General Betting
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Hi, any advice appreciated.
Playing quite decent stakes multi-hand blackjack via a large uk high street bookmakers casino section. Played a session of about 50-60 rounds of multi-hand blackjack and had the following problems...
1. Hand where I had 6, was not given the option to hit, the system just 'skipped' over the hand.
2. Hand where I had 10 and dealer showing 5, was not given the option to hit or double, the system just 'skipped' over the hand.
3. Hand where I had soft 19 and dealer showing 7, I did not get a chance to click stand, the system just gave me another card (J) then another card (K) so bust.
4. Hand where I had 15, I chose to hit and was given a 7 so bust. The system gave me another card (5). Obviously this individual hand had already lost, it shows a clear problem with the software and with the sequence of the next card I hit and the cards the dealer took it made a big difference.
I had screenshots of the history of the first 3, and a screenshot of the game screen for the last one.
I've emailed the company and waiting for a response from the technical team.
What can I do about this? What is the likely outcome? Over these 4 hands I lost around £550 and over the session lost around £2,100. I think it is very clear there was a technical issue with the software and these were not fair bets.
Thanks
Playing quite decent stakes multi-hand blackjack via a large uk high street bookmakers casino section. Played a session of about 50-60 rounds of multi-hand blackjack and had the following problems...
1. Hand where I had 6, was not given the option to hit, the system just 'skipped' over the hand.
2. Hand where I had 10 and dealer showing 5, was not given the option to hit or double, the system just 'skipped' over the hand.
3. Hand where I had soft 19 and dealer showing 7, I did not get a chance to click stand, the system just gave me another card (J) then another card (K) so bust.
4. Hand where I had 15, I chose to hit and was given a 7 so bust. The system gave me another card (5). Obviously this individual hand had already lost, it shows a clear problem with the software and with the sequence of the next card I hit and the cards the dealer took it made a big difference.
I had screenshots of the history of the first 3, and a screenshot of the game screen for the last one.
I've emailed the company and waiting for a response from the technical team.
What can I do about this? What is the likely outcome? Over these 4 hands I lost around £550 and over the session lost around £2,100. I think it is very clear there was a technical issue with the software and these were not fair bets.
Thanks
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Sickening thing to happen but I'm sure they'll see you all right as they rely on punters who are prepared to
stump up thousands on their casino games. There's no point them losing goodwill with you. |
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Thanks, and I understand what's you're saying.
Unfortunately, I've had a few disputes over different issues with this company the past few months - I think I may have used up any goodwill that I had. What do you think I should be looking for as a good outcome? I haven't heard anything but I hope they don't just come back and say they've found no problems...I don't see how they can, especially on 4. which I was astounded by (I stopped playing after this, I know I should have after the other ones but didn't). If I get nowhere, what sort of route should I take? Gambling commission? Anything else? |
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Thanks, and I understand what's you're saying.
Unfortunately, I've had a few disputes over different issues with this company the past few months - I think I may have used up any goodwill that I had. What do you think I should be looking for as a good outcome? I haven't heard anything but I hope they don't just come back and say they've found no problems...I don't see how they can, especially on 4. which I was astounded by (I stopped playing after this, I know I should have after the other ones but didn't). If I get nowhere, what sort of route should I take? Gambling commission? Anything else? |
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Apologies, I don't know why my things seem to be posting twice.
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There have been several incidents of timeout/lagging problems with poker software. There is a lag between what is appearing on your screen and what is going on in the game server. Could be a similar problem.
They are meant to refer you to a dispute resolution service like IBAS who will be utterly useless so don't bother. The Gambling Commish will also do nothing. |
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Thanks dave, yeah I thought that but not sure how example 4. or even 3. would fit with that.
So anywhere else I could go with this? |
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Just to add I mentioned 50-60 rounds in the original post. It was actually 34 rounds that these 4 problems happened in, and a RTP of 82%.
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Why are you betting that high on these games
Glitch or no Glitch you would of lost anyway |
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Because I'm a moron. Even so, they shouldn't be able to offer games with problems like these and take people's money that way. Still haven't heard anything back.
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Yes, I do understand. Maybe this was my lightbulb moment.
Any thoughts on any further action I can take or anything I can do that might help? I've chased them 3 or 4 times today and just get told they are waiting for an update from the technical team. |
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Still nothing from them. Would anywhere else be interested in this issue...media? Action Fraud? Help!
