ralphcifaretto
- Joined
- Nov 25, 2023
- Messages
- 2
This issue dates back to 12/18 and is regarding their multi-hand Blackjack game in the online casino(not live dealer.) On 12/18 into 12/19 I played a long session for a couple of hours with a total wager amount across the session over $40k, and ended up down 1k. Bet size would vary from $60-$120 in my estimation. Towards the end of the session I noticed 3 times where I was dealt blackjack and the dealer face card was an A, it did not give me the option to purchase insurance and thus get paid even money. Instead, it just flipped the cards over. I have played a lot of blackjack over the years on online casinos and it can be very streaky so I will make decisions during the session based on that. Unfortunately I didn't get the option to purchase insurance and on each occasion the dealer ended up also having blackjack. This error of not being offered insurance cost me about $350. To reiterate this issue is exclusively when I was dealt natural blackjack and the dealer face card was an A.
After the 3rd time of not being offered insurance i then contacted Betonline via chat to report this issue. Unfortunately their blackjack game only shows you the last 100 hands, so when they asked for the round ID, I was only able to provide them with the round ID of third and final time it occurred on a bet of $120. They said they would send it to the provider and get back to me within 24 hours. Within 12 hours they replied via email by saying the following: “I wanted to let you know that we have thoroughly reviewed the round ID and have not found any discrepancies. Our team has confirmed that the insurance option is offered when the dealer has a face up Ace card, and we have tested and verified that it is working correctly.”
After receiving that I was very disappointed but it was their word against mine and it seemed I had no recourse. 9 days later however on the 28th I played the game again for the first time since and it happened again within a few minutes, realizing it was still happening, I then started screen recording on my phone and captured it not offering me insurance within 5 minutes.
Feeling vindicated, I called their vip number since I’m “diamond” vip level. ( their vip program is a complete joke, and I think their VIP reps are less helpful and ruder than their normal customer service reps, but they always transfer to vip support.) I explained to the rep I spoke with what the issue was and provided the screen recording of the problem. He sent it to the game provider and said to expect a response within 24 hours. 72 hours passed and I never got an email with a response so I end up calling them and they tell me that the casino team said because I had natural blackjack insurance is not offered. I disagreed with this for a number of reasons. When I first reported the issue on 12/19, their response did not say that, instead they said everything was working as intended. It was only after I reported it a second time and provided a screen recording where they now changed their explanation. Also the rules of the game do not say anything to support their explanation. I will upload a picture of the rules but the last bullet point specifically carves out a scenario and what will happen when insurance is purchased when player has natural blackjack.
Unfortunately their customer service reps just parrot the same thing back to me : casino team has final word and they said insurance cant be purchased when you have natural blackjack. You would think being a “diamond vip” and being down on the site a large amount lifetime would earn the ability to talk to someone with logic, but unfortunately they don’t seem to care, and are happy to ignore/lie about the ambiguous rules they have posted on the hame.
Sorry for the long winded post, wanted to explain everything as thorough as possible. Thank you
After the 3rd time of not being offered insurance i then contacted Betonline via chat to report this issue. Unfortunately their blackjack game only shows you the last 100 hands, so when they asked for the round ID, I was only able to provide them with the round ID of third and final time it occurred on a bet of $120. They said they would send it to the provider and get back to me within 24 hours. Within 12 hours they replied via email by saying the following: “I wanted to let you know that we have thoroughly reviewed the round ID and have not found any discrepancies. Our team has confirmed that the insurance option is offered when the dealer has a face up Ace card, and we have tested and verified that it is working correctly.”
After receiving that I was very disappointed but it was their word against mine and it seemed I had no recourse. 9 days later however on the 28th I played the game again for the first time since and it happened again within a few minutes, realizing it was still happening, I then started screen recording on my phone and captured it not offering me insurance within 5 minutes.
Feeling vindicated, I called their vip number since I’m “diamond” vip level. ( their vip program is a complete joke, and I think their VIP reps are less helpful and ruder than their normal customer service reps, but they always transfer to vip support.) I explained to the rep I spoke with what the issue was and provided the screen recording of the problem. He sent it to the game provider and said to expect a response within 24 hours. 72 hours passed and I never got an email with a response so I end up calling them and they tell me that the casino team said because I had natural blackjack insurance is not offered. I disagreed with this for a number of reasons. When I first reported the issue on 12/19, their response did not say that, instead they said everything was working as intended. It was only after I reported it a second time and provided a screen recording where they now changed their explanation. Also the rules of the game do not say anything to support their explanation. I will upload a picture of the rules but the last bullet point specifically carves out a scenario and what will happen when insurance is purchased when player has natural blackjack.
Unfortunately their customer service reps just parrot the same thing back to me : casino team has final word and they said insurance cant be purchased when you have natural blackjack. You would think being a “diamond vip” and being down on the site a large amount lifetime would earn the ability to talk to someone with logic, but unfortunately they don’t seem to care, and are happy to ignore/lie about the ambiguous rules they have posted on the hame.
Sorry for the long winded post, wanted to explain everything as thorough as possible. Thank you
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