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Date: Tue, 16 Jul 2013 13:34:01 +0530 (IST)
From: "E. Ganin" <ganin@lsmindia.com>
To: Gaurav Suman <gauravs@lsmindia.com>, 
	"Sanjay K. Sharma" <sanjayk@lsmindia.com>, rahulkumar@lsmindia.com, 
	Rajiv Prabhakar <rajiv@lsmindia.com>, 
	Kachuirin Vashi <kachuirin@lsmindia.com>, 
	Rajkumar Singh <rajkumar@lsmindia.com>, 
	Gaurav Matpal <gaurav@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	romesh singh <romesh@lsmindia.com>, 
	"Surya Prakash. Tiwari" <surya@lsmindia.com>, 
	M ramananda <ramananda@lsmindia.com>, 
	Esther Manabit <esther@lsmindia.com>, 
	Ariel Timosa <ariel@lsmindia.com>
Message-ID: <31260588.279611373961841104.JavaMail.root@lsmindia.com>
In-Reply-To: <3328985.279591373961591558.JavaMail.root@lsmindia.com>
Subject: LTK1115305777897X
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Hi Emelyn,=20

I have few points to point out for this chat.=20

First, when a player gets disconnected from a tournament, their hands get f=
olded automatically and their blinds auto-posted until they ran out of chip=
s or the player reconnects.=20

not=20

Not bet, the avatar will keep on call or post the blind whenever the deal t=
urn yours.=20

You did inform the correctly but seems to contradict yourself which appears=
 to have confused the player.=20

Secondly, if a player gets disconnected or leaves a tournament they are cur=
rently on a iPad/Android app - they will need to restart the app and when l=
ogging back in than the full client, and it works as follows:=20

The Play Now button in the Lobby changes if you=E2=80=99re registered to SN=
Gs.=20

The text under it will say =E2=80=9CTap here to view tournaments you=E2=80=
=99re registered for=E2=80=9D.=20

Tapping it takes a user to a Lobby showing just the SNGs that they are regi=
stered in and tapping on a table HUD loads the table as normal.=20




Finally, you did NOT mentioned the tournament ID he was playing in the tran=
sfer note or player's note which is very important. Please make a note of t=
he tournament ID - it makes things easier=20








