S
skittish
Rising Star
Bronze Level
Let me preface this by saying I know this is all in regards to a free Sit & Go tournament and I didn't lose any money. It's now just become a matter of principle.
If anyone doesn't know, Carbon Poker offers a 3-game/10 player Sit & Go tournament called Fun Steps which is free to buy into. Top 3 in Step 1 advance to Step 2 > Top 2 in Step 2 advance to Step 3 > Winner in Step 3 receives $1. It's a way to get a dollar with no deposit necessary.
On Friday, 4/26 at around 12:15PM the Carbon Poker software froze while I was in a Fun Step 2 Sit & Go. I sent their support an e-mail explaining my situation and the following thread ensued. My e-mails are in italics, Carbon Support are in bold:
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Hi, I was playing in a Fun Step 2 Sit-and-Go tournament. We were 3-handed and I pushed all-in against [edited username out] (only other player in the hand). It appeared he was thinking of calling and then his time bank ran out. Then everything just froze. I took a video of what was happening about a minute after the game stopped. My internet connection was and is fine (it's on the video). I can't upload it because it is too large of a file, but if necessary I can pull screenshots from it. The third player at the table was [edited username out].
Here in the info at the top of the table window:
#68950817 Fun Step 2 - Table 1 200/400 NLHE
After restarting the software, it connects to the server, but just hangs when I enter my username/password. I can successfully login through the website. Please let me know what is going on. Thank you.
John
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Dear John,Thank you for contacting us.
This is a quick email to inform you that as per the records of your account this was a Fun Step 2 Tournament. Due to this, no refund can be made. We would appreciate your patience and understanding..
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. Your reference ID for this email is LTK1711603676833X; please quote this number in any further communication on this subject.
Kind regards,
Melanie Kester --
CarbonPoker Support
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
I completely understand that the game I was involved in was a free Sit & Go so there's no refund or anything. I honestly just wanted to know the outcome of the hand that I didn't see completed because of the software freezing. We were down to the final 3 players in the Fun Step 2, where the top 2 players win a Tournament Coupon to Fun Step 3 and I had just gone all in.
I uninstalled, then reinstalled, the Carbon Poker software thinking this may fix the issue and in doing so had my hand history deleted. If I won that hand I would've been in a great position to at least finish in the top 2 and qualify for Fun Step 3.
I hate to be a nuisance and understand that your support team has more important things to deal with than a free Sit & Go tournament. If any information is available, I would appreciate it. Thank you!
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Dear John,Thank you for contacting us.
In regards to your inquiry, I would like to inform you that only the player that finishes in first place receives a Funstep 3 coupon. I would also like to let you know that you finished in 3rd place.
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. Your reference ID for this email is LTK1711603676833X; please quote this number in any further communication on this subject.
Kind regards,
Daniel Gordon --
CarbonPoker Support
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Actually no, in a Fun Step 2 Sit-and-go the top 2 win a Funstep 3 coupon and 3rd place gets another Funstep 2 coupon.
We were at hand #68950817 Fun Step 2 - Table 1 200/400 NLHE when it froze and I was disconnected. May I see the hand history for the rest of the game? Were the other 2 players disconnected from the game as well?
Reference ID: LTK1711603676833X
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Dear John,Thank you for contacting us.
As you were informed, ONLY the one that finishes in first place in Funstep 2 will receive the coupon to enter to Funstep 3. Apologies for any inconvenience.
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. Your reference ID for this email is LTK1711603676833X; please quote this number in any further communication on this subject.
Kind regards,
Daniel DiMaria --
CarbonPoker Support
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Reference ID: LTK1711603676833X
Attached is a screen shot from a current Fun Step 2. It shows the top 2 players will receive a Fun Step 3 coupon. [edit: Here is the screenshot I sent: http://i.imgur.com/P8nF19X.jpg]
Also, under the Fun Step rules found on the software at Promotions > Fun Steps it states:
That being said, I still have my original questions of if I can see the hand history for hand #68950817 (which it froze on) and the hands after it, showing how I came in 3rd. Also, did the other two players left in the game get disconnected as well?
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Dear John,
Thank you for contacting us.
John, you are sending us a screenshot that reads the following:
Win an entry coupon (FUNSTEP2SNG) in a Step 1 tournament. Winner advance to Step 3.
That part implies that only the winner advance to step 3.
I hope you can understand now.
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. Your reference ID for this email is LTK1711603676833X; please quote this number in any further communication on this subject.
Kind regards,
Ivan Richmond --
CarbonPoker Support
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
End of e-mail thread
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you've kept reading this far, thank you. Again, I understand no money was lost. But what the hell? This is now 3 e-mails from 3 separate people telling me that there's only 1 winner. And like I said in the e-mail, I'm pretty damn sure I made it to Step 3 once by coming in 2nd. This is trivial stuff, but it's driving me crazy now.
Thanks again for reading and I look forward to anyone's input.
