It would be helpful to know on which game and at what time this happened. At the moment the matching system takes a number of variables in consideration in order to match with skill and time being the most important. If you enter the queue at a time with only a few players playing it may create an unbalanced match. At the same time, if this happened during peak times on a very liquid queue (ie CSGO Europe at 8pm cest) it is definitely an issue we need to look into. I can think of a couple of edge cases that may lead to the experience you described (ie a team of lvl 10 players that waits 1h in queue), but those should be very limited and almost impossible. If you let me know the queue and the time at which it happened I’ll have the team look into it.

In general regarding matchmaking we are looking into a number of changes to the algorithm (that among other things would make it impossible, instead of improbable, to have a similar scenario), but it’s something that will take time as we are analysing a lot of historical data and data tests to make sure we go in the right direction. That said, if you think it happens too often we can find a quick fix to it (ie hard limits to matching based on skill) to fix it in the short term.