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boxas Rank 8
Rank 8

Last night try to play poker on unibet poker app from my Ipad. 

I was happy beginning of the week with 4euros i earned 60. I finished 2 of a tournament because the app froze and i couldnt play my HU on the final table.. i thought it is fine there is just 4 euros difference between the 1 and 2nd.

 

But last night was crazy! I played 50 minutes some Heads up,  too many crash/froze/disconnect/ i thought that will stop, but no worse and worse.

I contacted the support and he replied to me that there is no problems with the app, but now i found the community and it looks like i am not the only one who had frozen screen, crach app ! Log out etc.. 

Unibet i want a refund from my last night and you should refund the players and also let the players know that can happen instead of hidding or saying that it is our fault ! 

It is clear that is not just one player who have this problems!!!

So make it right or you will loose more players very soon!

I so on the community that people who are disconnected got a message ... I didnt have any disconnection message so that mean it was crashed/ system problems

  • Playing Poker
  • Technical
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Moderator
Moderator

Hi @boxas,

I've checked up on this today, and it looks the customer support agent in question was right: Though we've had some problems with the latest poker update that is currently in fixing, there were no general poker disconnection issues reported last night, I checked it with the person who was working as techical support at the time. Neither was anything general reported yesterday on the bug reports board and neither in the thread where you also posted about the issue

That being said, I do see that you timed out on about 3-5 tables in a rather short period of time and of course it's not a great experience. Have you tried disconnection issues like this before, and if so, how often?

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Moderator
Moderator

Hi @boxas,

I've checked up on this today, and it looks the customer support agent in question was right: Though we've had some problems with the latest poker update that is currently in fixing, there were no general poker disconnection issues reported last night, I checked it with the person who was working as techical support at the time. Neither was anything general reported yesterday on the bug reports board and neither in the thread where you also posted about the issue

That being said, I do see that you timed out on about 3-5 tables in a rather short period of time and of course it's not a great experience. Have you tried disconnection issues like this before, and if so, how often?

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boxas Rank 8
Rank 8

Hi Jeppe,

The situation was awful, it was late at night and actually was not internet problem as if it will be i would have the message i saw on an other post  which says " you have internet disconnection..." 

For my situation what is happening, i screen block i can't play than the app crash. I am on my Ipad, i had some crash this week too.

When it is on a tournament it is still fine, but if you play a heads up, as soon as you bug, you know that the player in front of you will just take your chips... that is really bad, than you come back you have experimented bad situation, you are upset, your stack is low and of course you can consider you will lose because in front of you the player knows what just happen. Mental is very important at poker, if you are a poker player you know it.

The worse part of my story , when i managed to be back i saw AA and i couldn't even press play.. the agent agreed that it was AA ( so i am not liying) but instead of apologize , he just told me that with "AA it is not a win garanty" ... upsating/frustrating... that was just the answer i wanted :-(

Any way i spoke with him for 1hour just after the bug, and i had no problem/disconnection etc... so yes was internet was completely fine.

Since i posted  in here i have read a lot about some new poker app on mobile device, and as you may know there is a lot of crash! I am not the first one and i will not be the last one. 

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Moderator
Moderator

I understand the frustration that goes along with having errors while playing poker, so I'm happy to see that customer support has already added a €25 SNG ticket as goodwill compensation Smile We'll be sure to pass your feedback along to the relevant team!

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boxas Rank 8
Rank 8

 

Please look at the picture that is happening right now on the turbo tournament i am playing.

I just had a 4 minutes bug, i just realise nothing was happening, than i decide to wait , my stack  went done from 2000 to 1730.

you can see the time on the app 12:38 until 12:41

THis is not a internet problem... And the problem is that affect my  tournament, etc...

Unfortunately it keeps hapenning and i will ask that this 25sng become a  ticket  or cash tournament as if i use this on heads up again i will  stress all the time that i will have  bug  or crash and not be able to play normally

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Moderator
Moderator

@boxas I completely understand why you'd like the ticket exchanged and I can exhange it to whatever tickets you want, as long as the total value is still €25, just let me know.

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boxas Rank 8
Rank 8

Thank you for your help while i am waiting for an answer from the support from the tournament today. Can you please exchange the 25sng into 5x4eur and 5x1euros please tournament tickets please

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Moderator
Moderator

boxas wrote:

Thank you for your help while i am waiting for an answer from the support from the tournament today. Can you please exchange the 25sng into 5x4eur and 5x1euros please tournament tickets please


My pleasure @boxas, you got the new ticketrs on your account now Smile

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boxas Rank 8
Rank 8