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BetOnline Casino - Refusing to admit a software glitch which cost me $150

UNRESOLVED
Posted on March 8, 2015

I was playing in a Live Dealer Blackjack game. My bet was $75. I was dealt a 12 against the dealers 3. I take a hit and receive an 8 for a hard count of 20. The next thing i know is the screen freezes for about 4-5 seconds and when it comes back to normal i see the dealer giving me ANOTHER card for a total of 30!! I instantly use the chat and say NO i stayed (as seen in picture), I asked for the pit boss and nothing. I email support 3 times with a picture of the hand and they blow me off saying i chose to HIT a 20. I would have won the hand and feel i have been cheated of $150. Any dealer should have known it was a glitch or something. NOBODY hits a 20.

Email response: I'm addresses as "Customer"

Reference number: LTK171290788388X - Please use this ticket number in any correspondence with us.

Hi Customer,
Thank you for contacting us.
We have viewed your Live Casino account "LCB100243" for Game ID "9383997" and it shows that you chose to hit on 20.
There were no dis-connections and play continued as per normal.
You unfortunately do not qualify for a refund.
If you have any other questions or require further assistance, please do not hesitate to contact us.
Best Regards,

Storm
Player Services Department
BetOnline,

AskGamblers
Posted on March 8, 2015

Dear @B929071,
Any update considering your complaint? Thank you.

Posted on March 9, 2015

No update. They insist I hit a hard 20 and won't offer a refund.

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