GGpoker server error, MTT wasn't paused/rolled back, and didn't receive accurate refund
While playing GGPoker (Natural8 client) on Jan 12, 2025 at 07:10 local time I started experiencing major software issues while playing which included all my player color tags disappearing and not being able to access any of the textual notes I have on each player. I also experienced limited functionality within the client including, but not limited to, my balances all shown to be $0 and being unable to access the cashier. When the issues began I was playing the $215 Omaholic Bounty Daily Main which was on the final table bubble with 8 players remaining in the field. I decided that I would wait a few minutes until the bubble broke and then during the final table 5 minute break I would log out and log back in with plenty of time to spare. I assumed that this process could potentially fix the issue or at worst I would return and the client would be in the same unfortunate state it before I closed it. Upon attempting to log back into the client I was presented with this error message:
So I contacted the live chat support and was given this message:
This is a server side issue/error which has happened before and one which likely affected many players and should have triggered the pausing of all tournaments across the network to restart after issues were fixed and stacks could be rolled back. If stacks were unable to be rolled back this should have resulted in their cancellation according to the game cancellation refund policy on their website. The tournament I was playing wasn't paused even after I had contacted support and informed them of the issues I was facing. The tournament continued to progress as if nothing was wrong while I was locked out of the client and was having my chip stack, chip position, risk premiums, bounty potential, and expected value all massively adversely affected. On my end I had tried all possible ways to login to the client including through the windows client using an ethernet connection, Wi-Fi, and a tethered mobile device connection and through the mobile client using my cellular connection and my phone connected to my Wi-Fi. Neither my device nor connections were at fault for the issue.
https://help.ggpoker.com/article/Underst...
The issue of not being able to login occurred at approximately 07:15 local time and lasted until ~07:38 when I was finally able to login with the action on me during a hand which started at 07:37 according to my database. Upon logging in I still had some of the issues with my color tags and notes missing. These ~23 minutes are equated to 18 hands missed at the final table (all 15 hands of the initial blind level and 3 from the 2nd) as well as missing out on the portion of the final table involving seat selection which would have been of significant value being the chip leader and selecting last. What occurred instead was that 2nd in chips was able to pick the seat directly on my left and mostly avoid the ICM pressure I could have applied to them if sat elsewhere. I was forced to remain with what was perhaps the worst seats in regards to accumulating chips and collecting bounties and I would have chosen any other seat had I been able to.
AsJc9h6c is the last hand I was able to act on, AsKcQs8s is the hand I returned on
The amount I was refunded neither reflects what should have resulted due to server issues according to the network refund policy nor does it reflect an amount anywhere near that which I was negatively affected for. I am hoping that by making this public it will reach someone at GG/Natural8 who will make things right and correctly refund me according to their listed policy listed on their website.
