Poker Stars customer service?
Yesterday, I had enrolled in a "sit n go" turbo tournament. During the action, I was disconnected and was unable to reconnect due to "no local object". I was subsequently blinded out. During this ordeal, which lasted a while, I emailed poker stars and got a reply saying they are aware of the issues some clients are experiencing and that refunds will be available to those who were affected. All I had to do was email them the tournament number and my online name. I did, and by the time I awoke this morning I had received an email saying my situation was reviewed and I was eligible for a refund and that it had been added to my poker stars account.
This evening however, I received another email. It stated that during this technical error some players got refunds that they did not deserve and that I was one of them. They deducted the refund from my account.
First of all, if I pay to play, I should not encounter technical errors on poker stars behalf. If I do, like this situation, I should be awarded a refund. What stuns me the most, and what makes me question Poker Stars' ability to handle issues, is the fact that they did award me the refund. Then the took it back.
This evening however, I received another email. It stated that during this technical error some players got refunds that they did not deserve and that I was one of them. They deducted the refund from my account.
First of all, if I pay to play, I should not encounter technical errors on poker stars behalf. If I do, like this situation, I should be awarded a refund. What stuns me the most, and what makes me question Poker Stars' ability to handle issues, is the fact that they did award me the refund. Then the took it back.
Comments
ETC ETC, they have been good to me for the most part with them. I didnt get a refund when I left my registering program on once which kinda sucked...
Switch0723 got same e-mail as you today too, we joked about and said that 3 years ago Stars would not take the $60 out of ur acct but prob give you another $60 for your troubles...
Or whatever they took out of ur acct
To be fair though, it's like someone giving you $60 cashback by mistake and than taking it back. They are a business and obviously since your not the first one I heard it from it was prob thousands worth of refunds that gave back.
The fact the gladly returned without investigating more at first was nice of them, prob not the best business practice though. If you like you can try to fight the issue, send them a refund request
Email support@pokerstars.com and in the subject put in "Refund Request: Tourny id"
In the e-mail stat your reason for a refund and post the tourny ID number again. (if you dont have it look on sharkscope, or pt4/hem) They will do an investigation and give you a reply, they have been very good with it to a lot of players. It's worth a try, pretty much a freeroll actually...
Edit: if u ended up cashing in this, they will not refund you 100% for the buyin, but if you didn't you can try