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BetOnline Casino - Software glitches cause, missing funds multiple times

Complaint Info
Disputed casino BetOnline Casino
Reason Missing Funds
Amount $ 100
Posted on February 20, 2020

Hi to whom it might concerns,
On Feb 12th, I was playing regular blackjack in Live Casino Black Section. Glitches happened at 3 different times causing balance missing totaling $100. They all happened after I placed my bets before getting dealt cards. The screen froze for like 20 seconds. And when I started to get dealt with cards, I noticed my remaining balance was already reduced at lease twice of the bet even after I won the hand. How is it possible that while I was winning, my remaining balance dropped and never came back.

I took a screenshot the last time I played it. I sent them to casino the same day. In the attachments I sent through email, I also circled the balance differences. For example: I had $60 balance, placed a $20 bet and won, After that hand, my balance became $40 instead of $80. And balance stayed the same after I logged out and refreshed. I was told issues were escalated but I have never heard anything back. I was told I will hear response hopefully 24 hours. And how many 24 hrs have passed by?
This happened at least 3 times. I ended up missing $100 (not including losing the hands)for no reason. Glitches cause losing is one thing, but glitches cause funds missing is another thing!

Posted on February 24, 2020


We are currently looking into this.

Regards, Support

Posted on February 24, 2020

Our team has contacted the player. This can now be resolved.

Posted on February 24, 2020

Dear @mollyxiaoxiao88,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on February 26, 2020

I confirm the issue has been resolved. Thank you

Posted on February 26, 2020

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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