Did ultimate bet handle this correctly?

[ElNeko]

Played some NL hold´em at ultimate bet with $100 buy-in.
I just played an all in pot that I won, the money was just brought to my seat, the chat windows displayed:
#5781795-1174: El_Neko wins $212.80 with flush ace high

Right at this moment the table just locked up and nothing happend. I took a screenshot of this just in case.

After about 25 minutes I receive an email from UB telling me that my credit after the hand 1173 has been returned to my account.
I send them my screenshot showing clearly what I´ve wrote above but I get this reply:

"
Dear X X,

Table Mapplewood was shut down on hand 1173 for technical difficulties. Hand 1174 was never finished. You were refunded exactly what you had on table Mapplewood at the end of hand 1173. which was $105.6.

Unfortunately we can not give you credit for a hand that was not finished.

The resolution in this case is final.


Customer Service Department Supervisor
"

To me this is a no brainer, it was our fault that this happend, make it right. Apparently ultimate bet has a different view.
After paying about $2k rake last month, I dont really feel like a valued customer after this.

I hope this is ok to post here.

I´m looking forward to hear all you other forum readers opinion about this and if anyone of you have had similar experiences.


//Neko

[CrazyN8]

can you post the screen shot? From what you are saying, this does sound like a no brainer. You should get the money one way or another.

[ElNeko]

Hmm didnt have a web page to put it on, but the msn one will do. Hope it works now.
UB picture

[Rudbaeck]

Vote the only way you can, with your wallet.

[CrazyN8]

[ QUOTE ]
Hmm didnt have a web page to put it on, but the msn one will do. Hope it works now.
UB picture

[/ QUOTE ]

it works...they owe you!

[FlFishOn]

Threaten those fools. Tell 'em you are well net connected and anxious to cost them thousands in future business if they screw you. Bad news travels fast on the web. If they're convinced you're a minor ahole you might get your C note. Think of that hourly rate!

I like UB. They outta cough up. Keep us informed. Also realise that they have done exactly what their proceedures outline. You need 'em to step up.

[CORed]

My guess is that when the server software crashed, it sent the data to your PC indicating that you won, but failed to write it to their server logs. So, as far as UB is concerned, the hand wasn't completed. I don't doubt that events happened exactly as you described them, but my guess is that UB doesn't want to rely on screen shots, which could easily be faked, and is acting based on their logs, which probably do not show the hand as having completed. I don't think they are deliberately trying to screw you, but I think it would be better business-wise to give you the benefit of the doubt and pay you your winning, but I can understand their position, if my guess is correct.

[ElNeko]

I´m sure every piece of information sent to players chat window are logged somewhere, not just under the first rock you look under. If UB cared to look, I´m sure they could fine the info.
Even if my screenshot was a fraud, how often could that happen? If "fraud" screenshots is a problem, then maybe there is something wrong with their log system if they can´t resolve these things correctly.

The real sucky part about this is that I really like UB and got a good 28% rake back on the site, but after this I just can´t continue to play there.

[mcozzy1]

Does ultimate bet EVER handle anything correctly? Not usually.

[OldYoda]

[ QUOTE ]

To me this is a no brainer, //Neko

[/ QUOTE ]

Nothing is ever a no brainer when dealing with online poker or online poker sites.