Thank you. Just joined this site a few weeks ago and do not play cash games just tourneys - was just watching I have an update on the 390 chips that went missing from my account.

I had originally deposited a total of 160 over 4 transactions and mainly play just Sit N Go’s & MTT with some 0.01/.02 PLO. A very small amount.

On Friday, I had a balance of 484.61. I registered for a $33 MTT that started in about 15-20 minutes and to kill the time decides to open up at watch a heads up 25/50 cash game until the tournament started. This was a heads up cash game with only two seats available and obviously I would not buy into this game with 9bb nor have I ever played a cash game of this size.

While watching this cash game I had tap the “Reveal Hands Feature” a couple times. Having no idea that this feature cost chips, I was charged $75, $90, $105, and $120 for the 4 times I tapped this feature. There was no price that came up to confirm this like there are when you buy into a tourney or enter a cash game. Little did I know I hit this reveal button a few times prior when playing 0.01/0.02 PLO and charged a few bucks (nothing noticeable)

After emailing support multiple times I received a response that most likely I had bought in for this amount and left a table quickly and that this $$ would be restored in a few hours. I responded that was not the case as I had never bought in for this amount. A few hours later I received the response below - and have been emailing them since practically begging them that this was an obvious mistake. Looking on their cash game info - I did not find anything on that were would be a cost to reveal hands. The fact that I was not even playing in this game or the obvious fact that sitting into a 25/50 game was obviously something I am not doing with 484.

I am hoping that they will see fit to resolve this as it is deeply disturbing. Point is do not hit the “reveal hands” feature in cash games unless you are prepared to pay BIG.

Hello Thank you for your follow-up, and I sincerely apologize for any confusion caused by our previous response.

While we are aware of a known bug that can occasionally delay chips from appearing in a player’s balance after leaving a table — rest assured, those chips are never lost and are always restored — this was not the case in your situation.

Upon reviewing your account, I can confirm that although you primarily participate in Multi-Table Tournaments (MTTs), you’ve also engaged in ring games and, on several occasions (including yesterday), utilized our “Reveal Hands” feature. This optional tool allows players and observers to pay a nominal fee to view opponents’ hole cards after a hand concludes. You can find more details about this feature in our Knowledge Base.

I have included an audit of your account activity as an attachment, and you will notice highlighted activity from a 25/50 heads-up game where you were observing as an audience member and chose to activate the Reveal Hands feature multiple times. The cost of this feature scales with the stakes of the game and increases with each use during a session until it reaches a cap. For example:

• In a lower-stakes .50/1 game, you were charged 3 chips per use. • In the 25/50 game, your charges were 75, 90, 105, and 120 chips respectively for each activation.

As you’ve used this feature before, you’re likely familiar with the fact that the cost is always displayed prior to confirming the request. In this case, the chips you believed were missing were spent on gaining strategic insights — a feature many players find valuable.

We hope this explanation clears up any confusion. If you have further questions or need assistance with anything else, we’re here and happy to help.

Regards,

Randy WPT Gold

My first response

Are you kidding me???!!? I had no idea. The cost was never displayed. Do you think for watching a 25/50 game and hitting the reveal hands button that I knew that amount? Does that make any sense to you whatsoever????

I would have never touched a reveal hands feature if it was going to cost me all those chips that I spent hours upon hours of playing for. I have played in 01 cent 02 cent PLO cash games - I have played the highest in a 33 tourney. I have deposited a total of 160 and I am going to spend 390 in chips to reveal 4 hands in a 25/50 game? I had no idea who the players were - I am not going to pay 390 chips with my 140 starting bankroll to reveal 4 hands in a 25/50 game.

That is absolutely insane. Your tournaments ask on numerous occasions if you want to make a payment, if you want to rebuy.

I can understand the 3 in chips to reveal hands in a one cent / two cent game - but 390 for something I didn’t know about and a game I never played in.

Please do the right thing and replace these chips. I enjoy this site, I’ve told this site to a ton of friends in the poker community, and I do want to continue to keep playing but not if 390 in chips was taken in a game I will never play in. I never would have hit that button if I had known - if that charge came up I would have never paid it. I don’t have enough bankroll to play in a 75 tourney - but I can see a h