Last nite I got the new software and joined a 3 table shootout tourny. At the end of the very first hand, the game froze and there was table chat for about HALF AN HOUR about it. After half an hour, I sent an email to PP stating the problem, and that I wanted a refund. At least one other guy at the table said that it was the second time in the nite it happened to him, and that he had joined this tourny because he was waiting for another one to resume which had similarly paused.
Today i get back a response that there was no problem on their end:
Thank you for contacting us.
We have done a complete check of our server logs and the connection
status prevailing at the time you reported the problem and we do not see
any disconnection issue rising from our end.
The tournament you were playing in was running fine from our end and
other players at the tables were able to continue with the game normally
without any connection problems.
I also see that while you got disconnected from the tournament you were
able to immediately get in back and play.
The disconnection could have risen due to a network problem over the
Internet connection at that particular time which could have caused you
to lose your connection. The connection between your computer and our
servers is established through several other intermediate servers and
your service provider decides the path taken by the connection. Hence, if
there was a network congestion or disconnection at one of these
intermediate servers, it could cause you to disconnect from the game.
We have researched into this matter thoroughly, and would not be able
to refund you as the money has been awarded to the winners. Please check
our Disconnection Protection and Cancellation Policy for more details:-
When you are disconnected from a table, please log out of the table and
log back in. If this does not work, you will have to log out of the
Lobby completely and log back in, and if you are still not able to play at
the table, you will have to restart your connection.
If you are facing regular disconnections, please contact your Internet
service provider about this problem.
Also, I suggest you to get in touch with your System Administrator to
get more details about the things that is happening as this is not
because of PartyPoker.com.
Thank you for choosing us as your online gaming site!
Poker Customer Care "
What would you do in my position?