Casino-On-Net Software Problem

[aodat2]

Ok, its darn rare that I actually make bad comments about an online casino but this has to be said.

I recently installed Casino-On-Net's new software on my computer and played there. I usually play around $10-20 per hand and suddenly, I feel the urge to bet BIG (coz I was up a few), so I decided to play $60 a hand.

When the hand started, I could see the money there. But when I clicked on "Deal", everything just FROZE. Nothing moved. No cards, No Anything. The software just HUNG! So after waiting about 10 minutes, I decided to close it down and come back. When I went back, my money was GONE! I lost that hand. Thinking that the money will be reimbursed when I clicked on BJ or something (like other softwares), nothing happened and a it was a new game already. Next, I tried betting again $75 this time. Lo and Behold, the same darn thing happened. Frustrated about this (and the loss of money), I decided to contact their Live Support. I told them about it and the live support told me to write in as they have no authority to see my game history and etc. I wrote in and told them about it.

Their reply just came in to me and it says that there's nothing wrong on their side and that everything was working just fine. They later on quoted to me the rules and regulations of BlackJack. WoW, a game that I've never heard of before, that's why I played and got 4th place the other day (on their tourney).

So, I wrote back again demanding a refund or something. It wouldn't be fair if I lost it without even getting a chance to look at the cards or whatsoever. Later I found out that I lost the 1st game with me 12 & dealer 17 and the second game with me 8 & dealer 18. (Yes I stood on 8 accordingly)

They told me that everything was perfectly OK on their side and they would not refund or do anything about it. THAT'S IT!

I am so totally unhappy about this. Has anyone actually experienced this before? What should I do about this? I'm so totally NOT happy about this situation. I even told them that if nothing is done, then they could say goodbye to me already as I would NEVER again play there. It's so totally UNFAIR.

I know that if it happens on an MG casino, the game would resume the next time you play it. This casino, it just stands automatically and you hope the dealer bust. Problem is, I didn't even get to see my cards. Also WHY in the name of HELL would I actually stand at 8? Illogical!!!

The other day it was my COMP points suddenly disappearing (even 0.57 which is uncashable). Now this? Really makes me think of doing the "forbidden" thingy on them.

 

[chuchu59]

With the more reputable software, ie MG,RTG and Playtech,if anything happens to your hand,the game is restored and you can draw,stand or double. As long as you dont press any button,the game is not finished. I will continue with the complaint and not just let it go. The customer service also leaves a lot to be desired. I would say this is a downgrading of their already lousy software. LOL.

 

[Simmo!]

I had a problem with a similarish tone at Littlewoods ages ago. Double Bonus VP and i was dealt 3 2's...i mis-held and only held 2 and the 4th popped up. I contacted support and they agreed that i wouldn't have held 2 2's and not the 3rd and they credited me the win. Great PR as they needn't have done that and they kept me loyal.

I'm surpised that 888 don't look at your standing on "12" and "8" and agree that no-one would do that and at least re-credit your wagers. If only out of good faith.

 

[aodat2]

So, what would you suggest my next course of action be? I know I've deposited much with them but they don't even care. Kinda unfair!!!

 

[GrandMaster]

I'm surpised that 888 don't look at your standing on "12" and "8" and agree that no-one would do that and at least re-credit your wagers. If only out of good faith.

Well, I saw someone stand on hard 11 vs 10 than hit hard 13 vs 5 a few minutes later on my recent visit to a land based casino.

If CON does not do the right thing, you should complain to ecogra.

 

[vinylweatherman]

Invalid?

Does not a malfunction VOID the wager? This is certainly the case in many places. I am sure they would void the wager had the fault caused the dealer to stand on an 8 against a 17 at your end!
I have had many problems with this software and have received no resolution in well over a year, in my case the software was generating error messages, but they were so technical that it needed the software provider to look into it. When they did they could find no fault, but I still got the errors, and could ONLY ever play Blackjack. I only ever made the one deposit, and gave up. Strangely, Reef Club worked fine, despite being the same software, so clearly the problem was not at my end but at their server. If it freezes only on big bets but works fine at smaller bets this is distinctly dodgy, and is worth investigation as it shows the software to be differentiating on wager size, which is not allowed!! (Random).
Intercasino have recently been rumbled on just this issue where a player kept getting errors on their Blackjack. After blaming the player's PC, bad internet connections etc, they admitted that the software is set to "fail" if 4 consecutive hands at maximum table limit are won. The freeze lasts 2 days and is cited as preventing irresponsible gambling, but strangely will not freeze on 4 consecutive losses at table limit.
I bet this CON thing will be the same sort of issue, and will not look too good given the bad press this lot have been getting of late.

 

[Slotmachine]

Intercasino have recently been rumbled on just this issue where a player kept getting errors on their Blackjack. After blaming the player's PC, bad internet connections etc, they admitted that the software is set to "fail" if 4 consecutive hands at maximum table limit are won. The freeze lasts 2 days and is cited as preventing irresponsible gambling, but strangely will not freeze on 4 consecutive losses at table limit.

Can you give some reference to them admitting this?

If this is indeed the case, I believe their explanation, because why else would a casino freeze someone's game and not give them a chance to lose it back, it's a negative expectation game for the player. It would make no sense for the casino profit-wise to freeze players while they're winning.

Usually it's the other way around: For instance, I've been lucky at Belle Rock a couple of times, winning several thousand eur. First, they have their 24-h reverse withdrawal time to maximize the possibility that I'll just reverse the hell out of it and lose it all back. Next thing they do, they send me an e-mail BEGGING me to reverse my withdrawal and offering all kinds of comps and sweepstakes and whatnot if I reverse it. Now that's what casinos are about - they want you to deposit, but not to withdraw. So really makes no sense for Intercasino to freeze someones game while the player is winning big, and have them withdraw it.

In a way it would a nice gesture though...if I win big, the casino freezes my game to make sure I withdraw the winnings, instead of letting me continue and lose it all back! I like it! I wish they'd freeze my Thunderstruck for a couple of days every time I get a big win

Cheers,
SM

 

[mitch]

Intercasino have recently been rumbled on just this issue where a player kept getting errors on their Blackjack. After blaming the player's PC, bad internet connections etc, they admitted that the software is set to "fail" if 4 consecutive hands at maximum table limit are won. The freeze lasts 2 days and is cited as preventing irresponsible gambling, but strangely will not freeze on 4 consecutive losses at table limit.
.

I can confirm that their software does throw you out of certain games during large winning sessions and then refuses access for at least 24 hours.

This has happened to me a number of times whilst playing there, twice in one night on one occasion on Blackjack and Pontoon.

However, I remember the Blackjack game allowing a win of 12,500 ie 5 table maximums before freezing. I think the pontoon game froze on 11,000 if memory serves me right.

Hard to believe that this feature has been set for the players best interest. More likely to be a protection against a large scale fraud against the casino.

Mitch