.After a series of bets which equated to losers & small returns with no "glitches" I placed a decent sized bet of £12 straight up on the number black 28...The bets were on...The wheel spun....The ball landed in number black 28....Then after a small hesitation I received a message to contact customer support...My wager was taken...My winnings were not paid out.
I contacted customer support as advised immediately.I explained the senario.I was advised by the vip team that it would be looked into & they would get back to me.
They called me back & the feedback was..The tech team had looked into the issue & 28 did not come in & they offered to send me the record of the numbers sequence which 28 was not on.
Following what I knew to be inaccurate tech feedback I went back into the speed roulette room & luckily enough I was able to see the last 500 bet results & there right in front of me as plain as day was the sequence of numbers that had been verified by the vip team but this time clearly showing the number 28 did land & was exactly where I stated it was
Thankfully I was then able to take a photo of the evidence required to escalate & prove my case.On receipt of the evidence I now had, I was told that they would go back to the tech team & get back to me.
They then got back to me with the following feedback..Summary as follows:
1) Yes 28 clearly did come in they found it & verified this fact
2) Yes you did place a bet of £12 staight up on number 28.Fact verified
3) Yes they took your wager for the bet & infact still have the £33 for the total bet laid out which included £12 on number 28
4) Regardless of the above we will give you your stake back of £33 for the wager & will not honour the winning wager of £387
Following this & after some persuasion & reassurance that by returning my stake it would not alter my "case for winnings" I excepted that they could pay back my stake which they then did & I escalated the complaint to Grosvenor management.
The feedback from Grosvenor management was.........Summary as follows:
1) After further investigation we can confirm that your stake was not taken
2) We will be doing staff training as you were not given correct information
3) We will give you a goodwill gesture of £50
4) We can not be held responsible for a softwatre glitch on our end,its complex & happens
My complaints are:
1) How can they hide behind t&c's/software glitches when thier investigation clearly showed me placing the winning bet & my stake being taken
2) How can they use a glitch in software as a reason not to pay out on a substantial win when after thier own investigation they had evidence & a record of the bet in question.
3) I have now been given 3 different reasons why my bet didnt pay out which implies dishonesty,deceit & an inadequecy of the software in use.
4) Does reliable adequate software tell you a number didnt feature in a sequence when it clearly shows in the game software history
5) If the Grosvenor can confirm the bet,why are they not obliged to honour it
Thanks
Jillee1
