Should casinos follow up on tech errors issues related to live casino games?

chuchu59

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This had happened to me several times ie playing Baccarat games at Evolution gaming. I make a bet which was accepted, won but was not paid the winnings. At one casino they followed up with Evolution and I was subsequently paid but at another casino I raised this issue more than a week ago, was told they would look into it and yesterday was told as my bet was refunded that's it. I protested but am now told they are not responsible for any tech errors on the software provider's side. I believe they should follow this up. Was the game aborted? At the very least a reason must be given and not the ridiculous excuse that the casino is not responsible. I made a bet through the casino and I reckon its their responsibility to look into the matter.
 

neilw

Moderator of Live Games forum
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I can only speak about what I know at Evolution. They are a B2B operator, so they only talk to their customers, not players. They have a customer service/support center that handles queries from all their customers and will investigate errors/ faults that are raised with them. They have service level agreements with their partners detailing the response times and fix times in most cases. Player queries go this route as, well. It's the casino where you're playing that holds the responsibility for contacting them on your behalf, and also deciding regardless of the findings whether to return funds to you. Evolution doesn't handle the money, the bet was placed through the casino, so that is where the financial transaction and risk lay.

So in answer to your question, it's the casino's responsibility to ask Evolution to look into the matter.
 

neon claws

Experienced Member
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Australia
I think that really we should all just learn to get along.. some day the casino will come to you and ask for help.. maybe you're busy or tired or sick. The casino really needed a hand moving their couch but at the end of the day we can all agree I'm sure that it's a pretty funny coincidence we all even ended up here in the first place at all I mean what are the odds.
So in answer to your question; I dunno, who cares.
 

miksaxxx

Senior Member
Joined
Nov 5, 2008
Location
Finland
In mailfunction casino needs to pay back bets. "Not possible win" .

Many times i have get bets back when 3 card poker dont let me pay against dealer.. biggest refund was 2700€ bet..

Evolution allways say : users internet connection is the reason..

If evolution would need to decide , then you would not get even refund..
 
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