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Casino Complaint Casino Malfunction (10Bet Casino)

Discussion in 'Casino Complaints - Non-Bonus Issues' started by riskybusiness, Aug 11, 2012.

    Aug 11, 2012
  1. riskybusiness

    riskybusiness Dormant account

    Occupation:
    finance
    Location:
    Australia
    Hi All,

    Last night i signed up with "10bet" casino (accredited casino) and was playing the live dealer roulette game.
    I had a total of $75 in bets on the table including $12.50 on the number 0.
    The ball ended up landing on 0, but i was not paid the winnings instead $75 was deducted from my balance.
    So I contacted live support and they advised me that the casino would investigate and get back to me in a couple of hours.
    After a few hours the casino emailed me and said there was a technical issue, and they would credit the $75, but I would not get any winnings.
    I asked for more details about what the technical issue was, but they did not provide details.

    Is this standard practice?
    Do i just take the casino's word and move on?
    Has anyone had similar experiences? What was the outcome?

    Thanks
    Risky
     
  2. Aug 11, 2012
  3. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Occupation:
    Web Master
    Location:
    Clown Town
    I am sure they have a term about technical issues/malfunctions etc that void this kind of situation.

    Some casinos may have honoured the bet but would not have to, but I would be very weary of the roulette now and watching it like a hawk.
     
  4. Aug 11, 2012
  5. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    Well, for the 1st time ever I have a gripe with 10Bet, around 12 hours ago I made a deposit and did not receive the monthly 75% deposit bonus (even though I entered the code AUG100) when depositing, once again this boils down to it having to be manually done, but, something the average CS agent cannot do, piss poor service imho, why have CS at all if they cannot rectify basic problems?.

    In comparison I have had previous problems with deposit bonuses at 32Red and NordicBet, both were resolved within minutes.

    Not a happy chappy, at all.
     
  6. Aug 11, 2012
  7. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    .

    Welcome to this great casino community riskybusiness :D

    10bet is accredited here, so you may want to send a private message to their rep :http://www.casinomeister.com/forums/members/michelle-10bet.html

    She can probably take a look and give you an explanation.


    Seventh777: I agree. A simply thing like that is something that the ordinary CS should be able to fix very quickly. It has happened to me a few times that bonuses have not been credited (one time I got the Sports Bonus instead of Casino Bonus etc) at different NetEnt casinos. These issues have been fixed by CS in not time via Live Chat.
     
    2 people like this.
  8. Aug 11, 2012
  9. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    I logged in earlier at 10Bet and still no joy, I opened live chat and spoke with Mariana (what a beautiful name), and within minutes it was credited ;).
     
  10. Aug 11, 2012
  11. mn001

    mn001 Experienced Member

    Occupation:
    Troll
    Location:
    Casino
    If it's real live casino there should not be any reason to not pay on a completed spin. Even if the live casino studio explodes or a big fire or anything like that happens it is filmed and easy to verify. If the ball landed clearly on number 0 you should be paid.

    If something did happen Before the ball landed like the one spinning the wheel fell over the wheel it should be voided.

    Just my 2 cents.
     
  12. Aug 11, 2012
  13. Pocketdiggers77

    Pocketdiggers77 Gamester

    Occupation:
    Systems Analyst
    Location:
    On Top of Old Smokey
    I've only played live dealer blackjack at other US facing sportsbooks but yes there are usually lots of problems along the way. Let's see $12.50 x 35 = $437.50+12.50= $450.00 you are owed. I would contact the rep here and try to get a better explanation of what the "technical" issue was. It would seem that if the ball lands in the 0 slot it should be a good roll but there could be other factors that we aren't familiar with like they forgot to close betting or something along those lines. The technical issue better not be the magnet not kicking the ball out of the zero spot though.

    It's strange because you think since you are playing live dealer games you will get a TRUE random result unlike the RNG's. Unfortunately there are so many FU clauses with live dealers that sometime sometime things like this pop up. Keep us posted on what happens and good luck getting your $450.00 back.
     
  14. Aug 11, 2012
  15. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Were you betting very late? I.e. close to NMB?

    It is standard practice to void all pays and plays in the event of a malfunction.
     
  16. Aug 12, 2012
  17. riskybusiness

    riskybusiness Dormant account

    Occupation:
    finance
    Location:
    Australia
    I've attached a screen shot of the error which clearly shows the game result of (0) and my bets.
    I'll send this through to the rep and see what happens.

    Nifty, I was betting late.
     

