BetOnline poker is the biggest joke ever. I want to get paid out of principle.

[RedApples]

The other night I was playing in a Sit N Go on BetOnline. Myself and another player, started the hand with 375 chips. We both lost on the same hand. I was given 3rd place and $0, he was awarded 2nd place and the $60.39 prize. The hand is here:

Tournament 'Hyper [6 handed] #XXXX', Texas Hold'em NL - Level #4 (150/300) - 2019/03/15 04:33:48 UTC Table 'Table #1' Seat #0 is the button Seat 0: XXXX (375 in chips) Seat 1: XXXX (375 in chips) Seat 2: XXXX (8,250 in chips) XXXX: posts small blind 150 XXXX: posts big blind 300 * HOLE CARDS * XXXX: [Js Th] XXXX: [7d Ah] XXXX: [4s 3c] * PREFLOP * XXXX: raises 375 and is all-in XXXX: calls 225 and is all-in XXXX: calls 75 * FLOP * [3d 2s 2h] * TURN * [3d 2s 2h] [8d] * RIVER * [3d 2s 2h 8d] [4d] * SHOW DOWN * XXXX: shows [Js Th] (a pair of, Twos) XXXX: shows [7d Ah] (a pair of, Twos) XXXX: shows [4s 3c] (two pairs, Fours and Threes) XXXX collected 1,125 from main pot

I contacted support, and explained the situation. I waited for a response. The response I got was that I got 3rd place. Which I already had explained to them. They stated that the reason I got 3rd place was that the player closer to the button, since he shows 2nd, gets awarded the higher hand. They quoted me the rule of what a winning hand is in poker, and who shows first, which clearly had nothing to do with the situation.

I kindly requested that they read their rules from Sit N Gos, which state:
"If more than one player is eliminated in the same hand, the player with the most chips before the hand started finishes higher. In the case where both players also have the same amount of chips before the hand, both players will tie for the position."

I attempted to follow this simple logic with support, but they were unwilling or unable to follow the simple logic. I requested that I be directed to another support agent, and that support agent was also unwilling to follow the simple logic. I was told by that person that the reason I lost was that the other player in question had a better hand than me, so he was awarded 2nd. Again I stated, while I realize that might be what happened, it is completely inconsistent with the rules. At this point I figured the best course of action would be to e-mail.

I figured that this would be solved over the next 24 hours, but it was not. So I again contacted support, and made sure to ask that I was speaking with a Poker rep from the start. Someone who would be able to understand a very basic scenario, for which there is no confusion anywhere in the world for how the situation is handled. He told me he was from Poker, and went on to not understand the situation at all, and simply quoted me game rules that did not apply to the scenario, and once again did not understand the situation. I told him he clearly did not understand Poker, at which point he forwarded me to a Poker specialist "David". So, more of my time was being wasted, and I was being lied to.

David seemed to understand. I spoke to him in the same language I'm typing in now, and he got it. At first he didn't realize that the rule was directly from Sit N Gos, and that it was from somewhere else and it might have not been so clear, but he seemed to get it. He apologized for me having had as much time as I had wasted, on such a basic issue, and told me he would get this handled immediately by escalating the issue.

I received an email the next day.. that stated I was paid out accordingly (0 for 3rd), and they would not pay me anything. I tried calling again now today, and had support tell me I got 3rd properly because I had a worse hand than 2nd. I contacted Poker support again via Live Chat immediately after, as that's the only way I could speak to someone from the poker department, and they stated the same, that the ruling was final.

No one at BetOnline seems to understand English. I am not even sure they have a real poker department. The rules are plain, black and white, simple. Anyone who understands or plays poker for a day knows these things.

To add fuel to the fire, the first person I had spoke to told me that he felt my pain, that it's happened to him before, and he also got 3rd.

Incredible. I'd really like to get paid my $30.09. I thought maybe they'd throw me a few extra bones for alerting them to a glitch in their system. It could give their service a little more credibility, instead of showing now that their system and their support has zero of it.

Full text of all conversions with support is available.

[pablo222]

You should be slitting that second place prize. Even though support has been bad and frustrating, try to be persistent while being friendly with them. Hopefully if you are able to get a hold of "David or someone who knows that you should be awarded the 30 dollars, they will make it right. Good Luck.

[RedApples]

You'd hope so. Eventually at least. I have tried now with 7 different people. David was the only one that seemed to understand the issue. Perhaps he was just placating me.

They sent me another e-mail today. They really just don't have a clue. It's frightening.

Thanks for contacting BetOnline.
We have reviewed the play in question and can confirm there are no discrepancies with the outcome.

Our rules that you have mentioned in previous correspondence state: The best five-card hand takes the pot. If two players share an identical hand, the pot is split.

This hand however, was not an identical hand. XXXX's pair was better. Even though the actual ranking is a pair, you still look at the best 5 card combination per standard texas holdem rules:

XXXX: [Js Th] 2, 2, 8
XXXX: [7d Ah] 2, 2, 8

*** RIVER *** [3d 2s 2h 8d] [4d]

And in the above case, we look at the kicker, which is the highest card to break the tie. Chip had an Ace, and therefore his pair was better placing him second. To consider this hand a tie, your hole cards would have need to be the same as each others as well.

[RedApples]

I have continued to state the issue in plain language to them. I e-mailed them once again. I continue to say the same thing over and over, even going as far as to asking that they please read the rules along with me so that they can see the issue.

Hopefully this will be the last e-mail I need to send. But I'm not holding my breath as it's the same thing I've said 7 times over already.



I just want to be clear, this is the rule for the situation. It is very simple logic, and you only need to read it and follow the basic logic to see I should be getting half of the 2nd place prize:

• [*=left]If more than one player is eliminated in the same hand, the player with the most chips before the hand started finishes higher. In the case where both players also have the same amount of chips before the hand, both players will tie for the position. If there is a tie between two or more players, the prizes they qualify for are split evenly between all tied players. For example, if two players tie for 2nd place, each player receives 50% of the second place prize and 50% of the third place prize.

1. More than 1 player was knocked out in the same hand.


2. Both players had the same amount of chips before the hand
3. Since both players had the same amount of chips, they tie for the position
4. The prize will be split evenly, 50% to 2nd and 50% to 3rd


I should have 50% of the 2nd place prize. It does not matter that chipowich had a better hand than I did. There is nothing in the rules that say the players will split based on the hands they have. The only thing that matters is that we both lost on the same hand, and we both started with the same amount of chips. That makes for a tie in finishing.

[USCPHILLYGUY]

So this is for $30

[Optional]

It's weird someone in there has not fixed this for you if it is as clear as it sounds from your description.

Please send in a complaint form and we can ask a manager to sort this out for you.

https://www.sportsbookreview.com/sportsbook-complaint/

[RedApples]

Water under the bridge for me in terms of being made whole. I do not care about the 30 dollars. Only ever cared about them recognizing and fixing the issue with their client. I am adding no more effort towards it for them. Already exhausted too much. They failed

[PD77]

Plus it’s 15 months ago.

[Optional]

Plus it’s 15 months ago.

no wonder I had not seen the thread