32Red Live Dealer Baccarat winning bet not paid

[Jufo]

Yesterday I played at 32Red, went to Live tables and placed 100 EUR on Banker at Live Baccarat. The bet was deducted from my balance so it was clearly confirmed and accepted. The bet won but I didn't receive the winnings or even the bet back. The whole transaction is missing from the play check and customer support tells me they cannot locate the bet either. So right now 100 EUR bet + 95 EUR in winnings have disappeared to black hole. It has been 24hrs now and 32Red hasn't given any resolution to this problem.

Has anyone else had similar thing happened to them and how was the issue resolved?

 

[LaHutti]

Surely there must be a trace of it somewhere, if your bankroll dropped 100 euro ? ... or did your bankroll not change ?
If your bankroll dropped the casino would have to explain where the 100 euro went, if not on the bet you claim it went to.
Anyway, I have no doubts, that this specific casino has a perfectly good explanation, and will sort it out.

 

[refre]

Even if the particular hand is missing from playcheck, I'm sure the server records account balance after each and every bet.
So if they look the bet/spin you did before playing baccarat, they should see your account balance, and notice that 100 euros went missing without a trace.

I'm sure they'll sort it out for you somehow.

Freddy

 

[Jufo]

Surely there must be a trace of it somewhere, if your bankroll dropped 100 euro ? ... or did your bankroll not change ?
If your bankroll dropped the casino would have to explain where the 100 euro went, if not on the bet you claim it went to.

Yes my bankroll dropped 100 EUR and there is no trace where it went. Last mark in Playcheck shows my balance is 100 eur higher than it is right now. Maybe 32Red will return the missing 100 but that is not enough since the bet actually won.

Even if the particular hand is missing from playcheck, I'm sure the server records account balance after each and every bet.
So if they look the bet/spin you did before playing baccarat, they should see your account balance, and notice that 100 euros went missing without a trace.

I'm sure they'll sort it out for you somehow.

Yes I hope so but I am worried that they just return the missing 100 without honoring the winnings.

 

[Pinababy69]

Have you PM'd Pat? If need be, I'm sure he can contact Microgaming directly and get it sorted for you. He was on the forum early this morning, not sure if you caught him in time.

That's the beauty of 32Red, you have no worries. This WILL be sorted, and you will be compensated I'm sure.

 

[Jufo]

Have you PM'd Pat? If need be, I'm sure he can contact Microgaming directly and get it sorted for you. He was on the forum early this morning, not sure if you caught him in time.

That's the beauty of 32Red, you have no worries. This WILL be sorted, and you will be compensated I'm sure.

Thanks for the suggestion. I will PM Pat now. Yes I hope this will be sorted, however this shouldn't be able to happen in the first place.

 

[chuchu59]

Pat will sort this one out alright. With live dealers, these issues do occur. Just yesterday, I couldnt place any bet on live dealer games at my sportsbook. Sometimes, after winning a bet the funds are unavailable until after yet another hand. This sucks when I want to double-up.

I wouldnt worry about this one because if the $100 is missing then the bet must have been placed and this must result in either a win, loss or push. So they must find out exactly which hand the bet was placed on and act according to the results of that hand.

 

[Jufo]

32Red Response

I predicted this would happen and it happened. This is the response I received today:

Good Morning Juho Thank you for your patience. We have had a reply from our software providers regarding the game number either 23458 or 23459, the game failed to complete and therefore had to be void. This happened due to a technical fault on the studio side. I can confirm I have added the 100 to your account and wish you the best of luck at the tables.
Kind regards

Kerry
Player Support Representative
32Red
5 times winner of Casinomeister Best Casino

So they only returned the stake of the winning bet. If there was a technical fault, why didn't they return the stake immediately, but after two days? What if the bet had lost? I wouldn't have any idea that there was a technical fault and I wouldn't know to request my stake back. So what has happened here is that losing bet loses and winning bet gets stake back. So the customer suffers if they have technical problem. I will have to continue pursue this matter as they have the hand ID they can easily verify that the bet won.

