Fortune kundeservice

Hej PN

Sagen er den at jeg under Icop finalen i søndags ligesom mange andre på bossen oplever lortet går ned, jeg sidder på det tidspunkt ud over Icoppen, i Head Hunter og 10k Rebuy.

Da jeg sidder og gamer med nogle kammerater hvis Boss kører fint, observerer dit mit bord mens jeg er disconneted.
Jeg estimerer jeg er af Bossens software fra 20:33 til 2 min efter jeg sender min klage mail, hvilket ca. er 20:53

Main point her er at min stack i 10k Rebuy går fra ca. 5400 med en big blind på 400, til ca. 3300 med en big blind på 600.

Altså fra 14,5BB til 5.5BB.

Jeg mener så, som man kan se i min mail korrespondance at min turnering ret beset røg i vasken på det, min chance for et resultat halveres minimum.
Jeg er så pisse heldig og får doblet med min crap stack (Læs brug skrub på forkert tidspunkt) og komme op i ca. 17000 hvilket enden var med Big Blind på 1000 eller 1500.

Fortune nægter så at give mig refund med det argument at jeg kun var disconneted 7 min (Hvilket er tydeligt løgn), samt der ikke var nogen signifikant påvirkning af min stack (Altså fra 14,5 til 5,5BB)
Jeg sender dem så en mail retur med mit forsvar, hvor de så bare sender samme svar tilbage til mig, der bliver jeg sur og skriver igen at det var noget bullshit og pisse flabet at gøre, hvilket ender med samme svar igen.
Da jeg truer dem med Pokernet som sidste udvej kommer de med nyt svar, hvor deres argument er noget så latterligt som.

"Please be advised that you will be eligible for a re-fund if you have lost the tournament due to disconnection. On checking your game play, we see that you were able to play 95% of the Tournament actively and the disconnection did not affect your game play. You were eliminated from the Tournament by going all-in in the last hand, hand ID: 2067531165 and loosing to a better hand."

Altså var jeg gået i seng og ladet mig min lorte stack blinde ud, havde jeg fået refund, men da jeg prøvede at genstarte software og computer og endelig kom på, får jeg ikke en skid.

Jeg håber at få en undskyldning af nogle af de intelligente mennesker fra Fortune der læser med herinde og få mine penge tilbage som er 41€ hvilket er et symbolsk beløb, men når de påstår jeg ligefrem lyver er det her blevet en principsag.

Jeg poster nu mailsene mellem mig og Fortune:

Hello Fortune

When your 100k started your software crashed, and I cant connect again, everytime the que is done it stall.

Im in for 106€

41€ in the 10k 18:00
33€ in the 10k HH 19:00
22€ in Icop 100k 19:30

While the problem has been on my stack in 10k have been blinded dead.

I would like to get my money refunded because of the software problem on your site.

Regarding XXX

Dear XXX,

Thank you for the email regarding your poker account.

On investigating the tournament;€10,000 GTD REBUY (45004434) played on 03/07/2010 we can see that you were disconnected for 7 minutes. However, you joined the tournament again and continued playing almost till the end of the tournament and went all-in in last hand and lost the hand.

We can see that during disconnection you were playing in hand: 2067434846 and the number of chips you had were 4474. However, you joined the table back with the same amount of chips and you dint loose the chips. you played till the end of the tournament and went all in with 17173 chips in the last hand and lost it to your opponent who had better hand.

Please find the attached hand history of the last hand played.

If we can be of any further assistance, please do not hesitate to contact us.

Kind Regards,

Ruby Mills
Customer Support Team

Dear Fortune

Thats not the true.

When i was disconneting the time was around 20:32 and i came back 20:51 as I remebered.
I had around 5000 when I lost connection or 12,5 Big Blind.
When I came back I had 3400 chips or 5,7 Big Blind.

I was making a comeback, but only because of pure luck, my tournament was ruin.

At the same time your software crashed, my others had the same problem according to Pokernet.dk
I was 2 times queued for 5 minutes at least, first time I was denied access.

