Complaint against Coral casino

Hi, hope it's ok to post.

I've had a problem with Coral casino. I played a session of multi hand blackjack just over a month ago and it just didn't feel right. I played 34 rounds. Twice, the software 'skipped' over a hand where I had a small number and wanted to hit. I have it set to give the warning when you're about to do something stupid. Then, this happened



You can clearly see the middle hand is bust but it is still given another card. This should not be possible in the software. Also, see the other image the account history does not match what happened in the hand. Clearly something wrong with the software.

In the middle of July Coral live chat twice told me that Playtech had confirmed a 'glitch' in the software and were investigating.

10 days later Coral are denying the glitch and saying all the problems are due to an issue with my mouse. I disagree - I've had no other problems with the mouse, I don't think a faulty mouse would cause these problems and if it were a mouse problem it would be happening every time, which it did not.

I think Coral should void the losses from the session as there was clearly a glitch with the software.

What do you think?

BTW I have PM'ed the rep but wanted to get views on the issue and see if anyone else has experienced anything like this before.

What is that vertical line down both the 5 of spades?
Never seen anything like that before. Is that how it always displays?

KK

I've never noticed it before. Just played some hands on the free play version on Coral's site (my account has been suspended due to how much I've complained about this) and it's on every non-face non-ace card.

Has anyone experienced anything like this before??

Coral are pretty good at suspending accounts. Remember a while back asked to take a break for a month as was going on hols. They went and close it off. And nope did not give gambling problems as the reason just that I was on hols. Came back tried to reopen and they gave me a long lecture about the evils of gambling and how they are responsible and shalt never open my account again. Mad. Did not bother really trying to explain to the CS rep as tons of other decent places to squander our coin in. But still ... they pretty good at cocking stuff up. Surprising as they such a force on the high streets here.... tons of shops everywhere to get as many FOBTs in the high street as they can.

No!

But to blame your mouse is probably the weakest excuse I've ever heard.

The fact that it dealt another card with the total already being 22 and hence a bust is worrying enough, something is definatley amiss and it is not your mouse!

The '5' should have gone to the dealer hence making their total 17.

I would make the next stage to see what the rep has to say via PM and take it from there, remember if it goes as far as a PAB to stop posting in this thread

Thanks for the responses guys.

If it wasn't the mouse they accused me of running a bot on the software. That's certainly not the case, and they could see that from my account history that I don't play basic strategy and many other reasons it's obvious I don't use a bot.

My counter-argument to the mouse is that it would happen every hand. It didn't. As well as the hand posted the system 'skipped' over a hand without giving me the option to hit/ double on two occasions during the 34 rounds.

Do you think my request that the losses from the whole session be returned is reasonable? My position is there was something clearly wrong with the code so they shouldn't have been taking bets on it.

Thanks

IF and that's a huge IF it can be proven (and then they also have to admit it!) that the software was at fault during your play, then any respected casino/bookies etc etc should refund bets made during this time.

Coral are huge and are also now I believe 'partnered' with Ladbrokes so would surprise me if they're into 'penny pinching'

Something however tells me that you're going to struggle with this one but I wish you the best of luck!

How long do I need to give the rep? I note they were online on Monday but haven't made any contact with me.

CoralCheats said:

How long do I need to give the rep? I note they were online on Monday but haven't made any contact with me.

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It's holiday season, so the rep may just be checking in sporadically - wouldnt hutrt to pm them the link to this thread.
Edit: I see the rep has viewed this thread. They may be checking things their side so a few days isn't out of the ordinary. Nothing wrong with a polite follow-up reminder. Gl!

dionysus said:

It's holiday season, so the rep may just be checking in sporadically - wouldnt hutrt to pm them the link to this thread.
Edit: I see the rep has viewed this thread. They may be checking things their side. 2 days isn't out of the ordinary.

Click to expand...

Thanks, I did that when I posted the thread on Friday

CoralCheats said:

Thanks, I did that when I posted the thread on Friday

Click to expand...

You might want to amend your username - if it were proven an error occurred it's probably not Coral 'cheating' you but the software they provide. The rep may not be enamoured by this....

