BetOnline Poker Room Anomoly

[SMITTY123]

I call it an anomoly because that is what BetOnline called the So called glitch. This has happened to me 3 times now. They put my winnings in my poker account the first 2 times it happened although it took about 2 weeks for the investigation to conclude. Heres what happened.

I play mostly at the Omaha NL and PL tables. I will be the winner of the pot and at the end of the hand the pot will go to the loser of that hand. How strange is that. I continue to play there because after all they have done me right by putting my rightfull winnings in my account but I am glad the pot has not been much over 400.00.

I immediately sitout at the table. I go to my hand history folder and find the hand in question. I then call them at 1-800-977-4717 and a person answers and immediately asks for my user name and password. I always speak very clearly when I give him the info but still have to repeat it several times. I then tell him what happened and he asks for the hand number which I give to him. He then informs me that a request hyas been sent to the poker manager to review that hand.

I also send a detailed email to customer support. I call the next day about mid day to see what the findings are or the status on the complaint. I am told that after review they find no server problems or disconnects during the hand. I explain again very calmly what happened for the 3rd time. Now I am told that the software designer in Germany has to evaluate the glitch and after that he will send a report which is then turned into upper management for review before a request can be sent to the cashier for review to determine whether I should get my winnings or not.
I have attached a copy of the hand history for you to see and make your own conclusions
If anyone else has had this happen then please let me know because this type of activity has me a bit concerned.

Thanks, Smitty



Game Reports |


HAND SUMMARY 972679443

Table Saxondale (Hi)
Money Type Real
Start Time 2012-02-10 00:08:17
End Time 2012-02-10 00:09:13
Pot $218.50
Winners Legend82,igor11

HAND SUMMARIES
# UserName Bet Won
1 Flopposite $1.00 $0.00
2 sspac $0.50 $0.00
3 SMITTY $100.00 $0.00
4 Legend82 $100.00 $160.00
5 igor11 $20.00 $58.50


