Chance Hill - $1000 lost due to bug on blackjack, support being unhelpful

brodiefixesit

Newbie member
Joined
Dec 18, 2017
Location
Langley
Last night on Chance Hill, I was playing their Red Tiger blackjack, betting between $300-500 a hand.

At one point, the table seemingly glitched and ate two of my bets - I made my bet, clicked to deal, and it just sat for about 20-30 seconds without any cards being dealt. It then gave an error along the lines of "Server error, please try again later." I waited about 10 seconds, and attempted to rebet - same thing happened, no cards dealt.

At this point, I reloaded the page, thinking the game had glitched - my balance dropped by $1000 without me ever being dealt a hand.

I immediately emailed Chance Hill's support with details on this, and received no response. This morning I contacted their live chat - transcript below.

********* (07:45:00): Hi - last night at approximately 5:56 PM PST, when I was playing blackjack, the table "ate" two of my bets.

I bet $500, clicked to start the hand, and it just sat for about 20-30 seconds without dealing any cards. It then said there was a server error, and to try again later.

I tried betting again immediately, and again, it just sat without dealing cards. At this point, I closed the game and reloaded the site - my balance had gone down by $1000 without me playing either hand.

Can you please help with this?
Celina (07:45:28): Hi ******
Celina (07:45:31): I am checking this for you, please allow me another minute.
********* (07:45:38): Thank you
Celina (07:49:59): I can see that we've forwarded this issue to the technical department already for further investigation.
Celina (07:50:09): We'd like to thank you for your cooperation and patience.
********* (07:50:31): When can I expect a followup? I'm a bit concerned since you guys close in a few days, and I'm worried once your stuff transfers to InstaCasino that it will get lost.
Celina (07:51:38): Honestly, I cannot tell as I'm not competent in this type of issues. I'll just have to wait for their statement and reach back to you by email, Sir.
********* (07:51:59): Can you ask a supervisor or manager re: the timeframe? This is really concerning, as $1000 is no small amount.
Celina (07:52:54): I totally agree, ******. Let me invite a supervisor to the chat, give me a minute.
Neil (07:55:33): Hi ******. Apologies for this situation, but we have no specific timeframe for you with regards to this query, as it is a separate department that will be investigating this.
********* (07:55:56): That's really not acceptable. How do I know that this won't be lost when you guys transition to Instacasino?
Neil (07:56:13): Our system isn't being deleted, ******, the case will remain on the system regardless of the casino closing.
********* (07:56:30): Regardless, the fact that you guys can't provide me with any sort of timeframe regarding $1000 just disappearing due to a bug is ridiculous.
********* (07:56:49): I've been a loyal player here, I've spent lots of money with you, and now I get the runaround when your system screws up and takes $1000 from me.
Neil (07:56:51): We have no timeframe as the investigation is being done by a separate department, hopefully we could get a response within 24 hours, although this is not for certain.
********* (07:57:30): Please send me a written confirmation of the case, and the action being taken, to my email.
Neil (07:58:10): That isn't something I can do myself, as like I said it is being dealt with by an entirely separate department. You will be provided with all the updates as we receive them from the relevant team.
********* (07:58:30): You can't provide me with a case number or a written confirmation in email regarding this case and that it is being looked into?
********* (07:58:49): I'm very skeptical that I'll be provided with an update. I emailed you guys over 14 hours ago, and no one responded to me. I had to open this chat to get a response from you.
Neil (08:00:17): I can write you an email to say that we are looking into it, but I cannot tell you the current action that has been taken, as we have not been updated yet by the relevant team. I can appreciate why you would feel concerned, given the amount of money that this is for, however I can assure you that we are looking into it, and will let you know the updates as soon as we get them.
********* (08:00:53): Please send me the email then, as I want a written record of this. The fact that your other team is apparently unable to communicate with you is pretty concerning though. Clearly you can't do anything more for me.
Neil (08:01:49): It isn't that they are unable to communicate with us, but simply that they have no updates to provide us with yet, at least nothing that moves this case forward. When we do get the updates/action taken, we will let you know. Should you wish to save the transcript of this chat, you can choose to do so once it ends.
********* (08:02:03): I certainly will save the transcript, but I want a confirmation email from you as well.
Neil (08:02:20): Sure, I will write you an email to say that we are looking into it.

For their system to take $1000 from me, and not be able to provide any sort of timeframe or update is simply unacceptable. Chance Hill and Instacasino had a good reputation, and I expected better. I appreciate that their tech team needs to investigate this, but they should be able to provide some sort of timeframe or assurance, not just a generic "Oh we'll look into it and get back to you."

Not impressed.
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
That sucks.

I would be pretty miffed if I lost $1000 and didnt even see a hand being dealt.

That being said, Instacasino and Chancehill are part of the same group.

It looks like the chat staff can't do anything or help until they get technical help.

They will resolve it but how long it will take is anyone's guess.

Good luck.

Nate
 

brodiefixesit

Newbie member
Joined
Dec 18, 2017
Location
Langley
Update on this - they verified that the money did go missing due to a glitch, and said they have credited it to my Instacasino account since Chance Hill no longer exists.

Instacasino seems to be bugging out at the moment, I can't log in to it - but I assume once I can, all will be well.
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
Update on this - they verified that the money did go missing due to a glitch, and said they have credited it to my Instacasino account since Chance Hill no longer exists.

Instacasino seems to be bugging out at the moment, I can't log in to it - but I assume once I can, all will be well.

That's good news. Thanks for the feedback

Nate
 
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