Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014

NAILS01197

I was in 5 or 6 dyms when the site crashed and I have not been refunded yet

Winter101

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014 : Hi There, I've checked your refund and it was correct, you received £75 in bounty prizes, which included the 3 heads you collected and your head prize. You also received an equal share of 1/4 of the total prizepool and 1/4 of the prizepool paid proportionate to chipstacks which made a total refund of £173.88 I appreciate that it may seem lower than you expected but it is correct in line with our settlement rules Apologies Adam
Posted by Sky_Adam

So what happens to the other 2 quarters of the prize pool?

unknown_username

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014 : So what happens to the other 2 quarters of the prize pool?
Posted by Winter101

On a bounty hunter the total prizepool is split 50/50 between head prizes and cash prizes remember. The 50% head prize pool was fully refunded in the form of heads collected and head prize refunds. The 50% cash prize pool is then split in half again and paid out as i described.

Hence why in a bounty hunter tournament, settled by chipstack, the refunds may seem lower than expected, simplt because the prizepool split by chipstack is lower.

Does that make sense?

Adam

haddock214

was blinded out on both main and mini game last night can you help me please

unknown_username

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

hi there thought i would leave it till today as you were busy last night ipaid £33 to enter 10k bounty hunter last night and was on till first break then was blinded out and never recieved a refund i got one bounty back but that was all could you please check and see what happened
Posted by haddock214

Hi Haddock,

Thank you for being patient, this has now been resolved by customer care, please check your account balance for confirmation.

Best wishes

Adam

unknown_username

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

gerryatblack, aka SumThing i entered two double your money trnys at 21-23 and 21-24 last evening, never managed to get to the tables. Nothing creditted back, When you get 5 minutes have a look for me Thanks
Posted by SumThing

Hi Sumthing,

Yes our customer care team have handled this now for you, please check you balance for confirmation of the refund

best wishes

adam

Winter101

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014 : On a bounty hunter the total prizepool is split 50/50 between head prizes and cash prizes remember. The 50% head prize pool was fully refunded in the form of heads collected and head prize refunds. The 50% cash prize pool is then split in half again and paid out as i described. Hence why in a bounty hunter tournament, settled by chipstack, the refunds may seem lower than expected, simplt because the prizepool split by chipstack is lower. Does that make sense? Adam
Posted by Sky_Adam

Ok. I get it. Thanks for explaining. Good luck with all the happy campers!

unknown_username

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

I had just joined a st and go £5.50 last night when system stopped. No refund yet - am I due one?
Posted by Philcox2

Hi Phil,

Thanks for your patience, your refund has been processed, please check your account balance for confirmation

Kind regards

Adam

NAILS01197

I was playing 5 or 6 double your moneys when when the site went down but as yet nothing has been refunded to me. can someone please look into this

unknown_username

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

I was playing 5 or 6 double your moneys when when the site went down but as yet nothing has been refunded to me. can someone please look into this
Posted by NAILS01197

Hi Nails,

This has now been resolved for you by customer care, please check your account balance for confirmation.

Best Wishes

Adam

stupid77

I was in the 10k bounty hunter with 1600 chips. I raised 600 with ace jack in my hand, to where my game crashed, £33 is a lot of money and I haven't received any refund due to this. Until this is resolved I will not be playing any more, even though I am a loyal customer. Stuart

splashies

I must say Sky_Adam you're doing a great job sorting these individual cases out.

unknown_username

In Response to Re: Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

I was in the 10k bounty hunter with 1600 chips. I raised 600 with ace jack in my hand, to where my game crashed, £33 is a lot of money and I haven't received any refund due to this. Until this is resolved I will not be playing any more, even though I am a loyal customer. Stuart
Posted by stupid77

Hi Stuart,

i've spoken to our customer care team, please check your account for confirmation as this should now be resolved for you

thank you for your patience

Adam

armstron07

Hi, 

I had just registered for the 2000 mini bh when the system crashed, I didnt get a chance to play a hand, can i get a refund?

Thanks.

N17_TOM

Hi
I still have not been refunded £3.30  for the DYM I couldn't play in last night

Sky_Lee

@armstron07 - this has now been resolved. Please check your account for confirmation.

Sky_Lee

@N17_TOM - Customer care have resolved this issue, your account should reflect this.

andycatt23

hi i was registered for a tournament last night and was unable to play, do i get my money back?

dantelechu

hi I was playing in game number 9197978 last night and my page wouldn't load, I haven't had a refund yet? can you please advise?

dumb_blond

In Response to Tonight's Site issues and Refunds Explained - Our Sincere Apologies 21/03/2014:

Hi Everyone, As a lot of you will be aware we had an unforeseen outage this evening, which caused a complete loss of service from ~ 8.40pm until 11.05pm. Everyone here at sky poker would like to offer their sincere apologies to all of you affected, I know many of you will be wanting to know about refunds so please see below for details of how we have handled games which were running: All Active Scheduled tournaments have been settled based on chipstacks All Active Sit and go’s have been voided with all buy-ins refunded All Cash game players who were stood up (either by choice or being timed out) had their balances returned to their account. All scheduled tournaments which hadn’t started have been cancelled All Sit and go’s which hadn’t started have been cancelled We are still investigating the root cause of the issue but the site is now back up and all games should be running. We will provide more information as and when we can on this. We know many of you have/are contacting our customer care team who are doing their best to deal with all your queries. We have tried to settle all games as fairly and quickly as possible, but we appreciate that some of you may not be happy with this result. Our contact centre team will be on hand to assist you, but we would appreciate your patience as they try to answer all of your queries. You are welcome to respond here and I will do my best to answer your queries directly this evening.  Once again many apologies for this evening, as a small gesture of goodwill there is an additional £500 Freeroll added to the lobby at 11.30pm.     Apologies   Adam Product & Operations Manager    
Posted by Sky_Adam

dumb_blond

joined the 9:15 £100 deep stack for £2.20 never able to launch it only given £2:11 back

principal not the 9p

bobill

hi i entered the £2.30 bh  last nite but was unable to play the game but i have yet to recieve my refund

smellydog

I was playing in two BH's last night
#3847810099 £2.30 buy in
#3847818743 £5.50 buy in

and now two tonight
#3853290624 £2.30 buy in
#3853493005 £2.30 buy in

Its all very well saying you have settled on chipstack, but having chipstack depleted because you couldn't
play the game is not very good.

I haven't received any refund for yesterdays as yet and now more of the same.

Will i be getting a full refund of my buy ins ?

dangerdai

Can I have a refund for tonight please I was in mini the primo also the £2.20 deepstack

harrowel10

so was i in the £500 bountyhunter and it went down on me do we get our £2.30 back 

Gollygosh

whats going on? I was 3rd in the 500 bh when the pause came.  Now i see in the lobby that i am 6th. I still cant load the table. Please get the tables paused again

unknown_username

Is there any indication as to why this has happened again? I haven't been playing the last few nights. But planned to play the roller tomorrow. But I do not wish to experience some of the things I have heard on here.

Are there any gtds that this has been resolved now?

Gollygosh

if this was live poker, nobody would be playing to make it fair. Please can you pause the tables as i am getting blinds stolen and can do nothing about it?

dumb_blond

again tonight joined the 9:15 £2:20 deep stack woudn't launch

played the 7:45 £1:10 deep stack no problem.
 
getting sick of this refund the ""£2:20 please

matisback

here we go again this has cost me 3 direct sats for £25 my primo half stacks gone my 4k had t jam t stay in it knocked me out of 1k and half my stack in mini comes to around 145 quid what u gunna do