Borgata & Party Poker Do Right By Their Players
Below is an email that will be going out today to all Borgata players affected by Sunday’s GSSS tournament cancellations.
I think most players will be satisfied with these solutions. More importantly, I think this shows just how these companies will take care of their players going into the future. Party Poker NJ has sent out a similar email to their customer base, detailing the same solutions.
We want to take this opportunity to address the events surrounding Sunday night’s Garden State Super Series tournaments. First and foremost, we want to share with you our frustration with the situation; we care deeply about your experience when you play with us and are keenly aware you have a choice as to what you do with your hard-earned bankroll. So please give us this opportunity to apologize, provide our assessment of the situation and show what we plan on doing moving forward.
Our platform experienced a major outage that affected a large number of running tournaments. This outage affected the network tournaments running onBorgataPoker.com and our partner nj.partypoker.com. In an attempt to resolve the issue quickly with as little delay as possible, the tournaments were initially paused. We worked with our partners to try and repair the issue but ultimately the tournaments had to be cancelled.
Why did it happen?
Sparing all the minute technical details, there was a critical bug in the systems that manage the scheduling of tournaments. For this reason, all other games besides tournaments thankfully went uninterrupted. After this completely unexpected and unwelcome failure, we resolved to work as quickly as possible to find and eliminate this bug so that the remainder of the GSSS schedule could proceed uninterrupted. Thanks to the around-the-clock work performed by our technical teams, we were able to identify and deploy a patch for this bug and we are confident we will not encounter anything like this in the future.
How were players compensated?
Players participating in these tournaments were paid out according to our disconnection and cancellation policy. Using Event #11 – Mid as an example, the entire $200,000 prize pool, despite not meeting the guarantee, was paid to players. Participants were paid the amount that would have been awarded to the next player to be eliminated in the tournament. 50% of the remaining prize pool was distributed equally between the remaining players, and 50% was distributed on a percentage basis according to each player’s chip count. All remaining players also received their entry fee.
Additionally, we will be placing an extra $50,000 in the prize pools for next Sunday’s (9/21) GSSS events:
Event #19 low (NLH – $50 buy-in) at 4pm with a $10,000 guarantee will have $5,000 added
Event #19 MID (NLH – $100 buy-in) at 4:30pm with a $20,000 guarantee will have $5,000 added
Event #19 HIGH (NLH – $200 buy-in) at 5pm with a $75,000 guarantee will have $20,000 added
Event #20 LOW (NLH 6 Max – $50 buy-in) at 6pm with a $10,000 guarantee will have $5,000 added
Event #20 MID (NLH 6 Max – $100 buy-in) at 6:30pm with a $20,000 guarantee will have $5,000 added
Event #20 HIGH (NLH 6 Max – $500 buy-in) at 7pm with a $50,000 guarantee will have $10,000 added
To reiterate, we cannot stress enough how disappointed we are in our performance on Sunday. We wanted more than anything to make a positive, memorable experience for everyone who chose to play in the GSSS. We are as upset as you to see the events we had worked so hard to create end in the manner they did. In reviewing the events that transpired, we have concluded that a redoubling of our efforts is the only way to move forward. We know that your trust in us is absolutely pivotal to our success, and will work harder than ever to strengthen that trust. Finally, we want you to know that we have been listening to the feedback players have been sharing with us in the last 24 hours; every post, tweet and comment we find is being used to motivate our teams to do better in the future.
We are thankful for your feedback, and are hopeful that we will see you on the tables for the remainder of the GSSS and beyond.
The Borgata Online Gaming Team