OK poker - Missing funds in my account since October 7th 2025

On October 7th 2025, during the evening, OK poker had some sort of bug, that led it to go in impromptu 'maintenance' for several hours. When the bug happened, I was seated on 8 tables. I was still able to play, but couldn't add funds to any of the tables, and nobody could fill empty seats ; meaning that after 10-15 minutes, tables were half empty, with most players left being short stacked. So I decided to end my session and left the tables.

After I was done leaving the tables, I noticed that the funds I had on them had not been credited back into my balance. At first I didn't think much of it, because oddly enough it happens all the time on OK poker. Typically, you just log out / re-log in and your funds are there. So that's what I did, but my money was still missing. Eventually, after ~30 minutes, my balance was updated, but there was still part of the money missing... and it still is to this day (we're now October 18th).

'Fortunately', enough money was missing (a few hundred CA$) so that I would notice it, so I signaled it to the support by email on Oct. 7th. I was told I must reach them by phone, so that's what I did on October 8th. That day, when I explained the situation, I was told that if there were missing funds in the balance of my account, it would be credited back automatically within 72 hours. So I waited 72 hours. On October 11th, the money was still missing, so I called the support again. I was asked to provide informations for them to be able to locate where the missing money came from. Luckily, in the meantime, I had gone through my hand history / transaction history to identify where the missing funds came from. It turns out that out of the 8 tables, the 3 tables where my stack was less than 100bb were the ones that were not credited back into my balance. So, I gave them the ID numbers of the last hand I played for each of those 3 tables. I was then told that my request would be reviewed and that it shouldn't take long.

So I waited 3 more days, until October 14th, at which point I decided to call the support once again, to know if things were moving. I was told that my request had been 'assigned', but was still pending. Nothing more, really.

I waited 4 more days, until this evening. I just called. I was told once again that my request was pending. But then I asked why it was taking so long. They told me that they were processing the requests in a 'first come, first served' manner. I then asked if that basically meant that I was very far down the list of people having missing funds into their account. At that point I was feeling a bit Karen. It was meant to be rhetorical... But they replied that it was indeed pretty much what was up! They couldn't tell me anything specific, but I was told that there had been more 'requests' lately and that they were working on it.

Now, from what I understand, there isn't much I can do but wait. It's still mind boggling to me though that this kind of thing could even happen in the first place. Clearly, there's no automated process to garantee that our funds are credited back when a bug happens. I suggest that people here who played on the evening October 7th 2025 review their hand history and compare them to their transaction history, to see if there's money missing in their account. I will update the thread once my case gets resolved.

TL;DR Money missing on the balance of my OK poker account since Oct. 7th. Signaled it by phone on Oct. 8th. Had to provide hand histories on Oct. 11th to prove my claim. Called again on Oct. 14th and 18th, but nothing is resolved. It's been implied in my last convo with the support that there may be numerous people in the same situation.