I was playing on Ladbrokes yesterday when i am 99% sure there was a network disconnect just after the river card was dealt partially proven by the customer response email below
"The game logic took over when both players disconnected and checked the hand on the river. "
Although he goes on to claim there wasn't a network wide disconnect even though everyone on the table actually disconnected as when i was able to reconnect there was only one person on every table i.e. it was network wide. What are the chances it was just me and my opponent?
After 4 emails i was finally able to get 50 pounds back but they make it sound like they are doing me a favour. Just because the game logic took over doesn't mean the hand was played fully, I was only allowed to play half a hand, in the event of only my opponent disconnecting i could have min bet and won the pot as ladbrokes doesn't have disconnect-protect. If he is indeed correct and it was only me and my opponent who disconnected then why give my 50 pounds, I would also agree in this situation that i don't deserve anything back.
When i used to play on party i would occasionally get the email along the lines of we are sorry here is your refund in these events. Surely in this situation there should be a FULL refund or am i being unreasonable? Can anyone else on Ladbrokes at the time also confirm or deny they were also disconnected on Sept 14 19.32 UK time.
Dear Mr Peever,
Thank you for your e-mail. I have reviewed the hand in question and can confirm that normal game play occurred throughout. The game logic took over when both players disconnected and checked the hand on the river. This is something that is standard across the industry when game play is interrupted by disconnections. As I understand it there is no software available which would void the hand during a disconnection, the hand would play out and perform exactly as ours did. The only time when a hand is voided would be when there is a complete server crash, in this instance the hands would be voided and any funds committed to the pot would be refunded automatically.
I am also at liberty to tell you that you opponent was indeed holding AA. This would have been shown during the showdown, so we can reveal this to you on this occasion. So the only cards that could have beat himwas a 3 or 4 making a full house v two pair.
I have also looked at the hands at the other tables you were playing at which hands were folded due to the connection problems, I can see that you lost two small blinds and one big blind.
In circumstances where (as outlined above) a complete server failure occurs all hands are voided in cash game play and funds returned to players. However, as this was a connection issue this did not happen andplay continued which would be how the software is expected to run. In view of your good standing as a valued customer with Ladbrokes Poker andas a gesture of goodwill for the interruption to your game play yesterday, I have credited your account with £50 on this occasion which I sincerely hope you accept with our best wishes. I must however confirmthat this payment is a goodwill gesture and would not normally be paid under normal circumstances where disconnections occur.
If we can be of any further assistance, please contact us again and we will be more than happy to help you.
Kind regards, RichardHead of Poker Customer ServiceLadbrokes Multi Player Poker
