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Jonny2192
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Seems a big conversation has disappeared.

 Anyone at RKH have an idea why I was kicked from the game yesterday?

 

just to clarify i can get a passport, my appointment is already booked as you have included this in your screenshot

Hi Jonny. Don't know yet what happened. The message says that they will contact you about this. Do you have news from them.

@Rémi Rkh  no heard nothing, when they mentioned poker client dont know if they meant you, the software supplier or some other random person. Was really confusing taking to support.

 

@Skilful  had a feeling conversation would get put in the trash so screenshot it, as it happens I just cut out that paragraph, which just happened to have that bit in. 

Which was in jest hence the smiley face. rest of deleted conversation wasnt.

Just found this in play audit, was kicked out with 2930 chips :(

Total 14 hands played, 10 minutes in time.

I sent an email to our contact to understand what happened. Keep me informed, please, if you have news.

Betsson rules: 10min seat, no bet = out !!!

@skilful aren't you missing the point, Jonny was unable to play and try to win the package because he got kicked out of the tournament with 2930 chips and wasn't able to get back into it to complete the tournament.if he 'd been able to  you might not have won it

As a compensation, the Betsson must give to @Jonny2192 

Battle of Malta package !!!

@DecoGTX  searched for that rule cant find anything about it. 

Bit of a strange rule, Someone mentioned if you got kicked for not playing you get money back as well.

Even though it was a freeroll the equity was 310 per person.

but if that is the case that would mean it would be the same as you not joining which would make that particular game invalid as it would have been only 4 starters without me.

Still not had an email reply. So still waiting on an official answer. 

@Emty Would just like an answer really, if there is compensation it can be shared between the other 3 players who didnt win. 

I try to play on betsson but I don't know why I can't play to betsson

did you get your account verified?

 

I had to verify mine played couple of times then blocked till id sent.

Just tried support for an update and there is no update available at this time.

 

i meant santo if he was unable to play as well.......wonder who the rest of the non players were .

sorry, i lose my tickets, 2x50E.The return of the buy-in was not,

but it was a nice promotion

YES MY ACCOUNT IS VERIFIED 3 TIMES, THE LAST TIME YESTARDAY BUT I NOT ABLE TO PLAY THE TOURNAMENT , AND I DON'T RICEIVED MY TICKET 

@Santo Abate there was no ticket you just used the password in email. I had to send docs 3 times till they were happy with it.

so at least two of the nine players wanted to play but were unable to do so.......

Latest update:-

 Sarah: I can see here that your case is pending and that we are waiting for an answer regarding this, we will get back to you as soon as we get any update 

 jonathan: Ok, who are you waiting for an answer from? 
 Sarah: Our provider, microgaming to investigate this for you 

Rémi Rkh 

If it was as simple as being kicked for being sat out from the start because this is a rule(as said by a couple of people) surely it wouldnt take 2 days.

that seems a pretty crass rule for a "grand final" type tournament , you are forced to stay at the table from beginnning until your tourney finishes or you lose........  that seems a pretty good reason for anyone to never play on betsafe/microgaming

@Keith I dont know if that is a rule, just a couple of people said it. I found the site to be good in general.

Just really curious now why I was kicked with chips left. I am sure I will get an answer soon.

Update:

 Peder: I can see that we are in a dialogue with MicroGaming, and we sent an reply to them yesterday at 01:39 PM, so it can take up to 48 hours until we would receive an e-mail back from them! So the case is still pending! I'm sorry for the waiting time! 

I think we deserved to take part in the sit and go. Yet no one has explained why I can't play

Dear @Jonny2192 unfortunately we were eliminated without playing ... I have a proposal for Ranking Hero, sent three reporters in Malta, you give us the hotel and tournament fees and we pay the trip

Just to add another point, that just occurred to me, even if there is a rule in MTTs to kick someone after 10 minutes, I didnt enter a MTT it was meant to be a SNG.

 

 

Another day, another update :-

 Carl Johan: I can see that we are awaiting a response from MicroGaming regarding your errand. I apologize about the wait time. 
 jonathan: still been 4 days now, Thought it would be a simple issue to see why I was kicked from the game 
 jonathan: Is there likely to be a response given at weekends or will I be waiting till monday now as a minimum? 
 Carl Johan: I'm not sure about the schedules at Microgaming I'm afraid. They might be working on weekends aswell but I can't make any promises. 

Day 7, sigh.

 Carl Johan: I can see that your case is still pending unfortunately 
 Carl Johan: As soon as we receive an update we will inform you via email Jonathan 
 jonathan: Taking a long time, 7 days now. I was thinking it was quite a straight forward matter. 

 Carl Johan: Yeah we have sent a reminder to our provider in this errand and are still waiting for an reply from them I'm afraid. 

