Bitch and Moan 32 Red Live Dealer Casino error!!!

jimbob

Dormant account
Joined
Apr 16, 2008
Location
uk
Hello i'm not a regular poster here but thought i must share this. I am a regular depositer to 32Red casino and have never had any complaints until now. I had built my balance up to £50 and thought i would try the Live Dealer Casino.

I logged into a blackjack room (the only two available were minimum £25 stake) and proceeded to place a £25 bet. The dealer dealt me 6 6 and then i diconnected. I tried to reconnect to the room several times but kept receiving an error message stating i was already logged into the blackjack room.

I tried logging out and back in and eventually managed to log back in showing a balance of £25. I contacted live chat, Scott was the operator and looked into this for me. On his return i was told the the Pitboss had reviewed the hand and i had played out, i had apparently hit and bust for 22. Now usually i can accept my losses, its the risk we all take, however i never had a chance to play the hand, it was my first hand.

I asked live chat to look at this again and he told me there was nothing i could do. Most frustrating this as i have never tried to get something for nothing and i had hoped that my status as a member (regularly depositing small amounts and losing!) might count for something, it wasen't as if i had a zero balance, i still had £25 in credit!!

Not sure what to do, or, if there anything i can do but would appreciate advice on this please. Much thanks for taking the time to read my post.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hello i'm not a regular poster here but thought i must share this. I am a regular depositer to 32Red casino and have never had any complaints until now. I had built my balance up to £50 and thought i would try the Live Dealer Casino.

I logged into a blackjack room (the only two available were minimum £25 stake) and proceeded to place a £25 bet. The dealer dealt me 6 6 and then i diconnected. I tried to reconnect to the room several times but kept receiving an error message stating i was already logged into the blackjack room.

I tried logging out and back in and eventually managed to log back in showing a balance of £25. I contacted live chat, Scott was the operator and looked into this for me. On his return i was told the the Pitboss had reviewed the hand and i had played out, i had apparently hit and bust for 22. Now usually i can accept my losses, its the risk we all take, however i never had a chance to play the hand, it was my first hand.

I asked live chat to look at this again and he told me there was nothing i could do. Most frustrating this as i have never tried to get something for nothing and i had hoped that my status as a member (regularly depositing small amounts and losing!) might count for something, it wasen't as if i had a zero balance, i still had £25 in credit!!

Not sure what to do, or, if there anything i can do but would appreciate advice on this please. Much thanks for taking the time to read my post.

Steer clear of live dealer. It seems this facility is nowhere near as secure as casinos would have us believe. This one looks like the software took over and played out your hand according to basic strategy, which would usually call for a hit on a 12 unless the dealer had something like a 5 showing.

Your problem seems to be that you cannot possibly have hit yourself as you were booted from the session, and it cannot be true when the pitboss shifts the blame from the software and network onto yourself.

There is also an issue in that you were prevented from reconnecting because the network said you were already logged in. This is down to poor programming of the protocols used during such events, where the remote server erroneously holds the connection open when the client is no longer responding. Surely it should send an "are you still there?" packet to the client, which would be programmed to respond "yes" straight away, and lack of a response should cause the server to accept an incoming reconnect.

The MPV network is also blighted by this problem, and MGS are not taking it seriously enough. Often after being booted from MPV, it is impossible to connect until the timer has run out.

Live games cannot hold a hand pending for ages like server based games, so the event handling should take this into account when determining how long a player is blocked from reconnecting after a failure.
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Not sure what to do, or, if there anything i can do but would appreciate advice on this please.

Suggest you contact one of the casino reps: Mark_32Red or path. FYI, this is clearly explained in the Posting Complaints section of the Casinomeister Forum Rules and Regulations which you would have (should have) read when you signed on.

Thread title changed to more accurately reflect the nature of the issue at hand.
 

wobble33

Experienced Member
Joined
Aug 16, 2004
Location
uk
Hello i'm not a regular poster here but thought i must share this. I am a regular depositer to 32Red casino and have never had any complaints until now. I had built my balance up to £50 and thought i would try the Live Dealer Casino.

