[flabrah5]

Hi Yall,

I have always been on BM. It is truly the only site I use. Always have had great service and I enjoy the limits. That being said, a year ago a lot of changes happened and a lot of familiar faces in management that I became close with left and it hasnt been the same.

Anyways, I still play here I like the tennis limits mostly and then dabble in live blackjack if im up big. Well, i did that yesterday. I played two hands - 5k each - and was dealt a double opportunity in hand 1 and A/A in hand 2 vs a dealer 6.

I went with the odds and doubled and split the A/A. Forgot exactly what I received, but the dealer busted so it was a huge win of $20k ($40k in their terms as they include what was wagered).

I immediately noticed my balance did not update and chatted to support. They had mentioned they were doing maintenance and to log back out and in. Well, that didnt work either. The system was also frozen with my balance prior to winning this 40k hand. That is, 95k. 85k was in the bottom left and 10k in the bottom right of what was wagered.

I inquired and they sent a spreadsheet that "shows" I was paid out but oddly enough it doesnt show a wager amount on the rows that say I was paid. But for every other single hand on that spreadsheet, there is a wager amount (which of course there is, thats a given).

I then sent them screenshots of when this was happening, etc and just noticed the "mini blackjack" application in the top right of the screen actually reflected my winnings, but the main application did not. It said 144,930 (their spreadsheet said 105,030, but I tipped the dealer 100 after this big win. So now Ive showed them this and asked why their spreadsheet doesnt show a wager amount for this hand compared to all the other hundred of rows of hands.

I am not getting a response. I am disappointed and never have had this happen from the old days. I feel like I am blessed to be saved by the mini blackjack updating while they claimed maintenance and everything froze (if you know from experience, when the main application shuts down, the top right has the digital mini blackjack that is on a different software server so it does not freeze and you can actually keep playing there while the main game is not operating).

What should I do? Ive never had to come forth with a complaint on here and never thought I would have to with Bookmaker.eu. But Im unfortunately not surprised as I felt this was eventually going to happen from the massive changes and staff leaving.

Thank you,
FB5

[flabrah5]

I forgot how to add photos on here to show, anyone care to help happy to show what Im referencing.

[Crusherrr]

I've had this happen plenty of times. It always gets resolved on its own. Sometimes hand payouts just get stuck for some reason.

I'd be surprised if your balance hasn't already updated.

[flabrah5]

I've had this happen plenty of times. It always gets resolved on its own. Sometimes hand payouts just get stuck for some reason.

I'd be surprised if your balance hasn't already updated.

It hasnt- - its been a whole day of communication and they are saying "case is final and closed." Until, I relooked at EVERYTHING and noticed the miniblackjack balance updated as the main application was frozen during maintenance. And that their spreadsheet doesnt show a wager amount like all other winning and losing hands. It says my amount wagered was "$0.00" while every other hand - win, lose or push - says "-$5,000" on them all because that is what i wagered - then the payout column says the overall winnings - my wager + the winnings.

I called them out on this as I just noticed it then went back to my screenshots to also see the full balance updated at the very same exact time as I was speaking to support the entire time saying it was correct but didnt notice up top it said 144k and on the bottom left it said the 85k + 10k in play.

So thankful I took larger screenshots - but they looked into it and I was floored when they said it was credited correctly and then noticed that odd column of wager amount being "$0.00" and my 4th screenshot of a total of 6 showing the miniblackjack up top right that operates on a different server showing the real balance of 144k the entire time (well 144,930 as I tipped the dealer 100). Whats more odd is their spreadsheet that shows I didnt wager anything but was paid 20k two different times has my balance at 105,030. Which shows the hand didnt register at all - i really hope this is worked out. I have all the proof of it being an error and its alot on the line. And I havent heard back at all today when normally I do very, very quickly - especially when I asked them why their spreadsheet shows me wagering nothing on just that payout in question because no matter what it will say what I wagered on the hand.

How can i upload these photos? I mean its as clear as night and day.