 

Day 9 in the Jungle 

Ok, figured it out, all the microgaming staff are appearing on "im a celebrity get me out of here" and for this reason they cant get to a pc and have not been able to answer my query for 9 days, Please can I ask all members when the show airs can they please vote for microgaming to be evicted so they can answer my query. Thank you

@Annie RKH @Ina Rkh Rémi Rkh 

Kept updated as requested, 

Day 10 Apartments make all the decisions and thats why I am struggling to get an answer.

You were in contact with us about this yesterday as well? 
jonathan: Been in contact nearly everyday, It should be a simple answer, told it takes Microgamming 48 hours to reply its now 240 hours which is 5x48 
Dennis: I understand your frustration. I will contact the responsible apartment about this. 
Dennis: Just stay here in chat and we will hopefully have an answer soon. 
jonathan: ok 
Dennis: Thank you for waiting. 
jonathan: No problem, I am getting good at it now smile emoticon 
Dennis: I see! It looks like they sent a reminder about this case yesterday. And they are still working on it. We are verry sorry that it takes this much time. 
jonathan: They sent a reminder on Monday as well,Ok, nothing else you can do. Will be back tomorrow. 
jonathan: Thank you for your help

Day 11 looks like its going to be 2 weeks without a reply from anyone.

 Isabella: Thank you for waiting, I am so sorry that this case is taking so long to resolve. I can se that a reminder is sent and I hope that this will be resolved as soon as possible now. 
 jonathan: So it will be at least Monday now before I get an answer, 2 weeks to reply is really bad. Is there an email for the department handling this? 
 Isabella: Yes, I am so sorry, it a very long time and I apologize for this. We have still not get an respond from the responsible department. We are still waiting to here from them. 
 jonathan: I could have walked to the Isle of man in person and asked them in the time its taken them to answer an email query. Ok, thanks your help. 

Day 14 Maybe everyones on a 2 week holiday and I will get an answer tomorrow when they return.

Belle: Thank you for waiting. I have now checked this for you. As it looks we are still waiting for the response from MicroGaming. I will have to ask for some more patience regarding your errand Jonathan. I promise you that we will contact you as soon as we have received a respone from them. 

ask them for a 10$ ticket for every day that you wait for an answer ....they may get their arses into gear then 

 

@Annie RKH @Ina Rkh Rémi Rkh 

Day 15 So they tell me what I told them 2 weeks ago and think the case is closed.

Fredrik: This answer is no joke, it is the answer from the poker supplier and as you wre not logged in during the time I am afraid that this is the answer that stands. 
jonathan: Ok, But i was registered for the game 
jonathan: And therefore I should be blinded out and not kicked out 
jonathan: If i was blinded out, I would have won the game 
jonathan: As the prize went to 3rd place because 1st ans 2nd couldnt go 
Fredrik: I see, thsi is very unfortunate sir, and I am sorry for your loss. 
jonathan: So basically you have taken 16 days to tell me what I told you and not answered my question 
Fredrik: I am sorry but it looks like this is the case sir 
jonathan: So I reiterate my question why was I kicked from the game, and not being connected is not a reason, 
jonathan: No its not the case, Is it practice for you to kick people from SNGS part way through if they are not connected? 
Fredrik: there could be reasons for you beeing kicked of the Sng but we do not kick anyone. This is most likely due to a bad connection or firewall or other software interfearing with the poker client 
jonathan: Rubbish 
jonathan: Once the game has started, even if im not connected, It will still run on the server, the logs clearly show I was removed from the game after 10 minutes with 2930 chips 
Fredrik: I can not see the reason your were disconnected sir, I only have the answer from MG Poker 
jonathan: But the answer is not an answer 
jonathan: I spent 2 months promoting betsafe to enter this game and you cant even answer a simple question? 
Fredrik: If a player is sitting out or is timed out then his/her hand will be automatically folded. The blinds will be put in to the pot and lost unless the player is able to act when it is their turn. A player can get back to normal status by clicking on the button “I’m back”, no extra ante or blind is required to re-enter the tournament. If a player is sitting out then the players chips are put in each time it is their turn to post a blind until his/her last remaining chips are put in the pot, the player is then considered to be all in. The hand then goes to showdown and if the player sitting out looses he/she is knocked out, if the player wins then he/she will carry on to put in chips until he/she is all in again. Being knocked out whilst sitting out is known as being “blinded out”. 
Fredrik: That seems to be the reason 
Fredrik: https://www.betsafe.com/.../poke.../poker-school/poker-rules 
Fredrik: You can find all the rules on the link here 
jonathan: no its not 
jonathan: I was never all in 
jonathan: I said I was removed from the game with 2930 chips 
jonathan: check the game logs 
Fredrik: it has nothing to do with if you were al lin or not. as the rule stated this would be the reason for you being kicked out 
jonathan: it doesnt say that 
jonathan: show me where, it says last remaining chips 
jonathan: So i would need to be all in or its not my last ramaining chip 
Fredrik: I am checking if i get get more information about this 
jonathan: hence the saying "all in" 
jonathan: hand 2753545300 see the last hand I played, balance change 0, table balance 2930 
Fredrik: The Information I get from the provider is the same, they have processed the rounds and they found the following : 

Please note as per normal, if you are not logged in, you will still be in the hands of the tournament (in case you do log in). So if the player is not logged in, you will still see that they were in the hands until they're knocked out. 

