I was playing a bonus off at www.spanishluckcasino.com, playing $10 blackjack. I get a hard 20 vs dealer J. I stand, dealer flips a 5 and proceeds to bust and take my money anyway.
I do a double take, grab a screenshot, and go for another hand thinking that this would be an isolated problem. It wasn't. This time, it doesn't even make any attempt at letting me play the hand. Afterwards, I change to Caribbean Stud.
I emailed and then phoned the casino and spoke with their manager, Darcy Adams, who promised to investigate and came back with this:
Take a close look at the "real last hand history". Why would I hit hard 20? How could I possibly hit the 22 I supposedly had after that hit? The reason the last hand "took so long to play" is that I closed the window after capturing the screen shot. I wasn't allowed to act after being dealt my cards and seeing the dealer's Jh upcard... it declared my hand a bust after dealing my second card. It didn't even give itself a hole card like it would on every other hand. Would someone please explain how ANY two-card hand, let alone a 20, is a bust?
As far as I can tell, the balance listing she pasted in is accurate. I made a mistake requesting a refund on the second error hand. When I switched to Caribbean Stud, my balance was back to the $35 I had before placing the last Blackjack bet. By my count here, I am still owed $20 based on the $10 bet and $10 win I should have had on the first screwed up hand.
I will forward this email, attachments intact, to Bryan, Vortran, or any other interested party upon request.
As for Ms. Adams' accusations, the only thing done with the screenshots after capturing was cropping down to that single window and uploading to my Photobucket account so that I could link them in a message sent to support from Spanish Luck's website form. The images themselves are unaltered, and I refuse to tolerate Ms. Adams' insult to my honor and my dignity. I have worked honestly and openly with Spanish Luck and every other casino I've played at. Is it too much to ask for the casino to give me the same respect?
I could care less whether I receive a refund at this point, because I will not patronize a business whose management finds it acceptable to insult their customers' honor. I would, however, like a public apology for the false accusations and for the casino's assumption that neither they nor their software provider could possibly be to blame. No other industry finds it necessary to insult and denigrate its customers... why should these guys get away with it?
I do a double take, grab a screenshot, and go for another hand thinking that this would be an isolated problem. It wasn't. This time, it doesn't even make any attempt at letting me play the hand. Afterwards, I change to Caribbean Stud.
I emailed and then phoned the casino and spoke with their manager, Darcy Adams, who promised to investigate and came back with this:
Darcy Adams said:Dear Andrew:
As you can see, I did receive 2 of the 3 or 4 screen shots it took to simulate showing a bust with a king, queen of hearts. The missing screen shots
contains the hands where you took alternating hits on the king-queen (2 deuces) which also produced alternating hits on the dealers hand,
where the 3 of diamonds is missing.
These are your ACTUAL last two hands as registered on your account, because even when you use the ctrl-n trick to open multiple screens of the
same game to cross play and produce a screen shot of a supposed losing hand, our software is still strong enough to record all the hits you took
between the 3 or 4 open games. It's the only way you can produce a busted king-queen, the software caught it all.
LAST BLACKJACK HAND PLAYED:
REAL SECOND TO LAST BLACKJACK HAND PLAYED:
We also noted that the real 2nd to last hand took 4 seconds to play, whereas the last hand (that you supposedly busted on) took 5 minutes and
28 seconds to complete while you were capturing multiple screens shots.
In addition, one of your screen shots shows you with a $25 balance - betting $10 while the other shows you starting with a $35 balance - betting $10.
Here is a screen shot of your history during this time which shows clearly that at no time did you have a $25 and moving to Caribbean Stud confirms
leaving BlackJack with $35, betting $1 on your first hand and having a $34 balance.
While I have never found any software of any kind to be completely bug free, we are proud of ours in and that it records every move, every card dealt
and every starting and ending balance on all actions.
I do thank you for this opportunity to confirm that I have trained my staff well and they were able to catch what really happened here.
At this time we have decided not to refund your $10 and $20 bets, but I'm sure you can see why above.....
Best Regards,
Darcy Adams
General Manager
Spanish Luck Casino
1-800-608-0017
Take a close look at the "real last hand history". Why would I hit hard 20? How could I possibly hit the 22 I supposedly had after that hit? The reason the last hand "took so long to play" is that I closed the window after capturing the screen shot. I wasn't allowed to act after being dealt my cards and seeing the dealer's Jh upcard... it declared my hand a bust after dealing my second card. It didn't even give itself a hole card like it would on every other hand. Would someone please explain how ANY two-card hand, let alone a 20, is a bust?
As far as I can tell, the balance listing she pasted in is accurate. I made a mistake requesting a refund on the second error hand. When I switched to Caribbean Stud, my balance was back to the $35 I had before placing the last Blackjack bet. By my count here, I am still owed $20 based on the $10 bet and $10 win I should have had on the first screwed up hand.
I will forward this email, attachments intact, to Bryan, Vortran, or any other interested party upon request.
As for Ms. Adams' accusations, the only thing done with the screenshots after capturing was cropping down to that single window and uploading to my Photobucket account so that I could link them in a message sent to support from Spanish Luck's website form. The images themselves are unaltered, and I refuse to tolerate Ms. Adams' insult to my honor and my dignity. I have worked honestly and openly with Spanish Luck and every other casino I've played at. Is it too much to ask for the casino to give me the same respect?
I could care less whether I receive a refund at this point, because I will not patronize a business whose management finds it acceptable to insult their customers' honor. I would, however, like a public apology for the false accusations and for the casino's assumption that neither they nor their software provider could possibly be to blame. No other industry finds it necessary to insult and denigrate its customers... why should these guys get away with it?
