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Disconnected on Head up final table

    • zarrad78
      Joined: 29.11.2006 Posts: 3

      Last night was playing the final table of the top pair VIP freeroll, make my way into the head up, and splash! disconnected by software crash ( not internet disconnection ) ! was 100K against 140 k, and down in no more than 2 minutes to 20 k ( sit out )

      Can i get your advices for this matter ?
  • 4 replies
      Joined: 27.09.2009 Posts: 22,030
      Hey Zarrad,

      That is very unfortunate. I think the best thing to do is to write to their customer support. I am sure they have a live support option so that is probably going to be the quickest avenue for you.

      Please let us know how things progress.

    • zarrad78
      Joined: 29.11.2006 Posts: 3
      their response per mail recommand me to reinstall the software !

      i respond them for a financial compensation.

      Waiting for their response
    • zarrad78
      Joined: 29.11.2006 Posts: 3
      here is a listings of the e-mail with betfair support

      My first mail

      My username is zarram781

      Last night, i was playing the VIP CLUB TOP PAIR FREEROLL , and i was on
      the final table on head up against another player "matthewbowditch"

      I have 97.208 chips, and splash ! software crash ( not internet connection
      but software crash ) that was on hand 5197241625

      Reconnected on hand 5197241731 and in less than 2 minutes was down to
      29.208 chips ( lost 97208-29208 = 68k chips on sit out due to software
      crash )

      Best regards

      Their first response

      We are sorry to hear about the reported issue you experienced with our
      poker product. While we can see that you encountered some issues during
      this tournament in question, we can confirm that there were no records of
      other disconnection issues and at the time , the game played out
      correctly, with other players continuing to play normally.

      Therefore we would kindly advise the following in order to solve the
      matter you previously reported.

      1. Uninstall the client.

      2. Delete temporary internet files (Open Internet Explorer, go to Tools
      -> choose Internet Options -> click on 'Delete Files...' button and check
      'Delete all offline content' option -> click Ok, close Internet Explorer).

      3. Disable the use of proxy servers (Open Internet Explorer -> go to Tools
      menu -> choose Internet Options -> choose 'Connections' tab -> click on
      Settings' button -> Uncheck 'Use a proxy server for your Lan' option ->
      click Ok)

      4. Reboot computer.

      5. Download and install the client again.

      In the case that the issues persist, kindly contact us again. (If
      possible, with a
      screenshot of the error with date and time visible) and we will be able to
      investigate the matter further for you.

      Thank you in advance for your patience and co-operation.

      My reply


      thanks for this response ;

      another player in the same final table had the same problem "bigtrolls75" at the final table at 22h40, you can find this in the chat between players.

      this was unfortunatly due to a software problem, that i'm not responsable for it, so in this way i suggest a financial compensation.

      Best regards

      Their reply

      Dear Ramzi,

      Thank you for your e-mail.

      Further to your enquiry, kindly be advised that upon checking your account, we can confirm that we were not experiencing any technical issues with our Poker client during the said tournament, nor do we have a record of any other player's being disconnected.

      Please also note that this was a Freeroll tournament whereby you actually won $85, the sum equivalent to 62.19 EUR which was paid in to your Poker account on the 23/10/13.

      On this basis, unfortunately, we would not be in a position to agree to any further credits to your account.

      We apologise for any inconvenience this may have caused.

      If you have any further enquiries, please do not hesitate to contact us again, or check the frequently asked questions on our Help and Learning site

      this is really incredible, it seems like it s a gift from them to get my money, i have raked more than 25$ to enter this freeroll !!
    • Dublimax
      Joined: 22.11.2008 Posts: 2,233
      Hey Zarrad78,

      This is a known problem on Betfair. Software randomly crashes.

      There are ppl mentionning it on 2+2. I also contacted their support about it and got roughly the same answer (aka it is my internet connection).

      Other rooms on ipoker don't have this issue though...