Thanks for your response. I have had this happen before but it never went to this level, let alone them saying no error occurred so thankfully I looked further and further into it thinking I missed something but I didnt - i found the two pieces of proof I needed. I mean it was the largest hand I played maybe ever, I wouldnt forget to see that balance jump 40k at once. I was absolutely pumped especially because I didnt have crap and the dealer had to hit a 3 when she turned over 9 (6 showing) and then a monkey. It was a big rush for sure, now it feels as if Im being robbed.

[flabrah5]

I just asked how a software report and hand logging system could calculate an outcome of +20,000 when the original input amount is 0.00. Got the answer "the team is working tireslly on it and sorry for any inconvenience."

Then was told a manager isnt around today and expect to hear from them tomorrow. That is a first after 9 years that a casino manager isnt around to discuss a 40k missing balance issue with proof.

I dont want to lead or assume or make any accusations - but i do know a computer software program knows anything multiplied by ZERO is ZERO, Not 20k. Also, just noticed I played two hands at once. Its the only two hands that dont have the exact same time stamp down to the very second.

I wish they didnt try to close this on me and say there was no error so soon - looks like there was a lot to investigate. Now after 9 years I am hearing I wont hear form anyone in over 24+ hours as a "VIP" and a missing 40 grand. Its all new stuff to me.

My question to the team here as we are here to help and protect us players from the bad things in this industry, but what do I do if I really hear tomorrow a runaround? Id love to show you these pictures as its just a simple few looks and you realize 40k wasnt credited as the software hand log system didnt identify anything being wagered at the time.

I still cant believe this so i appreciate you all being here to let me vent. Its just too much at this point being 40k and finally holding a huge hand and sneaking out the W. And now this. Just want the winnings and whats right and it might be time for a nice little break.

Good luck and thanks for all to have read and for your time.

FL5

[Chiefs83]

Interesting keep us updated

[Optional]

If they don't eventually sort this out for you let me know by PM with your account ID.

[flabrah5]

If they don't eventually sort this out for you let me know by PM with your account ID.

Thank you guys SO MUCH. Still haven't heard a word since I called out the spreadsheet error and resent the screenshot where I noticed the mini blackjack server balance being correct / lining up perfectly with my notebook.

Thanks again for all you do - will keep you updated. Julio saying a manager wasn't in at all yesterday was very, very odd. I miss my old guys, they were on top of it and got things done quickly. Now I feel like just another number on their *literal* spreadsheet.

[flabrah5]

I also forgot to mention I asked them for the hand logs all the way from 10:11pm est to 10:28pm est because the screenshot that I have with the mini blackjack balance showing correctly is time stamped at that time in the chat box since we were messaging for almost 20min. It was also down for maintenance and I can't remember but don't believe a single hand was played when this happened as I wanted to get it fixed / the site was under the maintenance schedule. That was in my request I sent almost 24 hours ago and haven't heard back because that'll show exactly the proof. Even though what has been presented is already strong enough.

I also will say I'm at fault but after the heater I waited for another shoe. They brought one in from off camera view that was pre shuffled. I inquired about it, got no response, then asked Bookmaker why they did this as I've never seen it before and they said "you chose to play, you didn't have to". He is correct, I didn't have to and I'm pissed because I was -17 hands on that shoe. Crazy it came preshuffled from off camera and my idiot ass stayed but not surprised at how badly I lost on it. Bookmakers response is what irked me more though, noone just answered my question as to why that happened when I hadn't seen it in 10+ years. Below is the exact response - this is the "new" experience I was referring to on my first post:

"In regards to the shoe, you had all the right to not play it... it was your decision to keep playing it even after something not felt right, so there is nothing we can do, why wait till you got to 15 hands.. why not stop at 1, 2 or 3? Each provider shuffles the cards differently and the process they follow are internal and will vary from provider to provider, if you do not like something you can not only complain or ask, but take action, stop playing, you have the control of the situation."

I am not sure why he mentioned different providers and internal processes when it is the only table and provider they offer at a 5k level. But I just wanted to know why that happened one time vs a million. I was at the same table for hours. But it was my choice to leave, crazy I didn't knowing exactly why they had one come preshuffled off camera. I mean I don't think that is ethical in any blackjack setting, even physically in a casino.

