Sunday November 9,2014 : TEETHING PROBLEMS FOR POKERSTARS U.K. SWITCH
Changes to comply with new UK point-of-consumption law marred by software glitches.
Brit online poker players newly migrated to the Pokerstars UK site in compliance with the new point-of-consumption-based laws had the stressful experience of being booted out of tournaments this week and told: “We are sorry, PokerStars does not offer Real Money games in your area.”
Their concerns over legitimacy and refunds quickly found voice on the twoplustwo forum, but Pokerstars was quick to react with an assurance that the problem was a software glitch. However, that didn't assuage concerns over compensation for players who had been on an abruptly interrupted winning streak.
The Pokerstars policy is to refund the buy-ins to players impacted by unusual events like this, but that doesn't cover compensation for lost tournament equity, as several players discovered when they complained to Pokerstars and were told that the situation was "extremely unique and rare”, therefore:
"Unfortunately we do not provide refunds based on tournament equity for circumstances such as you’ve experienced."
Pokerstars went on to explain that the last time equity-based refunds were given was during a major World Championship Of Online Poker event, when technical issues negatively impacted the way many of the company's tournaments were running.
"As a result, it was decided after discussions through senior management to review refund requests based on equity lost throughout each tournament," Pokerstars advised.
But that was not the case on this occasion, and no equity refunds would be made, Pokerstars added in a decision that fuelled the firestorm on twoplustwo.
However, it appears that the ruling was not etched in stone, because by Friday there were reports that very fair equity refunds had been granted, and successful players were urging others to pursue their cases with the online poker provider.
Players has earlier complained of other teething problems following the switch to the UK site, including difficulties in actually making the changeover despite invitations to do so from the dotcom site; loyalty program glitches; problems with multiplier calculations and awards; difficulties in entering some tournaments; and re-player inaccessibility.
No doubt the techies at the Pokerstars Isle of Man premises had a busy weekend.