An example of the fine Bet365 Customer Service

[Razz]

I personally never play online casinos, and have never had any problems with Bet365, but my friend was just messing around playing online blackjack when a ridiculous house rule caused him to e-mail Bet365 customer service. Not only did their response not resolve the issue, it didn't even address it. Here are my friend's e-mail to customer service, and their inane response.

This is Bentley Roberts. I was playing blackjack in your casino the other day and had a hand come up that I believe to be unfair. I had a 6$ bet out and got 2 aces for my hand (AA) against a dealer Jack (xJ) I split my aces and recieved two face cards for 21 and 21 the dealer then revealed blackjack and took my original bet as well as my split bet. I consider this unfair because in any casino in the world the dealer always checks for blackjack before the players are allowed to act on their own hands. Had I known the dealer had blackjack I obviously would not have split, the dealer would have revealed blackjack, and thus I would have only lost 6 dollars instead of 12. I find it hard to believe that you would think this is fair as I have played many times in online as well as live casinos and have never found this to be the case. I called customer service the other day and was told that this is just the way it is, and that the dealer only checks for blackjack if they have an Ace up. That is absurd. I also can not understand why bet365 would want to lose not only me as a customer but all of whom I was going to tell about bet365 over 6 dollars and a ridiculous house rule.

Their response:

Dear Mr. Roberts,

Thank you for your e-mail.

I am sorry to hear that you are concerned as to the randomness of bet365games.

I can assure you that the Random Number Generator (RNG) that produces the results for the games on bet365games has been fully evaluated by Technical Systems Testing Inc as meeting the industry expected standards for highly regulated jurisdictions and produces a statistically acceptable source of random numbers. This is to say that the generation of numbers in any one game is random and independent of stake size and results from any previous game(s).

Technical Systems Testing Inc was founded in 1993 and is an internationally recognised Accredited Testing Facility offering a full range of testing services for land based and Internet gaming operators and performs testing services for several Gaming commissions.
www.tstglobal.com.

If you require any further assistance with regards to this or any other matter please do not hesitate to contact us here at Customer Services.
Our team are available 24 hours a day by e-mail or telephone on 08000 288 365 and will be pleased to assist you.

Kind Regards

Danielle
Customer Services

[natrass]

Did you check the rules before emailing them? If its in the rules, then your question is spurious. Also, my experience is that the dealer doesnt check for blackjack when they have a ten,

On top of all that, so you may have had to email again to CS ... is that really such a big deal that you post this twice?? A bit quick to moan Id say.

[LVHerbie]

on betonsports website

<< A Blackjack beats all other hands totaling 21 (this applies to the dealer as well). >>

[aceking]

did they changed the software ? used to be BossMedia .

[LVHerbie]

err... wrong site... but same rule at bet365.com

<<If the total of your cards is more than 21, you “bust” and lose your bet. If you and the dealer have the same card total (17 and up) neither of you win and your bet is returned to you in a “push”. Blackjack beats a score of 21.>>

<<If you receive an ace and a ten-value card in a split hand, it is counted as 21 and not Blackjack.>>

same rule though...

[jjgold]

First off be careful with online casinos

They are really a no win situation, all books have them because they know they will get all your money.

That are unbeatable

Bet365 has fine customer service

[LGBoots]

did they changed the software ? used to be BossMedia .

They changed to Playtech a few months back. I still have memories of being crapped upon on their $100 match offer

[magnavox]

This is in their T&C. They do not utilize a full-peek american rule, thus you should not be splitting aces or 8s if dealer shows a 10.

[Razz]

Well, like I said, I never play online casinos anyway. The whole story reminded me of when Chevy Chase went to the casino his cousin knew about that offered guess the number and pick a hand. I guess they figure blackjack doesn't have enough of an advantage over the player when dealt correctly.

The point of the post was the e-mail response, not the actual rule.

[tacomax]

The casino was correct and the player was unaware of the rules. It's important to note that the rules for BJ are different for different software providers and, also in the case of Playtech, their rules differ for different variants of blackjack games.

I presume that the guy was playing regular blackjack, in which case the rules are:

There is a mixture of U.S. and European rules on what happens if the dealer gets a blackjack. Here is what happens if the dealer gets a blackjack according to the situation.

* Dealer has ace up, player doubles and/or splits: entire bet lost.
* Dealer has 10 up, player splits: entire bet lost.
* Dealer has 10 up, player doubles: only original bet lost.
* Dealer has 10 up, player splits and doubles: additional bets from splitting lost but doubling returned.

The player did the right thing in splitting the aces against the 10. With Playtech regular BJ, you should split aces against every dealer card apart from a dealer ace - in which case you should take additional card(s).

A good starter for casino players to have all rules explained for the major software types is http://wizardofodds.com/ - that is unless SBR have a casino site. And if not, I think they should think about starting one.

And agreed, the CS answer was shit. Unfortunately it's probably asking too much for them to be clued up in the intricate rules of BJ. Although it would help if they could forward the query to someone who is.

[marc]

Looks like they saw you had a casino problem and right away sent you a form letter. Clearly not the best response, but does appear that the software was working correctly.