If there was any doubt about Stars support ...

[William Wilson]

I was having -- am having -- a very bad run in SnGs. After dropping down a level, I not only couldn't win but my connection went south for most of the night. On a whim, I wrote them asking if there was anything they could do.

Response:

Hello William,

I have looked into your playing history for Tournament 14918234 and
found that you missed a substantial portion of this tournament. As we
consider you a valued player at PokerStars I have issued a credit of
$27.00 to your account.

Please understand that we did not suffer any server-side problems or
disconnection during this tournament. Your problems seem to have been
local to your computer or ISP; otherwise many players would have been
disconnected, and that wasn't the case.

Part of the inherent risk of playing poker on the Internet is the
possibility that Internet connections may fail for any number of
reasons. From a practical business standpoint, it is impossible for
us to be responsible for the Internet connections of our players.

Please note rule 8 of the tournament rules located at:

http://www.pokerstars.com/tournamentsrules.html

This rule states, in part:

By participating in a tournament, a player accepts the risk of
Internet disconnection, due to the problems with the connection
between their computer and the servers, lag or freeze or some
other problem in the player's computer. PokerStars does not accept
any responsibility for a player disconnect except in the case of
a server crash."

For these reasons, we cannot make a practice of refunding tournament
buy-ins and hope to continue running profitable tournaments.

In closing, we appreciate your business and hope that you continue to
enjoy playing at PokerStars.


Best regards,

Andrew
PokerStars Support Team