C.M.Accredited Dimond Deal casino sucks..

**fast_eddie** · 4th March 2006, 10:16 PM

I'm playing live roulette and i hit #4 for a $1 straight up and it zooms in the number i'm waitng for the win to be credited to my account, bam the dealer logs out and game says unavalible. so when it comes back no record of my win. ok.(this is only part of the reason i'm mad, i understand that can happen) so i go right to customer chat and tell them, they say they will have security expert contact me via email. I have not placed a wager since the incident. security expert tells me via email, i had repeated log in attempts after that and doesnt mention the spin in question. So I want more and talk to a security expert in chat, they tell me first that my last wager was .50, you cant even wager less than a buck. thne she comes back after and says my last wager was in baccaret, what? then she tells me it was rouette and number ten was the winner. now there grasping at straws, so i want to know about the aborted spins, most sites keep records. more nonsense from the security person, i cant get a straight answer. I'm like it's my last spin how hard can it be to find my last bet placed, i can see if it was in the middle of a session and i contuned playing but come on. So i told the security expert that i am going to the cashier and making a withdrawl and never playing there again. I also to them I got their name frpm casinomesiter's list of accredited casinos and was going to report my findings. So I would stay away from them untill further notice. If they have inaccurated game records and poor customer service I say this is not a place you want to spend your hard eared money at, they are a unprofessional operation beware.... p.s. I will let you know if i recieve my check for the balance of money I had in my account. fast eddie

**fast_eddie** · 5th March 2006, 03:24 AM

Thanks for choosing Diamond Deal Casino. It is a pleasure to be of your assistance.

Regarding your previous message, allow me to inform you that we are really sorry about how you feel about our casino. We would like to assure you that the mission of our casino is to develop a good reputation and take care of our customers. We try to offer all the best games with quality service, to ensure that our customers will have a pleasurable experience.

Please note that we have confirmed with our software provider that the game round you are referring to did not take place since the situation was performed during the dealer's switch. Due to this situation, any bet was returned to the playable balance.

We have been in business for more than seven years, and so far we are proud to inform you we have paid thousands of happy players their winnings. We would like to thank you in advance for your understanding and cooperation on this matter.
[B]
So in hence what their saying is the dealer spun the ball, they zoomed in on the winner, which I had and the dealer uplugged and they switched dealers and thus the round didn't take place. Ok. fine the spin didn't count, but then when asked could not provide my last wager infomation, claimed my bet was 50. cents, when roulette is a dollar minimum, said my last wager was placed on baracerat, when it was roulette. They are a mess there, they don't know what their talking about and are full of it. Stay away from them. I also play at Casinowebcam and once had this happen once, and boom in one chat they credited my account. Even though they said it was an aborted spin and they didn't have to pay me. I guess I will return to play there.

**nafanny29** · 5th March 2006, 01:33 PM

Originally Posted by fast_eddie

Please note that we have confirmed with our software provider that the game round you are referring to did not take place since the situation was performed during the dealer's switch. Due to this situation, any bet was returned to the playable balance.

Originally Posted by fast_eddie

I'm playing live roulette and i hit #4 for a $1 straight up and it zooms in the number i'm waitng for the win to be credited to my account, bam the dealer logs out and game says unavalible. so when it comes back no record of my win.

Well somethings not right here, imagine that was a $200 bet on number 4 and there would be a HUGE issue.

If as you say the dealer spun the ball and it landed in slot 4 and the camera zoomed in on it then I would say that is a valid spin. Surely they dont switch dealers until a spin is complete and all results logged by their computers.

Somethings not right.

**amandajm** · 5th March 2006, 02:51 PM

# It's not okay to switch off a game in mid-flow with wagers upon it.
## Seems to me the player should be paid the $36.
### Whoever involved in the running of the game should be glad for the live feedback at limited outlay and hassle to themselves.

**nektar4d** · 5th March 2006, 07:21 PM

Originally Posted by fast_eddie

I'm playing live roulette and i hit #4 for a $1 straight up and it zooms in the number i'm waitng for the win to be credited to my account, bam the dealer logs out and game says unavalible. so when it comes back no record of my win. fast eddie

The same has happened a couple of times (cant remember which casinos, it was long ago) and the final result was that the casinos cant help in this matter. It must probably be a problem of playtech itself. I remember that they couldnt locate the correct records...
There was another time that the roulette disconnected but when I re-logined the winnings were ok.
After you re-login was your number (4) on the last winning numbers column?
Does your own playing history shows the wager on 4?

This incident made me think then that perhaps live roulette may not be live at all and may be a video pre-recorded session, where the software "chooses" the winning number-video according to the best profit by comparing the total money of the players connected to it. There is time for that during the spinning. Remember all playtech casinos share the same live roulette table, so there are many players connected at the same time. I remember also that in the past they were repeating rounds often claiming that the ball has to spin more than 3 times...seeming that the server didn't calculate the final number outcome...?
I am not sure though if this happens. Seems to me a big issue. Yet whenever I try to take advantage of this scenario as a single player (playing against the majority of other players), I generally have good results (!?)

