queenkimbo Posted February 23, 2017 Share Posted February 23, 2017 hi there i posted to seek help/advice and to let others know who make the same mistake to hopefully learn from my experience.I was rushing to make the freeroll last night and just above it was a 25euro uk tour which i unfortunatly misclicked into by accident(WHY IS THERE NO COMFIRM OPTION) and st8 away it went onto the table at this point i thought **** and folded 1st hand and then sat out got st8 onto customer care...after all the messing about with info i had to give i explain the situation.after a few mins waiting my reply was ok i try exchange ur ticket.well obvy wasnt listening properly but these things happen i explained again the MTT had started and i didnt know what to do even if i won i cant n have no intention of going to UK TOUR so the MTT is no good to me.Again i wait a few mins during this time i am still away n i have seen i have AK N JJ which is a little annoying as if this isnt sorted i am missing opportuities.The person comes bk to me says since its started i cant do anything for you atm but he will send info to the team that can.I expressed my concerns that what if they didnt do anything to help me and i was stressing out he said he understood my frustration and was confident they would sort this issue out.So naturally i sit out the rest of the MTT as i know if i play any hands then i wont have a claim.So i get an email back late last night saying the decision is not to reinburst me and that i played hands and i had an opportunity to unregister.With regards to i played hands nothing could be further away from the truth i did not play a single hand other then maybe fold the 1st hand i panic nor did i get an option to corfirm my registration never seen a site like it at all. Every site that i have been on has this option and i didnt get an option to unreg like i said as soon as i misclicked it went st8 into the game.So today i have re sent an email and gone onto customer care not recieved an email back btw either.i have asked for my hand history of the MTT to which they declined saying they cant(WHY NOT)i then said ok then if u can show me 1 single hand i played and prove to me i did i will accept the decision again declined saying cant(WHY NOT)I feel so mistreated and under valued as a customer atm i really dont know were to go from here if i was told by the 1st person i spoke to at custom care n was told nothing he can do he will send to team but i dont think they will do alot or somwthing along those lines i would have just had to play the uk tour and got on with it my issue is that i wasnt and i was told he was hopeful they would and then told i played some hand i strongly deny that claim if anything thats the worst part making me out to be a liar yet they dont n wont prove that i am wrong(COZ THEY CANT) Link to comment Share on other sites More sharing options...
Mrdonklee Posted February 23, 2017 Share Posted February 23, 2017 I had a similar problem last night i regged a 4 euro mtt by mistake. There should really be a confirmation box like most other sites. Link to comment Share on other sites More sharing options...
JeppeL Posted February 23, 2017 Share Posted February 23, 2017 @queenkimbo Thanks for explaining what happened in detail, the poker team looked at it today and they've issued a refund of £21.11 to your account as a goodwill compensation. MIstakes happen, and we understand the frustration that goes along with losing money on a sattelite tournament that you never intended to play, I've tried it myself a couple times as well :)From our point of view, the sequence of events differs slightly from yours, also being the reason the initial requests was denied at customer support:You had 1 minute to unregister - the signup happened at 21:28:56 CET and the start if the tournament was 21:30 CET. After signing up, you also signed up for the €500 Freeroll, this happened at 21:29 CET. Before signing up to the freeroll, there was also a cofirmation request which was completed:Had the tournament already been running, it woul've instead looked like this:Technically a couple of hands were played as the first 2 were folded by acting - you describe this yourself as well and correctly you were sitting out the remainder of the tournament. So though it could be argued either for or against, I think we've come to a good decision and I'm happy the community was available for you to make us aware of the situation :)/Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
igottwins Posted February 23, 2017 Share Posted February 23, 2017 Excellent customer service. Link to comment Share on other sites More sharing options...
queenkimbo Posted February 23, 2017 Author Share Posted February 23, 2017 thank you very much i appreiacte what you have done for me and taken then time to look into it i was frustarted and very upset as i didnt believe i was been listened to properly i honestly cant thank you enough and in future i will take more care with how i register for MTTs Link to comment Share on other sites More sharing options...
MathrimC Posted February 24, 2017 Share Posted February 24, 2017 Awesome community support, once again! 😃Just one little correction: one minute before a tournament starts, the players get seated and unregistering becomes impossible, so he actually had only 4 seconds to unreg. Link to comment Share on other sites More sharing options...
FeelsBadMan Posted February 24, 2017 Share Posted February 24, 2017 Great resolution to the issue. Just confirming what Mathrim said, that people get sat at the tables 1 minute before start so yeah, only 4 seconds to figure out what happened, click the confirmation messages and unregister :) ... and the "Please note that the tournament is already running" pop-up message doesn't contain any information about what tournament that is. Link to comment Share on other sites More sharing options...
JeppeL Posted February 25, 2017 Share Posted February 25, 2017 You're absolutely right, thanks for pointing it out! Happy we found the good solution :) Former Community Manager Link to comment Share on other sites More sharing options...
Mrdonklee Posted February 26, 2017 Share Posted February 26, 2017 @JeppeL is there any chance in the next update for the software this could be fixed.So that something like: -When you enter a mtt a popup appears asking "are you sure you want to enter the 4 euro deepstack"Just so you know the buyin before you comfirm. Link to comment Share on other sites More sharing options...
JeppeL Posted February 26, 2017 Share Posted February 26, 2017 @Mrdonklee I'm not aware if it's something that's on the table, but we'll be sure to pass it along as feedback :) Former Community Manager Link to comment Share on other sites More sharing options...
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