Site Issues - 22nd March

Sky_Lee

Hi all,

All systems are now back up and running. We are still investigating the root cause but our main priority was to get the site back up and refunds done.

As was the case last night, we have done the following:

-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 understand that a lot of questions need answering, and we will aim to get a more detailed response regarding the cause on here later tonight or tomorrow morning.

We have tried to settle all games as fairly and quickly as possible. We appreciate that some of you may not be happy with this result, and our contact centre team is available to assist you, but please be aware that they will be very busy so we would appreciate your patience whilst they try to answer all queries.

Our sincerest apologies for all the inconvenience caused by the disruption to services.

Regards
Lee

matisback

once again i feel robbed i struggled to keep myself in the primo and by some miracle i did the reund however is not great as i was also in the 4k bh and got a massive 77 quid thanks a bunch this however does not help when i bust mini for 5 50  3 direct sats for around 30 three bounty hunters for  around 40 pound what about the ones we blinded out in sky?

Sky_Lee

Hi matisback,

We can only apologise for your experiences over the last 2 evenings. We have reviewed your account and applied all refunds.

If you are not happy with this, can you please contact customer care.

Again, sincere apologies.

Lee

QueenKiz

In Response to Re: Site Issues - 22nd March:

Hi matisback, We can only apologise for your experiences over the last 2 evenings. We have reviewed your account and applied all refunds. If you are not happy with this, can you please contact customer care. Again, sincere apologies. Lee
Posted by Sky_Lee

Hi lee I reg in the £750 BH at half 12 last night and fell asleep from waiting can u I woke up and was forced all in as I only had a few chips left do I get refunded for that ty and hope the problem is solved 

Magicalman

The technical problems which sky sufferred were unacceptable from the customers perspective but these things do happen from time to time.

The way the sky team managed the situation was excellent. The "In Game' communication was good and a big TY to TommyD who immediatewly opened up a forum thread.

The formula Sky are using with regard to compensation and refunds seems to be very fair so, in conclusion I would like you to consider the following.

You are throwing on a dinner party, your guests have arrived, the food is being cooked and suddenly the gas and electricity are cut off. So no lighting, heating or cooking.. What would you do?

In my opinion the sky team have managed this issue to the best of their ability considering the horrific issues they were faced with.

So when you take time to complain please consider this as it wasn't the team's fault.

P.S. Please can we avoid this tonight :-)

shaun09

queenkiz Contact customer support.

Sky_Lee

Hi QueenKiz,

I've reviewed the play and it looks like you had the full 2000 chips when you started play.

Regards
Lee

DUNMIDOSH

Silly question,

 

but whats going to happen if the fault reappears tonight?

If you're paying £110 and something goes wrong

Is it fair? not to know how the situation will be resolved, until after the event?

I dont mean to be rude, but if you dont get the full experience paid for, shouldn't everyone get their money back irrespective of chipstacks?

You wouldn't expect to pay for a 3 course meal at a posh restaurant and be kicked out before finishing the starter.then expected  to leave with little or no refund.

Once is acceptable,  twice is forgiveable but if it happens again, there are no excuses IMO

MAXALLY

Can I enquire if all the Sky Poker award points have been updated from last night please? 

churchy18

was in 2 dyms had been playing both for about 20 minutes 2 players had been busted by they,re own play before the problems started was  just wondering if those players that had lost before the games crashed will be refunded and if so how is this fair on the 4 players left at each table that after beating 2 opponents and playing for 20+ minutes yet get the same result?

thanks in advance for the reply..churchy

Sky_Lee

Hi churchy,

The angle we took was to be as fair to as many people as possible and at the same time get things done as quickly as possible. Without going into technical details about the setup this was the best way to go about it with SnG's. We understand not everybody will be happy, and we ask those to contact customer care.
We have credited your account with a goodwill gesture.

Regards
Lee

churchy18

In Response to Re: Site Issues - 22nd March:

Hi churchy, The angle we took was to be as fair to as many people as possible and at the same time get things done as quickly as possible. Without going into technical details about the setup this was the best way to go about it with SnG's. We understand not everybody will be happy, and we ask those to contact customer care. We have credited your account with a goodwill gesture. Regards Lee
Posted by Sky_Lee

thanks very much lee.maybe players should be given a little bit more information and they would be more accepting and willing too wait i think that is what is annoying most people.

Also have too say was was happy with how i was dealt with by customer care as well helpful even although they must be sitting there pulling they,re hair out just now..

Hope sky give toomyd a wee reward for his efforts over the last few nights as well done a great job in trying too help and calm people down and giving as much information as possible..

if i lost the game through my own play and not through the outage i would not expect my buy in back as i lost. thats all i was meaning footsie any1 that lost/got blinded down because of the outage definetly deserve they,re money back..good luck churchy

Sky_Lee

Thanks churchy, and TommyD definitely got rewarded for his great work last night.

Sky_Lee

@Maxally - all the points should be fine

Mikeycb

In Response to Re: Site Issues - 22nd March:

In Response to Re: Site Issues - 22nd March : thanks very much lee.maybe players should be given a little bit more information and they would be more accepting and willing too wait i think that is what is annoying most people. Also have too say was was happy with how i was dealt with by customer care as well helpful even although they must be sitting there pulling they,re hair out just now.. Hope sky give toomyd a wee reward for his efforts over the last few nights as well done a great job in trying too help and calm people down and giving as much information as possible.. if i lost the game through my own play and not through the outage i would not expect my buy in back as i lost. thats all i was meaning footsie any1 that lost/got blinded down because of the outage definetly deserve they,re money back..good luck churchy
Posted by churchy18

I was very happy with the way i was treated last night by Liz K(i think) she explained everything fully.

Also i agree that TommyD did his best to update and keep everyone calm last night! the least he deserves is an entry to the roller or at very least a seat in the sat :-)

Although i understand some peoples fraustrations things happen outside of skys control... do you think they would intentionally stitch themselves up?

Sky_Lee

Slightly different scenario last night, footsie, in that the site was then taken down due to ongoing issues. Which is why the refunds were given.

Definitely no cyber attack but thanks for the heads up.

richpark06

y is sky poker so bad.

longman912

 looks like the problems are ongoing, ive been having trouble opening tables today aswell.

 i had to close the two cash tables i was at because my bounty hunter table would not open, also when i tried to  open extra cash tables i was unable to.

 after rebooting and reopening sky i was able to continue.

 

CraigSG1

I just want to say thanks to Sky for dealing with my problems from last night and the refund. They dont have to and at least I know my money is safe.

matisback

just got booted again sky knocked me out of 22bh and 22 main quali

lerky

hi lee I notice I have no refund for last nights primo- I had table freeze after 20mins or so of play which would then not reload until 1st break. it then froze up again after the break and when eventually reloaded table(connection was fine) the game was then paused. I was basically blinded out 1700 chips out of the 3k ss. I believe I deserve a refund
and I was sat next to matisback and he was away more than i.