Back in October I played some rounds of Live Blackjack at a casino running evolution gaming software. On 3 October one round I was playing 3 seats, $100/seat. The option to hit didn't come up on my 11 on my first seat, the timer counted down and I was auto stood. The next card out was a 10, and the dealer turned his hard 13, (10 showing) into 21, winning all 3 hands.
I complained about this to the casino but evolution stated outright I was lying and that there was an option to hit, there were absolutely no problems on their end, end of story. I went back and forth with my casino a few times but against the word of evolution I unsurprisingly didn't get anywhere.
On 6 October, 3 days later the same thing happened, 3 seats $50/seat I was not given an option to hit on my first seat, my 10 stood, next card out was a 9, dealer had 17, (10 showing), I again lost all 3 seats. This time I took a screenshot, showing there was no choice.
At this point any reasonable company would say "OK our bad , there's clearly a glitch, we'll ask the casino to refund all money paid ($450) or we'll calculate the outcome of both game rounds based on the cards that would have come up. (probably $500-700)
Evolution completely ignored, or gave non-reponse responses any messages from the casino. Eventually, nearly 2 months later they told the casino to refund $50!, (just the stake for the one seat of 6 October, which was already a guaranteed $100 if they'd let me hit, they completely ignored 3 October.) The casino gave me $100 back, but evolution had clearly instructed only $50
After another complaint they still maintained that on the 3 of October I had been given the full range of options and I had chosen not to press anything, despite the fact that it's clearly identical to the glitch that happened 3 days later, I had immediately alerted the dealer and had never changed my version of events.
They have now asked for $100 to be refunded, so I am still $250 down as I spent $450, but the cards I had been dealt were looking good, if evolution hadn't glitched I would probably have made a profit as ?I would have made 21 on my first $100, the dealer would have probably not made 21, possibly busting for $600. I would make $100 on my first $50 bet and the distribution of cards would probably mean no bust for my other $50 bets. I expect I would have made at least $500 ($50 net profit), possibly more.
TLDR: Evolution create glitches, deny them and blame the player, talking to them is like hitting your head against the wall, and eventually they suggest refunds that are far too low.
I complained about this to the casino but evolution stated outright I was lying and that there was an option to hit, there were absolutely no problems on their end, end of story. I went back and forth with my casino a few times but against the word of evolution I unsurprisingly didn't get anywhere.
On 6 October, 3 days later the same thing happened, 3 seats $50/seat I was not given an option to hit on my first seat, my 10 stood, next card out was a 9, dealer had 17, (10 showing), I again lost all 3 seats. This time I took a screenshot, showing there was no choice.
At this point any reasonable company would say "OK our bad , there's clearly a glitch, we'll ask the casino to refund all money paid ($450) or we'll calculate the outcome of both game rounds based on the cards that would have come up. (probably $500-700)
Evolution completely ignored, or gave non-reponse responses any messages from the casino. Eventually, nearly 2 months later they told the casino to refund $50!, (just the stake for the one seat of 6 October, which was already a guaranteed $100 if they'd let me hit, they completely ignored 3 October.) The casino gave me $100 back, but evolution had clearly instructed only $50
After another complaint they still maintained that on the 3 of October I had been given the full range of options and I had chosen not to press anything, despite the fact that it's clearly identical to the glitch that happened 3 days later, I had immediately alerted the dealer and had never changed my version of events.
They have now asked for $100 to be refunded, so I am still $250 down as I spent $450, but the cards I had been dealt were looking good, if evolution hadn't glitched I would probably have made a profit as ?I would have made 21 on my first $100, the dealer would have probably not made 21, possibly busting for $600. I would make $100 on my first $50 bet and the distribution of cards would probably mean no bust for my other $50 bets. I expect I would have made at least $500 ($50 net profit), possibly more.
TLDR: Evolution create glitches, deny them and blame the player, talking to them is like hitting your head against the wall, and eventually they suggest refunds that are far too low.
