Complaint #86
Planet 7 Casino
Face Up 21 Game Auto Busts my Hands
10 years ago
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.
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.
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