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Date: Wed, 21 Aug 2013 12:28:56 +0530 (IST)
From: "E. Ganin" <ganin@lsmindia.com>
To: Ishan Kankarwal <ishan@lsmindia.com>, "Kim B. Protacio" <kim@lsmindia.com>, 
	"Sanjay K. Sharma" <sanjayk@lsmindia.com>, rahulkumar@lsmindia.com, 
	Rajiv Prabhakar <rajiv@lsmindia.com>, 
	Kachuirin Vashi <kachuirin@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>
Cc: Deeksha Dadu <deeksha@lsmindia.com>
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In-Reply-To: <32928151.513291377068238525.JavaMail.root@lsmindia.com>
Subject: PKR Chat Audit -
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Hi Rahul and rest of the team,=20

I sometimes wonder if you guys are aware of the new refund policy for disco=
nnected players which can was posted on blog few days back, see here=20

This player was on the ipad app and was disconnected from the app - you sho=
uld all be aware by now that when a player disconnects from a table/tournam=
ent, they are not taken back to the table automatically like it does on PC/=
MAC software.=20

Instead they after re-logging into the app:=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




Therefore they must tap on "Tap here to view tournaments you=E2=80=99re reg=
istered for" and will be taken to their table - you must also make the play=
er aware of this which Rahul didn't on this particular chat.=20




Now, moving on the refund policy for disconnections for users using our mob=
ile app, In order to give players a better impression when they first exper=
ience connection issues with a tournament, we are allowed to refund them a =
ticket for the cost of the tournament, with the guidelines found here :=20




Rahul, in this chat you did not even check whether the player was still in =
the tournament or not, if he was still in the tournament he will need to fo=
llow the steps mentioned above to rejoin the table.=20


If already knocked out of the tournament, you must have checked the tournam=
ent and its hand history to see if he was indeed disconnected from the tour=
nament and if so, then ask a senior (or escalate to Pokermanager if buyin i=
s above $12) to issue a ticket of the same value as the tournament buyin si=
nce it was his first reported disconnection.=20




@ all of the team, I need a confirmation that all you have understood this =
procedure.=20





