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Betzela Casino - Inadequate assistance with ORYX Video Poker problem

RESOLVED

Complaint Info

Disputed casino

Betzela Casino
Posted on November 27, 2019

On 8 November 2019 (so more than two weeks ago) I was playing video poker from ORIX on Betzela.com. First issue happened on a €2,5 initial bet when I was playing Deuces Wild - the game stopped responding after my bet was accepted and taken and I've been dealt the first 5 cards. Was a weak hand all cards should be discarded, but I could and can not do this because the game is stuck and won't let me !

After that, I moved from Deuces Wild to Jacks or Better, played a couple hands then same thing ocurred this time on a €6,25 initial bet. My bet was accepted and taken, I've been dealt 3 of a kind (three of 8 which must be held) and when I tried to press the Draw button to discard the two unwanted cards, the game did nothing so I had to refresh the game. After the game is refreshed it shows like I was playing only in 1 hand mode (with a €5 initial bet) instead of 25 hands mode, it shows the 3 of a kind (eights) which I was dealt but when I press the Draw button the game will kick me out every time ( I even took a video of it for you to understand the glitch perfectly, link to video: https:­//y­adi.sk­/ma­il?­has­h=O­Vt8­PLV­Jzj­dlt­G7%­2Fi­qu0­iSS­mgt­ni8­kdd­S4R­kKw­3tf­kTu­koK­4Ny­dCu­qr2­IPP­ATR­Ujq­%2F­J6b­pmR­yOJ­onT­3Vo­XnD­ag%­3D%3D ).

Now my biggest problem is with the support of Betzela.com and namely: I did reported (on 8th November 2019) this whole situation on live chat just a couple hours after it occurred (for the Jacks or Better hand I even provided them with the hand ID number which is: 11725321369 and hour when it happened : 14:57) alongside with six screenshots explaining the error I am experiencing.

And here comes the funny part: on 13th November 2019 I contacted live chat about this issue again since I've seen nothing has been done about it. On the live chat I asked for a maximum time frame for when this matter will be solved but I wasn't given any time frame.

When I saw how they act about the matter I told to the person on the live chat that I accept only two outcomes either I am given €35 on the spot as a compensation and we consider the matter closed or the issue is fixed so I can continue to play my hands. About the compensation I was refused too. Then I said that if they refuse to give me a dead line for when the matter will be fixed, I will give them one: to be fixed before than 25th November 2019 (which is more than two full weeks since I reported the issue first time) or I will make my experience public in hopes to speed up the process.

The most funny part is that on 19th November 2019 I am getting a message about the issue which tells me (I copy paste): "Regarding your query via live chat, we would like to inform you that the relevant department checked and mentioned you need to open ( ORYX Jacks or better ) , (ORYX Deuces Wild) games and finish the game rounds as they are not finished. In case you still experience issues with finishing the gamerounds, please contact us again." !!! - That's trully amazing !!! What did they checked for about 10 days ?!? - I didn't told them from the start that this is the issue ???

Needless to say, after that message I promplty contacted the live chat again to tell them that tech department did not help with anything and that my 25th November 2019 deadline stands still. Obviously, since I am posting this complaint here nothing happened meanwhile.

What I want done ? Either to let me continue the two incomplete hands or give me €70 as compensation and we can close the matter. If this matter won't be resolved until Christmas 2019, I will then refuse to play out the hand even if will be resolved but ask for €125 as compensation.

Posted on November 29, 2019

Hi Denis,

Extremely unhappy with the issue you faced with ORYX poker. We contacted ORYX the very same day you wrote about your problem. They are extremely slow in their response resulting Betzela's reputation on stake. However we will do rollback for both those bets: ORYXBCS_474958183 and ORYXBCS_474958055 based on provider’s response.
Will update you once it is done.

Sorry for any inconvenience Denis. You can directly write me at affili­ate­s@b­etz­ela.com

Take Care. Have a nice week ahead

Regards,
Ashley

Posted on November 29, 2019

Hi Ashley / Betzela.com,

You can't rollback a winning hand which already won three times more its initial bet and was only meant to win more !!!