I logged into a blackjack room (the only two available were minimum £25 stake) and proceeded to place a £25 bet. The dealer dealt me 6 6 and then i diconnected. I tried to reconnect to the room several times but kept receiving an error message stating i was already logged into the blackjack room.

I tried logging out and back in and eventually managed to log back in showing a balance of £25. I contacted live chat, Scott was the operator and looked into this for me. On his return i was told the the Pitboss had reviewed the hand and i had played out, i had apparently hit and bust for 22. Now usually i can accept my losses, its the risk we all take, however i never had a chance to play the hand, it was my first hand.

I asked live chat to look at this again and he told me there was nothing i could do. Most frustrating this as i have never tried to get something for nothing and i had hoped that my status as a member (regularly depositing small amounts and losing!) might count for something, it wasen't as if i had a zero balance, i still had £25 in credit!!

Not sure what to do, or, if there anything i can do but would appreciate advice on this please. Much thanks for taking the time to read my post.

hi.
i wont mention the casino but i once had a £500 bet on live b/j. i had 5-5 so 10 and dealer a 4. this was a 6 handed table. when it was my turn i got booted off. when i relogged in i lost the hand because i did not take a card! i was going to double down too! i went and asked the pit boss and i got told to contact customer services. i contacted them and they said connection problems were down to me, they were not of course. and they could not refund me. i never ever played the game again!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
hi.
i wont mention the casino but i once had a £500 bet on live b/j. i had 5-5 so 10 and dealer a 4. this was a 6 handed table. when it was my turn i got booted off. when i relogged in i lost the hand because i did not take a card! i was going to double down too! i went and asked the pit boss and i got told to contact customer services. i contacted them and they said connection problems were down to me, they were not of course. and they could not refund me. i never ever played the game again!

That is a load of BS. They may not be down to the casino either, but this is no excuse to pin the blame on the "small guy" when the cause could be one of any number of large communications corporations. The real blame lies with the programmers who have allowed an unsafe system to handle such large sums of money. Connection problems are part of the internet, have always been, and always will be. A system that relies on a network of peers with no real central control can never be perfect. It is how systems handle dropouts that matters. If the hand cannot be held open, then there should be a set procedure for playing it out in a fair manner. This would normally be to play it out using basic strategy rules, although not taking additional wagers on the players' behalf such as a double down. It's not perfect, but it's better than standing on a 10. I bet they would void the hand and give refunds were the DEALER to lose by default because of a communication error.

This is why I say steer clear of live dealer games, there are just too many instances like this, and it seems the outcome is always in favour of the casino, no matter where the fault lies.

Getting booted from RNG casinos is all too common, but at least most are programmed to preserve the game state until the player can reconnect. In such cases, at least things fail safe, and a £500 bet isn't lost due to a fault.

What happened to "malfunction voids play" in such circumstances. Casinos are ready to use this when they stand to lose out.
 

wobble33

Experienced Member
Joined
Aug 16, 2004
Location
uk
That is a load of BS. They may not be down to the casino either, but this is no excuse to pin the blame on the "small guy" when the cause could be one of any number of large communications corporations. The real blame lies with the programmers who have allowed an unsafe system to handle such large sums of money. Connection problems are part of the internet, have always been, and always will be. A system that relies on a network of peers with no real central control can never be perfect. It is how systems handle dropouts that matters. If the hand cannot be held open, then there should be a set procedure for playing it out in a fair manner. This would normally be to play it out using basic strategy rules, although not taking additional wagers on the players' behalf such as a double down. It's not perfect, but it's better than standing on a 10. I bet they would void the hand and give refunds were the DEALER to lose by default because of a communication error.

This is why I say steer clear of live dealer games, there are just too many instances like this, and it seems the outcome is always in favour of the casino, no matter where the fault lies.