Any confusion/doubts, please shout=20



=09info: Hello! My name is Rosalyn. How may I assist you today? =09
=09info: Your Issue ID for this chat is LTK11153011938148X =09
=09you: Hi =09
=09Rosalyn: Hello =09
=09Rosalyn: How may I help you? =09
=09you: Im really angry, im playing poker on my ipad and currently in the l=
ead and it has just shut down, I have just reopened it and it has not took =
me back to the game, it happened the day before yesterday also =09
=09you: I will probably still be winning if it takes me back to the table, =
im losing money =09
=09Rosalyn: May I ask your username please? =09
=09you: teltheworld =09
=09Rosalyn: Thank you =09
=09Rosalyn: One moment please... =09
=09you: ok, thank you =09
=09you: my money for the sit and go that I paid has also been taken :( =09
=09Rosalyn: To be able to assist you, for security reasons, please confirm =
the following information:=20
1. Your date of birth=20
2. The first line of your address=20
3. The answer to the following question: =09
=09Rosalyn: What was the name of your first pet? =09
=09you: 21st January 1977 =09
=09you: 36 church meadow =09
=09you: charlie =09
=09you: are you still there ? =09
=09Rosalyn: Yes thanks for the details =09
=09you: no problem, really upset by this =09
=09Rosalyn: May I know which device you are using ? =09
=09you: im using an ipad mini that I bought last week =09
=09you: connection is full =09
=09Rosalyn: thank you =09
=09you: it just switches off =09
=09you: the app I mean =09
=09Rosalyn: please allow me a few moments to look after this issue =09
=09you: I will appreciate that =09
=09Rosalyn: May I know which connection you were using ? =09
=09you: I use bt broadband package, its lightning quick =09
=09you: its not the connection, the app just shut down and take me back tyo=
 my ipad menu page =09
=09Rosalyn: Also please let me know the iOS version ? =09
=09you: then when you log in again, it has taken your money for your entry =
fee and you do not get to go back to the table/ =09
=09you: what do you mean ios version, I downloaded it last week =09
=09Rosalyn: One moment please... =09
=09Rosalyn: Thanks for your time =09
=09Rosalyn: you can check the ios version on an ipad by tapping on SETTINGS=
 > GENERAL > ABOUT and the information is under VERSION. =09
=09you: 6.1.3 (1oB329) =09
=09Rosalyn: the connection was the wifi or 3g? =09
=09you: im on my home wifi, which is full signal =09
=09you: as mentioned it is not the Wi-Fi, your app just close down, it does=
 not lose connection. =09
=09Rosalyn: had you opened any other app when you were uving pkr? =09
=09you: no, just the pkr app =09
=09Rosalyn: Thanks for all the details =09
=09you: I normally paly on my desktop, never had a problem, ii see the app =
and thought I would download it rather than sitting at my desk, it has happ=
ened twice now =09
=09Rosalyn: I need to forward all these details to my technical team =09
=09Rosalyn: they will look after it =09
=09Rosalyn: And once we will hear from them =09
=09Rosalyn: you will be informed about it via email =09
=09Rosalyn: untill then your patience is highly appreciated =09
=09you: What about my money fee I have lost, not to mention I was in 1st pl=
ace on a $6 buy in sit and go =09
=09Rosalyn: Yes they will consider everything =09
=09Rosalyn: no need to worry about this =09
=09you: I am worried because I have just lost another $6 of my playing mone=
y and a winning postion =09
=09Rosalyn: As I have forwarded this issue to my technical team =09
=09Rosalyn: they will look after every aspect of it =09
=09Rosalyn: we will be informed about it very soon =09
=09you: Ok, I guess the pkr app is not safe to play, I will delete it, I ca=
nnot afford to lose money like that =09
=09Rosalyn: Itv is very unfortunate to hear it from you =09
=09Rosalyn: It* =09
=09Rosalyn: Also I can understand your frustation regarding this =09
=09Rosalyn: but please keep some patience =09
=09Rosalyn: we will be back to you very soon =09
=09you: Ok, how long do I need to wait, can you forward this to my e-mail p=
lease so I have a record =09
=09Rosalyn: it may be 24-48 hours =09
=09Rosalyn: so I will suggest you to please have an eye on your emails =09
=09you: OK I will not play anymore until I hear further, I always check e-m=
ails, not angry at you, but very disappointing that this has happened =09
=09Rosalyn: yes, we also feel sorry for this =09
=09Rosalyn: Is there anything else I can help you with? =09
=09you: ok night =09
=09Rosalyn: good night! =09
=09Rosalyn: Please feel free to fill out our feedback survey by clicking CL=
OSE at the top of the window. Enjoy the rest of the day. =09
=09Rosalyn: Bye=20
=09info: Chat session has been terminated by the site operator.=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 Rahul and rest of the team,<br><br>I sometimes wonder if you guys are a=
ware of the new refund policy for disconnected players which can was posted=
 on blog few days back, see <a href=3D"http://csindia.pkr.com/?p=3D23942">h=
ere</a><br><br>This player was on the ipad app and was disconnected from th=
e app - you should all be aware by now that when a player disconnects from =
a table/tournament, they are not taken back to the table automatically like=
 it does on PC/MAC software.<br><br>Instead they after re-logging into the =
app:<br><br><p>The Play Now button in the Lobby changes if you=E2=80=99re r=
egistered 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>Therefore they must tap on "Tap here to view tournaments you=
=E2=80=99re registered for" and will be taken to their table - you must als=
o make the player aware of this which Rahul didn't on this particular chat.=
</p><p><br></p><p>Now, moving on the refund policy for disconnections for u=
sers using our mobile app, In order to give players a better impression whe=
n they first experience=20
connection issues with a tournament, we are allowed to refund them a=20
ticket for the cost of the tournament, with the guidelines found <a href=3D=
"http://csindia.pkr.com/?p=3D23942">here</a>:</p><p><br></p><p>Rahul, in th=
is chat you did not even check whether the player was still in the tourname=
nt or not, if he was still in the tournament he will need to follow the ste=
ps mentioned above to rejoin the table. <br></p><p>If already knocked out o=
f the tournament, you must have checked the tournament and its hand history=
 to see if he was indeed disconnected from the tournament and if so, then a=
sk a senior (or escalate to Pokermanager if buyin is above $12) to issue a =
ticket of the same value as the tournament buyin since it was his first rep=
orted disconnection.</p><p><br></p><p>@ all of the team, I need a confirmat=
ion that all you have understood this procedure. <br></p><p><br></p><p>Any =
confusion/doubts, please shout<br></p><br><br><table class=3D"tabledata" bo=
rder=3D"0" cellspacing=3D"0"><tbody><tr><td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"green" face=3D"arial"><strong>info:&nbsp=
;</strong><span style=3D"color: #000000;"><strong>Hello! My name is Rosalyn=
. How may I assist you today?</strong></span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"green" face=3D"arial"><strong>info:&nbsp=
;</strong>Your Issue ID for this chat is LTK11153011938148X</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>Hi</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Hello</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">How may I help you?</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>Im
 really angry, im playing poker on my ipad and currently in the lead and
 it has just shut down, I have just reopened it and it has not took me=20
back to the game, it happened the day before yesterday also</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>I will probably still be winning if it takes me back to the table, i=
