[krs]

First I'll say that I like Heritage. I'm a Bet Jamaica refugee and play frequently. Mostly sportsbook but sometimes blackjack. I have tried to resolve the problem outlined below for a week but the supervisor who originally handled the matter does not seem to take my calls. Whenever I call, which is almost every day, I am told he is not there. Maybe it's true but I'm getting tired of missing him (or being avoided?). Here is the issue:

Live dealer blackjack.
Dealt two 3's. (Dealer had a 2, as I recall).
I split the 3's.
First 3 gets a 9.
I click the Stand button.

Next card dealt is a 3 but the dealer puts it on the first hand. It should have been placed on the second hand of the split.

So here is the issue: she put the 3 on the first hand and points to that hand as if to indicate "what is your play?". The first hand is showing cards totaling 15. She should have put the 3 on the second hand (also a 3 which would make a six: two 3's). The timer is counting down for my play and I don't know what to do so I click Stand with the intention of standing on the 15 because that is where she is pointing. I did type "wrong hand" into the chat box but she did not acknowledge that.

Then she moves the last card to where it should have been, to the second hand, and counts my Stand as a play on the second hand. So I've essentially stood with a six on the second hand. I would never have done that. (Might even have split again but that's a side issue.)

I call for the pit boss. She says that I stood on a six on the second hand and nothing is wrong. I try to explain what happened but the pit boss walked away without waiting for me to explain my issue and the dealer moved on to the next player. I lost both hands of my split.

I believe that I should have my loss refunded on both hands of the split.

When I had a chance to speak with a supervisor, we did find the bet number of that hand and I urged him to review the video which would confirm my story. I was told that he would reply to me within 24 hours. That was 10 days ago. Since then, I have been unable to follow up this matter. As I said earlier, I do like Heritage and maybe I've been calling at the wrong time. But it's been a week and I'm frustarated.

Thanks
Ken

[marcojuiceman]

First I'll say that I like Heritage. I'm a Bet Jamaica refugee and play frequently. Mostly sportsbook but sometimes blackjack. I have tried to resolve the problem outlined below for a week but the supervisor who originally handled the matter does not seem to take my calls. Whenever I call, which is almost every day, I am told he is not there. Maybe it's true but I'm getting tired of missing him (or being avoided?). Here is the issue:

Live dealer blackjack.
Dealt two 3's. (Dealer had a 2, as I recall).
I split the 3's.
First 3 gets a 9.
I click the Stand button.

Next card dealt is a 3 but the dealer puts it on the first hand. It should have been placed on the second hand of the split.

So here is the issue: she put the 3 on the first hand and points to that hand as if to indicate "what is your play?". The first hand is showing cards totaling 15. She should have put the 3 on the second hand (also a 3 which would make a six: two 3's). The timer is counting down for my play and I don't know what to do so I click Stand with the intention of standing on the 15 because that is where she is pointing. I did type "wrong hand" into the chat box but she did not acknowledge that.

Then she moves the last card to where it should have been, to the second hand, and counts my Stand as a play on the second hand. So I've essentially stood with a six on the second hand. I would never have done that. (Might even have split again but that's a side issue.)

I call for the pit boss. She says that I stood on a six on the second hand and nothing is wrong. I try to explain what happened but the pit boss walked away without waiting for me to explain my issue and the dealer moved on to the next player. I lost both hands of my split.

I believe that I should have my loss refunded on both hands of the split.

When I had a chance to speak with a supervisor, we did find the bet number of that hand and I urged him to review the video which would confirm my story. I was told that he would reply to me within 24 hours. That was 10 days ago. Since then, I have been unable to follow up this matter. As I said earlier, I do like Heritage and maybe I've been calling at the wrong time. But it's been a week and I'm frustarated.

Thanks
Ken

File a Complaint on here

[BrianLaverty]

Call and ask for Murphy....he's a good guy and will help you out.... if not, then email mike.. he's the gm.

[Fire in da hole]

No worries..... Heritage was just "upgraded" to an A sportsbook..

There has to be some misunderstanding, right? Surely, he's been out of the office, bathroom coffee, flu, has the shits... No way would an A book with "superior" customer service do this.

[Microphone]

This is not a heritage issue per se...the live dealer "network" they use is the same as Legends, for one.

[krs]

I am pleased to report that Heritage has resolved this matter to my satisfaction. Thank you to SBR and Heritage Insider for your efforts. I remain a loyal customer.

[PharaohUB]

A few months back had a similar issue with 5 dimes. Totally the dealer error. Can't remember exact situation but it was retarted and took me forever to get a resolution. These books should lean on the side of trusting the player especially over a few bucks.