 

[vinylweatherman]

I predicted this would happen and it happened. This is the response I received today:



So they only returned the stake of the winning bet. If there was a technical fault, why didn't they return the stake immediately, but after two days? What if the bet had lost? I wouldn't have any idea that there was a technical fault and I wouldn't know to request my stake back. So what has happened here is that losing bet loses and winning bet gets stake back. So the customer suffers if they have technical problem. I will have to continue pursue this matter as they have the hand ID they can easily verify that the bet won.

Well, this is interesting. Since this was a live feed, there may be other players who bet on the hand, after all - would they give you a personal dealer and studio to yourself?

IF you saw the bet completed, and you won, then they are wrong to say the game didn't complete, it did, but the crediting of the win is what failed.

These live dealer games look to be as unreliable as the MGS tournaments, but can be more damaging to the player given that when you complain about a failed WIN, you get your stake back, but if you lose, you don't complain because you never know there was a "technical fault" and could claim your bet back.

 

[refre]

I'm sure there was some technical glitch on their part.
But IMHO this is one of those cases where the casino have to ask themselves if its worth losing a customer over 100 euros. And getting bad publicity here at CM.

I would go so far as saying even if they lost all the playcheck data (outcome/video) on this hand, they should take your word for it that you won and credit you the 100 euros, IF you're a long time appreciated customer.

Freddy

 

[Pinababy69]

I'm sure there was some technical glitch on their part.
But IMHO this is one of those cases where the casino have to ask themselves if its worth losing a customer over 100 euros. And getting bad publicity here at CM.

I would go so far as saying even if they lost all the playcheck data (outcome/video) on this hand, they should take your word for it that you won and credit you the 100 euros, IF you're a long time appreciated customer.

Freddy

IF Jufo is a long time valued customer, or a relatively new customer, I'd lay money that Pat will take his word for it, and credit his "win". Give the man a chance to respond. Everyone was in London last week, and just got back home yesterday. I'm sure he'll be in the office (and here) tomorrow. This isn't something that support can do for you themselves. Not IMO anyway.

 

[Jufo]

IF you saw the bet completed, and you won, then they are wrong to say the game didn't complete, it did, but the crediting of the win is what failed.

Yes the hand was completed properly, there were no misdealt cards or any problems except that I was not paid. I also took a screenshot of the Live Baccarat outcome history which shows that the result was declared as "Banker wins 8 points" (blue ball with number 8 in it) and not "Void" (red ball with V in it).

Actually this is not the first but second time this has happened to me at 32Red. Back in March 2008 I had the same situation with winning 25 EUR bet on Baccarat and I only got my stake back. I complained to support but eventually accepted their response since I didn't think 25 EUR was worth fighting over. However I am not going to accept this second time.

These live dealer games look to be as unreliable as the MGS tournaments, but can be more damaging to the player given that when you complain about a failed WIN, you get your stake back, but if you lose, you don't complain because you never know there was a "technical fault" and could claim your bet back.

That was my point exactly. Perhaps you could try to request your bet back if you lost it and the hand doesn't appear in Playcheck. Would they return the lost stake in that case

 

[Jufo]

I just found out that 32Red compensated me extra 100 EUR for this technical issue. This covers what the winning bet would have paid, so the matter is settled now. I thank 32Red for acting fast on this issue and they live up to their reputation

 

[Jasminebed]

Jufo, I want to thank you for taking the time to post on this issue, tell us what steps and resolution occurred.

And kudos to 32Red and their CM rep here for resolving a player's issue in an appropriate and timely manner. They not only paid the player's bet, but failed to deduct the commission. Five Euros is not a lot to compensate a player for the aggravation factor when a problem occurs, and the time you spend pursuing it.

 

[Jufo]

Jufo, I want to thank you for taking the time to post on this issue, tell us what steps and resolution occurred.

And kudos to 32Red and their CM rep here for resolving a player's issue in an appropriate and timely manner. They not only paid the player's bet, but failed to deduct the commission. Five Euros is not a lot to compensate a player for the aggravation factor when a problem occurs, and the time you spend pursuing it.

Yeah 5 euros is not much but for me the most important thing was to get paid for my winning bet. However I am afraid to think what could have happened if I had bet 5000 (table maximum) on that table when the "technical glitch" occured.