PokerStars Support - Refund request

Pasidalinsiu patirtimi. Lošiau vieną vakarą SNG 180man ir netikėtai diskonektinosi starsai. Visą kitą veikė normaliai, kiek draugų klausiau - visiems veikė starsai normaliai, atsigavo gal po 5-7 min ir vienam kaip tik laikiau AA ir prieš mane sugrustas AI. aišku call nebespėjau paspausti - tai ant tų nervų parašiau starsam ir pareikalavau refundo. Gavau du laiškus, pirmajį kurį nukopinu - gavau paskutinį:

Hello Edvardas,

Thank you for your patience in waiting for our response regarding your tournament refund request.

The nature of the Internet is such that incidents like these can happen for reasons beyond both your and our control. In this case, I am able to confirm that your disconnections were not caused by our servers as at the time of your disconnection, the remaining players at your table continued to play without difficulty in your absence.

We have reviewed your playing history for the tournaments in which you were experiencing some connection issues:

Tourney ID

976691101 prize won

976693666 $2.50

976703841 $2.50

976714405 $2.50

976715905 $2.50

976717886 $2.50

976719640 5 hands missed, not materially affected

976721391 $2.50

As we consider you a valued player at PokerStars, we have issued a credit of $15 to your account for the tournaments that were adversely affected.

Please understand again that we did not suffer any server-side problems or disconnection during these tournaments. Your issues seem to have been local to your computer or Internet Service Provider (ISP); otherwise many players would have been disconnected, and that was not 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.

Rule 19 of our tournament rules states, in part:

"19. By participating in a tournament, a player accepts the risk of Internet disconnection, due to problems with the connection between their computer and the servers, lag or freeze or some other problem in the player's computer or the Internet.

* a. PokerStars does not accept any responsibility for a player disconnect except in the case of a server crash."

The complete rule list is available on the PokerStars website:

http://www.pokerstars.eu/poker/tournaments/rules/

For these reasons, we cannot make a practice of refunding tournament buy-ins in large batches of events like this and expect to continue running tournaments.

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

Regards,

Ovidiu

PokerStars Support Team

Hello Edvardas,

Thank you for your email.

The Network Status Report (NSR) you provided verifies this issue stems from a local problem and not from our site. This report runs a ping trace to various websites around the world to test your connection in general.

Please allow us a moment to break down that report and demonstrate. The set of traces listed below are ran to Australia, Cambridge (UK), US West and East coasts, (US) Manx Telecom (IOM), and the Pokerstars.com Website (IOM). With the exception of the PokerStars website, none of the other servers belong to PokerStars nor are they related to your connection to our servers. We use these sites to test your overall connection and path of data communication. We have only included small snippets of each trace and you may review the file you sent to review the entire path.

[2014/09/23 00:16:27]

Host syd-nst.pokerstars.com

(...)

1 --- [ 192.168.0.1] Pings=2 Quality=33 Lost=1

2 --- [ 192.168.1.254] Pings=3 Quality=100 Lost=0

3 --- Error - Status 6 Lost=2

4 --- [ 82.135.182.4] Pings=1 Quality=0 Lost=1

(...)

Host lon-nst.pokerstars.com

(...)

1 --- [ 192.168.0.1] Pings=4 Quality=100 Lost=0

2 --- [ 192.168.1.254] Pings=3 Quality=100 Lost=0

3 --- Error - Status 6 Lost=2

4 --- [ 82.135.180.3] Pings=1 Quality=0 Lost=1

(...)

Host usec-nst.pokerstars.com

(...)

1 --- [ 192.168.0.1] Pings=2 Quality=33 Lost=1

2 --- [ 192.168.1.254] Pings=3 Quality=100 Lost=0

3 --- Error - Status 6 Lost=2

4 --- [ 82.135.182.3] Pings=1 Quality=0 Lost=1

(...)

Host uswc-nst.pokerstars.com

(...)

