Jackpot247 Casino - game error and no reply from jackpot247

RESOLVED
posted on April 14, 2014.



I play at many on-line UK casinos and this has too be in the top 3 worst that i have ever played

Stay away at all costs

Stay away at all costs

I had an issue with their UK blackjack and as it staes in the rules on their own sites t&cs

"10.1. If there is any malfunction or other error, interruption or failure in Our equipment which affects the operation of any of the games on the Service(s), all bets and/or wagers made by You in respect of the affected game(s) shall be void and We shall return them to You, and no payouts will be made. However, if a payout has already been made to You in respect of the affected game(s) You agree to repay it to Us. We will not be held responsible for any typing, technical, or human error in the operation of the Service(s). In the event of such error, We reserve the right to either void any affected bets and/or wagers or to correct the error."

And his is the email i sent

I signed up to your site yesterday and deposited £118 in to my account and played uk blackjack. There was an issue with this game and would like my money retuned to me as it states in your t&cs,

10.1. If there is any malfunction or other error, interruption or failure in Our equipment which affects the operation of any of the games on the Service(s), all bets and/or wagers made by You in respect of the affected game(s) shall be void and We shall return them to You, and no payouts will be made. However, if a payout has already been made to You in respect of the affected game(s) You agree to repay it to Us. We will not be held responsible for any typing, technical, or human error in the operation of the Service(s). In the event of such error, We reserve the right to either void any affected bets and/or wagers or to correct the error.

The fault i am talking about is the fact that i would not allow me to insure my bet when the dealer showed an ACE as the first card. The game clearly states

- If the dealers face up card is an Ace, you might want to use the Insurance function which 'insures' you against the dealer having Blackjack. This option did not appear and i could not insure my bets thus making this game void and needs to be fixed before anybody else loses out.

"If insurance is available, it will be clearly indicated on the surface of the Blackjack table, stating the payout rate according to the House Rules, such as “Insurance Pays 2-to-1.” It is understood that insurance bets can only be made when the dealer has an Ace as the up card. If the dealer shows a 10 or a face card up, even if the hole card turns out to be an Ace and the dealer gets a natural blackjack, no insurance is offered"

Insurance was indicated on the table at paying 2-1 so all games where void as this was not offered.

I have uploaded a snip of the game to prove that this does not give me the full game experience and as in your t&cs request a full refund off any funds spent on the uk blackjack until this error is fixed

It clearly shows on the game insurance pays 2-1 even if i do not want to use this i should always be given the chance.

screenshots where taken and kept as record.

No replies so far and the phone number is useless unless you want to deposit

* overall game play 3 out of 5. Games not to bad and quite fast loading but to much enthusiast on signing up for their free bonuses( which i always avoid as you are basically giving them your money)

*Live Chat 0 out of 5. Rude and do not really have a clue as to how a casino works ( i asked a simple question about blackjack and he took 20 mins to come back with a reply and then it was wrong). I think they are simply there again to push pointless bonuses.

*Withdrawal 1 out of 5 72 HRS TO PROCESS BEFORE THEY COMPLETE and all this time you can reverse back to your account. I hate when casinos do this as it just relies on the fact that a casino will in the end all ways win, and if a gambler sees their money sitting there they will 90% of the time reverse and lose it all back to the casino.

It should be a law once you have collected an amount for withdrawal it should be classed as removed from your account, i would not expect a high street betting shop to keep you money for 3 days before paying just on the of chance you might play there again.

* Complaints 0 out of 5 AGAIN 7 DAYS TO ANSWER AN EMAIL WOW THEY MUST HAVE SLOT OF COM PLAINTS.

After the ITV scandal with the Phone in competition scams you would think they would be more careful about who they allow to broadcast at night If the company is into scamming and so slow to fulfil costumers complaints

posted on April 16, 2014.

We have looked into the complaint Mr Sharples has raised here and would like to take this opportunity to respond to his points below.

In regards to the UK BlackJack Game that Mr Sharples is referring to, the rules for this game clearly state:

Insurance

If the dealer shows an Ace and you have Blackjack, you are offered insurance. If you get Insurance, an amount equal to half your original bet is placed separately on the table. If the dealer does have Blackjack, you are paid 2 to 1 on your insurance. This way you do not lose your original bet (because you get the 2x half your original bet, plus the insurance amount back). If the dealer does not have Blackjack, you lose the insurance amount, even if you end up losing.

This information can be found in the Rules area of the game from within the help section of the game. Unfortunately, after checking Mr Sharples game history, we can see that each time the dealer had an ace the player did not have BlackJack and therefore the insurance option was not made available to him. To confirm, there were no reported game malfunctions during the period in question.

We have reviewed the Chat transcript that took place between Mr Sharples and our Customer Support Agent. We are always concerned when a player of ours is not satisfied with the level of service they receive from our customer support department, and in this case we can state from our records that the online chat in question was responded to by our agent within 7 minutes, which we consider to be acceptable. However, we are appreciative of all feedback received, good or bad, and we will pass these comments onto the relevant department.

All withdrawals are subject to internal security and AML checks before being approved. As a casino we state that we aim to process withdrawals after 72 hours. This process is essential as there are checks performed by us that have impact on our licensed status as an eGambling operator in the States of Alderney. Sometimes these checks are performed in a timescale that would result in a player’s withdrawal being processed quicker than our stated “after 72 hours”, however we cannot promise or ensure that a withdrawal will be checked and approved within a player’s requested timescale for the reasons mentioned above.

