The stars server went down for almost one hour or so on 1.6. Unfortunately I was playing 15 table sit and gos at that time. I sent an email to support@pokerstars.com and support@starsaccount.com asking for a refund but they are completely ignoring me. Usually they have a very quick response time but this one smells fishy, just silence.
Anyone of you had the same or a similar problem? Any suggestions?
Originally posted by Ihateonlinepoker
The stars server went down for almost one hour or so on 1.6. Unfortunately I was playing 15 table sit and gos at that time. I sent an email to support@pokerstars.com and support@starsaccount.com asking for a refund but they are completely ignoring me. Usually they have a very quick response time but this one smells fishy, just silence.Anyone of you had the same or a similar problem? Any suggestions?
Hi Ihateonlinepoker,
Welcome to PokerStrategy.com! 
On the same day, one of the Sunday tournaments crashed a server as well.
You can read about that incident here: https://forums.pokerstrategy.com/forum/thread.php?postid=3143728#post3143728
;tltr -- they "rolled forward" the tournament, and I got money from the tournament, and got to keep bounties
A few things:
A♠: First, when contacting PokerStars support, use the "Contact Us" dialogue in the Help section of the client.
2♥: Include any relevant hand histories -- I suggest zipping them up using 7-zip or similar
3♦: Ensure that the email you have on record with PokerStars is up-to-date
4♣: Lately I've been using support@pokerstars.eu for all correspondence
5♠: Be patient -- they have been slow to respond lately, since so many more people are playing.
One other thing that might help your case -- request a playing history audit.
You do that by going to the client, click the "Tools" button on the right-hand-side, then "History & Stats" on the left.
When you follow the instructions, you'll get an email that gives you a link to a file you can open in a spreadsheet program.
Google sheets works well.
I don't know if it would help, but it might.
Best of luck :gl:,
VS
Originally posted by VorpalF2F
Originally posted by Ihateonlinepoker
The stars server went down for almost one hour or so on 1.6. Unfortunately I was playing 15 table sit and gos at that time. I sent an email to support@pokerstars.com and support@starsaccount.com asking for a refund but they are completely ignoring me. Usually they have a very quick response time but this one smells fishy, just silence.Anyone of you had the same or a similar problem? Any suggestions?
Hi Ihateonlinepoker,
Welcome to PokerStrategy.com!On the same day, one of the Sunday tournaments crashed a server as well.
You can read about that incident here: https://forums.pokerstrategy.com/forum/thread.php?postid=3143728#post3143728
;tltr -- they "rolled forward" the tournament, and I got money from the tournament, and got to keep bountiesA few things:
A♠: First, when contacting PokerStars support, use the "Contact Us" dialogue in the Help section of the client.
2♥: Include any relevant hand histories -- I suggest zipping them up using 7-zip or similar
3♦: Ensure that the email you have on record with PokerStars is up-to-date
4♣: Lately I've been using support@pokerstars.eu for all correspondence
5♠: Be patient -- they have been slow to respond lately, since so many more people are playing.One other thing that might help your case -- request a playing history audit.
You do that by going to the client, click the "Tools" button on the right-hand-side, then "History & Stats" on the left.
When you follow the instructions, you'll get an email that gives you a link to a file you can open in a spreadsheet program.
Google sheets works well.
I don't know if it would help, but it might.Best of luck :gl:,
Many thanks for your reply. I will wait a bit and see what happens, cant do much more anyways... Thanks also for your advice list, much appreciated.
if you want a quicker response put "URGENT" into the subject line, they filter for this term.
i don't know if it changed, but a couple of years ago they automatically credited your account and you never had to chase it...
The full rules regarding what happens when a tournament fails to finish are here:
https://www.pokerstars.eu/poker/tournaments/rules/#/rollback
And BubbleNedRum is right -- this should be automatic, and in my case it was
One reason why I play cash games. Less chance of losing any money if site crashes/freezes/disconnects.
Originally posted by VorpalF2F
The full rules regarding what happens when a tournament fails toAnd BubbleNedRum is right -- this should be automatic, and in my case it was
The refund should show in the transaction history, right?!
Very weird that apparently in some cases it is automatic and in others not.
They say rollback (in my case roll forward) you get everything refunded that was affected. Maybe they need more time to do the calculations. Good link anyways, thanks.
I simply cannot believe that they will not refund anything.
Other softwares like partypoker send you an automated email that they got your request and will get back to you within 48h. Not sure why stars doesnt react at all. This is not accaptable behaviour and very bad customer support. They should know better.
After 4th email with URGENT remark to support@pokerstars .eu I got an answer and a refund. Just got the buy ins back for most sng I guess. Nevertheless, I will consider moving to another platform.
Hi Ihateonlinepoker,
Nevertheless, I will consider moving to another platform.
If you are looking for better customer service, that will be quite a challenge.
All the best,
VS
