Issues at ACR

elitenuts

elitenuts

Rock Star
Silver Level
Joined
Aug 5, 2015
Total posts
337
Chips
0
Im currently in 8:15pm $7500GTD and its been frozen for about 15 minutes. Anyone else have similar issues here?
 
D

dontquit

Rock Star
Silver Level
Joined
Apr 9, 2008
Total posts
270
Awards
1
Chips
1
Same

Same issues here. Tried to contact support and they won't reply.
 

Attachments

  • stalled.jpg
    stalled.jpg
    350 KB · Views: 37
elitenuts

elitenuts

Rock Star
Silver Level
Joined
Aug 5, 2015
Total posts
337
Chips
0
VERY frustrating! I was over 2 hours in and doing well - ugh - Then, to boot I take a bad beat over at betonline taking me from 2nd in chips to busted after leader rvr'd a higher full house - I woulda easily coasted to top 3 - Cost me at least $250 - rough night
 
dealio96

dealio96

The LAG Monkeys
Silver Level
Joined
Dec 3, 2013
Total posts
7,960
Awards
5
Chips
0
Looks like all the tournaments that were running, have either been paused or canceled bc It won't let me load the lobby. All the cash games seem to be working fine though.
 
elitenuts

elitenuts

Rock Star
Silver Level
Joined
Aug 5, 2015
Total posts
337
Chips
0
Ya, they better do more than just refund my buy in - guess im dreamin...
 
firstcrack

firstcrack

Rock Star
Silver Level
Joined
Nov 25, 2016
Total posts
434
Chips
0
Yep. Said the tournaments were suspended and refunds according to policy were forthcoming while I was there.
 
M

mrbond8844

Rock Star
Silver Level
Joined
Feb 25, 2016
Total posts
250
Chips
0
VERY frustrating! I was over 2 hours in and doing well - ugh - Then, to boot I take a bad beat over at betonline taking me from 2nd in chips to busted after leader rvr'd a higher full house - I woulda easily coasted to top 3 - Cost me at least $250 - rough night

ouch.
 
elitenuts

elitenuts

Rock Star
Silver Level
Joined
Aug 5, 2015
Total posts
337
Chips
0
Yep. Said the tournaments were suspended and refunds according to policy were forthcoming while I was there.

Im assuming if someone was already knocked out they wouldnt get refund?

Actually, I am curious what would happen? The actual prize money they paid (not the fees) would have went to players so what does happen if you were knocked out of a tournament that go's down??
 
Last edited:
M

mrbond8844

Rock Star
Silver Level
Joined
Feb 25, 2016
Total posts
250
Chips
0
no prize money. just refunds on buy ins
 
firstcrack

firstcrack

Rock Star
Silver Level
Joined
Nov 25, 2016
Total posts
434
Chips
0
Im assuming if someone was already knocked out they wouldnt get refund?

Actually, I am curious what would happen? The actual prize money they paid (not the fees) would have went to players so what does happen if you were knocked out of a tournament that go's down??

Yeah, I'm sure it's not prize money. This is all I could find on their site.

"In the event that a Games system failure results in an interruption of the Games, and the Game play is not available to be resumed, then funds in play at the time of the interruption will be returned to such players as ACR determines were unable to play following the interruption of the Games. This policy does not extend to non-system failures, such as loss of power or internet access by the User.

Read more at: https://www.americascardroom.eu/poker-customer-support/terms-and-conditions/ "
 
elitenuts

elitenuts

Rock Star
Silver Level
Joined
Aug 5, 2015
Total posts
337
Chips
0
Notice they will never accept any liability - this was their response to my email

"understand how this can be frustrating for you, however, please notice that this issue was not on our end and definitely not caused in bad will. Much more important, in a regular basis our server is pretty stable in comparison with most poker sites. What happened tonight is an exception and not the norm."

If their stating its not on their end, how do they explain this happening to so many people???? Love how they describe their server as "pretty stable" lol
 
M

mrbond8844

Rock Star
Silver Level
Joined
Feb 25, 2016
Total posts
250
Chips
0
If their stating its not on their end, how do they explain this happening to so many people???? Love how they describe their server as "pretty stable" lol

lol. when the tourney froze they even said they were having technical issues.
 
A

ACR Rep

AmericasCardroom Rep
Silver Level
Joined
Nov 22, 2012
Total posts
5,660
Awards
1
Chips
0
We are deeply sorry about the issues presented last night. The techs are working hard in order for this not to be an issue again. All running tournaments got canceled and refunded as per our terms and conditions.
 
elitenuts

elitenuts

Rock Star
Silver Level
Joined
Aug 5, 2015
Total posts
337
Chips
0

Im assuming if someone was already knocked out they wouldnt get refund?

Actually, I am curious what would happen? The actual prize money they paid (not the fees) would have went to players so what does happen if you were knocked out of a tournament that go's down??

We are deeply sorry about the issues presented last night. The techs are working hard in order for this not to be an issue again. All running tournaments got canceled and refunded as per our terms and conditions.

I appreciate the fast refund but I am sure I am speaking for many of us here when I say that after playing several hours and having a considerable chip stack, a technical issue can be very discouraging.

Obviously, problems happen especially with online play but there have been "issues" with ACR many times this month.

I understand that your policy calls for a refund if you are in the tournament when it crashes and players really cant expect much more but perhaps a tournament ticket would be nice.

Also, denying responsibility doesn't help - Obviously players talk to each other so you are better off just admitting that its the sites fault and no one else's.

Thanks
 
Top