Hello,
Thank you for contacting PokerStars.
PokerStars has recently experienced some server connection issues. We are
working on a solution of the issue and sincerely apologise for any
inconvenience caused.
We will be considering refunds for materially affected players. "Materially
affected" means you missed a considerable number of hands and lost a
significant portion of your chip stack due to blinds and antes. If you
believe you were materially affected by this issue, please email us with the
following subject line:
"REFUND: T#_________, $X+Y, User ID"
Where "________" is the Tournament ID, "X+Y" is the buy-in of the
tournament, and "USERID" is your PokerStars User ID.
For example, "REFUND: T#123456780, $20 + 2, KidJoker"
For multiple tournament refund requests, please note additional tournaments
in the text of your email. For example:
T#123456780, $20 + 2
T#123456781, $10 + 1,
T#123456782, $50 + 5
etc.
If you do not know the Tournament ID, you can find it in the PokerStars
software using the playing audit feature. From the PokerStars Lobby screen,
select:
'Requests -> Playing History Audit...'
Please also be aware that your refund request may take a few days to be
processed.
We appreciate your patience and understanding.
Best regards,
Elias
PokerStars Support Team
