What should I do if a tournament is cancelled?

Relax! In the event that a tournament is cancelled for any reason, our priority will always be the players. Due to connection problems, a tournament will be automatically cancelled if the majority of the players are disconnected or fail to reconnect within the next 5 minutes. Depending on the exact state in which the tournament is at the time of cancellation, one of the three resolution methods will be imposed:

1. Tournament Refund

This will occur when the tournament was canceled before it actually started, or if the tournament was canceled before one or more players were removed from it. In this case, all players registered for the tournament will receive the buy-in and other expenses (such as re-buys and add-ons). All refunds will be made exactly the same way they were purchased. If you purchased a tournament ticket, then you will receive the ticket again. In the event that an error occurs when receiving your refund, please get in touch with our Customer Service by chat to report what happened.

2. Cancellation without players with money

If all players are out of money and a tournament is cancelled, all remaining players will be refunded the registration fee and the prize will be divided based on the following formula:

• 50% of the prizes are distributed equally among all the players
• 50% of the total prizes are distributed proportionally based on the chips that the players have.

In case an error occurs and you have not received your refund, please contact Customer Service.

3. Cancellation with all players at Cash Games

When all players are in Cash Games and the game is cancelled, all remaining players will be refunded the entry fee and the prize will be divided according to the following formula:

• Each player will receive the minimum prize not yet awarded at the time of cancellation.
• The rest of the prize will be distributed proportionally based on the amount of chips of each player.

Sit & Go Heads Up tournaments

The result of a Heads-Up tournament can be seriously affected when one player remains connected while the other is not. Therefore, we reserve the right to make a chip count distribution if our website experiences a downtime that results in the cancellation of tournaments.

Guaranteed Tournaments

A tournament with a guaranteed prize is cancelled:

When players are not in the Cash Game, payment will be based on the total prize pool consisting of buy-ins only. When players are in the Cash Game, payment will be based on the guaranteed amount if the buy-ins are not the guaranteed amount.