We can understand that it is frustrating when awaiting for funds to be transferred, but we hope that Mr Sharples can appreciate the necessary checks that we have to do as an eGambling Licensee, we are fully regulated by the Alderney Gambling Control Commission who ensure that we operate under the applicable regulations.

We implemented the ability to cancel withdrawals at the request of our players. Unfortunately we have no functionality on the website that can remove this function on a player by player basis. However, if any of our players feel they have problems with their gambling behaviour such as cancelling their withdrawals for extended gameplay, we have facilities to assist them in line with our responsible gambling policy, such as setting a deposit limit or even excluding their accounts from our services.

With regard to our complaints procedure, Mr Sharples submitted his original complaint at 20:30 on Friday the 14/04/2014. We do mention on our website that all complaints will be responded to within 7 working days however complaints are usually responded to quicker than what is published online.

We are sorry that Mr Sharples is unhappy with our services, here at Jackpot247 we strive to provide the best experience possible for all of our players. Mr Sharples is welcome to contact our Customer Support Manager in line with our published complaints policy, who will be more than happy to discuss the matter further should Mr Sharples wish to do so.

posted on April 16, 2014.

I looked at the rules on the front page THE BIG "I" you have at the bottom of the page

Have a screenshot here http:/­/ti­nyp­ic.c­om­/r/­ild­4m1/8 Clearly does not say if dealer and player it states If dealer has an ace you may want to insure????? does it not.

Please remove this infomation as it is not true and misleading and if i had known this i would not have played his version of blackjack

I still would like the refund as this is what is stated in the information rules on the front page not your

http:/­/ww­w.c­asi­nos­com­par­ed.c­o.u­k/­bla­ckj­ack­_ru­les.asp Rules state insure offered if dealers has ACE.

http:/­/ww­w.p­aga­t.c­om/­ban­kin­g/b­lac­kja­ck.html and again if dealer shows ace not both

http:/­/ww­w.g­amb­lin­gco­mmi­ssi­on.g­ov.uk­/pd­f/R­ule­s%2­0of­%20­cas­ino­%20­gam­es%­20i­n%2­0Gr­eat­%20­Bri­tai­n%2­0-%­20J­une­%20­201­1.pdf

section 4.22

4.22 When the dealer's first card is an Ace, any player with their first two cards may wager an

amount equivalent to no more than half the amount staked on his initial wager that the 19


dealer's second card will have a value of 10. Any wager which wins under this rule shall be

payable at odds of 2 to 1. All insurance wagers shall be made before a third card is dealt to

any box

and then straight after

section 4.23 3 Alternatively, when the dealer's first card is an Ace, any player who has a score of 21 with

their first two cards (blackjack) may be offered the option of being paid at odds of 1 to 1

immediately. This has the same net effect as a winning wager of half the original stake

winning at odds of 2 to 1, under rule 4.19.

So the odds offered for blackjack on the table at 2-1 are for when dealer has blackjack

Odds of even money are offered when player has BJ and dealer shows an ace


These rules are from the uk gambling commission

So i expect you being on uk tv and offered to uk players to abide by these rules.

If DEALER SHOWS AN ACE WHEN PLAYER HAS BJ THEN THE PAYOUT FOR INSURANCE IS 1-1

IF DEALER SHOWS AN ACE BUT PLAYER DOES NOT THEN PAYOUT IS 2-1 AS STATED ON THE TABLE

posted on April 16, 2014.

If the dealer shows an Ace and you have Blackjack, you are offered insurance. If you get Insurance, an amount equal to half your original bet is placed separately on the table. If the dealer does have Blackjack, you are paid 2 to 1 on your insurance. This way you do not lose your original bet (because you get the 2x half your original bet, plus the insurance amount back). If the dealer does not have Blackjack, you lose the insurance amount, even if you end up losing.

This is rubbish and has obvs been changed If dealers shows and ace and player has 21 then insurance is offered AT even money not 2-1

posted on April 16, 2014.

payout odds of 99.47% but not if insurance is not included as this chart proves

House Edge on Insurance

The first rule is never buy insurance even if you have a blackjack. The ONLY exception is when you are card counting. Card counters can make insurance bets when the deck is rich in tens but if you do not count cards, don't buy insurance. The house edge for insurance favors the casino, and it is cumulative. The following chart shows the house edge on the insurance bet depending on the number of decks used, and this is in addition to the standard house edge, so you would subtract this from your odds percentage.

# of Decks Insurance Affect on Odds

1 - 5.882 %

2 - 6.796 %

4 - 7.246 %

6 - 7.395 %

8 - 7.470 %

So your odds of winning on your uk blackjack is less than 93%

posted on April 17, 2014.

We have noted Mr Sharples Response.

Our Customer Support Manager has recently tried contacting Mr Sharples via telephone to discuss this matter with him further, unfortunately there was no answer.

Mr Sharples has also been sent an email asking what time would be best suited to contact him or if he is able to contact us via telephone to speak with the manager at his earliest convenience.

posted on April 18, 2014.

I work 6 days a week from 7am til pm so please email me a response or message me on here.

posted on April 22, 2014.

This has now been resolved and am happy with the out come thanks Askgamblers for your help

AskGamblers
posted on April 24, 2014.

We are glad this case has been resolved. The complaint is closed and marked as successfully resolved.