poker server not working

[Stubbe-Unibet]

It's 1am here in Malta, so time to get some sleep. I'll be back tomorrow :)

[Willwork22]

Hi , i was at the 5 Eur PKO final table with more than 40 bb with potential of getting other players KO . Would like to know how this could be worked out . When server broke i got only 5 euro form guaranteed prize pool which sucks , because final table was all about getting other players Bounty's.

 

Thank you

[Nat_poker18]

Just got booted out when I was in a €10 heads up sit n go, what happens in this situation? I’d like to hope for a refund username is nat_orr18 it will be the last game my account played as I won’t be playing again until it is resolved. Thanks 

[adriantempo]

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@kei wrote:

Played cash games when server went down, now money that was on tables are missing!

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Yes, me too. I had 22.63 euros at a table which it didn't return to me.

[Tekes]

I was playing 10€ space madness bounty and 5€ shooting star bounty but only got my buy-in back annd not anything from the prize pool.

[TeddyKGB]

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@adriantempo wrote:

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@kei wrote:

Played cash games when server went down, now money that was on tables are missing!

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Yes, me too. I had 22.63 euros at a table which it didn't return to me.

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Same here. I was playing four or five plo200 tables and I've got over 1500e missing from my balance at the moment. It was 1h 40min ago when the software crashed and the money is still not back. I really hope to see it returned when I wake up in the morning. :wow:

[WCG]

I see 10 euros back   but I dont remember  how many tickets I was befor  4x5 eur  or 3x5eur    :( sad 

[AceFromSpace]

Hi, please refund AceFromSpace1

[Duka]

Refund 10e sng ticket, was at a start of a 2man sng. Thanks

[x-22]

Poker client is not launching at the moment.

From memory playing as MAINLYFISH I was playing in the following when it went down last night. 

Blackhole

Blackhole Nano

Galaxy E2 rebuy (one rebuy) 

Space Madness Bounty

E1 qualifier to E5 ticket

E0.20 to E1 ticket. 

Obviously crushing all of them please ship the lot or failing that a refund would be nice:laugh:

 

 

 

[mathew1982]

Hello dear Unibet support team

I logged on my poker client on i saw i got like 40 eur compensate from yesterday

Aare u serious? i had like 150  - 170 chip equity yesterday at least

I just want to ask a question, what was the way u were refunding players from the tournaments?

Thank for an answer!

@Stubbe-Unibet 

[4king2pair]

i was playing 2 tournaments last night chip leader in both i want to know what your doing to compensate me i couldnt log back in all evening one tournament was a 50 dollar qualifier the next tournament was a 4$ qualifier 

[Onefloatyboi]

@Stubbe-Unibet Thank you Unibet for paying me back a fair amount! I didn't know about your refund policies before but they seem justified. The fact that we didn't have to appeal for this payback is a major + for me! 👍

 

[Stubbe-Unibet]

All cash game transactions have now gone through.

We're now working on MTT's at the time that the issue started; we want to apply the cancellation policy at this time as well, in addition to when it was applied yesterday, and pay the difference by tomorrow. Please read the cancellation policy, as funds are paid according to this: https://a1s.unicdn.net/polopoly_fs/1.1243714.1567083359!/menu/standard/file/Poker%20Rules%202%200%20EN.pdf

[Stubbe-Unibet]

I will NOT look at any refund requests posted in this thread.

I will create another thread once we're done dealing with everything according to the cancellation policy, where you can request further refunds, if you believe you're entitled to it, according to the cancellation policy.

[Stubbe-Unibet]

Paying additional refunds according to the chipcount/ranking at the time the issue started will take at least another 24 hours. We expect to have dealt with everything by tomorrow afternoon. Apologies for the inconvenience!

[Boma1975]

Hi Stubbe first time this has happened to me on Unibet I appreciate the cancellation policy explains but not particularly clear. Could you just confirm that if I was in a €5 Mtt last night and was blinded out by the time the tourney was cancelled will I receive my entry fee back? Thanks in advance

[SkateboardP]

@Stubbe I didnt even get a refund from 3500 black nano. I also had 60.000 in chips before blinding out due to issues by the your poker program. Can you fix the refund today?

[Stubbe-Unibet]

I will lock this thread, as everything I can say on the matter is just above. I'll post any updates here later today/tomorrow. Please understand I can't look at +500 individual cases - all it'll do is delay everything for all your fellow players. We first need to handle everything according to the cancellation policy, and once that's done, we will be able to look at individual cases, should anyone feel they haven't gotten what they're entitled to.

 

Tournament Cancellation Policy
In the unfortunate event of a multi-table or Sit & Go tournament being cancelled due to a problem in the Unibet poker software these rules will kick in depending on the state of the tournament.

52. The tournament is canceled before the start:

• The players will be refunded the tournament buy-in and fee in full including any multientries. In case of registration by a ticket, this ticket will be re-credited.

 

53. The tournament has started but players are not “in the money yet” (reached the prizes):

• The remaining players will be refunded their fee including re-buy and add-on fees.
• The player supplied pot is split into two equal pools. The first pool will be distributed equally between all remaining players. The second pool will be distributed between all players in proportion to their chip count.
• Exception: if the Tournament is a freeroll the added prize pool is divided even if it's not a player supplied pot.

 

54. The tournament has started and players are “in the money” (have reached the prizes):

• The remaining players will be refunded their fee including re-buy and add-on fees.
• If players are not on the final table each player will receive the lowest remaining prize
  and the rest of the pot is distributed in proportion to their chip count.
• If players are on final table the prize pool will be redistributed according to the ICM
  (Independent Chip Model) chop, if they are in the money.
• If the tournament paid out non-monetary values, (like tickets, freespins or seats), the
  prize pool will be converted to regular funds and distributed accordingly.

In the unfortunate event of a HexaPro tournament being cancelled due to a problem in the Unibet poker software these rules will kick in:

55. HexaPro tournament cancellation policy

• The fee is returned for all remaining players
• All remaining players receive 10% of the prize pool
• Remaining prize pool is distributed according to ICM (Independent Chip Model) chop.

If cancelled tournament is a bounty tournament then player is given his own bounty value.
We reserve the right to alter cancellation payouts or to alter this policy.
In case of disputes, Unibet management decision will be final.

[Stubbe-Unibet]

We're still working on "Paying additional refunds according to the chipcount/ranking at the time the issue started". I expect we'll be done with it around 5-6pm. Once it's done I'll write a more detailed post about the issue.