Rant over. Just inquired on ETA of any response.

[flabrah5]

If they don't eventually sort this out for you let me know by PM with your account ID.

Going to PM you now - got a runaround again on the chat about looking into this "tirelessly." Its been since Wed, March 13th @ 12:19pm EST since I got the screenshots and their "final resolution." They have ignored all questions and inquiries into the spreadsheet, requesting more of the hand logs, and the balance displayed on the mini blackjack server being the figure I initially was expecting it to be.

Thanks for the help - sending a message now. I didnt realize its been that long since a response about this until I went back just now.

[flabrah5]

If they don't eventually sort this out for you let me know by PM with your account ID.

Yeah, I really need your help. Now Diego in the chat is saying there is no ETA because there is more investigating to do and they cant just credit my account 40k because its such a high amount. But I just asked simply for my hand logs from that day - which i have received within minutes many times over the years - and they are refusing to send the hand logs.

I dont want to assume - I love Bookmaker - but I believe their vendor might have stretched some information and it was blatantly called out and noticed by me and now they are scrambling. I dont get how this takes over 48 hours with all the information Ive provided. There is no more information to gather and them refusing to send me the hand logs has officially gotten my "sketch" spidey sense up. There has never been a refusal to send me hand logs. In fact, I believe in the terms and conditions you have every right to request them. I have many times and received them promptly.

They cant answer why their spreadsheet they provided me has my wager amount as $0.00, when ever hand log will show a wager amount.

And I will reiterate - when the dealer busted, the platform went completely black and support came in saying the system is under maintenance. It was a split second from "you won...." to "blank screen. My screenshots show that, as well as the mini blackjack server being operational and showing the true balance of 144,930.

Im at a loss of words, being told now that when i send an email asking the ETA after their initial ETA expectation of a window passed, that the 24-48 clock resets. How does that make sense?

And as I mentioned, Ive been a Bookmaker advocate my entire life. Ive brought a lot of people to them that brough alot of money. This past year has been miserable. Time for a switch, i just need my high tennis limits.

Anyways, I PMed you. Would love to show the forum these screenshots - even what they are saying in the chat which changes by the person. Last night when "a manager isnt on shift...you will have a response first thing in the morning..." - thats when i knew this might have to be a battle. Good thing I have all the visual evidence I need. And I have taken a screenshot of their initial email with the logs saying $0.00 as the wager amount, just in case it can be recalled.

Warning to you folks - TAKE SCREENSHOTS when an error is happening. Also, take screenshots of all your tickets with the ticket # showing. IVe learnred the hard way and do this no matter what even if things are operating smoothly. It will save you one day.

[flabrah5]

If they don't eventually sort this out for you let me know by PM with your account ID.

And I now have a screenshot of them closing the support chat on me. Told me this case will no longer be talked about via chat and if inquired about, they will close the chat promptly. Said only email correspondence - yet, I get no email correspondence in over 49 hours now without even a "hey sorry we are still working on this..." - that is what I would have gotten in the past. And Im fine with that, the complete silence, ignoring / MIA, tone of voice like I am a nuisance complaining about being shorted $40k, etc is the problem. I cant even begin to tell you how much business and money I have personally brought them - they have always treated me so well - and fixed problems promptly. When Danny Castro was let go - my VIP account manager - I knew things would get bad. And they have.

I just cant believe Diego just told me they will not answer any questions and close the chat if I inquire about this Case on their only system to talk live to someone - and that system is for SUPPORT.

And then say "only email" - yeah id be fine with that if they would answer an email or at least let me know they need more time because of A/B/C - just transparency is all i ask. When you set an expectation, you meet it. If you aren't going to meet it, you at least communicate and let the person know. Theyve just jerked me around and are 0 for 5 now on promises (of course you know I have all the screenshots).

[flabrah5]

https://app.gemoo.com/share/image-an...=DGW16Z3yERK8q

[flabrah5]

Oh it worked - please click the link above for the screenshots of their hand logs that are circled, but show $0.00 wagered when they should say $10,000 and $20,000.

