Disconnection & Cancellation Policies 

Player Disconnections

If a player suffers a disconnection due to the player account losing connection to the poker servers, and the servers are operating properly, any tables they have will be timed out in accordance with our sit-out policy as if they were still sat at the table.

Server Disconnections & Cancellations 

Cash Games

If the poker game session crashes or goes down suddenly, every hand happening at the time of the disconnection/crash is treated as a misdeal, and all players are refunded the money they have invested in the pot, regardless of whether they had folded their hand at the time of the crash.

SNG Select & Multi-Table Tournaments

In the event of a server crash, all tournaments will be paused. In the event of a tournament being cancelled after a server crash, there are three cancellation policies in place:

1. Rollback;
2. Roll Forward - Not in the money;
3. Roll Forward - In the money.

1) Rollback

In this case, we "Roll Back" the tournament as if it never happened. Every player is refunded their initial buy-in, including rake. Players are refunded in the exact same format with which they bought in. For example, if you bought in with a tournament ticket, then you would receive a tournament ticket as a refund. 

SNGs:

• Every player is also refunded any secondary or "Glitch" prize contributions of the initial buy-in, if applicable.

MTTs:

• Every player is also refunded any rebuys, add-ons, and knockout entries, if applicable.

2) Roll Forward: Not in the Money

If the tournament is cancelled and we do a "Roll Forward" before the players are in the money (I.e. not enough players have been eliminated such that the next player to be eliminated shall receive a payout), then each remaining player is refunded their tournament fee, then the tournament prize pool is divided up as follows:

• 50% of the prize pool is distributed evenly among all remaining players.
• 50% of the prize pool is distributed proportionally according to the number of chips players have. See "Chip Chop" below.
  • SNGs:
    • Each remaining player is also refunded any secondary or "Glitch Prizes", if applicable.
    • CUB3D SNGs: Whenever a CUB3D SNG is cancelled and rolled forward, it will be treated as a Classic SNG with the fixed prize pool used as the payout distribution method.
  • MTTs:
    • Each remaining player is also refunded any knockout bounty rewards, if applicable.
    • If a tournament with a guaranteed prize pool is cancelled, we will refund only the total buy-ins, not the guaranteed amount.

3) Roll Forward: In the Money

When a tournament is cancelled, and players have already reached the money (I.e. the next player eliminated shall receive a payout), then each remaining player receives a refund of their rake, then the prize pool is divided as follows:

• Each player receives the minimum prize not yet awarded at the time of cancellation
• The remainder of the award pool is distributed proportionally according to the chip count (see "chip chop"): 
  • SNGs:
    • Every player is also refunded any secondary or "Glitch Prizes", if applicable.
    • CUB3D SNGs: Whenever a CUB3D SNG is cancelled and rolled forward, it will be treated as a Classic SNG with the fixed prize pool used as the payout distribution method.
  • MTTs:
    • Every player is also refunded any knockout bounties, if applicable.
    • Players that were already eliminated and received their prizes, if applicable, are not affected.
    • If a tournament with a guaranteed prize pool is cancelled, we will refund only the total buy-ins, not the guaranteed amount.
• Chip Chop
  • For each player, estimate their Expected Value (EV) in $ via the following method:
    • Divide the number of chips each player has in their stack by the total amount of chips in play.
    • Multiply that value by the remaining prize pool to determine the amount to be paid into each player's account

If you need any further assistance, please contact our 24/7 poker support team at:

• For players at BetRivers - pokersupport@betrivers.com
   
• For players at PlaySugarHouse - pokersupport@playsugarhouse.com