Partythiefs
Dormant account
- Joined
- Jun 29, 2011
- Location
- Canada
Hello everyone,
I just wanted to warn you all about PartyCasino Live BlackJack. About 4 days ago I decided to give it a try and ran into problems almost right away. My actions were not registering with the dealer after pressing the appropriate button. Also there were a few occasion where they would have to stop the game for up to 5 mins cause they were having connection problems. Not just with me but the whole table/site.
After pressing the button the options would go away like the action registered but the Hit/Stand/Split/Double action never showed up on the table. I would type to the dealer what button I pressed before my time expired. Then she would ding a bell on the table and raise her hand for support.
Support would come and ask me for the hand and they would proceed to give me a reference number. They also said I would be contacted via email by support.
Days went by and still no email so I decided to write them and ask whats taking so long. This is what they say:
Thank you for contacting Customer Service.
I am sorry to see that there were a few causes for disappointment and I hope that we will be able to answer your concerns as fully as possible.
I would like to confirm that the Live Dealer games represent a special mixture of technologies which makes it a bit more difficult for us to check the game logs. This is standard procedure when it comes to any complaints or disputes with the Live dealer games. So, any check takes slightly longer to perform and come back with a result, but this also ensures a correct reply.
Now, when our special games team has checked the given reference numbers: CI-8002, CI-8003 and CI-8005 they have confirmed that you have indeed clicked on HIT/SPLIT/HIT (for the three games respectively) but the decision was not accepted, since it reached our game servers too late, when the time given for a decision was already over. This may have happened due to slow Internet connection or general Internet delays. We however can confirm that we did not experience an issue on our end on that date and time.
Internet connection is established via the help of many servers. A disconnection/slow connectivity may be caused by one of those additional servers. Internet Delays or Internet Disconnections can be caused by a number of reasons, some of which can be influenced by us or yourself. For instance, the increasing number of Internet gateways(servers) that fall between our site and your system contribute towards poor connectivity to our games.
On our web site it is stated that "If you get disconnected in the middle of a game of blackjack your hand will automatically stand." I am sorry to confirm that according to our game rules and the mechanics of our software, the stand decision which was automatically taken due to the disconnection was practical and fair in the given circumstances. We would have no reason to refund the bets placed as in the occasion that the dealer would have busted, you would have received winnings for your bets.
We are sorry once again that we cannot assist you further with your refund request, but we do hope on your understanding that in that particular situation we are only applying the standard game rules where there is a confirmed disconnection outside our servers. Disconnections can and do happen, so you may happen to encounter others complaining of the same delay issues, but I can assure you that we have not caused such from our end and we will always refund accordingly when we have caused any such inconvenience.
I would like to add in closing that there was another person at the table that was having the same problem. I would also like to point out that I have a 45Mbps hard line connection that virtually never goes down/slows.
I just wanted to warn you all about PartyCasino Live BlackJack. About 4 days ago I decided to give it a try and ran into problems almost right away. My actions were not registering with the dealer after pressing the appropriate button. Also there were a few occasion where they would have to stop the game for up to 5 mins cause they were having connection problems. Not just with me but the whole table/site.
After pressing the button the options would go away like the action registered but the Hit/Stand/Split/Double action never showed up on the table. I would type to the dealer what button I pressed before my time expired. Then she would ding a bell on the table and raise her hand for support.
Support would come and ask me for the hand and they would proceed to give me a reference number. They also said I would be contacted via email by support.
Days went by and still no email so I decided to write them and ask whats taking so long. This is what they say:
Thank you for contacting Customer Service.
I am sorry to see that there were a few causes for disappointment and I hope that we will be able to answer your concerns as fully as possible.
I would like to confirm that the Live Dealer games represent a special mixture of technologies which makes it a bit more difficult for us to check the game logs. This is standard procedure when it comes to any complaints or disputes with the Live dealer games. So, any check takes slightly longer to perform and come back with a result, but this also ensures a correct reply.
Now, when our special games team has checked the given reference numbers: CI-8002, CI-8003 and CI-8005 they have confirmed that you have indeed clicked on HIT/SPLIT/HIT (for the three games respectively) but the decision was not accepted, since it reached our game servers too late, when the time given for a decision was already over. This may have happened due to slow Internet connection or general Internet delays. We however can confirm that we did not experience an issue on our end on that date and time.
Internet connection is established via the help of many servers. A disconnection/slow connectivity may be caused by one of those additional servers. Internet Delays or Internet Disconnections can be caused by a number of reasons, some of which can be influenced by us or yourself. For instance, the increasing number of Internet gateways(servers) that fall between our site and your system contribute towards poor connectivity to our games.
On our web site it is stated that "If you get disconnected in the middle of a game of blackjack your hand will automatically stand." I am sorry to confirm that according to our game rules and the mechanics of our software, the stand decision which was automatically taken due to the disconnection was practical and fair in the given circumstances. We would have no reason to refund the bets placed as in the occasion that the dealer would have busted, you would have received winnings for your bets.
We are sorry once again that we cannot assist you further with your refund request, but we do hope on your understanding that in that particular situation we are only applying the standard game rules where there is a confirmed disconnection outside our servers. Disconnections can and do happen, so you may happen to encounter others complaining of the same delay issues, but I can assure you that we have not caused such from our end and we will always refund accordingly when we have caused any such inconvenience.
I would like to add in closing that there was another person at the table that was having the same problem. I would also like to point out that I have a 45Mbps hard line connection that virtually never goes down/slows.