Also below is a link on the chat person telling me they will no longer let me ask in the chat support about this case when that is Bookmakers only live way to speak with someone. Theyve now hit 50 hours since the first reply. I asked this Diego guy since the expecatation was 24-48 hours and its been 50 -what now? He says he doesnt know and could take as long as it needs to. That scares me, dont like them having more time to "work" on this.

https://app.gemoo.com/share/image-an...84360718606336

[flabrah5]

Update - they just responded. Had a different format than the original hand logs sent on the links above. I just asked simply for the hand logs between 11am EST and 1130am EST in the format that showed the $0 wager. I didnt feel like arguing and pointing out theyve had 50 hours now to do whatever they want and not address it when all information provided was in front of them 50 hours ago.

They expanded to the balance section of the original screenshot saying my balance went from 65k-105k - now they send the same format and it shows different balances telling me I was credited. So, same spreadsheet - first time sent balance was X, second time sent the same spreadsheet and shows balance is Y.

[flabrah5]

They also sent a new game log screenshot that shows the amount wagered to be $10k now - not addressing on Wednesday that they sent one that said $0.00. 50 hours and no response, just feel like that is alot of time to coordinate and get things together.

But, I simply asked for the original document they sent that showed the $0.00 wager / 20k win two times since that is what they used for their first resolution to back up no errors occurred but then come back with an entirely different spreadsheet and dont include that or address my question as to why it showed 0.00 - and now why they didnt send the same spreadsheet and this new one that doesnt align with what they first sent.

Odd stuff, odd stuff

[flabrah5]

I know this is getting confusing - trust me - but Ive now requested the hand logs from 11am EST to 1130am EST with the running balance being shown in all 3 formats they have now sent because they cropped Format 1 in the first email and used Format 2 below it to show the balance.

Now using Format 1 with the balances to show it was correct with Format 3 balances (ignoring the Format 2 balance they initially said was correct and the one I informed them was 40k short).

So cropped off the balance section Wednesday, and provided a different log format to show the balance was correct at 105k.

Now 50 hours later show the portion they cropped off Wednesday to aligned with a a thrid format I hadnt seen until today.

3 Different Formats - cropped on Wednesday, now show completely 50 hours later with a new document of hand histroy. Format 2 where they said the balance was correct, was not sent today because it doesnt align with their numbers on the 3rd new format they sent today to say its correct.

3 log history formats, all 3 different information, all 3 showing different running balances. Good lord. This has gotten nuts. AND none of those align with the picture I presented showing the actualy balance I have hand written down that aligns with the miniblackjack account balance.

@Optional - sent you a DM with Account Number.

I just dont know what else to do, but will be back if they decide to answer and send (which theyve never had an issue doing and it said we have the right in the terms to request this). Below is my email response:

Please also help with the following questions:

1. Why were the total balance column trimmed off on the screenshot Abraham initially sent and why doesnt it align with the 2nd photo below it Abraham initially sent?
2. Why is my total balance different on these screenshots you just sent compared to the ones that you originally sent?
3. Why was the "Account Trades for Game ID" not originally sent? Can you please send over that same document that shows the hands from 11am EST to 1130am EST.


Id like to cross reference all the numbers from the 3 various data sheets as so far from the screenshots none of them align. And Im not sure why it was originally cropped out of the first email and supplemented with the second screenshot that shows the wager amount as $0.00 but the balance being 105k.


Then it is now expanded out in the second response and used to show it was correct but is not aligned with the original screenshot shot used by Abraham to claim it as a "final resolution."


So please send the live blackjack hand history logs in all three formats from the 11am EST to 1130am EST timeframe.

[flabrah5]

I was just informed by a user on this site that the URLs now no longer work above.... this happened right when I tried to upload more of the info. Odd. Ill try another site.

[Optional]

Honestly flabrah, it sounds like you are talking yourself out of any chance here.

My advice if they are asking to wait for a manager, is to sit tight and stop saying anything to them as it appears to me you are only hurting your case by arguing with lower level staff, and just wait for an actual decision.