Getting booted from RNG casinos is all too common, but at least most are programmed to preserve the game state until the player can reconnect. In such cases, at least things fail safe, and a £500 bet isn't lost due to a fault. ah i just remenbered it was chartwell live dealer,

What happened to "malfunction voids play" in such circumstances. Casinos are ready to use this when they stand to lose out.

i had a word with a few people i knew on a forum about this. i they always said just put it down to lost ev. these people had this happen to them many times as well. i just didnt ever play again and i never will. btw this was not microgaming or playtech it was one of the big uk bookmakers live b/j a few years ago. this was chartwell software a few years ago.
 
Last edited:

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
What happened to "malfunction voids play" in such circumstances. Casinos are ready to use this when they stand to lose out.
From the casino's point of view, there was no malfunction. Voiding play when a player gets disconnected would mean that people would deliberately disconnect themselves when they have a negative expectation hand. The fair way to deal with this problem would be to replay the hand from the point when the problem occurred.
 

secret2

irishbrit62
Joined
Nov 30, 2008
Location
New York, United States
I remember when I used to play BJ online, my computer always used to crap out. Not just for Bj but all the time, as it was a piece of junk.

This was from the old days of Absolute Poker, etc.. I used to be yelled at by other players because of my bad connection..:O

One had better have a good connection if you play BJ online, until the fairer way, as GrandMaster stated, to replay the hand from the point of diconnection.

If slots can do it, why not table games?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
From the casino's point of view, there was no malfunction. Voiding play when a player gets disconnected would mean that people would deliberately disconnect themselves when they have a negative expectation hand. The fair way to deal with this problem would be to replay the hand from the point when the problem occurred.

This is probably not what they can do for a live table, but here they also prevented the player from reconnecting, so clearly not a deliberate disconnect, but a deliberate ensuring that a minor glitch became a major problem by blocking the client from reconnecting.

If it is wrong for players to take advantage by disconnecting hands that they expect to lose, it is also wrong for the casino to automatically book a win from a hand they would expect to lose. The internet is not sufficiently reliable to make the assumption that all disconnects are a deliberate attempt to defraud the casino.

This didn't appear to be a disconnect at all, but a temporary lag over the internet. The network should be able to handle this situation for long enough to reset the connection so that the player can take their turn.

The casinos are responsible in the sense that they locate their servers in the cheapest place for operations, rather than the best place for internet stabilty between the servers and the player. Live dealer games seem to run from studios half way around the world from the players, and through servers based in tiny jurisdictions that probably have limited bandwidth to the rest of the world.
 

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
This is probably not what they can do for a live table,
Of course it could be done. The casino has a video recording. It can deal the player's and the dealer's cards as they were, remove the cards that were dealt to the other players and revealed, shuffle the rest and play the hand. It won't be the same, but it will have the same expectation.
 

jimbob

Dormant account
Joined
Apr 16, 2008
Location
uk
Thanks for all the input, looks more and more like some money for their pockets, to be brutally honest its right put me off playing there, i might have a look around for an accredited casino with a good bonus system. Thanks all its appreciated, and i will have a word with the rep nothing lost i suppose!
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
If I'm not mistaken, both Pat and Mark are away in South Africa this week. The person to contact would be Jonathan....he's listed under I Gaming Reps. He is the Customer Support Manager/Supervisor. I'm also going to give him a heads up on this thread, in case he's not already aware.

EDIT: I just emailed Jonathan for you. And here is the link to his profile:

https://www.casinomeister.com/forums/members/

For anyone who doesn't know Jonathan...he is ACES, and a good part of the reason that the CS at 32Red took the best Customer Support Award this year. If Mark and/or Pat, are not available...he's your guy!!
 

jimbob

Dormant account
Joined
Apr 16, 2008
Location
uk
Many Thanks

Would just like to thank all posters here for the advice, i'm very happy to say my issue is resolved now and i am very happy with the outcome so good luck all and thank you :)
 
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