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Drake Casino - Incorrect payout on winning hand

RESOLVED
Complaint Info
Disputed casino Drake Casino
Reason Wrong calculations
Posted on July 15, 2015

Incorrect payout on winning hands almost back to back. I contacted live support within 1-2 minutes of the first winning hand . It wasn't until the second winning hand when I realized it was incorrect . All they did was return amount I bet which is not even close to amount I won . Here are some screenshots of the winning hands . Someone help me resolv this so I may receive my winnings . They took off the game for a short time then it returned without resolution

Posted on July 2, 2015

Thanks for your post ILUVDANIEL. Can you please advise the precise date and time that you experienced these issues and when the screenshots were taken? I see that we credited your account with $100 back on May 29, 2015 for a technical issue and I'm wondering if this is the instance you're referring to.

Thanks,
Jay

Posted on July 2, 2015

5-8-15 at 8:59 9:02 9:08 am

. Here is a copy and paste of our communication between myself and drake casino. Also attached are emails I took screen shots of . Also the payout table for the game showing what multiplier should be .


Dear V**a,

Thank you for contacting Drakecasino.eu

I do understand your frustration about this issue. You need to know that if and when an issue occurs that you need to stop playing the games until it has been resolved.

It is absolutely not our intention to remove winnings or not to credit winnings to you. I do apologize that after the very first time that you have reported the issue it was not resolved properly. I added another $100 in your account. With this last comp the issue is closed.

Thank you for your patience and understanding. Enjoy the other games that we offer. Have a nice weekend.


Kind regards,

F******n

Drake Casino Customer Service

www.drakecasino.eu

Toll free: 1-800-613-8090

suppor­[email protected]­rak­eca­sino.eu


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Ticket History

E*******h v***(Client) Posted On: 27 May 2015 11:26 AM


I did contact live support the second it happened and again and again . So what about all the other winning hands that were made that I sent to you

guys . That's not right . For the winnings to go straight back to you when the payouts show a certain multipliers that's what the winnings should be.

We are suppose to be able to play with confidence. Not worry about the casino cheating us out of our winnings because of your faulty games. I need

this passed on to another person . This isn't the first time this has happened. It happened to me 4 times. and once last year that I still never

got a response from . Over and over I emailed and called. I just got the run around . This needs to be sent higher then yourself . Please forward

this to the appropriate parties .

On Tuesday, May 26, 2015, GTBets.eu - Support wrote:


> Dear V**a,

>

>

> Thank you for contacting Gtbets.eu.

>

> The game has been taken down by our technical department. We do understand

> your frustration however the $100 which was credit in your account is the

> max we can credit for this issue.

> It's stated on our website that: •Should funds be credited to a client's

> account in error - human error, technical malfunction, payout

> miscalculation or other - it is the member's responsibility to notify the

> company of the error without delay. Any winnings subsequent to the error,

> whether related to the error or not, shall be considered invalid and

> returned to Company.

>

> Kind regards,

>

> F******n

> GT Bets Customer Service

> www.gtbets.eu

> Toll free: 1-800-509-4847

> Email: [email protected]

> Fax # 1514-221-4567 or 1514-221-3610

>

>

>

> Ticket History *E******h v**a* (Client) Posted On: 23 May 2015 06:24 AM

> ------­---­---­---­---­---­---­------

>

> I know my acct was credited $100. But the winning hand I had should be paid

> out more the hand I had.

>

> ---------- Forwarded message ----------

> From: *GTBets.eu - Payouts* > >

> Date: Thursday, May 21, 2015

> Subject: [#QXE-581-43854]: Payout incorrect

> To: < removed >

>

> Cc:< removed >

>

>

> Dear V**a,

>

>

> Thank you for contacting Gtbets.eu.

>

> Thank you for replying back to me with the times. I see that your account

> has already been credit with $100 for this issue on the 05/15/2015 09:53.

> The game has been removed since you reported the issue. With this the issue

> has been closed.

>

> We thank you for your time.

>

>

> Kind regards,

>

> Franklyn

Posted on July 6, 2015

so what happens next if the time is out

Posted on July 7, 2015

Thank you again for your post ILUVDANIEL.

We appreciate you giving us a clear overview as to what exactly happened. We needed to dig a little into our records as this issue happened about 2 months ago. Nevertheless, we pride ourselves to being one of the best and fairest casinos on the web. Therefore we want to do our utmost to rectify the situation. I do see that we deactivated the game to run a complete audit after you reported this issue to us. This was done and the game was altered where it needed to be altered and has been functioning without issue since. I would ask you to contact us directly, so we can get this situation resolved in a timely and mutually beneficial manner. I thank you for your patience and your loyalty to Drake.

We look forward to hear from you.

Kind regards,

Martin Mara
Drake Support Manager
1-800-613-8090
http:/­/ww­w.d­rak­eca­sin­o.eu/
suppor­[email protected]­rak­eca­sino.eu

Posted on July 9, 2015

I have tried to contact the support manager and it seems that he is very hard to reach . per Stephanie Problem was resolved when they deposit the $100 into my account for the issue. I explained to her I needed to speak with Support manager because I was not satisfied and she asked if I received an email . I said yes. after being on hold several times he's not in the office again . so in order to resolve this on my end I don't need to speak with you all I need is for the correct amount to be paid out for the winning hands played . I don't want to play phone tag all I want is the winning hands to be paid out accordingly as per payout shows for the winning hands played . you may deduct the bonus $100 that was giving to me as well as $100 bet amount that was returned to me.

Posted on July 10, 2015

My sincerest apologies for the confusion. The person you spoke to at that time was not aware of the situation at hand.

If you would be so kind to contact us and request either Brian or Martin. We are the two Customer Services Managers and we can take care of the situation. We are aware of what happened and are able to rectify the problem. I assure you that we will clarify the situation.

Kind regards,

Martin Mara
Drake Support Manager
1-800-613-8090
http:/­/ww­w.d­rak­eca­sin­o.eu/
suppor­[email protected]­rak­eca­sino.eu

Posted on July 13, 2015

once again I called spoke to Rebecca and Martin and Brian were not in the office once again . like I pointed out before I don't want to play phone tag . if your able to make this problem right please do so by crediting my account or sending me a check . you don't need to speak with me to do so. I continue to call and am unable to reach you "drake casino"

Posted on July 14, 2015

We finally settled this issue and I would like to say THANK YOU BRIAN for your help. Drake Casino is indeed a great online casino to play at .

AskGamblers
Posted on July 15, 2015

Based on player's last comment, we consider this case as resolved and it is now officially closed.

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