Dear Support,
Please refer to the attachment(s) which lists all players who were disconnected due to the recent Technical issue.
The sheet labelled Cash lists of all the players who have disconnected in Ring Games. Please refer to column M which is ordered by the biggest loss.
The negative amount should be refunded to the player in the currency shown in column F. Positive amounts are wins and therefore do not require refunds.
The sheet labelled tournaments contains all tournament disconnections. This is sorted by player wins in column S. Players who have 0 wins should be refunded their buy-in (column O) in the currency shown in column G.
Any players who complain of disconnections and are not on the list(s) provided may be sent to us in an email as per normal procedure.
Please note, the final decision, regarding any refunds, is at your discretion.
Also could you please forward the list(s) to all first level Customer Support agents.
Please let us know if you have any further questions regarding the excel sheets or the refunds.
Tech Support will send an incident report to your account manager within the next 72 hours. Any queries regarding the incident should be sent to your account manager.