Séverin Rasset, managing director of the Stars Group, has reported that PokerStars has repaid the buy-in of players following a server failure on Friday night that affected online tournaments.
Posting a message of apology via the support profile of PokerStars, Rasset said: “I wanted to do a video about the server outage that we had on Friday evening. First I would like to apologise to all the players.
“You could not play for a few hours so for us it’s very important to be reliable so I am deeply sorry about that.”
Most of the tournaments were refunded and the situation returned to normal, Rasset confirmed. He proceeded: “I would like to, as an extra token of appreciation for what happened and what we have done, if you were playing one of seven tournaments at this time we have refunded the entirety of your buy-in.
“So this money is waiting for you in your account. To the exception of three licences; Sweden, Belgium and the Czech Republic, where we are making sure that according to the local laws we can proceed with this refund.
“We still have a few tournaments that we need to credit so if you this is the case for you please contact customer support and we will sort this situation as soon as possible.
“Thank you very much for supporting us and your loyalty and we’re working hard to make sure that it does not happen again.”
A message from our managing director regarding tournament refunds and additional compensation for players affected by this weekend’s server issues. Thank you. pic.twitter.com/qNgaWj3Alc
— PokerStars Support (@StarsSupport) December 6, 2020