Casino Complaint Triple Gold Casino

[feyenoord198]

Hello everybody,

I would like to ask your attention for the following

Triple Gold Casino is an online casino that offers their services to the dutch market (software is only in Dutch language). I m playing at this casino for at around three years now, and I must say that I always have been satisfied by their software, games and pay outs. No problems there.

Yesterday I was playing again at the casino blackjacktable. In a certain moment I had a 9 or 19 hand (ace and eight) against the bankers 6. I decided I want to double my bet and a 2 appeared. I was very satisfied because this 21 couldnt lose and had a big change to win this one ( 25 bet + 25 double so I was expecting that 100 euro would be returned).

The bank got a 2 and a 9 so 17 in total, I was thinking that I did win this hand indeed, but no money in my account appeared. In the box below was mentioned I did win 0,00 this hand ( as you can see in the image attatched "winst" means win, and "inzet" means bet)

I did send an email to the costumerservice, and they replied to me this morning that I did not win this bet: the agent said when 9/19 hits and get a 2, the score will be 11 , since the bank had 17, he said that I did lose this bet.

I was also suprised as angry, I play blackjack a lot and I have never heard crab like this in my opinion 19+ 2 is 21 and not 11.
I replied this in an email directy and didn't got any response yet, and I am afraid that they will not responde at all.

So what I would ask you Casinomeister (and forum members) did you ever heard about the rule mentioned above (soft 19+ 2 being 11 and not 21?) and can you ma ybe help me to get this casino to pay out this bet. I am realy disapointed in this casino because it s my opinion that this is a case of dishonest play.

Iam looking forward to your response, many thanks in advance.

 

[incrediblestuff]

Hi there fellow Dutch-man, i cant see the rules in the screen, but i know that there are a lot of BJ tables that only
let you double down on 9,10 or 11, if you get the option double down on a soft hand, that could mean that it will take the 9 as hard
value for the actual doubling.
I hope that makes sense.
If it's a BJ table where you can double down on any hand, they should of course have counted the 19+2.
Hope that helps

 

[feyenoord198]

Hi mate,

I have read your reply, thank you for it. I did also some other research on the net , and I don't think I have any chance to get my money on this. I will however never play at this casino anymore and look more careful at the rules next time I play.

 

[incrediblestuff]

Hi mate,...

... and look more careful at the rules next time I play.

This is always wise
Stick around on this site, stick to the accredited casinos here, and the check the members opinions, most of them are seasoned gamblers,
and there is a ton of usefull info here
Good luck.

 

[lnspin]

8 ace and 2 always makes 21, dont take any crap from them. You can even see on your image you have either an 11 or 21,

There is no casino in the world that does not count 8,2,a as 21

If i were you pitch a bitch

You are 100% in the right here

 

[feyenoord198]

I did pab last week but never heard anything.

 

[Deanna]

8 ace and 2 always makes 21, dont take any crap from them. You can even see on your image you have either an 11 or 21

I agree, it's showing on the cards plain as day. 11/21. How can they possibly dispute that????

 

[The Dude]

I did pab last week but never heard anything.

It was processed on the 21st. Max and I were at the Oktoberfest this week so obviously not much happened.

 

[Nifty29]

It was processed on the 21st. Max and I were at the Oktoberfest this week so obviously not much happened.

On the contrary, I'm sure quite a lot happened

 

[maxd]

@feyenoord198: As Bryan mentioned your PAB was processed on the 21st, a confirmation message was sent to the email address you provided that same day. If you haven't received that email let me know and I'll resend it.

 

[feyenoord198]

Dear Max, Bryan,

Thank you for responding: i'm sorry I suppose that your mail ended up in my unwanted email box and automaticly deleted after 14 days. Can you please send it again?

Many thanks.

 

[maxd]

Can you please send it again?

Done.

 

[The Dude]

We've been looking into this and it looks like it's a standard rule of European blackjack (which this is) that doubling is only allowed on a "hard hand" of 9, 10 or 11. So when the player doubled on his A-8, it was considered a hard 9, and remained so. The Ace does not convert back to an 11.

I've been told that there was a court case in Nevada that covered this same issue, and the court ruled in favor of the casino. If anyone could find a copy of the court records online, that would be great.

In the meantime, it looks like if the casino wants to stick to its guns, it has a precedence. But in my opinion, they ought to disallow players from doubling on a soft 19 to avoid confusion - perhaps even paying this player out of a sense of good will. They should at least mention this in the terms and conditions.

 

[Eliot Jacobson]

We've been looking into this and it looks like it's a standard rule of European blackjack (which this is) that doubling is only allowed on a "hard hand" of 9, 10 or 11. So when the player doubled on his A-8, it was considered a hard 9, and remained so. The Ace does not convert back to an 11.

I've been told that there was a court case in Nevada that covered this same issue, and the court ruled in favor of the casino. If anyone could find a copy of the court records online, that would be great.

In the meantime, it looks like if the casino wants to stick buy its guns, it has a precedence. But in my opinion, they ought to disallow players from doubling on a soft 19 to avoid confusion - perhaps even paying this player out of a sense of good will. They should at least mention this in the terms and conditions.

Here is the document on the Nevada case:

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[The Dude]

Thanks Eliot

Here is the full case - it's a really interesting read - you can check it out here:

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edited to add: is this one of Michael Shackleford's sites?