- Joined
- Jan 3, 2010
- Location
- Nashua NH
I have attached an email thread that I am currently dealing with Cake Poker support on. ( in backwards order, sorry)
Basically, it sums up to this.
I have a full house laid out against 2 flushes in a .50/1$ PL omaha/8 game with no low.
I have already bet $10 into this pot which is about 36$ at this point.
I still have 50$ behind me - and flush #1 bets 16 into me after checking my full house on the turn (board is KJAJ on the turn, with AA in my hand....)
I raise to 41$ and the application hangs, for about 20 seconds or so until my network re-establishes (wireless was being weird).
The game refreshes and said that I folded, when I finished inputing a Raise of 41$. It's not like I timed out on my action, but rather that the server gave up on my hand and never waited to get a response from the client.
As such, I lost out on 52$ pot plus up to another 80$ in equity.
Am I in the wrong with my expectations? If a player has money invested in the pot and commits an action through the client, what is a polite 'grace' period for the server to wait? I think PokerStars at least waits about 60 seconds for a reconnect when network hiccups occur, which is going to happen every now and again with wireless.
===============================
[From Me]
To better explain the scenario, this was not an issue with the ISP, but rather the inconsistent nature of wireless play.
My action came to raise the player, and the client responded and displayed buttons for my available actions. When I clicked the button for the raise, the buttons disappeared and I waited for the screen to refresh.
After a short period (about 20 seconds or so), the screen refreshed and the chat log updated, showing that I had 'timed out' and my hand was folded.
As such, the scenario stands that the application allowed me to input my action but the server did not receive the request until after the initial 15 seconds for which the player himself has to commit the action. If a player has 15 seconds to act, it shouldn't be time to act + time to send message over the network.
This means that the server 'gave up' on my hand, when the client was trying to send the Raise action and the server did not receive the action. If the client timeouts out due to lack of player input, then the application is entitled to send a Fold action to the server. However, I do not think it is right that the server fold me immediately after the player's 15 second time window, when it has not received a response from the client.
I know I am not out of line with my expectations as many sites offer a chance to restore connectivity (about 60 seconds) when a player has invested in the pot and the server has not yet received an action from the client side.
[Support]
Hello Brandon,
Thank you for coming back to me.
Unfortunately we can not be held accountable for a disconnection due to your Internet Service Provider.
Whilst I appreciate that this must have caused grievance, we are not in a position to refund a player for something that we have no control over.
I will however pass your feedback to our development for them to review the disconnection policy.
Please let us know if we can be of further assistance
Kind Regards,
Tom
Cake Poker Support
[from Me]
What I am asking for is that your policy for connectivity and timing out be re-evaluated based on the player's activity in a given hand.
The purpose of the dollar amount is to convey the grievance this has caused me.
[Support]
Hello
Thank you for your email. Unfortunately we cannot compensate player's for a problems that they have had with there connection. I would recommend if you continue to have problems that you contact your service provider for a solution to your problem.
Please let us know if we can be of further assistance.
Kind Regards
Liam
CakePoker Support
[from Me]
Subject: Insufficient timeouts for ring games
During a wireless intermittency, I suffer a 130$ swing as I could not reraise in a multiway hand in .50/1$ PL omaha/8 where I clearly had the best hand.
I am so angry right now I can't even focus, is there any recourse for this?
AAA JJ with JJA on the board vs two flushes.
I can't believe that an untimely internet hiccup would cost me such a significant amount of money.
I had over 10$ already invested in the pot before the timeout. This is unbelievable.
Basically, it sums up to this.
I have a full house laid out against 2 flushes in a .50/1$ PL omaha/8 game with no low.
I have already bet $10 into this pot which is about 36$ at this point.
I still have 50$ behind me - and flush #1 bets 16 into me after checking my full house on the turn (board is KJAJ on the turn, with AA in my hand....)
I raise to 41$ and the application hangs, for about 20 seconds or so until my network re-establishes (wireless was being weird).
The game refreshes and said that I folded, when I finished inputing a Raise of 41$. It's not like I timed out on my action, but rather that the server gave up on my hand and never waited to get a response from the client.
As such, I lost out on 52$ pot plus up to another 80$ in equity.
Am I in the wrong with my expectations? If a player has money invested in the pot and commits an action through the client, what is a polite 'grace' period for the server to wait? I think PokerStars at least waits about 60 seconds for a reconnect when network hiccups occur, which is going to happen every now and again with wireless.
===============================
[From Me]
To better explain the scenario, this was not an issue with the ISP, but rather the inconsistent nature of wireless play.
My action came to raise the player, and the client responded and displayed buttons for my available actions. When I clicked the button for the raise, the buttons disappeared and I waited for the screen to refresh.
After a short period (about 20 seconds or so), the screen refreshed and the chat log updated, showing that I had 'timed out' and my hand was folded.
As such, the scenario stands that the application allowed me to input my action but the server did not receive the request until after the initial 15 seconds for which the player himself has to commit the action. If a player has 15 seconds to act, it shouldn't be time to act + time to send message over the network.
This means that the server 'gave up' on my hand, when the client was trying to send the Raise action and the server did not receive the action. If the client timeouts out due to lack of player input, then the application is entitled to send a Fold action to the server. However, I do not think it is right that the server fold me immediately after the player's 15 second time window, when it has not received a response from the client.
I know I am not out of line with my expectations as many sites offer a chance to restore connectivity (about 60 seconds) when a player has invested in the pot and the server has not yet received an action from the client side.
[Support]
Hello Brandon,
Thank you for coming back to me.
Unfortunately we can not be held accountable for a disconnection due to your Internet Service Provider.
Whilst I appreciate that this must have caused grievance, we are not in a position to refund a player for something that we have no control over.
I will however pass your feedback to our development for them to review the disconnection policy.
Please let us know if we can be of further assistance
Kind Regards,
Tom
Cake Poker Support
[from Me]
What I am asking for is that your policy for connectivity and timing out be re-evaluated based on the player's activity in a given hand.
The purpose of the dollar amount is to convey the grievance this has caused me.
[Support]
Hello
Thank you for your email. Unfortunately we cannot compensate player's for a problems that they have had with there connection. I would recommend if you continue to have problems that you contact your service provider for a solution to your problem.
Please let us know if we can be of further assistance.
Kind Regards
Liam
CakePoker Support
[from Me]
Subject: Insufficient timeouts for ring games
During a wireless intermittency, I suffer a 130$ swing as I could not reraise in a multiway hand in .50/1$ PL omaha/8 where I clearly had the best hand.
I am so angry right now I can't even focus, is there any recourse for this?
AAA JJ with JJA on the board vs two flushes.
I can't believe that an untimely internet hiccup would cost me such a significant amount of money.
I had over 10$ already invested in the pot before the timeout. This is unbelievable.