I will follow up with a complaint through SBR, but just curious if anyone else has had a similar issue and had it resolved. Here's what happened:
Playing some live BlackJack for small stakes while doing some live soccer betting through Jazz Sports. I bet $46 and then the dealer says that they need to shuffle so there's a delay. During that delay I got disconnected, and then logged back in and saw that my account balance had the $46 bet still deducted from it. No problem. I go to log back into the Live Dealer and get back on the table and see that my seat I was sitting in previously has the cards on it and my $46 bet, but I am no longer able to sit in that seat. Essentially I am just sitting at the table in another seat observing what is happening. My old seat was dealt A4 (soft 15) and I told them via chat I got disconnected and couldn't do anything. The Dealer acknowledged my chat but said the manager was busy. She "hit" and gave me another card which was an A, so at this point I had A4A (soft 16). I said in chat "please hit soft 16" and she stopped for awhile but then just moved on and left it as a Soft 16. Dealer has A5 and then takes a 2 so they get 18 and my hand loses.
I ask to speak to the pitboss and after about an hour of back and forth the gist was basically:
-They tell me that they can see in their system that I said "stand" on the Soft 16. I push back and explain otherwise.
-They acknowledge that their records show that I was disconnected or left, then came back. They told me that in this case, their system reverts to basic strategy and auto-plays the hand.
-I say okay that is fine, but in no way is staying on a soft 16 in any scenario basic strategy, so either that isn't the case or there is an issue with their software.
-They ask me to wait to further investigate.
-About 30 mins later they tell em after further investigation they can see that I pressed "stand" on the soft 16.
-I explained one last time that that just wasn't the case and asked why I would have been typing my issue and instructions to hit into chat since before the cards were even fully dealt if I could make any changes.
I eventually just gave up and got frustrated and left and came here. It's silly that is for like $92 I am going through this but it's more just principle than anything. There's people I see on there betting big money on each hand so I gotta think it'd be handled the same way by these companies if it would've happened on a big bet as well.
Any relevant experience/advice?
TL;DR: Got disconnected from casino, their system auto-played the hand (terribly), based on the cards that came out - I should've won, I lost though and the casino flip-flopped on acknowledging and addressing the issue.
Thanks
-
Playing some live BlackJack for small stakes while doing some live soccer betting through Jazz Sports. I bet $46 and then the dealer says that they need to shuffle so there's a delay. During that delay I got disconnected, and then logged back in and saw that my account balance had the $46 bet still deducted from it. No problem. I go to log back into the Live Dealer and get back on the table and see that my seat I was sitting in previously has the cards on it and my $46 bet, but I am no longer able to sit in that seat. Essentially I am just sitting at the table in another seat observing what is happening. My old seat was dealt A4 (soft 15) and I told them via chat I got disconnected and couldn't do anything. The Dealer acknowledged my chat but said the manager was busy. She "hit" and gave me another card which was an A, so at this point I had A4A (soft 16). I said in chat "please hit soft 16" and she stopped for awhile but then just moved on and left it as a Soft 16. Dealer has A5 and then takes a 2 so they get 18 and my hand loses.
I ask to speak to the pitboss and after about an hour of back and forth the gist was basically:
-They tell me that they can see in their system that I said "stand" on the Soft 16. I push back and explain otherwise.
-They acknowledge that their records show that I was disconnected or left, then came back. They told me that in this case, their system reverts to basic strategy and auto-plays the hand.
-I say okay that is fine, but in no way is staying on a soft 16 in any scenario basic strategy, so either that isn't the case or there is an issue with their software.
-They ask me to wait to further investigate.
-About 30 mins later they tell em after further investigation they can see that I pressed "stand" on the soft 16.
-I explained one last time that that just wasn't the case and asked why I would have been typing my issue and instructions to hit into chat since before the cards were even fully dealt if I could make any changes.
I eventually just gave up and got frustrated and left and came here. It's silly that is for like $92 I am going through this but it's more just principle than anything. There's people I see on there betting big money on each hand so I gotta think it'd be handled the same way by these companies if it would've happened on a big bet as well.
Any relevant experience/advice?
TL;DR: Got disconnected from casino, their system auto-played the hand (terribly), based on the cards that came out - I should've won, I lost though and the casino flip-flopped on acknowledging and addressing the issue.
Thanks
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