Andy-Relax

Hi @ChuckBassPoker, Firstly I'd like to apologise for the time it has taken to look at your refund case. All of the tournaments you played on the 18th played out to completion so the automatic refund that happens when we cancel tournaments did not happen in your case. This would have been the same on the 27th. I've been through every tournament on both days and found the following:- 18th April €5 Omaha Deep Space: 56 hands played, 3 hands timed out, 1 hand DC'd.€5 Galaxy: 29 hands played, 1 hand timed out.€10 Dark Matter: 53 hands played, 1 hand timed out.€5 Space Madness Bounty: 91 hands played, 6 hands timed out.€5 Falling Star bounty: 56 hands played, 1 hand timed out€5 Black Hole: 511 hands played, 4 hands timed out, 3 hands DC'd€10 Sputnik: 77 hands played, 1 hand timed out.€5 Gorsky: 109 hands played, 2 hands timed out, 1 hand DC'd€5 Sputnik: 68 hands played, 2 hands timed out, 1 hand DC'd€10 Omaha Falling Star: 60 hands played, 1 hand timed out€10 Space Madness Bounty: 81 hands played, 1 hand timed out, 2 hands DC'd 27th April €5 Deep Space: 34 hands played, 3 hands timed out, 1 hand DC'd€5 Moonwalk (1k GTD): 34 hands played, 3 hands timed out, 1 hand DC'd€5 Moonwalk (1250 GTD): 68 hands played, 5 hands timed out, 3 hands DC'd€5 Omaha Deep Space: 207 hands played, 4 hands timed out, 1 hand DC'd€5 Sirius Banzai Bounty: 6 hands played, no affected hands€5 Galaxy: 441 hands played, 2 hands timed out. As none of these tournaments were cancelled the tournament cancellation policy does not apply to any of them and for the majority of them the disruption was minimal. The most consecutive hands missed I believe I saw was 4. I have credited you bonus points based on the partial disruption caused in each tournament.

Hi @Sweeedeeen, Ticket and bonus points credited. Good luck in the UO online!

Hi @Ripper, Have added the buyin back as bonus points.

HI @Fish0707, I've credited you back the 6 affected buy-ins as bonus points.

Hi @MichalKl997, I've refunded 3/4 games as bonus points. As you won 1/4 games there is no need to refund that.

Hi @Andy7914, I could only find 3 games where you disconnected during the outage on the 3rd. I have crediting you 3x tickets for them. While I appreciate that you "could" have won all those SNGs I have to go on what actually happened at the time of the issue.

Hi @LeVsKaRa, This problem should now be resolved now. There was a short network issue with the tournament server. You may need to restart the client for things to get back to normal.

Hi all, There was a short 10 minute server issue this morning between 00:00 and 00:10 UTC. Please leave any refund requests in this thread and I'll get them processed tomorrow (Monday). Please try to include the game format, buy-in and MTT name if applicable to speed up the process. Thanks Andy

Hi @Psycho79 , I believe @Leo-Unibet credited all the UK tour tickets yesterday. If you think you're missing something, let him know. Will check on status for DSO but we will definitely get them credited before the event.

Hi @goatylad, In the form you filled in you requested the tournement to run weekly on a saturday. Schedule tab Tournament start date and time (BST): 20:30 29/04/2020 Recurring tournament: Yes Recurring on what days: Saturday Recurring until date: 16/05/2020 Late registration: No Late reg. until level: I've set it to run tonight now and it should appear in about an hour.

Hi @Issarah, could you give me rough date/times please?

Hi @testosterony, I've paid you out the extra based on ICM you would have received had the MTT been cancelled when you went HU with the chip lead.

Hi @Andy7914, we didn't have any issues on the 25/26th and the games I found only had one or two hands timed out.

Hi @Supermatos, Have credited bonus points to cover everything. Apologies for the delay in getting this to you.

Hi @ilovesummer, your have been refunded both buy-ins as bonus points.

Hi @noekes, You've been refunded for your equity in the Dark Matter and €4 SNG now. Apologies for the delay in getting this to you.

Hi @Egon, Can you tell me the time and date of your issue please so I can look into it?

Hi @Moilanr, Have refunded you in BP for the Titan and Black Hole. You finished 2nd in the Dwarf Star and the tourmanent wasn't cancelled so no refund will be given for that.

Hi @DevilFish, have added some extra BP to cover your position in some of the SNGs.

Hi @RZ_Sharp, Credited lost buy-in in bonus points. The Hexapro you won was credited a few hours later.

Hi @nashjina, none of the hands you played in the only €5 MTT you played on the 24th disconnected. Can you check your times and dates again please.

Hi @Dcdcdc, refunded your buy-in for this.

Hi @Anarch9, have credited back your equity in the hand and a couple others you have DC issues on.

Hi @An1mal, I've checked that hand and you didn't disconnect until the flop. Your opponent had TT and the flop was T34. Turn was a 2 and river was a K with no flushes available. Both you and the othe player checked down all the way due to timeouts. The disconnection probably saved you your stack.

Hi @ionut91, You were refunded yesterday. Apologies for the delay.