Patrick ''pads1161'' Leonard is considered to be one of the best online tournament regulars in todays game. The British pro is also a regular on the European Poker Tour and after recently winning a $5,300 ticket to EPT Dublin in an online satellite, he noticed something strange.
He had already won a ticket to the tournament previously and thus should have been credited with $5,300 tournament dollars (T$) but his cashier balance seemed lower than he expected.
Leonard contacted the PS support team and received the following answer:
''Thank you for contacting us and allowing us to be of assistance.
We have attached your playing history audit report of January 11th and 12th for your review. This report shows your playing activity, VPP and StarsCoin earnings, movement of funds between tables plus deposits and cashouts to your account. Please note the times shown on the report refers to ET (Eastern Time).
Additionally, this information is now available for request directly from the PokerStars software. To request this information from the PokerStars Lobby screen, select:
'Tools' -> 'History & Stats' -> 'Playing History Audit'
From the audit you can see that when you unregistered from the EPT Seat #1397711643, you were credited T€ 5.300. You subsequently used part of these T€ for tournament registrations in Euro, that is why at some point the balance was T€ 4.246.
Regarding your multiple seats for EPT Dublin, we have forwarded your email to our live event Registrations Team. You will receive a response as soon as possible.
Thank you for your patience.
Regards
xxxxx
PokerStars Support Team ''
Leonard explained that the EPT satellite was the last event that he played that day so it's impossible that he spent the funds on other tournaments. He contacted support again but received the same reply and the issue wasn't resolved.
Jdawg91, another respected regular on the forums posted that he experienced similar problems:
''Hey guys, there is an internal error or something of the like with the sats which is why they aren't in the lobby. I and daddyrnac realized we were literally missing money in our cashier after our sessions so we contacted Pokerstars Bryan and he removed them while they investigate the situation...clearly the correct play
All of you should check your results to make sure you're not missing money; not sure if the problem was isolated to just a certain 6max cash hyper sat or anything like that''.
Not much later a PokerStars representative confirmed that they are investigating the issue and until they can figure out what the problem is they will suspend satellites.
After this Leonard contacted the support team once again, linking his 2+2 comment, but he still hasn't received an answer. Not much later he posted the following:
''Pokerstars knew I was really concerned about this issue and they didn't send me any kind of email since they found out about the email. In the thread people are discussing that its 1 table SNG's that were effected and only to some tournaments etc, I'm 99.9% sure I was effected, and I'm confident it will be resolved as its very obvious my t$ didn't change. I do however think theres a chance theres a big software **** up at stars.''
He based this opinion on the fact that for more than a month players have been complaining about serious lag issues and disconnections, mostly during peak periods such as Sunday.
''I think this in general just goes to show that PokerStars are way more incompetent then previously, their support is lacking either the capabilities or the resources/information to give quality feedback and the communication between PokerStars and the players is really poor. I think its pretty disgraceful that Stars didn't sent me an email to say they found a problem which may be linked to mine. ''
If you have played satellites in the past few days, be sure to check that your cashier balance is correct and that you have received the correct amount from PS if it wasn't, the room has also asked players to do this.
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