Casino Complaint Casino Malfunction (10Bet Casino)

riskybusiness

Dormant account
Joined
Aug 11, 2012
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
 

mattsgame

Meister Member
webmeister
CAG
Joined
Sep 17, 2009
Location
Out Of Town
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

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.
 

Seventh777

RIP Roy
Joined
Sep 28, 2010
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.
 

rainmaker

I'm not a penguin
webmeister
CAG
Joined
Dec 28, 2010
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.
 

mn001

Full Member
Joined
Sep 21, 2005
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.
 

Pocketdiggers77

Gamester
Joined
May 9, 2006
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.
 

riskybusiness

Dormant account
Joined
Aug 11, 2012
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.
 

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vinylweatherman

You type well loads
Joined
Oct 14, 2004
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.
 

riskybusiness

Dormant account
Joined
Aug 11, 2012
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
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
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

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?
 

Pocketdiggers77

Gamester
Joined
May 9, 2006
Location
On Top of Old Smokey
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?


I thought the same thing but then again his screen name is RiskyBusiness.
 

mattsgame

Meister Member
webmeister
CAG
Joined
Sep 17, 2009
Location
Out Of Town
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?

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.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
... 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?

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.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
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.

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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