SBR can no longer mediate for non US/CA licensed bookmakers so I cannot argue for you directly but once they have made a final decision, if you are still unsatisfied, I may be able to put you in touch with someone I know will take a fair look over it again for you.

[flabrah5]

Their response to my email requesting the 3 formats with each hand log from 11am-1130am EST? Yeah, I reiterated and requested as I received the following.....

"As you know, your business is safe with us, when you experience any issue that affects your balance, we will do whatever it takes to resolve and credit your account when necessary right away with no hesitation, but this is not the case since you got your winnings credited accordingly."

[flabrah5]

Honestly flabrah, it sounds like you are talking yourself out of any chance here.

My advice if they are asking to wait for a manager, is to sit tight and stop saying anything to them as it appears to me you are only hurting your case by arguing with lower level staff, and just wait for an actual decision.

SBR can no longer mediate for non US/CA licensed bookmakers so I cannot argue for you directly but once they have made a final decision, if you are still unsatisfied, I may be able to put you in touch with someone I know will take a fair look over it again for you.

Okay, that makes sense. And yes, its just frustration because I keep getting told Id get responses 5 different times and never got one.

Venting here as well, so I understand.

That said, I am not satisfied because now they are not using the information they originally provided me and was cropped for their first resolution that i was credited - they are using different information and reports to say i was credited. And these reports #s do not align.

Please let me know, I send you a DM. Was keeping the chat updated as a few people requested it here and privately.

Thanks.

[flabrah5]

Honestly flabrah, it sounds like you are talking yourself out of any chance here.

My advice if they are asking to wait for a manager, is to sit tight and stop saying anything to them as it appears to me you are only hurting your case by arguing with lower level staff, and just wait for an actual decision.

SBR can no longer mediate for non US/CA licensed bookmakers so I cannot argue for you directly but once they have made a final decision, if you are still unsatisfied, I may be able to put you in touch with someone I know will take a fair look over it again for you.

Also, just an FYI for folks with BMs casino - the people in the chat are not low-level. Diego in the chat earlier is the one sending me this information via email and has authority. That is the only case when it comes to the Casino. Diego is the one who is emailing me the findings of the investigation with different data than the stuff that was provided in the first email claiming no error.

Just thought Id mention that piece as the chat function on BM for the casino is the same people and managers in the emails. There are not any casino support reps, etc like there are in the sportsbook.

[Optional]

Senior managers don't man chat or respond to CS emails usually. Not the level you need anyway.

[Crusherrr]

OP- I thought you were talking about Fresh Deck Studios(VEGAS tab) on Bookmaker live dealer. I've had issues with them crediting my wins and they always resolved on their own in minutes or an hour at the latest.

If you were using the Costa Rican Live dealer one, which I'm assuming is the case, I've never had issues with wins being credited. That's the only one with the mini games on the side. Very strange it's still not been added to your balance or resolved from support though.
Hopefully you are able to get paid.

[flabrah5]

Senior managers don't man chat or respond to CS emails usually. Not the level you need anyway.

Gotcha, yea I made a special agreement with them a few years back to have that level of service. Its not been the same since I mentioned the above senior folks no longer are there. So I now have come to expect that privilege that I valued has gone away - even though two of the guys who were very senior told me to ask for them to chat any time and they've recently been busy everytime lately so I stopped asking.

Please let me know who I can get in touch with. I followed up the email with more specifics and reasons as to why Id like to cross reference all these 3 documents as a whole:

-------------------

Hello - as you can see attached - what Abraham sent Wednesday, my balance was $65,030 (1st attachment) prior to the hands in question. Then today, my balance shows it was $99,091 (2nd Attachment) prior to the hands in question.

And as Ive sent the screenshot when maintenance froze and no winnings were given, my balance was 95k total, 85k bottom left balance + 10k bottom right being wagered.(3rd attachment).


So we have one statement showing $65,030, one statement showing $99,091, and my screenshot showing $95,030. And when frozen, (4th attachment) Mini-BJ on the different server in the top right showing $144,830 (after the $100 dealer tip). The 4th attachment - mini bj available balance - is what aligns perfectly with my hand written, manual log from the entire day.