Hope this is clear!=20




Shout if not!=20


info: Hello! My name is Emelyn. How may I assist you today?=20
info: Your Issue ID for this chat is LTK1115305777897X=20
Emelyn: Hi there=20
Jamie Hughes: I was just about to start a $20 standard 6 seater game when I=
 got logged out. Although I logged back on straight away my space had been =
taken, the game started and my $20 was gone!!!!!=20
Emelyn: May I please lf you are using PC, Ipad app or android?=20
Jamie Hughes: I use an i Pad App and its not the first time this has happen=
ed=20
Emelyn: May I ask your username please?=20
Jamie Hughes: winalotmore=20
Emelyn: Thank you.=20
Emelyn: I can see here that the tournament is running fine and you are stil=
l on the tournament.=20
Jamie Hughes: Well it wasn't there when I went back=20
Emelyn: Please close the app and restart it again.=20
Jamie Hughes: please refund my money and I'll join another table=20
Emelyn: May I know why you want us to refund your money, there is nothing w=
rong from our end or with the tournament.=20
Jamie Hughes: Surely the tournament would have carried on and it will be us=
ing my chips in the meantime=20
Emelyn: I can understand, but we cannot refund your money as the game is ru=
nning fine and there is no problem from our end.=20
Jamie Hughes: I've just looked at the table and I'm not on it=20
Jamie Hughes: There are only 3 people left on the table=20
Jamie Hughes: Now there are 2=20
Jamie Hughes: Even if I was on that table I'm not now=20
Jamie Hughes: therenow there are 2 players. Omagnoma and mynameisstillkim=
=20
Jamie Hughes: this is unfair=20
Emelyn: Please do note that whenever a player is logout or disconnect from =
the table, their avatar will continue to play=20
Emelyn: And your avatar continue to play for you as you were still seated a=
t the table.=20
Jamie Hughes: thenunfair then where is my avatar because he wouldn't have s=
pent those chips yet and would be timed out=20
Jamie Hughes: if the avatar was timed out my blinds would not have spent $1=
0,000=20
Jamie Hughes: this is ridiculad=20
Emelyn: Even though you log out from the table, the avatar will continue to=
 play till the chip ran out=20
Jamie Hughes: ridiculas=20
Jamie Hughes: so you telling me that my avatar would be betting my chips au=
tomatically=20
Jamie Hughes: playing on automatic=20
Emelyn: Yes, your avatar will continue to play for you as you were still se=
ated at the table=20
Jamie Hughes: Using artificial intelligence?=20
Jamie Hughes: how does the avatar know how much to bet=20
Jamie Hughes: thisbet this is unacceptable=20
Jamie Hughes: pleaseunacceptable please let me speak to a manager=20
Emelyn: Not bet, the avatar will keep on call or post the blind whenever th=
e deal turn yours.=20
Jamie Hughes: So it will just keep calling no matter how high the bet made =
by the other player=20
Emelyn: Your avatar will continue to post the blind but not call.=20
Jamie Hughes: I want to speak to the manager please=20
Jamie Hughes: My whole $10,000 could not have been used on blinds alone in =
such a short time=20
Jamie Hughes: thistime this is unacceptable=20
Jamie Hughes: Your App has a glitch in it=20
Jamie Hughes: obviously=20
Jamie Hughes: why did the App log me out?=20
Jamie Hughes: If that hadn't of happened I wouldn't have left the table bef=
ore the game even began=20
Emelyn: I will need some information on your iPad / iPhone to send to the t=
echnical team. Please can I ask what device version you have, as well as th=
e ios version, and if you are using wi-fi or 3G.=20
In order to check the ios version, please tap on SETTINGS > GENERAL > ABOUT=
 and the information is under VERSION.=20
Jamie Hughes: 1 minute please=20
Jamie Hughes: 6.1.3 (10B329) my i Pad is a model MD366B/A and I'm using Wi-=
fi=20
Emelyn: Do You see the login panel after launching the app?=20
Jamie Hughes: Yes=20
Emelyn: After login can you see both play money / real money lobby options?=
=20
Jamie Hughes: yes=20
Jamie Hughes: no actually, it goes straight into real money but there's the=
 option to switch to play chips=20
Jamie Hughes: above the three yellow boxes=20
Jamie Hughes: Find a ring game=20
Jamie Hughes: play now=20
Emelyn: Are you using iPad or ipad 2?=20
Jamie Hughes: and find a sit and go game=20
Jamie Hughes: I pad 3=20
Emelyn: One moment please.=20
Jamie Hughes: thank you=20
Emelyn: Please continue to hold as I am still checking this for you.=20
Emelyn: Thank you for patiently waiting=20
Jamie Hughes: No problem=20
Emelyn: For this matter, I will need to forward your concern to our relevan=
t team for them to check on this.=20
Emelyn: We will get back to you via email once we heard from them.=20
Jamie Hughes: Thank you=20
Emelyn: You are welcome.=20
Emelyn: Is there anything else I can help you with?=20
Jamie Hughes: As its obvious to see that I have not actually placed one bet=
 in person in this game surely its an easy decision to make. If I get some =
empathy and understanding then I shall to use PKR. If I just get told tough=
 luck then I'll write a bad review about the App on the App Store everyday =
for a year!=20
Jamie Hughes: Thanks for your time this evening=20
Emelyn: Many apologies for this inconvenience cause.=20
Emelyn: We will review this and will get back to as soon as possible.=20



