PattyR
Cardschat Elite
Silver Level
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 pstars 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
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