I would get a lot of comfort in cross-referencing all these different datasheets - as you can see right here - nothing adds up. I can cross-reference them towards my handwritten notebook I have hand by hand as well. Its just 4 sources with no common figure - and not just that, but 10s of thousands off.


Thanks so much for the help on this - looking forward to receiving the hand-by-hand logs in the three formats we've used during this case.. I only need to see that 30min window (March 13th, 11am EST to 1130am EST).


Thanks so much for all your time and attention on this. It means alot. I appreciate it all and look forward to receiving. Have a great day.

[flabrah5]

OP- I thought you were talking about Fresh Deck Studios(VEGAS tab) on Bookmaker live dealer. I've had issues with them crediting my wins and they always resolved on their own in minutes or an hour at the latest.

If you were using the Costa Rican Live dealer one, which I'm assuming is the case, I've never had issues with wins being credited. That's the only one with the mini games on the side. Very strange it's still not been added to your balance or resolved from support though.
Hopefully you are able to get paid.

Thanks man. Yes, its the latter you suggested. Ive been here 10 years and never had a complaint once. And this is my only one. Ive been given 3 different screenshots from 3 different formatted documents that all dont align at all. Wednesday, the balance row was cropped off and supplemented with a different screenshot showing the balance prior to the hand was 65k. Not today, they send that same screenshot and include the balance section which shows it was 99k and chance. And dont include the balance screenshot they sent on Wednesday saying it was credited correctly and my balance was exactly X. Today, they are saying the balance was delayed and it was actually Y. So its just getting confusing because so far no numbers match up and they are exactly or very close to 40k off everywhere.

Above post I copied and pasted the email I sent them. Ive requested hand logs like this for years and never had an issue so dont expect one, but ya never know. Its just weird the only numbers that match are my screenshots and my handwritten hand log / running balance. Ive been given 3 different instances of those hands being paid out and on all 3 the overall balances are 85k, 105k and 119k. And then my notebook and screenshot in mini BJ show exactly 144k. No hands were played much between the 11:05am EST mark (when maintenance went on and it froze / went black) until the :11:28am EST mark where taht 144k shows available above the chat box with the 85k/10k numbers the same since I hadnt logged back out and in again.

I honestly wish just one document matched. Then I could say okay, at least I got the answer and know its right. With every document showing different numbers and big, big difference at that - its making me go insane. Never seen 3 different data log documents from computer applications be so off and I build/sell software for a living. So it truly baffles me.

[wombat]

I’ve had this happen to me several times using the live dealer platform on BM. Most of the times it gets resolved in a few minutes but I have seen it on some instances not get resolved for weeks. The owed amount just mysteriously appears in the balance weeks later. Due to the amounts involved in your situation, I would press their management to have it resolved ASAP.

[flabrah5]

I’ve had this happen to me several times using the live dealer platform on BM. Most of the times it gets resolved in a few minutes but I have seen it on some instances not get resolved for weeks. The owed amount just mysteriously appears in the balance weeks later. Due to the amounts involved in your situation, I would press their management to have it resolved ASAP.

Thank you for the response. Yes, they responded Wednesday with screenshots that were cropped and said I had a beginning balance before the hand of 65k. And then today they send me screenshots of different spreadsheets that say I had 99k before the hand.

Nothing adds up, I believe I'm getting the help I need as they still say no error has occurred. And they will not send me the spreadsheets of every hand by hand history on Wednesday, March 13th when in their terms you are legally able to request that. I requested it from the live blackjack site and they told me that it will be emailed to me.

I just crazy, I really hope that it doesn't take weeks or longer. I did mention the urgency of 40k and how I had bet a fairly large amount on a match that I lost, and I would not have bet that if it wasn't for the fact that won that hand like it happened.

Thank you for your response, I will keep everyone updated. It's so clear if you're able to see the pictures, but apparently now it says error when a user tried to click on the links above. Randomly that happened around the same time they email me saying there was no error again but with different numbers than they did Wednesday saying there was no error.