As far as I'm concerned Coral has been given information from Playtech in the middle of July that there was a glitch in the software and they can see from my screenshots something wasn't right with the software. Yet they still keep the losses from that session. I stand by the name, so long as it is ok with the people who run this board. I'll happily apologise, change the name, delete the account or whatever they want once the funds are returned.

Surely this is simple, malfunction voids that particular hand? Had you been a winner or loser the only fair outcome in my opinion is that all stakes are returned, don't quite know why there needs to be any drama about it from Coral's end.

Hi mac72,

I'm not asking just for the hand to be void. I had 3 issues over 34 rounds. I'm cliaming the software was dodgy and therefore the session I played should be void.

What do you think?

CoralCheats said:

Hi mac72,

I'm not asking just for the hand to be void. I had 3 issues over 34 rounds. I'm cliaming the software was dodgy and therefore the session I played should be void.

What do you think?

Click to expand...

The issue is clear with that particular hand , it would be very hard to comment on the other issues and then to say the whole session should be declared void when you are saying that 31 other rounds were 'issue' free would be stretching it.Where would it end? Would everybody who played at that time,any other time,on that game, any other game etc etc be able to claim malfunction?
I would like to see their response to this as what happened in the particular hand in question just shouldn't be allowed to happen

I don't know the technical side...I shouldn't need to. I put my trust and my money with the bookmaker/ casino to provide a fair game. In this instance they didn't. I can only see part of the information - that which is presented on the screen. Through that, I saw 2 issues, which affected 3 hands. I don't know if there were other issues at the same time that just weren't presented on screen - but I know there were issues.

If Playtech would admit the problem then yes I think they should identify other players affected at the times they know there was a problem and refund them if they lost.

However, after admitting a glitch in the software Coral changed the story and are now saying that Playtech have advised the issue is with my mouse or that I'm running a bot. I really take issue with this.

I'm still in contact with Coral directly and they say they are getting Playtech to investigate again - I'm not hopeful of any kind of different result. I've heard generalisations of Playtech being poor at dealing with complaints and normally just denying everything - is there any evidence of this around? Any occasions where they've ended up being proved wrong?

Game Query

Hi all,

This matter is currently being investigated internally and we will be in contact with the OP as soon as possible.

Thanks

Anthony

After getting through to the very top I finally achieved the right result. Full refund of losses during the session and £450 gesture of goodwill.

great news

great news that you got a result

It might be a gesture of goodwill to change your name to Coral pays

hopefully they have sorted the software issue out now .. hopefully Coral support can confirm this to instill confidence in the players

all the best ... Dicky

PlayTech are still insisting no issue with the software. How do I change my name?!

CoralCheats said:

After getting through to the very top I finally achieved the right result. Full refund of losses during the session and £450 gesture of goodwill.

Click to expand...

Not bad for a load of 'cheats' eh?

Deeplay said:

Coral are pretty good at suspending accounts. Remember a while back asked to take a break for a month as was going on hols. They went and close it off. And nope did not give gambling problems as the reason just that I was on hols. Came back tried to reopen and they gave me a long lecture about the evils of gambling and how they are responsible and shalt never open my account again. Mad. Did not bother really trying to explain to the CS rep as tons of other decent places to squander our coin in. But still ... they pretty good at cocking stuff up. Surprising as they such a force on the high streets here.... tons of shops everywhere to get as many FOBTs in the high street as they can.

Click to expand...

seems like decent behavior on their part and really quite responsible. They obviously thought you had a problem if you have to suspend for a set time, after all why do you need to suspend an account because your on holiday? if you can't go on holiday without playing then you have a problem, if you don't play while on holiday then why bother suspending your account?

dunover said:

Not bad for a load of 'cheats' eh?

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Well it did take 7 weeks, well over 30 emails, 9 phone calls, being told I was cheating by using a bot, or that my mouse was broken, being told the final decision was no refund, having my account suspended due to complaining so much, contacting 3 websites to complain, a new twitter account with over 300 followers and the threat of regulatory and political ramifications to actually get it sorted