with regards,=20
Ganin=20


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<html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
div style=3D'font-family: Times New Roman; font-size: 12pt; color: #000000'=
>Hi Emelyn,<br><br>I have few points to point out for this chat.<br><br>Fir=
st, when a player gets disconnected from a tournament, their hands get fold=
ed automatically and their blinds auto-posted until they ran out of chips o=
r the player reconnects.<br><br>not<br><br><font style=3D"background-color:=
 rgb(255, 255, 102);" color=3D"black">Not bet, the avatar will keep on call=
 or post the blind whenever the deal turn yours.</font><span style=3D"backg=
round-color: rgb(255, 255, 102);">
        </span><br><br>You did inform the correctly but seems to contradict=
 yourself which appears to have confused the player.<br><br>Secondly, if a =
player gets disconnected or leaves a tournament they are currently on a iPa=
d/Android app - they will need to restart the app and when logging back in =
than the full client, and it works as follows:
<p>The Play Now button in the Lobby changes if you=E2=80=99re registered to=
 SNGs.</p>
<p>The text under it will say =E2=80=9CTap here to view tournaments you=E2=
=80=99re registered for=E2=80=9D.</p>
<p>Tapping it takes a user to a Lobby showing just the SNGs that they=20
are registered in and tapping on a table HUD loads the table as normal.</p>=
<p><br></p><p>Finally, you did NOT mentioned the tournament ID he was playi=
ng in the transfer note or player's note which is very important. Please ma=
ke a note of the tournament ID - it makes things easier<br></p><p><br></p><=
p><br></p><p>Hope this is clear!</p><p><br></p><p>Shout if not!<br></p><br>=
<br><font color=3D"red">info: </font>
        <font color=3D"green"><span style=3D"color: #000000;"><strong>Hello=
! My name is Emelyn. How may I assist you today?</strong></span></font>
        <br>
   =20
  =09    <font color=3D"red"> info: </font>
        <font color=3D"green">Your Issue ID for this chat is LTK11153057778=
97X</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Hi there</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">I was just about to start a $20 standard 6
 seater game when I got logged out. Although I logged back on straight=20
away my space had been taken, the game started and my $20 was gone!!!!!</fo=
nt>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">May I please lf you are using PC, Ipad app or=
 android?</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">I use an i Pad App and its not the first ti=
me this has happened</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">May I ask your username please?</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">winalotmore </font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Thank you.</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">I can see here that the tournament is running=
 fine and you are still on the tournament.</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Well it wasn't there when I went back</font=
>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Please close the app and restart it again.</f=
ont>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">please refund my money and I'll join anothe=
r table</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">May I know why you want us to refund your mon=
ey, there is nothing wrong from our end or with the tournament.</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Surely the tournament would have carried on=
 and it will be using my chips in the meantime</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">I can understand, but we cannot refund your m=
oney as the game is running fine and there is no problem from our end. </fo=
nt>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">I've just looked at the table and I'm not o=
n it</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">There are only 3 people left on the table</=
font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Now there are 2</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Even if I was on that table I'm not now</fo=
nt>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">therenow there are 2 players. Omagnoma and =
mynameisstillkim</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">this is unfair</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Please do note that whenever a player is logo=
ut or disconnect from the table, their avatar will continue to play</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">And your avatar continue to play for you as y=
ou were still seated at the table.</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">thenunfair then where is my avatar because =
he wouldn't have spent those chips yet and would be timed out </font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">if the avatar was timed out my blinds would=
 not have spent $10,000</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">this is ridiculad</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Even though you log out from the table, the a=
vatar will continue to play till the chip ran out</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">ridiculas</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">so you telling me that my avatar would be b=
etting my chips automatically </font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">playing on automatic</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Yes, your avatar will continue to play for yo=
u as you were still seated at the table</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Using artificial intelligence?</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">how does the avatar know how much to bet</f=
ont>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">thisbet this is unacceptable</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">pleaseunacceptable please let me speak to a=
 manager</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Not bet, the avatar will keep on call or post=
 the blind whenever the deal turn yours.</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">So it will just keep calling no matter how =
high the bet made by the other player</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Your avatar will continue to post the blind b=
ut not call.</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">I want to speak to the manager please</font=
>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">My whole $10,000 could not have been used o=
n blinds alone in such a short time</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">thistime this is unacceptable</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Your App has a glitch in it </font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">obviously</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">why did the App log me out? </font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">If that hadn't of happened I wouldn't have =
left the table before the game even began</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">I will need some information on your iPad /=
=20
iPhone to send to the technical team. Please can I ask what device=20
version you have, as well as the ios version, and if you are using wi-fi
 or 3G.<br> In order to check the ios version, please tap on SETTINGS &gt; =
GENERAL &gt; ABOUT and the information is under VERSION.</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">1 minute please</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">6.1.3 (10B329) my i Pad is a model MD366B/A=
 and I'm using Wi-fi</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Do You see the login panel after launching th=
e app?</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Yes</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">After login can you see both play money / rea=
l money lobby options?</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">yes</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b"> no actually, it goes straight into real mo=
ney but there's the option to switch to play chips</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b"> above the three yellow boxes</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Find a ring game</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">play now</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Are you using iPad or ipad 2?</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b"> and find a sit and go game </font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">I pad 3</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">One moment please.</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">thank you</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Please continue to hold as I am still checkin=
g this for you.</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Thank you for patiently waiting</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">No problem</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">For this matter, I will need to forward your =
concern to our relevant team for them to check on this.</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">We will get back to you via email once we hea=
rd from them.</font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Thank you</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">You are welcome.</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Is there anything else I can help you with?</=
font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">As its obvious to see that I have not=20
actually placed one bet in person in this game surely its an easy=20
decision to make. If I get some empathy and understanding then I shall =20
to use PKR. If I just get told tough luck then I'll write a bad review=20
about the App on the App Store everyday for a year! </font>
        <br>
   =20
  =09    <font color=3D"blue"> Jamie Hughes: </font>
        <font color=3D"#8b008b">Thanks for your time this evening</font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">Many apologies for this inconvenience cause.<=
/font>
        <br>
   =20
  =09    <font color=3D"red"> Emelyn: </font>
        <font color=3D"black">We will review this and will get back to as s=
oon as possible.</font>
        <br><br><br><div><span style=3D"font-style: italic;">with regards,<=
/span><br style=3D"font-style: italic;"><span style=3D"font-style: italic;"=
>Ganin</span><br></div><br></div></body></html>
------=_Part_14070_11699094.1373961840953--