I just can't even get a response to the question on why they cropped out the balances on Wednesday but then show the balances on the same spreadsheet today that don't align with the spreadsheet balance of 65k they said I had on Wednesday now admitting I had 99k. It's just all three different sources and two times in a row. None of their three sources line up even remotely close to what my hand by hand notebook says, plus the exact amount I had at 144930 since I ripped the dealer 100 bucks.

They like to say this is the number, there is no error. But no one seems to want to answer the question and many questions I have on why none of it adds up correctly because mathematically it is impossible and math is universal.

Appreciate all of you all support, at least it is encouraging to hear this has happened and it eventually gets fixed. But now on Wednesday and today they've sent conflicting data and numbers both times saying no Eric occurred but can't explain to me why none of the information they send me matches the information they sent me on Wednesday

[wombat]

I didn’t get a chance to read all of your posts but is there a history of the winning hand? That’s the most important part …there needs to be proof of the winning hand and amount. once you have that, you can take it back to them and show as proof. Without that, it will be tough to prove.

[flabrah5]

I didn’t get a chance to read all of your posts but is there a history of the winning hand? That’s the most important part …there needs to be proof of the winning hand and amount. once you have that, you can take it back to them and show as proof. Without that, it will be tough to prove.

Oh man, I have more than enough proof. Wednesday. They said I had a 65k balance and was credited appropriately up to 105k. Then I showed them the error in their numbers and reports, with my screenshots and logs, so they come back today with a different report saying they had me at 99k and I was credited appropriately from there.

So they changed their story twice and have vastly different figures on what my balance was before winning that 40K hand.

I have my screenshots and my computer screen recording showing that this is all not true on their claims. Right when that dealer busted, it went black and froze and in the chat box you see their support saying they are going under maintenance now. Within half a millisecond of that dealer busting on my hand that happened.

Y'all have been great, I'm getting the help I need. If you look at the screenshots, it's an easy decision to make. I don't know why they are being so difficult. The amount of money and business I've brought over 10 years and never complained about anything like this, is nuts. They are just speaking down to me with very rude tones. I knew a storm was going to brew last year when the three people I developed relationships with or let go because they really cared to make clients happy, and now it blew up.

Thank you all for the help and direction. And thank you mostly for being ears as this is tough to go through without venting as 40k is not fun to lose because it was stolen from you. You almost feel helpless

[Brooklyn Dick]

Boikmaker/Betcris has been scum for several years now. I hope you get your money, but I would NOT hold my breath if I were you.

[ki dice]

Boikmaker/Betcris has been scum for several years now. I hope you get your money, but I would NOT hold my breath if I were you.

Explain how there scum they been around 25 years, I never heard any bad stories

[flabrah5]

Explain how there scum they been around 25 years, I never heard any bad stories

I just wrote up something very lengthy as a response and now I'm too tired to rewrite it. Bookmaker has been my choice and only choice for over 10 years. They are amazing. A year ago changes happened and the people that really took care of me with a plus plus customer service or let go. I had a feeling something would eventually happen and it has. I just don't understand how they keep giving me different information on Wednesday saying this backs up how no error occurred. And then yesterday saying this information shows how no error occurred. When the information they send on Wednesday versus the information they sent yesterday are off by 40k. One shows the balance at 65k prior to the hand and the other shows the balance at 99.5 k prior to the hand. So three different documents, three different numbers, and I can't just get an answer on ETA.

I have come to down and I have just kindly ask them if they do not know the exact ETA, then to please respond and just confirm they have received my email and my requests within it. I'm 0-3 asking to confirm my email was received.

Sorry for any typos, I am voice, texting and quite tired. I'm brain dead from this scenario. And the fact that I have a fairly large amount in the six figures that I need to withdraw and I have not been able to get anything off ever since I brought up this dispute.

[Stallion]

Just wait for them to figure it out.

[flabrah5]

Yes praying - still no response - going on another 48+ hours. And I just am asking for the hand by hand spreadsheets.

Thanks so much for all your help and being here for me to vent.

Good luck to you all!