I checked my account and see the rollback was already done (giving me €7,5 - which is also incorrect as my initial bets were €2,5 in Deuces Wild and €6,25 in Jacks or Better). Anyway, this rollback is unacceptable as the medium value of the Jacks of Better hand is at least €35 because in present is worth 3 times its initial bet and it can possibly win as much as €125 !

On 13th November 2019 I would have accepted €35 for the rollback (which would have been fair). But because this issue dragged so much (yes Betzela.com contacted ORYX from the first day but why Betzela.com did not give ORYX a 7 or 10 days deadline to fix the issue and then if Betzela.com did noticed that ORYX did not respected the deadline given, rollback the hands giving me the medium value for those hands that would be about €35-€36 and this complaint would have never appeared in public) now the compensation I ask is twice the hand medium value, which means I accept €70 (or to play out the hands).

I am forced to repeat what I said in my first initial post: now I will only accept to either playout the hands or €70 compensation. The deadline for this request is: 25th December 2019. If this deadline pass, I will only accept €125 compensation !

Posted on November 29, 2019

I also want to attach four screenshots to document proof everything I said in my previous reply.

Posted on November 30, 2019

Hi Denis,

I understand your frustration but please understand buddy that nobody can garuantee a technical glitch free system. We human are dependent on machines, technology, softwares etc however at times we have to accept the fact that there might be some system issues which is beyond our/Service provider control. Further, we need to be dependent on third party copanies like ORYX. You can't simply give them a deadline warning to reply because they are our long time partner and may have some internal challenges. ORYX simply asked us to return the bet which was already done in past and you acknowledged the same. As a goodwill gesture we can give you an additional €10, if you are ready to accept (mail you consent at affili­ate­s@b­etz­ela.com). Beyond this we are helpless. You are already a champion man and I know you will won lots of money with Betzela like you did in past.

Best wishes
Ashley

AskGamblers
Posted on November 30, 2019

Dear @PlayHunter,

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 November 30, 2019

Hi Betzela.com

Please understand the following fact: I can not and will not consider this issue solved if I am receiving less than what is worth.

And see how much these two hands are worth ? In JoB VP initial bet was €6,25 and been dealt 3 of a kind before the draw !
[In DW VP initial bet was €2,5 and been dealt garbage (no cards to keep) but that hand still returns €0,8 on average.]
So the JoB VP hand is worth €18,75 BEFORE THE DRAW. After the draw it can go anywhere up to €156,25 (if all 4 of a kind) !

Another €10, besides the €7,5 (rollback) which I was given, would be a sour joke in my view and not a goodwill gesture.

I am giving Betzela.com this opportunity again: I want a total of €35 compensation without the necessity of further messages.
And if Betzela.com wants to make a goodwill gesture for how it handled this whole situation, it has to be in surplus of the €35.

I don't want to go any further with these messages. If my request is refused, I require AskGamblers.com to be the final judge !

Good day to you

Posted on December 3, 2019

Dear Denis,

I tried to provide a solution within my ambit but if we keep on writing like this then their will never be any conclusive end to this. Life is to move on buddy.
I want to look forward for some helpful suggestion from askgamblers.

Thanks
Ashley

Posted on December 4, 2019

@AskGamblers.com please be the final judge, my answer was posted above:
I won't accept anything less than the cash average return for the two hands involved.

Thanks

AskGamblers
Posted on December 4, 2019

Dear Betzela Casino,

AskGamblers Complaints Team is kindly asking you to provide a copy of the official response casino should have received from the gaming provider in regards of the disputed issue and possible resolution of the glitch.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­t@a­skg­amb­ler­s.com.

AskGamblers
Posted on December 5, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Betzela Casino management in regards of this complaint to confirm and justify the casino actions. In addition, beside refunding back the bets in question that the player is only eligible for, Betzela Casino is ready to even pay the player additional 10 Euro, as a gesture of a good will.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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