time you took to write this email. We consider you a valued player so
rest assured that if you disconnect during a hand because of problems on our end we will
not think twice before we grant you a refund. Also feel free to request a refund on
occasions where the disconnection occured on your end, and we will be happy to review
your request and potentially grant the refund to you.

Please let us know if we can be of further assistance and thanks for
choosing Pokerstars.

Regards,

Hector
PokerStars Support Team

Wow. Straight forward, courteous, and FREE money. Stars support is definitely the best out there

ya, my brother was playin at FT when their system went down and he was holding the nuts. he was able to use the internet still so he was sure it wasnt his connection. they refunded him to and also said it was a one time deal. ill let him know about this.

ps is good for its support much better than ft anyways lol

thats kind of ps i have been disconnected loads of times and my internet was fine so next time i will try what you did

yeah, unlike full tilt, pokerstars responds in a timely manner. also their support is just much more overall helpful

Ohhh - I had forgotten about my issue like that because they never bothered to get back to me.

I was playing 6 sng's when they had their own connection issues - they had put a message in the chat that some players were getting disconnected due to server issues. I had just raised the pot in 1 of the games. I was disconnected in all 6 and even when they got me back in it left me sitting out on 2 of my tables. I missed enough hands in a crucial part of the game that I sent them an email with all of the tournament numbers. The next day I received a response saying they had forwarded my email to the refund dept. I just realized I never heard back from them again.

So - their support isn't always that great.

Okay - semi recant lol. I just checked my email and lo and behold they responded last night - so it was a 3 day response.

They refunded me $11 but got the whole thing wrong when they reviewed it. First - they said it was my internet connection which they can't be responsible for. My internet was fine - they had connection issues and even posted it in chat in big red print lol.

Then in one of the games I was left sitting out of they said I missed no hands which was impossible for the amount of time I was out of the game.

The other one - which I was sitting out of for the exact same length of time - they said I missed a substantial number of hands and that is the game they gave me $11 for.

Go figure lol. But I am happy enough - out of the 6 I won 2, took 3rd in another and got the refund for the 4th.

lmao well than it sounds like you ended up makin a decent profit..and a refund too