m losing money</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong>May I ask your username please?</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>teltheworld</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Thank you</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong>One moment please...</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>ok, thank you</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>my money for the sit and go that I paid has also been taken :(</font=
>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong>To be able to assist you, for security reasons, please confirm =
the following information:<br> 1. Your date of birth <br> 2. The first line=
 of your address <br> 3. The answer to the following question:</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">What was the name of your first pet?</span></=
font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>21st January 1977</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>36 church meadow</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>charlie</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>are you still there ?</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Yes thanks for the details </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>no problem, really upset by this</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">May I know which device you are using ?</span=
></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>im using an ipad mini that I bought last week</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>connection is full </font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">thank you </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>it just switches off </font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>the app I mean</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">please allow me a few moments &nbsp;to look a=
fter this issue</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>I will appreciate that</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">May I know which connection you were using ?<=
/span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>I use bt broadband package, its lightning quick</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>its not the connection, the app just shut down and take me back tyo =
my ipad menu page</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Also please let me know the iOS version ?</sp=
an></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>then when you log in again, it has taken your money for your entry f=
ee and you do not get to go back to the table/</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>what do you mean ios version, I downloaded it last week</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong>One moment please...</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Thanks for your time </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">you can check the ios version on an ipad by t=
apping on SETTINGS &gt; GENERAL &gt; ABOUT and the information is under VER=
SION.</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>6.1.3 (1oB329)</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">the connection was the wifi or 3g?</span></fo=
nt>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>im on my home wifi, which is full signal</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>as mentioned it is not the Wi-Fi, your app just close down, it does =
not lose connection.</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">had you opened any other app when you were uv=
ing pkr?</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>no, just the pkr app</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Thanks for all the details </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>I
 normally paly on my desktop, never had a problem, ii see the app and=20
thought I would download it rather than sitting at my desk, it has=20
happened twice now</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">I need to forward all these details to my tec=
hnical &nbsp;team </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">they will look after it </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">And once we will hear from them </span></font=
>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">you will be informed about it via email</span=
></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">untill then your patience is highly appreciat=
ed </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>What about my money fee I have lost, not to mention I was in 1st pla=
ce on a $6 buy  in sit and go</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Yes they will consider everything </span></fo=
nt>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">no need to worry about this </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>I am worried because I have just lost another $6 of my playing money=
 and a winning postion</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">As I have forwarded this issue to my technica=
l team</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">they will look after every aspect of it </spa=
n></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">we will be informed about it very soon</span>=
</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>Ok, I guess the pkr app is not safe to play, I will delete it, I can=
not afford to lose money like that</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Itv is very unfortunate to hear it from you <=
/span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">It*</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Also I can understand your frustation regardi=
ng this </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">but please keep some patience </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">we will be back to you very soon </span></fon=
t>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>Ok, how long do I need to wait, can you forward this to my e-mail pl=
ease so I have a record</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">it may be 24-48 hours </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">so I will suggest you to please have an eye o=
n your emails </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>OK
 I will not play anymore until I hear further, I always check e-mails,=20
not angry at you, but very disappointing that this has happened</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">yes, we also feel sorry for this </span></fon=
t>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong>Is there anything else I can help you with?</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"red" face=3D"arial"><strong>you:&nbsp;</=
strong>ok night</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">good night!</span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong>Please feel free to fill out our feedback survey by clicking CL=
OSE at the top of the window. Enjoy the rest of the day.</font>
                    </td>
                    </tr>
                    </tbody></table>
               =20
<table class=3D"tabledata" border=3D"0" cellspacing=3D"0">
<tbody><tr>
                   =20
                    <td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"blue" face=3D"arial"><strong>Rosalyn:&nb=
sp;</strong><span dir=3D"ltr">Bye </span></font>
                    </td>
                    </tr>
                    </tbody></table>
               =20


                   =20
                    <table class=3D"tabledata" border=3D"0" cellspacing=3D"=
0"><tbody><tr><td>
                    <font face=3D"arial">
                   =20
                    </font>
                    <br></td>
                   =20

                    <td>
                    <font color=3D"green" face=3D"arial"><strong>info:&nbsp=
;</strong>Chat session has been terminated by the site operator.</font></td=
></tr></tbody></table><br><br><br><br><div><span style=3D"font-style: itali=
c;">with regards,</span><br style=3D"font-style: italic;"><span style=3D"fo=
nt-style: italic;">Ganin</span><br></div><br></div></body></html>
------=_Part_24900_28629950.1377068336102--
