Complaint #75
EmuCasino
Cheating players out of their winnings
7 years ago
Was playing blackjack live and the dealer pulls out the cards 2-3-8-3-8 which should have made the dealer bust but instead the dealer did not scan the 4th card the *3* correct or on purpose and so when the dealer scanned the next card *8* the table lost as the dealer got 21.
You could see straight away the dealer knew she should have busted but instead of halting further games they just continued on dealing instead of addressing our attempts to address the issue they just continued on like nothing was wrong.
I attempted again to contact support in which i spoke to Damon who confirmed there was an error and the dealer should have busted so he advised the bet was void and we would get our initial bet back in which i asked how that was fair as we clearly won the round as the dealer should have busted but all he did was ask that i wait then referred me to ask support on the Emu casino home page.
When i asked for a reference number he just advised there was none and that i would have to quote the game time stamp.
Contacted Emu support in which the person told me that there was nothing they could do and that the bet would just be void.
Asked how that is fair that we clearly won the round and they are not wanting to pay out their customers their winnings they so rightly won.
All she could tell me was that it was unlikely we would get our winnings and that she will lodge a ticket.
I have not heard anything since nor have i even gotten my initial bet back but i do believe its disgusting that the casino is willing to cheat their customers and almost out right theft of their rightly earned winnings and no reasonable explanation why we are not getting our money and winnings or provide a time frame for a response when asked.
You could see straight away the dealer knew she should have busted but instead of halting further games they just continued on dealing instead of addressing our attempts to address the issue they just continued on like nothing was wrong.
I attempted again to contact support in which i spoke to Damon who confirmed there was an error and the dealer should have busted so he advised the bet was void and we would get our initial bet back in which i asked how that was fair as we clearly won the round as the dealer should have busted but all he did was ask that i wait then referred me to ask support on the Emu casino home page.
When i asked for a reference number he just advised there was none and that i would have to quote the game time stamp.
Contacted Emu support in which the person told me that there was nothing they could do and that the bet would just be void.
Asked how that is fair that we clearly won the round and they are not wanting to pay out their customers their winnings they so rightly won.
All she could tell me was that it was unlikely we would get our winnings and that she will lodge a ticket.
I have not heard anything since nor have i even gotten my initial bet back but i do believe its disgusting that the casino is willing to cheat their customers and almost out right theft of their rightly earned winnings and no reasonable explanation why we are not getting our money and winnings or provide a time frame for a response when asked.
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