I can confirm your player was not logged in, please see my previous resolution with the times provided of when they logged off and back in (before and after the tournament was in play). I 
Fredrik: This is the exact text sir 
jonathan: Ok so show me the hand where I put my last chips in 
jonathan: You cant because there isnt one 
jonathan: I HAD 2930 CHIPS LEFT WHEN THE GAME ENDED FOR ME 
jonathan: That is not being blinded out 
jonathan: The statement you are providing is not true, check the game logs 
Fredrik: I am sorry, I can send this back to provider and ask them to clarify what has happened and get back to us. I can not provide you with information I do not have, I am soory 
jonathan: Yes it needs sending back, and to make it clear I want to know why I was removed from the SNG when I had 2930 chips still left in play and not blinded out like you have shown me is the rule. 
Fredrik: I will do that so that you receive a better explenation. As soon as they get back to us we will inform you sir 
jonathan: Me being logged in is immaterial. If I have blinds left it should carry on without my input, not remove me from the game. 
jonathan: Look forward to a proper reply, maybe it wont take 2 weeks this time. 
Fredrik: I see, I hope they will provide a better explenation this time 
jonathan: Thank you for your help, all they have done is take 2 weeks to tell me what I told them. I could have just told me that and saved a lot of time.

Day 15 part 2 basically its a rule but they dont advertise the rule.

This email:

Hi Jonathan,
 
I hope this email finds you well,
 
I'm contacting you in regards to the issue you've had in the poker tournament.  You got kicked out of the room when your stack was at 2930, and it appears that you were not logged in and hadn't participated in any of the hands. When you are playing in a  free roll, you will get kicked out of the tournament after the first level if you do not participate in any hand.
 
If you have any further questions or comments, please feel free to contact us at any time.
 
I wish you a good evening,
 

Than this conversation with support:

Isabella : Hi, my name is Isabella. How may I help you?
jonathan: I would like to clarify some things reoker Tournament Free Roll [Incident: 151110-001893]‏
Isabella: Yes, how may I help you?
jonathan: Can you point me to the rule where it says you are removed from a SNG after the first level?
Isabella: I will look it up for you, one moment please.
jonathan: Any luck finding this rule?
Isabella: I am still checking this for you, thank you for waiting!
Isabella: Thank you so much for waiting! I am still looking in to this for you.
jonathan: Its OK thanks for looking because I couldnt find it.
Isabella: Yes, no problem at all. Thank you for being patient!
Isabella: Thank you so much for waiting! I have now investigated this and the answer that you got was from microgaming that is the provider of the poker tables. They have this rule because it gives a better gaming experience for other players, so they're not waiting for people who are not there.
jonathan: Yes, but if I am to abide by a rule it should be on your site
jonathan: Plus that rule is for mtts and not sngs(from what people have told me)
jonathan: And it wasnt really a freeroll, It was an exlusive sng that took 2 months of promoting the betsson group
File attachment upload has started.
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jonathan: As you can see from the advert for the game I entered, it is the one on the right
Isabella: Yes It should be on our site, I agree on that, definitely! I understand but we have had microgaming looking in to this and unfortunately you where not you were not logged in and hadn't participated in any of the hands. I am so sorry about this Jonathan!
jonathan: But surely if I am abide to a rule you should have it advertised, otherwise you could make rules up as you go along?
Isabella: Yes, I will send this further to our responsible department so that they can check this.
jonathan: I paid to play that game, not in cash but in my time and quite a considerable bit of time at that, plus over 2 weeks to get an answer. If I am entered in a game I should be blinded out and not just removed from it, regardless if i am logged in or not. I have paid my entry and had registered for it, If I had paid the equity of 300+ would that have been refunded or would I just have been blinded out?
jonathan: If you can supply me with the information for your 3rd party resoulution people and the info for the uk regulator, I can then take it up with them.
Isabella: I can not answer for what if you would get refunded or not. That has to be investigated with microgaming if that is the case. I am so sorry about this. I do not have a direct number to microgaming since all the queries are though our system. I am truly sorry about this.
jonathan: Thanks for your time,
Isabella: Thank you too Jonathan for contacting me!
jonathan: lol