Also some of my others client was crashing because of your start up of the Icop finale.

Regards XXX

Dear XXX,

Thank you for the email regarding your poker account.

We can confirm that we have re-investigated the tournament: €10,000 GTD REBUY (45004434) and we can see that you were disconnected only for 7 minutes. And you were able to rejoin the tournament again and continued playing almost till the end of the tournament and went all-in in last hand and lost the hand.

We can see that during disconnection you were playing in hand: 2067434846 and the number of chips you had were 4474. However, you joined the table back with the same amount of chips and you dint loose the chips. you played till the end of the tournament and went all in with 17173 chips in the last hand and lost it to your opponent who had better hand.

Taking these facts into account we cannot justify a refund on this occasion.

If we can be of any further assistance, please do not hesitate to contact us.

Kind Regards,

Amy Parker
Customer Support Team

Why are you resending the same mail as an reply of my explanation?

Dear XXX,

Thank you for the email regarding your poker account.

We can confirm that we have re-investigated the tournament: €10,000 GTD REBUY (45004434) and we can see that you were disconnected only for 7 minutes. And you were able to rejoin the tournament again and continued playing till the end of the tournament and went all-in in last hand and lost the round to the opponent who had a better hand.

We can also confirm that your game play was not affected by the disconnection as you played till the end of the tournament and went all in with 17173 chips in the last hand and lost it to your opponent who had better hand.

Taking these facts into account we cannot justify a refund on this occasion.

If we can be of any further assistance, please do not hesitate to contact us.

Kind Regards,

Adrian Andrews
Customer Support Team

Hello Fortune

You have put in the word re-investigated in your mail, and then resent the rest of the mail, its look like your doent give a shit.
If you dont improve your answer and read my arguments, I will post this conversasion on Pokernet.dk so people can see how unproffesional a client I normal respect because of James good work, have acted in this case.

Regards XXX

Dear XXX,

Thank you for the email regarding the Tournament, TID: €10,000 GTD REBUY (45004434).

Please be advised that you will be eligible for a re-fund if you have lost the tournament due to disconnection. On checking your game play, we see that you were able to play 95% of the Tournament actively and the disconnection did not affect your game play. You were eliminated from the Tournament by going all-in in the last hand, hand ID: 2067531165 and loosing to a better hand.

Taking these facts into account we cannot justify any refund on this occasion and our decision is final.

If we can be of any further assistance, please do not hesitate to contact us.

Kind Regards,

Beverly Dobbs
Customer Support Team

At man har haft 4 forskellige medarbejdere inde over, viser vel bare at de ikke har sat sig ind i en skid og har gensendt deres standard svar hver gang.

ALTID skriv direkte til Jen [at] fortunepoker.com når der er noget. Hun har styr på sagerne.

@ RasmusKelm

Den husker jeg til næste gang

Har skrevet til Jen før, da deres software crashede i en 33€ tour og jeg kom først på igen efter 45 minutter, og der var løbet ligesom kørt. Fik intet refunderet.

Deres support er direkte håbløs! Utroligt hvis deres livesupport får penge for deres arbejde, det går lige så langsomt som kommunalarbejderne ordner bede!

Jen skal dog ha' lidt credit, men det virker også til hun har travlt i perioder!(Læs: 2-3 dage om at svare på mails..)

Umm må sgu indrømme jeg er på fortunes side i den her sag... Hvis du havde vundet tuneringen, og de så havde taget genvinsten og givet dig dine 41 euro hvad så??

Mener jo, hvis du var kommet på igen og instant røget ud med dine 5.5bb så jo havde du måske en sag, men når du får dig kæmpet op på 17bb igen i endgamet(hvilket vel var meget mere end du havde da du røg af) og så ryger så er det vel bare tough luck..

@ djoffer

Sagen er jo den at mine chancer for et resultat falder drastisk og jeg i denne tour bare var heldig at få en stack igen. Havde jeg ikke disconneted kunne jeg havde peaket i 34k eller måske endnu mere med de kort/setups der kom