1 --- [ 192.168.0.1] Pings=2 Quality=33 Lost=1

2 --- [ 192.168.1.254] Pings=3 Quality=100 Lost=0

3 --- Error - Status 6 Lost=2

4 --- [ 82.135.182.2] Pings=2 Quality=100 Lost=0

(...)

Host mt-nst.pokerstars.com

(...)

1 --- [ 192.168.0.1] Pings=2 Quality=33 Lost=1

2 --- [ 192.168.1.254] Pings=2 Quality=33 Lost=1

3 --- Error - Status 6 Lost=2

4 --- [ 82.135.182.4] Pings=1 Quality=0 Lost=1

(...)

Host psweb-nst.pokerstars.com

(...)

1 --- [ 192.168.0.1] Pings=4 Quality=100 Lost=0

2 --- [ 192.168.1.254] Pings=2 Quality=33 Lost=1

3 --- Error - Status 6 Lost=2

4 --- [ 82.135.180.1] Pings=3 Quality=100 Lost=0

(...)

As you can see the traces fail starting at hop # 1 for most sites traced.

Hop #1 belongs to your router, which means that it may be blocking our software from connecting properly, as sometimes the default firewall that routers have can interfere with our client’s connection. Most routers are fine pieces of equipment, but sometimes they need to be updated and configured for online gaming software.

Please set the trigger (automatic port forwarding) for the following ports: 26002, 443 and 22.

Using a Web browser, bring up your router's configuration page. By default, the URL is 192.168.0.1 (or similar), the user name is "admin", and the password is blank. Once you have accessed the router configuration page follow these instructions as a guideline (exact instructions may vary depending on router model).

1. Click the Advanced tab

2. Click the Applications button

3. Click the Enable button

4. After Name, enter "PokerStars" or anything you wish to label this setting 5. After Trigger Port, enter 26002 6. After Trigger Type, choose TCP 7. After Public Port, enter 26002 8. After Public Type, choose TCP 9. Click "Apply"

10. Repeat these instructions for ports 443 and 22

Some players have also reduced the Maximum Transmission Unit (MTU) setting from 1,500 to 1,200 with excellent results. We recommend you to use the value of 1,312 as theoretically speaking it will be compatible with most equipment running on 53 byte packet sizes.

Updating the firmware on the router may also stabilize the connection, but if it does not then you may need to acquire a different model or a different brand of router, or work without a router (running your cable/DSL modem directly to your computer). As a router provides some minimal natural firewall capabilities, we do recommend using a router.

To upgrade your firmware, please contact the router vendor or manufacturer.

We suggest using a wired connection from your computer to your router as wireless connections (WiFi) are generally speaking less stable. If you use a wireless connection, please check to see if your router has a Turbo or G option and turn it off. For example, in the wireless option of your router's configuration page, you may find a field with 'B/M/G Mixed' which can be changed to 'B/M Mixed'. This will disable the G option. Some "Super-G" or "Super-G Turbo" routers have a problem running in Turbo mode. Apparently they use "channel hopping" to bond multiple channels in support of this feature, but it is highly susceptible to interference from other 2.4GHz wireless networks and devices. Turning off the channel hopping feature (or the Super-G/Super-G Turbo mode) of such devices will turn them into a standard 802.11g wireless device and may make them more stable. Please contact your router vendor or router documentation for more assistance with turning off these features of your router.

Also, we have forwarded your email to our Refunds Team. They will review your claim and respond as soon as possible.

Your patience is appreciated.

Regards,

Vitor B

PokerStars Technical Specialist

yep, PSas babysittina savo grinderius joks kitas kambarys niekada neprilygo situo aspektu.

Ka parasiai pirmam laiske, man tas pats sian buvo nutike... ir ne dvoikes losiant..

Ka parasiai pirmam laiske, man tas pats sian buvo nutike... ir ne dvoikes losiant..

parašiau, kad dabar žaidžiu sng 180 ir jūsų softas pakibo. Visą kitą veikia normaliai. Prisegu network connection logą. Prašau išsiaiškinti visas jūsų softo problemas ir gražinti visas mano žaistas įpirkas.