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I'm
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I'm guessing the people that will look into this don't work weekends so that means that I won't hear anything until Monday at the latest. Any thoughts / ideas on what I can do here?
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feeling down
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very much so
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sorry was on a lyric sequence
best of luck with your grievance |
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thanks I think I'm going to need it
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Still struggling to get anywhere with this, but they have said the software company have confirmed a glitch...
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You need to stop playing these silly games. You're playing against a computer chip that's designed to take all your money.
I know you've admitted to be a moron but I think you're being far too easy on yourself. Get a grip man, I don't care how much money you have, you will lose it ALL playing these games. Lay/back some things on here, it's a much more level playing field. |
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Thanks for the advice kenbo. However, with this thread I'm really just looking for advice on this specific situation.
What do you guys think? Now that I at least have some confirmation that they acknowledge a problem with the software. Do I have a position to say the whole session should be void as the software was dodgy? It only showed up on screen in 3/4 hands but throughout the session it must have been wrong, and could have been affecting other hands. Or do I concentrate on saying the affected hands should be void? Thoughts please. Thanks |
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I'd ask for any losses to be repaid from the time they knew there was a problem. You've effectively been playing with a (more so than usual) stacked deck.
I'd also threaten bad publicity on social media sites if they weren't going to play ball. Tell them your losses refunded will keep you as a happy customer and will go a long way to buying your silence. |
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Thanks kenbo I've fired off another email will see if anything comes of it.
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Ask for all of your money back. You might well have got stuffed on other hands without knowing.
I'll buck the trend and not tell you how to spend your money too. |
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which bookie is it?
go on twitter explaining your complaint to them for starters...... |
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I don't use twitter...would that be effective? The issue is already with a 'senior complaints manager' who now seems to be ignoring me. It's Co...
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You might be able to get some help from the lads here:
http://www.casinomeister.com/ Interesting entry on the rogue list  . |
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There's a bloke on the horse racing forum who goes by the name of Paul Haigh-Total respect. He helps punters with bet disputes, I don't know if he helps with this kind of matter or not though. If I were you then I'd start a thread over there asking for him, if he doesn't appear then somebody will have his email address. There's no harm in asking him.
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yeah
with twitter your complaint gets seen by other users of that bookmaker....last thing they want is really bad publicity...unless they are idiots |
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Thanks all. I've been told a response is coming on Friday. I'll wait until then but if it doesn't come or isn't satisfactory I'm going mental, I want to do everything.
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See where you get with Paul Haigh, but if you have actual proof and they have admitted the software is/was faulty I would go down the media route. That is if you do not get a satisfactory result on friday. I know a reporter who may be interested, but see where you go with Paul Haigh first if he's interested.
I had a betting dispute with C0rals about 2 years ago, and I have never dealt with such a horrible bunch of people. Full of complete lies and stalling tactics, no callbacks after being promised etc. Vile firm who deserve all the bad publicity they get. |
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Thanks Magic, I saw the email on the other thread. Would you be able to give me those reporters details? The media route is definitely something I'd be interested in as I have very clear proof of a glitch and the live chat agreeing to a problem with the software.
Do you know if CEOs email addresses actually get read by the people who should be reading them? I was planning on emailing the CEO on Monday if I don't get the right result tomorrow, explaining the situation and all the external action that I plan to take. Thanks |
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The big update is that they are still waiting to hear from the technical team. :-(
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Magic, do you have the details of that reporter if you don't mind?
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I will email him and find out if he is interested. Have you been in touch with PH yet?
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Thanks Magic. I've sent an email but haven't heard anything back.
Does anyone know if the Co... executives are likely to respond to an email? I've had success with that route in the past. I'm planning to email all the ones I ones I can find address for as well as their media/PR email addresses. |
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Message me your email address and I can forward on to reporter, I will guarantee it won't go anywhere else. Or just set a new one up solely for this, up to you.
If you do have the emails of some of the top brass I would definitely contact them, tell them you have been fobbed off left, right and centre by everyone associated with the company. Seeing as they are playing with their own marked cards so to speak, you would have thought they would do everything necessary to rectify the situation. You are also now left with no alternative but to go to the press etc. |
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Thanks Magic. Message sent.
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I have emailed him and passed your email address on. I would imagine he will reply to me as well so will send you a message when he does.
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Simon Clare on bbc1 is one of the people I will be contacting. Seems like a right **** don't think I'll have any joy.
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