Planet 7 Casino - Face Up 21 Game Auto Busts my Hands

posted on January 7, 2016.

I contacted Planet 7 Casino about a glitch in their Face Up 21 game. Basically it is Blackjack but you can see the Dealer's hand, and the Dealer wins pushes.

Multiple times the game automatically hit 2 or 3 times, regardless of the hand that I was holding. On multiple occasions, it hit when I was holding 18 or 19.

I thought Planet 7 would want to know about this defect and I opened a chat dialog. Instead the operator ran away and closed the chat.

This is the chat dialog:

Please wait for a Planet 7 agent to respond.

Thank you for using our LiveChat Service. This is 'Don'. Please verify your Email and Phone Number so that I can assist you.

joxxxxxxxx: Hello. My email is xxxxxxxxx and my phone number is either xxxxxxx or xxxxxxxx.

Don: Hello. Thanks for the information! How may I be of your assistance?

joxxxxxxxx: On 6 occasions between yesterday and today, I have had a malfunction playing Face Up 21. When playing the game, the computer has automatically drawn cards without me pressing a button to do so, on 2 occasions, it automatically drew cards when my hand had a sum of 19.

Don: In case you need to change the volume setting or playing speed of a particular game, all our games have a Menu button located at the top, side or bottom of the game window. Click on it, and select “Player Options” this will display the settings for the game you are playing.

joxxxxxxxx: I don't understand why any setting would automatically draw cards, especially when it doesn't happen in any other game.

Don: Thank you so much for your patience. I will be right back with you.

Don: In case you need to check a particular game rules, all our games have a Help button located at the top, side or bottom of the game window. Click on it, this will display all the rules for the game you are playing, including pay lines and features.

joxxxxxxxx: I appreciate the guidance, but of course the rules do not include a provision to make you automatically lose the game based on what I read in the rules.

posted on January 9, 2016.

I should have checked their reputation before playing with them. Most of the games seem rigged. Play 8 hands of Blackjack, and the dealer has a Blackjack on every other hand. When you start and they push the bonuses, the games seem to always go your way, when they can't get any more cash, you'll rarely win anything. Don't expect to take any money out, and if you just wan't to play, there's lots of free alternatives.

posted on January 13, 2016.

Hi jmvapa,

I'm sorry that you've experienced some confusion, however, there's no glitch in the game. I've attached a screen shot of the game rules as reference, so you can better understand things. Please pay particular attention to the section highlighted with the red box.

I hope this helps,


posted on January 14, 2016.

What can I possibly say? Playing Blackjack and having the computer give you cards until you bust, and sometimes even after you bust is a ridiculous rule.

My money is lost and I don't expect Planet 7 to make it right. But I can warn others and choose not to throw my money away again with Planet 7.

posted on January 14, 2016.

Based on casino's response to the complaint thread where they clearly stated that this game options is clearly displayed in game description we consider this complaint closed and resolved. We recommend to the player to be careful in the future and read games descriptions before start to play.