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Coral Casino - Software glitch cost me a loss of £2100, casino refused full compensation


Complaint Info

Disputed casino

Coral Casino


£ 1650

Posted on August 14, 2015

Played a session of 34 rounds of multi hand blackjack on Coral. Software felt wrong throughout (I've played a lot on the site in excess of 20,000 blackjack hands).

Had 3 issues. On 2 hands the software 'skipped' over a hand where I wanted to hit (or double) without giving me a chance to make a decision and did not display the warning that I was standing on a hand where I couldn't go bust.

Another hand where I hit, the card that came made my hand bust then the system draw another card to the hand. This should not be possible. In the account history it is displayed differently with the extra card being applied to the next hand. I've attached screenshots which explain this.

Contacted Coral asking for the amount lost during the session (just over £2,100) to be refunded as their was clearly a problem with the software.

Almost 2 weeks later I had 2 live chats where the agents confirmed Playtech had come back and admitted a 'glitch' in the software. Unfortunately I don't have evidence of this.

After a further two weeks Coral came back and said I was using a bot which I strongly refuted. They said if I wasn't using a bot it must be a problem with my mouse. I've advised them this is ridiculous, and if it was a mouse issue it would have affected all the hands I played and my play on other games.

Coral refunded £450 as a gesture of goodwill due to the many delays with responding to the complaint and have suspended my account. This isn't right the full amount lose during the session needs to be refunded.

Posted on August 14, 2015

Any update considering your complaint? Thank you.

Posted on August 14, 2015

Had some contact from the Head of Customer Operations. He said they are pushing Playtech to investigate again and he will get back to me on Monday...