Complaint #24 888 Casino

888 casino - Incorrect bankroll calculation

By NatAlab

12 years ago

During my play in 888 Live Dealer Casino, I have found an incorrect bankroll calculation for sum of 700 EUR within about an hour of my play.

I tried to resolve the problem with the casino support team, but didn’t succeed due to lack in cooperation and only 200 EUR were credited back to me. I ask you to help me. Also I think this is very important to inform other players that 888 live dealer casino sometimes experiences technical problems with their software, which influence on correctness of bankroll calculations.

The problem description (It is not so easy to understand, but I spent a lot of time and made my best to simplify it) :

On 21.02.03 I have played live blackjack.

Games history screenshots are:

here the image history1.jpg, which sent to support@askgamblers.com email.

here the image history2.jpg, which sent to support@askgamblers.com email.

If you will look into game results you will understand that something wrong there. The reason is incorrect order of the games. I don’t know why 888 do that, maybe it is bug, but the correct order of rounds differs. It took me some time to understand what is going on in the mess and to get the correct order.

The correct order can be found from Round Number.

Lets take the first round of the session (the first screenshot, the most bottom round for date 21.02.13).

The round number is: 130221-15:08:38-967564:

First 6 digits (130221 ) are date in following format Year/Month/Date. So 130221 means : 21.02.13

Next 6 digits (150838) - the correct time the round started. So the round started at 15:08:38. The understanding helped me to sort the rounds in correct order.

Other digits are not important for us.

To facilitate your understanding and calculations I’ve made a table where rounds are sorted in the correct order. I also added columns

1. Calculated Time From Round Number

2. Correct Bankroll

3. Delta - which shows the discrepancy amount

here the image sorted history.jpg, which sent to support@askgamblers.com email.

Now it is easy to see all problematic rounds and to calculate the correct results.

After the first session round 130221150838967564 my bankroll was 1484

Step 1: How much I won during the session, according to bets and payouts and what the correct balance should be?

Bets Sum is: 925

Payouts Sum is: 850

Wins: 850-925 = -75. So I lost 75 EUR. My bankroll should decrease by 75.

Initial balance (after first round) was : 1484

End balance should be: Initial Balance + Wins = 1484-75=1409

Step 2: What is wrongly calculated by 888 system:

Initial balance (after first round) : 1484

End Balance: 709

Wins: 709-1484 = -775. So Instead of 75 they wrongly decreased my balance by 775.

Step 3: How much they should refund?

775-75 = 700 EUR

Step 4: How much they refunded:

200. They owe me 500 EUR.

Disputed Casino 888 Casino

Reason Wrong calculations

Discussion

AskGamblers

• Support Team

4 years ago

Dear @NatAlab,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

AskGamblers

• Support Team

4 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of 888 Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

AskGamblers

• Support Team

13 years ago

NatAlab, please confirm this issue is resolved!

888 Casino

• Representative

13 years ago

we have checked this now with our support department and can see that the issue is resolved, and the member has been duly contacted.

Thanks :-)

888 Casino Complaint Stats

Resolved 333 / 397

Avg. Amount $8,733

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

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