About the support of the specific casino: I have tried Sun Palace of the same group for some time now and the support was great. I believe that if you test them on other cases (except the one u describe where technically they cant help), u will get positive experiences.
In this case, I think you will have no results. My personal suggestion: Forget it and move on, enjoy playing

**fast_eddie** · 5th March 2006, 11:51 PM

The same has happened a couple of times (cant remember which casinos, it was long ago) and the final result was that the casinos cant help in this matter. It must probably be a problem of playtech itself. I remember that they couldnt locate the correct records...
There was another time that the roulette disconnected but when I re-logined the winnings were ok.
After you re-login was your number (4) on the last winning numbers column?
Does your own playing history shows the wager on 4?

This incident made me think then that perhaps live roulette may not be live at all and may be a video pre-recorded session, where the software "chooses" the winning number-video according to the best profit by comparing the total money of the players connected to it. There is time for that during the spinning. Remember all playtech casinos share the same live roulette table, so there are many players connected at the same time. I remember also that in the past they were repeating rounds often claiming that the ball has to spin more than 3 times...seeming that the server didn't calculate the final number outcome...?

nektar4d, when it let me log back in it was a totally different dealer and the number was not on the column, it seemed to be a totally new feed. I also considered the fact of a prerecorded session but I am able to chat with the dealer, and see her release the ball, maybe in hollywood, lol they could fake that one but I would have to say I believe it's a live spin..also I did look at my game history and it showed like 10 spins, none of them were the last few spins, heck the claimed I played baccaret after that but I went to chat with c.s. and haven't made a wager since, seems like that should be easy to find? I ope the send me a check for my account balance without a problem. Good Luck to you.

**nektar4d** · 6th March 2006, 06:25 AM

Originally Posted by fast_eddie

when it let me log back in it was a totally different dealer and the number was not on the column, it seemed to be a totally new feed. I also considered the fact of a prerecorded session but I am able to chat with the dealer

Just a note:
Its not the dealer who chats with u, its support personnel separately for each casino, most probably from the central playtech support team. Its impossible for 1 dealer to spin and chat to 50 or more players around...If u need proof of that just login in to the live roulette from different casinos simultaneously and you will see different chats of course!
Yet the dealer can see the general chat and respond to something unusual request if necessary.

Good luck also fast_eddie to your next gaming adventures (u will get paid by them)

**Casinomeister** · 6th March 2006, 10:22 AM

Hi fast-eddie,

When posting a complaint, ensure that you make an attempt to contact the casino rep so that they can try and assist you with whatever problem you're having. By posting xyz casino sucks is not conducive to solving any problems, especially if it is something that they don't have much control over.

Please think about what you are trying to accomplish before posting a complaint. Thank you.

**fast_eddie** · 7th March 2006, 07:43 AM

Originally Posted by Casinomeister

Hi fast-eddie,

When posting a complaint, ensure that you make an attempt to contact the casino rep so that they can try and assist you with whatever problem you're having. By posting xyz casino sucks is not conducive to solving any problems, especially if it is something that they don't have much control over.

Please think about what you are trying to accomplish before posting a complaint. Thank you.

I know exactly what I was trying to accomplish, I don't give a rat's ass about the $30 bucks I should have been paid, I wanted to tell me what the spin beofre the aported spin was and then I wanted then to tell me why the dealer logged out after the spin was finished and the zoomed in on the winner and why they didn't credit my account, and all I got was I was playing bacerrat last and vailed attempts at them guessing what spin I was talking about even though I told them 100 times that I was the last bet I made and was going to place another bet till this got resolved and theys till couldn't locate the spin in question. An after all that all I got was a bunch of emails with no facts to resolve the matter. So the customer service/ security dept or whatever it's called does suck till they show my anything different and I also emailed them a copy of my post above and they said oh were sorry you feel that way we have lots of satified players. That's means they don't care and don't want to take the time to look into the matter so In my opinion they suck. Problem solved. I will be placing my bets elsewhere and people can form their own opinions about them, and I am moving on and will only respond to this thread,you won't see 100 posts from me trashing them because I'm a stand up guy. Play there at your own risk.............end of story.....

**chuchu59** · 7th March 2006, 11:13 AM

Fast_eddie,

Did they confirm your bet? There is a button to confirm your bet. Merely placing your bet on any number does not mean that the bet is accepted. If there are technical glitches or you are timed out,the bet should be returned back to you immediately. The balance should show that. Otherwise, regardless of what excuse they give, as long as the ball lands in your number of your choice, you should be paid even if you are disconnected right afterwards.

I dont mean to offend but could you consider paragraphing your posts for easier reading. I am getting old and cant really follow such long paragraphs.