A Casino at one of the A+ Sportsbook - Issue

[statengo]

So, like a lot of you, I spend some of my time in the casinos at the major sportsbooks here at the forum. My favorite sportsbook to deal with is Bookmaker -- fast payouts, fast service, stellar track record, etc. So, Bookmaker is A+ in my opinion. The complaint below is NOT about them. It's about another sportsbook.



...Today, I decided to try out ANOTHER A+ rated sportsbook, and I decided to venture into their "casino" which is actually linked to a lot of the sports books. It has a number of baccarat games and I like bac, so i went to the live dealer on one and I bet all I had at the moment in that sportsbook (I bet on banker and I won). When the payout came, it only paid me what I had bet and NOT my winnings. I immediately summoned support, but could not get them to respond to the chat, so I went to the Sportsbook and talked to one of their reps. I explained what happened and when I went into my bet history, I noticed that the bet in question was MISSING from my bet history. However, I did bet and it confirmed my bet and I won. However, the sportsbook does not have a record of it (I did get a screen cap which I provided, however unlike another online casino, it does not state your last win at the bottom of the screen). So, all I could do was promise them that i had bet and I won fair and square.

So, my question to all of you is: What would you do going forward? Also, what would you do about the above? The sportsbook said they would research the issue with the casino and get back to me. However, 8 hours later and I still do not have any resolution. Should I start video taping all of my casino sessions? There is software you can use to capture all of the action on the screen. Do any of you use anything like this to record your sessions?

I don't trust the unnamed Sportsbook (I'll name them if they don't resolve it) because of this. It's hard enough to play these games and win let alone deal with crap like this. It makes it so much more difficult. Their software should not be so crappy. There should be a recording of the action just like in a brick and mortar casino with instant playback.

I am going to give this so called "A+" sportsbook until tomorrow to resolve it. If they don't, I'm filing a complaint cause this is completely unfair.

Anyway, thought i would share and also just alert everyone to pay attention because there are bugs in the software for the casinos. At least one of them that i played at.

[pologq]

really weird there is no history in your casino history for the hand.

[Optional]

Sounds like a client glitch and your bet was never in play if there is no record of it.

But send in a complaint form and we can probably help get a proper explanation for you https://www.sportsbookreview.com/sportsbook-complaint/

[captrobey]

There are some casinos that do not show you your previous hands. To me it is so if they ever screw you over there is nothing you can do except hope they do the right thing. GTbets is one of them. I have had some success in there but at times i wanted my hands sent to me they always told me they could not do that.

[Microphone]

Cappy, I don't see it in SBR's when I play.

Dang I had OP's posts as <10 -105. Loser for me.

[Ant23]

Statengo......do us all a favor and Name the book so we can be aware of what we need to do to protect our funds(if it's one we use)

[captrobey]

Cappy, I don't see it in SBR's when I play.

Dang I had OP's posts as <10 -105. Loser for me.

I used to post the BS hands in here all the time like you used to. For awhile now though on here i cannot because they do not show up .

[JAKEPEAVY21]

Sounds like BOL.

[statengo]

Yes, I will post the sportsbook's name. It is NOT BOL. Those guys have been good to me, too and I've never had a problem like this.

It's a A+ book that everyone says is great, but so far, I've never won with these guys and this incident has really left me wondering if I will ever play there again cause I can't deal with crappy stuff like this. It's hard enough, we don't need "glitches" like this ...none of us do.

Be careful out there. I'm sticking with my favorite and trusted sportsbook for now. I wanted to try other ones, but the other ones all have issues (either with payout, glitching software, freezes, crazy terms for rollovers, enormous wait times for payout, etc.). We need more A+ rated sportsbooks to play at ... cause if anything were to happen to the best one on here, we would all be in a world of trouble because the crappy ones will dominate and create more crap for us.

I'm actually quite surprised by this sportsbook in question though. Cause aside from a few flaws, I really thought they were decent (really good betting options and good limits (good ranges).

Anyway, please standby. I'm still waiting on a response. I just emailed them. If they don't respond by EOD, I'll file a complaint. Either way, I will share the sportsbook's name.

Thanks

[BigBlueNYG]

The only A book listed on here that doesn't belong in the A section is 5d. While your situation is completely unfortunate, mistakes do happen. I had an issue one time at Youwager where I had won a couple hundred on the mobile platform of poker and when i logged out it didn't transfer my funds back immediately. Had to contact their CS, took them all day to look into it but they finally credited the funds to my account. Things happen sometimes, if it's Heritage then give them the benefit of the doubt. I've played there for years and they have never handled an issue unfairly. By far the best book by far

[PD77]

Which casino software platform?

[statengo]

So, an update: the sportsbook checked with the "casino" and of course the casino came back and said they had no record of the hand I played. I definitely played that hand and this same "casino" has gone back in the past and corrected errors by withdrawing money from my account days later (this happened in the past) where they claim they did not tally the wins/losses for the day correctly. I am not joking. So, when an error is in their favor, they have records of it. When an error results in a win for the player, they have no record. Point noted.

The workaround for this issue is to always record your gameplay at the casinos. You can do this either by clearing the use of live stream recording software with the platform in advance (you don't want to be cited for using something the sportsbook or the casino does not approve of cause then they can play with your winnings) or record the hands you play with your cell phone. I for one, do NOT trust the casinos to be looking out for me. It's interesting that a casino that you play in person has the ability to record ALL of our table action, but not an online casino. That is what floors me.

In any case, I am torn because I am still playing at this sportsbook and if I reveal their name/casino platform, I could be targeted unfairly. There are no whistleblower protections that I am aware of. So, assume that casino platforms can/will make errors in their favor. That's all I can say at this point. If I have another problem with this Sportsbook, there will be no way that I will play there ever again.

Hope you guys can use this for your own insight.


(in the sportsbook's defense, they did try to resolve this with the casino platform -- however, we all know that they are all on the same team). Anyway, take from that what you will take and know to pay attention to everything that is going on. The software that some casinos use have glitches and you will see things like jittery feeds, sudden freeze ups and in some instances, delayed balance updates after you win a hand.

[PD77]

Okay, don’t name the sportsbook but at least name the casino software provider. Most use Digital Gaming Solutions, the same crappy but reliable software the SBR Casino uses. Others use BetSoft, real time gaming, proprietary software, etc etc. some books use all of the above so naming the software provider isn’t going to reveal the sportsbook. My guess is BetSoft, they provide zero hand history to my knowledge.

[pologq]

online casinos never have the player's best interest in hand and i 100% agree how in 2020 they have no way to see each hand as a video record is beyond me

at least to keep the recording of the hand for a year or something in case this happens