Party Casino - Technical problems with server resulted in €500 missing

posted on September 25, 2015.

I have used PartyCasino for years and have mostly been a happy customer. I've never had a problem with them until now.

Last night I was playing Live Dealer Blackjack and betting between up to €500 per hand.

Towards the end of the session (game 14:49:30) I placed a stake of €500, but the hand was canceled (I later found out this was due to problems with PartyCasino's servers thanks to a discussion with their Live Chat service).

However, despite the hand being canceled, my €500 stake was never returned to my account.

I have now contacted PartyCasino's Live Chat about this 4 times and each time I am told that there were problems with the server, the "respective team" is working on it, the funds will be credited back to your account automatically, we will contact you when we have an answer.... etc etc.

However, it has now been over 12 hours and nothing has been credited back. I have received no email from the "respective team" with an update, no real assurance that this is being looked into, and most importantly, no funds.

When I ask to speak to the "respective team" I am told they are not customer facing. When I ask to speak to a manager or supervisor I am told there is no one I can speak to. Is this really an acceptable level of customer service when I am not even at fault and just want my funds back?

There is no mistake here on my part. I sat down at the table with a balance of €2,500.61. I only lost €2,000 of that balance while at the table, yet my account balance is now €0.61. Simple arithmetic demonstrates there is €500 missing.

The casino admits that there was a fault with their own servers and there was no mistake on my part, so why is it taking so long for the funds to be credited back, why can't I speak to anyone who knows what is happening, why can't I get any proof that this is actually going to be resolved, and how do I know if/when will this be fixed? It is not unreasonable to expect to have my money back by now.

posted on September 25, 2015.

Dear CosmicRumble,

I apologize on the behalf of the entire company for the inconvenience caused!

Let me inform you that I checked the case and what I can state at this point is that we are working on resolving the issue as soon as possible.

I assure you that as soon as we have any update on the matter, you will be informed.

I understand that it must be frustrating to wait but I strongly count on your understanding on the matter – it would be greatly appreciated.

You have my word that you will be contacted as soon as there is any new information on the issue. The Live Dealer games are actually run by another provider and this is why it may take longer for such issues to be resolved.

However, rest assured that we will follow up and contact you right after we have any news!

I do apologize once again.

Your patience is greatly appreciated!

Best regards,

posted on September 25, 2015.

Hi Denitsa

I appreciate your response.

However, it has now been more than 24 hours since my funds went missing. Even allowing for the fact that Live Dealer games are run by another provider (and hence it can take longer to resolve issues), this is not an acceptable time frame to resolve what is a fairly straightforward problem.

I look forward to PartyCasino resolving this and the funds being back in my account within the next few hours, hopefully with a decent bonus to make up for the inconvenience.

I have been a customer of PartyCasino for years, but if this situation continues much longer I can assure you I will not be playing at PartyCasino in the future.

You said my patience is appreciated. With all due respect, my patience has all but run out.


posted on September 29, 2015.

Any news?

posted on September 30, 2015.

Dear CosmicRumble,

I am glad to confirm that the refund was transferred to your balance on 28th of September.

I would like to express my apologies on the delay once again.

Having this in mind I would like to ask you to confirm the same so we can close this complaint as resolved and continue our partnership in our casino!

Thank you for your time!

Best regards,

posted on September 30, 2015.

Hi Denitsa and AskGamblers

I can confirm the refund was eventually transferred and the complaint can be closed as resolved.

posted on September 30, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed