The other day I was hit by an outage of sorts. When I was finally returned to the game, there were no action buttons on my game screen, so all I could do was to watch myself get blinded out. Actually a button did appear just in time for me to go all-in for 1½ BB.
I mailed PokerStars support to let them know something weird had happened, and they promptly replied that they were investigating. Then I was told, that if I believed my game play had been affected, I was welcome to let them know. So I did, and today I got a reply. You can just read the highlighted parts if you’re on a time budget:
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Thank you for your patience whilst we have been reviewing your refund request.
We have looked into your playing history for the tournament in question and found that your game play was affected during this tournament.
Please understand that we did not suffer any server-side problems or disconnection during this tournament. The problems were caused by a fault with a major Internet provider on the route to our servers, by no control of us or you.
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.
Please note Rule 18 of the tournament rules located at:
http://www.pokerstars.com/poker/tournaments/rules/
“18. By participating in a tournament, a player accepts the risk of Internet disconnection, due to problems with the connection between their computer and the servers, lag or freeze or some other problem in the player’s computer or the Internet.
* a. PokerStars does not accept any responsibility for a player disconnect except in the case of a server crash”.
However, we realize the frustration players endure when these things happen, and we are happy to offer goodwill refunds under circumstances such as these. I have therefore credited your account with the buy-in for this event.
As your original buy-in was awarded in the prize pool and was not taken back from the winner, you may consider this a gift from your friends at PokerStars.
We strive to handle negative circumstances in positive ways, and hope that you will continue to be a valued customer and player here at PokerStars.
Regards,
PokerStars Support Team
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PokerStars, if you’re reading this, I just want to say that you beat the field by several miles! And if you decide to send me a cap and a sweat shirt hoodie (Medium size, black), I’ll be more than happy to sport your colors, anytime!
/j.
joxum Pokerstars