it doesn't explain the loss of the .25, but if the site crashed the hand would have been voided (and possibly not logged by their system) and based on what they said they would have issued refunds to the players involved. That would explain most of it.
If you had logged back in to find the pot lost and there was no record of the hand in thier system that would be VERY sketchy.
Sucks that they can't do a better job at the customer service to explain it and give you a definitive answer.
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