When a customer loses out on a reward, item, etc. due to a failing on the part of your game and not of their own, your policy should be to compensate the player for that problem with your game and not be “we don’t give out gold, wild cards…”

As a player, my time can be sporadic at times and it is rather troublesome to 1) not receive a quick turnaround (such as with limited duration events) and 2) be punished for failings on your game’s side that cause results to not be recorded.

In this instance, my opponent conceded as I was attacking with lethal. I received the “Victory” splash screen. Then I got stuck at “waiting…” when it was trying to connect to the server. My laptop at the time had no issues connecting to the internet, verified via web browser search of “is MTG arena down?” That search reported that it wasn’t and to me showed I didn’t have a connection problem on my end (ie I’m connected to the internet and google’s search responded to the query). The game stuck at waiting until it reported an issue connecting with the server and prompted if I wanted to “Retry” which I selected. The game then crashed back to the initial loading screen and when I returned to the event, my win was not recorded on the rewards track.

I then submitted the bug report and attached the log as a good lil’ customer and about a day later got a “well it was a free to enter event so…” type reply that discounts spending time playing your game as “free”.

Given my limited play time, I was only able to play a little longer and managed to get in a win and hoped that I would get a reply, or be able to play again before the mid-week event ended. That wasn’t the case for either and as such I didn’t receive the reward for having 2 wins during the event (nor progress rewards for wins). Reporting this all got the “we don’t reward gold, wild cards, etc.” reply to which I am commenting on as they also said that if I thought it should be handled differently I should put it up here… so here it is.

Please tell me why this policy exists and how it harms Wizards in such a manner that awarding a random (likely uncommon) card.

Also please explain how my opponent can concede, I receive a “Victory” notification, and the server still not see the results? Does it not record the concession from the opponent for the game? Is it a direct connection between the players and the server isn’t involved? Ie I was notified of the victory, but it wasn’t a notification from the game server? If the lack of results had occurred without the game completion graphics, I’d be less confused, but after the “Victory” notification and leaving the battlefield, one would assume that the server should have the results recorded somewhere.