Pokerpages/Bugsys club/Hendon mob poker site

[LIQ]

I was playing a $100 entry NL heads up game and because I am such a tight ass it took ages, after a while my dial up connection cut me off. This site gives you 10 seconds (max) to get back on or you can be taken out of the game in the time it takes you to reconnect. I was concerned about this because most decent sites allow for disconnects as opposed to a slow player just taking too long, heres the slightly annoying reply I got from their customer service manager (3rd time I'd spoken to him but their help screen cuts you off! Apologies for the obvious lag at times!!):


Mike: Hi, how can I help you?
you: mike i need to speak to a manager please, nothing personal mate
Mike: I am the on duty Customer Support Manager for the night
you: and your advice is that people with dial ups shouldnt play on your site?
Mike: no I did not say that
you: ok shouldnt play high limits
Mike: I said I recommend you upgrade if playing for serious money
you: upgrade what?
Mike: standard internet connection, as you admitted yourself, goes down
Mike: your connection
you: yes it does mike and on pokerstars and paradise they cater for that
you: with a 60 second buffer
you: not 60 seconds for people who are too slow to act
you: 70% of your customers have dial ups
Mike: reconnecting with standard connection takes up to a minute
you: i know which is why paradise and poker stars have catered for that
you: with this site you get folded and your opponent can have you out in a minute
Mike: I will pass on your comments to management
you: so are you saying unless i upgarde my connection that i shouldnt use your software because its not as intelligent as your main competitors?
you: ok please do, like I say nothing personal mate but this is real money im risking!
Mike: no I am saying if you are serious about playing online poker for $100 and more you should invest in your connection
Mike: it is the responsibility of the player to stay connected. Otherwise we will have very slow games and that is not desirable to most players.
you: have you asked them? I wasnt aksed when I signed up.
you: most people on the 5+1 tourney were moaning about it
you: its designed to maximise hands per hour, which means your profit not the welfare of your customers.
Mike: We have been in online poker for 4 years. We get many complaints from players about other players with bad or slow connections
you: I understand that.
Mike: saying it ruins and slows down their games
you: Yes. But 20 seconds for slow play is fine
you: or 10 seconds
Mike: I know most of the players here playing for serious money have broadband/DSL connections
you: well the 2 people in 100 heads up have dial ups
you: 70% of online players have dial ups mike.
Mike: That is a risk they are willing to take, some people drive without safety belts
you: lol
you: ok
Mike: but 70% of online players are not playing high stakes, only a small %
you: Pass on my comments please, I wont be playing here again until I am emailed by your managers.
you: My username is *********
you: my email is with my account
you: cheers.

Have I missed the point, I live in an area where DSL or broadband isnt, with that in mind it seems I am not the sort of 'high' (£66 we are talking for a whole tourney!) limit player they want.

It also seems that the lower limit players $5+1 players are not treated the same as the bigger fry, the fact their software doesnt protect the small stakes guys is pushed on me as something thats ok.

Comments please.