    Attached Files:

  18. Aug 12, 2012
  19. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    There have been a worrying number of reports similar to this, and whilst it always results in the voiding of bets when players win, it seems pretty hard work for players to get their bet refunded when they see an OBVIOUS issue from the client side that should invalidate the bet, yet the casino claims the result stands despite the issue.

    If it is truly live, and the ball landed in zero, the spin happened, and was transmitted back to the client. The bet was accepted too, else the software would have automatically refunded the stake.

    What happened here is that the software voided the bet, yet TOOK the stake and kept it. It took a complaint and a 2 hour investigation just to get the obvious done, the stake refunded on a bet considered void by the server.

    I have seen this with the software games, the bet is placed, and stake deducted from the balance. Something then goes wrong, usually an internet related problem. Upon logging back in, the software has either refunded the stake, or credited any win due with the game outcome displayed as "last known state". What I don't see is "last known state" showing a win, but the amount not credited and stake deducted.

    It seems to be that the so called "live" casino games are much LESS reliable than the software ones, with even the fact of "true randomness" being in some doubt.

    What players need is a proper explanation of the various technical issues that has caused the voiding of an obvious "good" spin or deal when the player has won, and why an obviously "dodgy" spin or deal is NOT voided when a player loses and complains.
     
  20. Aug 12, 2012
  21. riskybusiness

    riskybusiness Dormant account

    Occupation:
    finance
    Location:
    Australia
    Casino Malfunction (10Bet Casino) - 2nd Time Around !!!

    Hi All,

    I decided to give 10bet casino another go on the live roulette.

    I had a few small wins up to $90. But when I placed a bet for $10 on the number 20 and my number came up, I again had the same issue as above and did not receive my winnings of $360. After contacting support they said they would investigate, and after 15 minutes decided to credit my winnings of $360.

    This just makes me wonder why they did not credit my previous winnings of $450....

    I don't know if it's a coincidence or if there is something more sinister.....

    Thanks
     
  22. Aug 13, 2012
  23. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    I'm not sure what concerns me more......that the error happened again, or that you went back for more when you knew there was an issue and it still wasn't resolved. If they didn't pay this time, it would have been another issue to resolve I.e. you would have compounded your problems.

    IMO it is your late betting that is causing the problem. It may be that there is a small delay between client and server that you occasionally get caught up in. Otherwise, it would happen all the time.

    I hope you're not going to tell us that you can outsmart the roulette wheel by betting late to predict where the ball will land? No system exists to beat roulette.....only cheating will give you an edge. Still, you might be the first to beat it eh?
     
    1 person likes this.
  24. Aug 13, 2012
  25. Pocketdiggers77

    Pocketdiggers77 Gamester

    Occupation:
    Systems Analyst
    Location:
    On Top of Old Smokey

    I thought the same thing but then again his screen name is RiskyBusiness.
     
    2 people like this.
  26. Aug 13, 2012
  27. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Occupation:
    Web Master
    Location:
    Clown Town
    Agree, He is in Aus and the servers are probably located in Europe somewhere, late betting is always risky as it may say 5 seconds till last bet, but in reality the server has already produced the result, there for it should be classed as a void bet and the casino would have every right to deny the winnings as the bet seems to be placed just on or after the result is already determined by the server.

    If I were you Risky, then I would stop this late betting, the casino will not pay out to many more of these and they would have every right not to.
     
    2 people like this.
  28. Aug 13, 2012
  29. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    If you get no joy from the casino rep then I would encourage you to proceed directly to our Pitch-A-Bitch (PAB) process and file a formal complaint. Please read the Pitch-A-Bitch FAQ before submitting your details: we both have responsibilities in the PAB process and the FAQ explains yours and what you can expect from us. It is required reading for all PABers.
     
  30. Aug 13, 2012
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    If this is the explanation, why all the intrigue from the casino about having to "investigate"?

    More importantly, if this is a cut and dried case of the server rejecting the bet because it was posted after the cutoff, why is the stake of the voided bet STILL permanently deducted from the player's balance, with it having to be manually returned after an "investigation" by the casino.
    This is pretty dubious, and an oversight in programming that causes money to unjustly disappear from player balances. This is pretty serious, and such ropey software has no place in an accredited casino. This being the internet, bets arriving too late to be counted should have been expected, and appropriately dealt with by the coders, and then tested before the product went live.

    A player that bets as soon as the table opens could in theory suffer the same problem during peak times of internet use. I have had MGS casinos take close to a minute to deal with a single spin transaction due to the congestion between me and the server. These were not disconnects, as play continued - it just took this long for the data packets to make the journey.
     

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