32Red Live Dealer Baccarat winning bet not paid

**Pinababy69** · 9th November 2008, 03:16 PM

Originally Posted by 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

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** · 9th November 2008, 05:02 PM

Originally Posted by vinylweatherman

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** · 9th November 2008, 06:09 PM

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** · 17th November 2008, 11:06 PM

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** · 18th November 2008, 10:08 AM

Originally Posted by 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.

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.