First of all, apologies for the issues you faced playing Betfair Live Casino.
Please be sure that the helpdesk & Live Casino team have undertaken a full investigation of your issue and have come back to me with the below details.
The game being played was Unlimited Live Blackjack where 100’s of customers are playing on the same Blackjack box – for example, if you have 14 and you choose to ‘stick’ another player may decide they want a card – it does not affect your total of 14. So from the perspective of a player unfamiliar with the rules you may click the ‘Stand’ button but they see a further card being dealt, not realizing the extra card/s do not affect your total.
When you load this game there is a message which warns you of the different rules, please see in the attachment
There are a handful of instances where helpdesk has been contacted about issues with the Casino.
• Disconnections on June 26th were caused by a DDOS attack on Playtech (our game supplier), which effected all players on the network. You accepted a bonus as compensation for this.
• All games on the 29th & 30th appear to have been played with solid blackjack strategy and you were fully able to make decisions as far as we can tell on every single hand
• On these days you also received €23 of goodwill cash bonuses (your loses on these 2 days were €28), not because we suspected there was a game error, simply to ensure your experience was and is enjoyable, and that you left the live help chat with a positive experience – We believe this is the case as on a number of occasions as you kindly took the trouble to advise the chat operator how impressed you were with the service and attention they were supplying and had supplied previously.
From the above it appears the issue was that you weren’t aware you were playing Unlimited Blackjack where the rules slightly differ to standard Blackjack, causing some confusion but not directly leading to any losses as you were always in control of your hand and playing solid basic blackjack strategy.
Please let me know if you would like to discuss further