Is this reasonable? (topic: Stars refund policy)

[Pat Southern]

[ QUOTE ]
Is this unreasonable?? i was in the 25,000 GUARANTEED....Keyword...."GUARANTEED.....Yet the pool was only calculated using the buy-ins and whatever few rebuys were made before it closed......$8,890.00
I mean guaranteed is guaranteed isn't it??? shouldnt we have gotten a share of 25,000?

[/ QUOTE ]

I was in the 25k last night too and was thinking the same thing, that since it was a $25k guaranteed we could make a pretty nice profit. But to demand that they fork over $16k extra for a tournament that lasted 3 hands is a little unreasonable. If their customer service wasnt so good, or this happened often, I would make a fuss about it, but they've been good to us and I dont think its worth the fuss.

[sloth469]

Agreed.

[Lee Jones]

Hi all -
We're looking at this right now. Our current roll-forward algorithm isn't "shootout-aware," to use a geek term. I don't know what exactly we're going to do, but we'll make sure that we take care of everybody somehow.

Thank you for your patience and understanding.

Best regards,
Lee Jones

PokerStars Poker Room Manager

[sloth469]

Thanks Lee.

[gcDanno]

Thanks Lee. I was in the same boat as the others, having won my first round in the Quad shootout, but just am not going to quibble about $13.49.

Heck, I'm sure I'll eat/drink that much of your free food at the cocktail party in 2 weeks! [img]/images/graemlins/grin.gif[/img]

[sloth469]

C'mon it's not about the money (in this case), it's about what is right.

[augie00]

Superman of the internet poker world steps in again! Thanks Lee.

[Jax_Grinder]

[ QUOTE ]

Hi all -
We're looking at this right now. Our current roll-forward algorithm isn't "shootout-aware," to use a geek term. I don't know what exactly we're going to do, but we'll make sure that we take care of everybody somehow.

Thank you for your patience and understanding.

Best regards,
Lee Jones

PokerStars Poker Room Manager

[/ QUOTE ]

That is just AWESOME. Can you imagine support at PartyPoker doing anything about this at all? Let alone having a representative come on 2+2 and respond.

Of course, if they did, it would look like..."kShaNika virAma chatura idhara akasmAta - Sincerely, Ashok." Translation, "tough noogies."

[Lee Jones]

[ QUOTE ]
I was playing in a freeroll tournament on Stars when it froze with 41 people left. Because there was no actual money in the prize pool, it appears that i will end up getting nothing.

[/ QUOTE ]

The exact opposite. We have a guy named Jeff who is the über-handler of problems such as we had last night. He figures out how we're going to handle the exception cases (such as with the quad-shootout), etc.

When it came time to deal with the freeroll with 41 players left, guess what Jeff did? He put on his HostSanta hat and put all 41 players into Sunday's event.

As I have said before, often I have the privilege of announcing the cool things that PokerStars does, but I really wasn't the one who made the decision. If you want to applaud (and that's a fine thing to do), applaud in Jeff's general direction.

Best regards,
Lee Jones

PokerStars Poker Room Manager

[durron597]

I was really happy with the decision to refund all the FPP in the 500 FPP satellite. I almost would have rather had the FPP than the 11 bucks even though they are about equal in value.

Thanks for not taking the value of my 3rd hand double up away from me!