A few days ago I was playing pontoon at Casino Europa.
Bet 20, dealt AA, split, get a pontoon on one hand, on the other hand I double and get a 20. I stand.
Dealer doesn't move. Game frozen.
Took an hour of tech support, had to ctrl alt del to close the game and e-mail the situation. Their response:
"We've fixed your problem! Don't worry, the game was reversed and all bets were returned to you."
WTF? I was set to win the one hand at 2 to 1 (guaranteed), and the other doubled hand would win 80% of the time as well. If I had busted, they wouldn't have given me my money back!
Takes 20 minutes on the phone and pitching a bitch to low level CSR to get up to high level CSR, who says she needs to contact the manager about compensating me.
I get an e-mail a few hours later promising a 100 bonus. Nice. But what they don't tell me: It's a "play bonus," and I'm already at 400, so a 100 play bonus (with more WR) really doesn't mean much to me at this point, considering I don't intend to bet high enough to go down there. It's not worth nearly the 80 I lost on that play (or even the 40 I lost from the pontoon).
After trying to contact them again and failing, I decide I'll just play with it. It's not worth it to spend another hour on the phone over that money.
First hand of pontoon, I get a pontoon! Crap locks up again! Again an hour, and again I DON'T GET MY WINNINGS.
I send an e-mail to the upper level CSR who got me the play bonus originally. The e-mail is intercepted by general tech support, who insist "you didn't lose money, we gave you your bets back," and that "the casino's final decision is that a play bonus of 100 adequately compensates you for your trouble."
They also admitted that there was a glitch in the program that disproportionately affected good hands, like pontoon. I sent another e-mail asking that the person to whom I actually addressed the e-mail actually receive it. I also questioned how refusing to compensate players when the game has a glitch that favors the house is scrupulous gaming practice. It's been 3 days and I never received a response on that, however, so I'm assuming it was ignored.
Any other suggestions? Demand to talk to the manager? Now I've lost 120 (minus the chance dealer made 20 or 21 on that one, so we'll say 105 or so), and all I've gotten in return is a play bonus that I hopefully won't even need. Even if one argues that since my doubled 20 is not worth compensation because the hand never ended, the pontoons are guaranteed winners.
Anyone else been frozen at these casinos? Did you get your winnings if it happened like mine? Am I being treated fairly?
Thanks...
Bet 20, dealt AA, split, get a pontoon on one hand, on the other hand I double and get a 20. I stand.
Dealer doesn't move. Game frozen.
Took an hour of tech support, had to ctrl alt del to close the game and e-mail the situation. Their response:
"We've fixed your problem! Don't worry, the game was reversed and all bets were returned to you."
WTF? I was set to win the one hand at 2 to 1 (guaranteed), and the other doubled hand would win 80% of the time as well. If I had busted, they wouldn't have given me my money back!
Takes 20 minutes on the phone and pitching a bitch to low level CSR to get up to high level CSR, who says she needs to contact the manager about compensating me.
I get an e-mail a few hours later promising a 100 bonus. Nice. But what they don't tell me: It's a "play bonus," and I'm already at 400, so a 100 play bonus (with more WR) really doesn't mean much to me at this point, considering I don't intend to bet high enough to go down there. It's not worth nearly the 80 I lost on that play (or even the 40 I lost from the pontoon).
After trying to contact them again and failing, I decide I'll just play with it. It's not worth it to spend another hour on the phone over that money.
First hand of pontoon, I get a pontoon! Crap locks up again! Again an hour, and again I DON'T GET MY WINNINGS.
I send an e-mail to the upper level CSR who got me the play bonus originally. The e-mail is intercepted by general tech support, who insist "you didn't lose money, we gave you your bets back," and that "the casino's final decision is that a play bonus of 100 adequately compensates you for your trouble."
They also admitted that there was a glitch in the program that disproportionately affected good hands, like pontoon. I sent another e-mail asking that the person to whom I actually addressed the e-mail actually receive it. I also questioned how refusing to compensate players when the game has a glitch that favors the house is scrupulous gaming practice. It's been 3 days and I never received a response on that, however, so I'm assuming it was ignored.
Any other suggestions? Demand to talk to the manager? Now I've lost 120 (minus the chance dealer made 20 or 21 on that one, so we'll say 105 or so), and all I've gotten in return is a play bonus that I hopefully won't even need. Even if one argues that since my doubled 20 is not worth compensation because the hand never ended, the pontoons are guaranteed winners.
Anyone else been frozen at these casinos? Did you get your winnings if it happened like mine? Am I being treated fairly?
Thanks...