GAME DETAIL (#972679443)
# Transaction ID Date Transaction UserName Amount Cards
1 129398669 2012-02-10 00:09:03 LEAVE TABLE kgs $138.33
2 129456623 2012-02-10 00:15:51 TRANS_START_BALANCE kubination $0.00 $186.17
3 129456625 2012-02-10 00:15:51 TRANS_START_BALANCE kgs $0.00 $138.33
4 129456627 2012-02-10 00:15:51 TRANS_START_BALANCE Flopposite $0.00 $96.50
5 129456629 2012-02-10 00:15:51 TRANS_START_BALANCE sspac $0.00 $49.96
6 129456631 2012-02-10 00:15:51 TRANS_START_BALANCE dave31 $0.00 $1,327.33
7 129456633 2012-02-10 00:15:51 TRANS_START_BALANCE Legend82 $0.00 $200.13
8 129456635 2012-02-10 00:15:51 TRANS_START_BALANCE DSnyder766 $0.00 $111.23
9 129456636 2012-02-10 00:15:51 TRANS_START_BALANCE igor11 $0.00 $20.00
10 129456637 2012-02-10 00:15:51 TRANS_START_BALANCE capitat4 $0.00 $247.27
11 129456736 2012-02-10 00:15:51 POST SMALL BLIND sspac ($0.50)
12 129456809 2012-02-10 00:15:52 POST BIG BLIND Flopposite ($1.00)
13 129457318 2012-02-10 00:15:54 POST BIG BLIND SMITTY ($1.00)
14 129457319 2012-02-10 00:15:54 GETCARDS kubination $0.00
15 129457320 2012-02-10 00:15:54 GETCARDS kgs $0.00
16 129457321 2012-02-10 00:15:54 GETCARDS Flopposite $0.00
17 129457322 2012-02-10 00:15:54 GETCARDS sspac $0.00
18 129457324 2012-02-10 00:15:54 GETCARDS dave31 $0.00
19 129457326 2012-02-10 00:15:54 GETCARDS SMITTY $0.00 7-D 9-C 8-H 6-H
20 129457327 2012-02-10 00:15:54 GETCARDS Legend82 $0.00
21 129457329 2012-02-10 00:15:54 GETCARDS DSnyder766 $0.00
22 129457331 2012-02-10 00:15:54 GETCARDS igor11 $0.00
23 129457333 2012-02-10 00:15:54 GETCARDS capitat4 $0.00
24 129457956 2012-02-10 00:15:56 FOLD kgs $0.00
25 129458691 2012-02-10 00:16:00 FOLD kubination $0.00
26 129458728 2012-02-10 00:16:01 FOLD capitat4 $0.00
27 129460267 2012-02-10 00:16:09 RAISE igor11 ($20.00)
28 129460963 2012-02-10 00:16:11 FOLD DSnyder766 $0.00
29 129461868 2012-02-10 00:16:14 RAISE Legend82 ($39.00)
30 129463255 2012-02-10 00:16:19 RAISE SMITTY ($99.00)
31 129463323 2012-02-10 00:16:20 FOLD dave31 $0.00
32 129463354 2012-02-10 00:16:20 FOLD sspac $0.00
33 129463404 2012-02-10 00:16:20 FOLD Flopposite $0.00
34 129464153 2012-02-10 00:16:23 CALL Legend82 ($61.00)
35 129464593 2012-02-10 00:16:26 COMMUNITY_CARDS $0.00 5-D, 5-S, 7-C FLOP
36 129465080 2012-02-10 00:16:29 COMMUNITY_CARDS $0.00 5-D, 5-S, 7-C, 6-D TURN
37 129465550 2012-02-10 00:16:35 COMMUNITY_CARDS $0.00 5-D, 5-S, 7-C, 6-D, K-D RIVER
38 129466008 2012-02-10 00:16:39 COMMUNITY_CARDS $0.00 5-D, 5-S, 7-C, 6-D, K-D
39 129466014 2012-02-10 00:16:39 WIN Legend82 $160.00
40 129466020 2012-02-10 00:16:39 WIN igor11 $58.50
41 129466021 2012-02-10 00:16:39 SHOW CARDS Legend82 $0.00 T-C,|Q-C,|J-H,|9-D
42 129466022 2012-02-10 00:16:39 SHOW CARDS igor11 $0.00 4-D,|A-H,|K-C,|A-S
43 129466023 2012-02-10 00:16:39 END BALANCE Legend82 $0.00 $260.13
44 129466024 2012-02-10 00:16:39 END BALANCE igor11 $0.00 $58.50

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[prop]

Short version. In Omaha you can use two cards from hand, three cards from board.

OP holds: 6-7-8-9
Villain: 9-10-J-Q

Board: 5-5-6-7-K

OP: uses his 8-9 to make a 5-6-7-8-9 straight.
Villain: uses his Q-J to make 5-5-K-Q-J for a pair of fives.

The pot was shipped to the Villain not OP which was wrong.

If this is what the hand logs actually shows on BetOnline's side: this is a case where the only natural response is to immediately refund the player apologize and then go into panic mode getting whatever quirk exists in their software fixed as fast as humanly possible. Unfortunately for OP he's most likely talking to support reps who don't even no how to play Omaha or even understand his question. He's now getting the usual BetOnline run around.

[SMITTY123]

Yes. Thats exactly whats happening. A big run around. All I will lose is the 100.00 I put into the hand so no big loss but they will lose a player if they have not already and I will post it all over the web. I think what I will do is if and when I get my money then I am cashing out and moving on. One time is one thing but 3 times is not good at all. I play omaha quite a bit and mostly because there are alot of inexperienced players on the 1.00 to 3.00 blind tables. You can make some decent money in 2-3 hours as they come and go. Oh well, no big loss. There are other sites.

[SMITTY123]

Update on my problem at BetOnline

BetOnline reviewed my claim and found in my favor. They were supposed to credit 218.50 but only gave me 160.00. So... another claim was required but it was taken care of very quickly.

They honored things on their end, however, this being the 3rd time this has happened to me I have decided to have my account there closed and will seek poker action elsewhere. They did what was right but this type of software glitch is not good. Theres no telling what else goes on there that I do not see.

[SBR Lou]

Smitty,

Thank you for sharing with us.

[RickySteve]

This happened to me once on Bodog vs one of their sponsored players when he intentionally disconnected. It was a real pain in the ass but they finally credited me the pot. Of course they made it clear what a huge favor they were doing me.