RedBet blackjack bug

[yorgk]

This is probably in the wrong section.

I was playing blackjack on RedBet. My last bet I bet 50 bucks and I won then I tried to rebet it and it says thats i don't have enough funds... So I contacted live support.
So be carefull and pay close attention to your balance when winning

Camilla: [19:29] Hello! Ca you please specify your question?
morrison: [19:29] I was just playing blackjack
[19:29] i remember my last hand i won 100d
[19:30] i tried clicked rebet but suddenly my funds r gone?
Camilla: [19:30] Let me check, one moment
morrison: [19:32] 100% positive i should have 100d in my balans
[19:33] right?
Camilla: [19:34] I can see that you played Victorious Touch and BlackJack
morrison: [19:34] yes that is correct
Camilla: [19:34] You made a bet in BlackJack: 216958247 Blackjack (DJ) Pro €1-40 1/29/13 7:27 PM 54.18 EUR 50.00 EUR
[19:35] And after that you had 4.18 euro
[19:35] And you played victorious until 0 euro
morrison: [19:35] i made a bet in blackjack that i won
[19:35] then i tried to rebet it
[19:35] then my money is gone?
[19:35] i even have a screenshot of it
Camilla: [19:36] Can you please send it yo support@redbet.com right now and stay in the chat and I will check What time did you win that amount?
morrison: [19:36] 19:28
[19:37] ill send it one sec
[19:37] this is really sketchy btw
[19:37] can you see my last bet? did i win it or lose it?
[19:38] ?
[19:39] this must be an error in ur system
Camilla: [19:39] I can see it now
[19:39] you won 100...
[19:39] I will send this to the casino but still send us the printscreen
morrison: [19:39] done
[19:40] so im going to have to wait for my 100d?
Camilla: [19:40] Yes, the casino manager need to fix it, I am sorry that I can not do it for you
morrison: [19:41] thats ridiciulous tbh
Camilla: [19:41] Will you send the printscreen so I can forward it? You are correct, there is 100e missing and they will be able to fix it for you by tomorrow
[19:41] Things like this can happend with technic stuff. I am really sorry, I have never seen it before but ofcourse we will fix this!
[19:42] The casino is delivered to us by Netent which is a wellknown product by casinio players
[19:43] Thank you for the printscreen!
[19:43] I will contact you as soon as the casino department have given us an answer about this

 

[Nifty29]

1. Expecting the live chat rep to just give you $100 without investigating is unreasonable. Telling them it is ridiculous is ridiculous.

2. Why did you keep on playing on a different game before notifying the casino about your unpaid bet? I would have stopped right away and waited for my money.

3. If your win is legitimate, then I hope you are paid quickly...and I'm sure Andy will make that happen.

I'll notify Redbet_Andy of your post.

 

[CasinoBen]

1. Expecting the live chat rep to just give you $100 without investigating is unreasonable. Telling them it is ridiculous is ridiculous.

2. Why did you keep on playing on a different game before notifying the casino about your unpaid bet? I would have stopped right away and waited for my money.

3. If your win is legitimate, then I hope you are paid quickly...and I'm sure Andy will make that happen.

I'll notify Redbet_Andy of your post.

Nifty29, as always, covered everything. If you're missing funds, I have no doubt that you will get your money from Andy, but everything has to be verified, just the way it is. Also wondering why you kept on playing after apparently they nicked $50 from you...

 

[Redbet-Andy]

Hi

I looked into this for you.
Yes you definitely had a winning hand and for some reason it wasn't credited by the system.
We've sent that onto to NetEnt to see what happened there.
I've credited your account 125.
If you have any issues in future it's better to Private Message me here, (post a thread as well if you like of course) it's just that if you PM me I get a notification! and can get you sorted you faster.

All the best!
Andy

Just an addition. You usually wouldn't wait so long for a resolution but in the case of software glitches from 3rd party providers like this support need to contact me or a colleague. Last night was a rare occurrence when neither of us could cover. Apologies.

 

[DavidEC]

Hi

I looked into this for you.
Yes you definitely had a winning hand and for some reason it wasn't credited by the system.
We've sent that onto to NetEnt to see what happened there.
I've credited your account 125.
If you have any issues in future it's better to Private Message me here, (post a thread as well if you like of course) it's just that if you PM me I get a notification! and can get you sorted you faster.

All the best!
Andy

Just an addition. You usually wouldn't wait so long for a resolution but in the case of software glitches from 3rd party providers like this support need to contact me or a colleague. Last night was a rare occurrence when neither of us could cover. Apologies.

Nice one Andy

I read the transcript and frankly, was really impressed by the CS rep and your approach in resolving it fully. Whilst this should likely have been done through PM by the OP, at least (imo) it highlights the quality of service RedBet want to be providing and turned a negative into a positive.