got my refund for my sng played today... but i also played 6 4e sng yesterday were i got diconected on and of... maneged to play them to the end but impossible to say what kind of inpact that did on my games.... would be nice to get some kind of refund for them
Can I give some constructive criticism how this whole situation has been dealt with.
Attacks happened on the night of 15/04. Other sites had the same issue, these happened again on 16/04 and 17/04. Now the contingency plans was to keep the site running and letting customer after customer put money into SNG/Tournaments and Cash games with attacks still going on.
The flip side of this that you was mitigating the attacks and felt you was doing all you can but imo you should have bitten the bullet and shut the site down. You didn't and this has caused choas... You keeping customers in the short term appeased by giving them small tokens of refunds on certain buyins with a policy of who cries the loudest.
What this has shown to me, and maybe other is that you want to keep the site up as best you can, keeping the rake coming in so you can carry on but not really thinking about the safety of your customers money.
Threads are continuing to made regarding their money from the 15/04(mine included) and you keep stressing that it will take 48 hours to do. Instead of dealing with ad-hoc refunds, you could and should have looked at this situation in a whole different way, I hope you have learnt from this.
First of all on the 15th you should made a locked thread with transparency of what is going on, what is going to happen and take control of the situation. I feel that every thread since the 15/04 has been reacting to the customers that pay the wages.
The 15/04 should have been a priority over everything and the site should have been on 'lockdown' and you wouldn't be in the mess 3/4 days later.
I see the other said of this, don't let the attackers win and keep the customers happy with play time( even if it is delayed/ disconnections) , I know your probably working 20 hours a day to sort this and policies to adhere to, and we all appreciate that but where is the transparency that if we deposit again it won't happen again, I am pleased I'm not a professional and relying on the money.
Just a thought , maybe people feel the same, maybe not. Last thing , not everyone is going to go on this community forum so how do they complain about their money. Every account should have been emailed or messaged to say what is happening.