-- John
If anyone doesn't know, Carbon Poker offers a 3-game/10 player Sit & Go tournament called Fun Steps which is free to buy into. Top 3 in Step 1 advance to Step 2 > Top 2 in Step 2 advance to Step 3 > Winner in Step 3 receives $1. It's a way to get a dollar with no deposit necessary.
On Friday, 4/26 at around 12:15PM the Carbon Poker software froze while I was in a Fun Step 2 Sit & Go. I sent their support an e-mail explaining my situation and the following thread ensued. My e-mails are in italics, Carbon Support are in bold:
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Hi, I was playing in a Fun Step 2 Sit-and-Go tournament. We were 3-handed and I pushed all-in against [edited username out] (only other player in the hand). It appeared he was thinking of calling and then his time bank ran out. Then everything just froze. I took a video of what was happening about a minute after the game stopped. My internet connection was and is fine (it's on the video). I can't upload it because it is too large of a file, but if necessary I can pull screenshots from it. The third player at the table was [edited username out].
Here in the info at the top of the table window:
#68950817 Fun Step 2 - Table 1 200/400 NLHE
After restarting the software, it connects to the server, but just hangs when I enter my username/password. I can successfully login through the website. Please let me know what is going on. Thank you.
John
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Dear John,Thank you for contacting us.
This is a quick email to inform you that as per the records of your account this was a Fun Step 2 Tournament. Due to this, no refund can be made. We would appreciate your patience and understanding..
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. Your reference ID for this email is LTK1711603676833X; please quote this number in any further communication on this subject.
Kind regards,
Melanie Kester --
CarbonPoker Support
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
I completely understand that the game I was involved in was a free Sit & Go so there's no refund or anything. I honestly just wanted to know the outcome of the hand that I didn't see completed because of the software freezing. We were down to the final 3 players in the Fun Step 2, where the top 2 players win a Tournament Coupon to Fun Step 3 and I had just gone all in.
I uninstalled, then reinstalled, the Carbon Poker software thinking this may fix the issue and in doing so had my hand history deleted. If I won that hand I would've been in a great position to at least finish in the top 2 and qualify for Fun Step 3.
I hate to be a nuisance and understand that your support team has more important things to deal with than a free Sit & Go tournament. If any information is available, I would appreciate it. Thank you!
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Dear John,Thank you for contacting us.
In regards to your inquiry, I would like to inform you that only the player that finishes in first place receives a Funstep 3 coupon. I would also like to let you know that you finished in 3rd place.
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. Your reference ID for this email is LTK1711603676833X; please quote this number in any further communication on this subject.
Kind regards,
Daniel Gordon --
CarbonPoker Support
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Actually no, in a Fun Step 2 Sit-and-go the top 2 win a Funstep 3 coupon and 3rd place gets another Funstep 2 coupon.
We were at hand #68950817 Fun Step 2 - Table 1 200/400 NLHE when it froze and I was disconnected. May I see the hand history for the rest of the game? Were the other 2 players disconnected from the game as well?
Reference ID: LTK1711603676833X
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Dear John,Thank you for contacting us.
As you were informed, ONLY the one that finishes in first place in Funstep 2 will receive the coupon to enter to Funstep 3. Apologies for any inconvenience.
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. Your reference ID for this email is LTK1711603676833X; please quote this number in any further communication on this subject.
Kind regards,
Daniel DiMaria --
CarbonPoker Support
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Reference ID: LTK1711603676833X
Attached is a screen shot from a current Fun Step 2. It shows the top 2 players will receive a Fun Step 3 coupon. [edit: Here is the screenshot I sent: http://i.imgur.com/P8nF19X.jpg]
Also, under the Fun Step rules found on the software at Promotions > Fun Steps it states:
- The top two positions in "Fun Step 2" tournaments will receive a FUNSTEP3SNG entry coupon which permits entry into the "Fun Step 3" tournament. Third place will receive a FUNSTEP2SNG entry coupon.
That being said, I still have my original questions of if I can see the hand history for hand #68950817 (which it froze on) and the hands after it, showing how I came in 3rd. Also, did the other two players left in the game get disconnected as well?
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Dear John,
Thank you for contacting us.
John, you are sending us a screenshot that reads the following:
Win an entry coupon (FUNSTEP2SNG) in a Step 1 tournament. Winner advance to Step 3.
That part implies that only the winner advance to step 3.
I hope you can understand now.
We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter. Your reference ID for this email is LTK1711603676833X; please quote this number in any further communication on this subject.
Kind regards,
Ivan Richmond --
CarbonPoker Support
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
End of e-mail thread
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you've kept reading this far, thank you. Again, I understand no money was lost. But what the hell? This is now 3 e-mails from 3 separate people telling me that there's only 1 winner. And like I said in the e-mail, I'm pretty damn sure I made it to Step 3 once by coming in 2nd. This is trivial stuff, but it's driving me crazy now.
Thanks again for reading and I look forward to anyone's input.
-- John