Absolute Poker customer service and connection problems

Dear Absolute,

Somewhere between Hand # *** and *** on table *** at
approx 02:30 - 02:40 am, I flopped a str8 and had a
guy go all-in. I had him beat at that point, then
your system had a freeze up and locked me
out. I would appreciate ~$12.40 credited to my
account, which is what I would have won off "BRICK"
(about the amount he had at the start of the very next
hand - coincidentally enough I was reconnected), had
the hand been completed. This is major BS. I was
doing well on this table, had a great
image, and your system booted me - off both tables I
was on. My DSL connection was running perfect the
entire time. This is definately not on my end. I
have seen about a dozen people experience the same
thing over the past few days, so again, I KNOW this is
not on my end.

Thank you for your prompt resolution,
L. W.

---------------------------------------------------------------------------------

FTR,

Am I nieve to even consider getting my money back?
I've only played about 15K hands, but never had an
issue yet.

Buckeye

Dear L.W.,

Thank you for your email. I am very sorry about this situation and all
inconveniences it may caused you. I will be more than happy to help
you.

May I ask you what is the game version that you have?
If you do not know, please got to "Help Center" and click on "game
version", it should be 5.5.3. If this is not the one you have or if you
just want to make sure our program is running properly please follow the
next steps;

Please close the Absolute Poker application before doing this.

1. Go to the Start tab on the bottom left side of your screen
2. Select Control Panel
3. Click on Add & Remove programs (remove any versions of Absolute
Poker you have installed)
4. Go to the Start tab again
5. Select My computer
6. Find “local disk C”
7. Find “Program Files” : AP files : please delete
8. Check that you do not have QuickTime or a Firewall installed. If you
do, please disable them.
9. Go to : www.absolutepoker.com
10. Download.

I checked and our end is and has been working fine, I can not refund
your tournament because as I told you everything is well from our end.

Thanks for playing at Absolute Poker! If there is anything else we can
help you with, please let us know. We're here for you!

Sincerely,

Alex
Team Absolute ~ Customer Support
"Continuing to be the Best and Most Trusted"
[email protected]

I emailed them last night after the Gauntlet tourney.

My situation: had the nut str8 at the turn - checked to me - I went to bet and got disconned - sat in shock for 2-3 minutes hoping that I'd get reconnected and at least win what was in the pot (900 chips in & me with 985 left). When I reconnected (left and came back) I had only my 985 left. Lost what I put in the pot and continued to get disconnected. I was glad to finally reconnect long enough to dump my chips.

Their response: we checked and it was not a problem on our end. Basically, you're SOL.

Each time I disconned I opened firefox to see if my connection was down and it worked fine. I think the problem was that if my connection lagged for a second the attempt to reconnect to their server didn't work. I explained this to them but they seemed pretty apathetic.

Dear Absolute,

THIS WAS NOT A TOURNAMENT, THIS WAS A CASH GAME, you
would know this had you investigated this issue
instead of ASSUMING your end was good. Absolute Poker
HAS INTERMITTNET CONNECTION PROBLEMS - THIS IS A KNOWN
PROBLEM - everything was NOT working fine on YOUR end.
AS I SAID BEFORE I HAVE SEEN OVER A DOZEN OTHER PEOPLE
I HAVE BEEN PLAYING WITH RECENTLY, SUDDENLY GET
BOOTED. I KNOW MY CONNECTION WAS GOOD, BECAUSE I WAS
PLAYING ON ANOTHER SITE AT THE SAME TIME AND HAD NO
ISSUES. ALSO, IF I HAD CONNECTION PROBLEMS, WHAT ARE
THE ODDS THAT I WOULD BE RECONNECTED AT THE VERY
BEGINNING OF THE VERY NEXT HAND (STILL BOOTED FROM MY
SEAT AS WELL)? THEREFORE, YOU OWE ME $12.40!!!
PLEASE DO NOT SHIRK YOUR RESPONSIBILITY ON THIS. YOU
KNOW YOU HAVE CONNECTION ISSUES. Please resolve this
insignificant amount of money, to my satisfaction. If
not, how can I trust Absolute Poker with the rest of
my money?

Also, if everything WAS working fine - why was I not
put "All-In" on the hand? Is this feature faulty as well?

L.W.

P.S. when I logged in, I could not get to the help
center because, coincidentally, Absolute released
another version THIS MORNING. When I tried to cancel
- to view the current version, it just closed the
program. When I hit ok, it updated to the next
version, which means I was playing on the most current
version available last night, because i cannot log in
otherwise, unless this is yet another problem with
your system.

AHHH, A very satisfying resolution - NOT:

Dear L.W.,

Thanks for playing at Absolute Poker!

According to our Monitoring Department there were no issues at the time
you mentioned. Unfortunately we cannot compensate you.

If there is anything else we can help you with, please let us know.
We're here for you!

Sincerely,

Ana Cristina
Team Absolute ~ Customer Support
"Continuing to be the Best and Most Trusted" - NOT
[email protected]

tell them they lost a player and withdraw your money. although the amount is very inconsequential, i really dont like the way theyre treating you. poker rooms should be willling to compensate $12 to someone if it makes the difference between them staying or leaving. god knows you pay hundreds of times that in rake.

Who's end this problem is on not important. It's part of playing poker online. Disconnects happen and the poker games continue whether you are connected or not. There are no guarantees on any site (that I've ever heard of). This risk is inherent with playing online poker and taking that risk is required of anyone who plays internet poker. The money was of an insignificant amount, and belittling their support doesn't help your case any. Your best bet is to play on an alternative site and chalk the loss up as part of a downswing and move on.