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Party Casino - Unacceptably long waiting for resolution of a software glitch

Complaint Info
Disputed casino PartyCasino
Reason Wrong calculations
mel84 Australia Message
Posted on November 30, 2015

Im from Australia and 5 days ago i was playing partycasino online and played Live Roulette and I placed 5 british pounds on black 35 and won. I also had the same amount placed on other numbers during that game too. I immediately contacted partycasino via their live chat and email and asked why my winnings were not on my account, they apologised and said they would escalate my inquiry to their 'tech team' and asked me to give them more time (approx 48-72 hours) to resolve the issue. I said OK and they thanked me for being patient. Its now the 5th day since my inquiry and I have not been credited any winnings to my account and every time I speak with someone from their customer care team I receive the same response- " I can see that this has been escalated to our technical team I am kindly asking for some more time on your end i am sure that this will be sorted out soon, i do apologize for the inconvenience"
This response is the same every time I ask for an update, followed by " i cannot commit to a time frame as to when this will be resolved and I do not want to give you misleading information" I then ask to speak with that department and they tell me that they don't speak to customers. I was even told by one rep that they can see my winnings were not credited to my account and to please allow more time and it would be resolved asap, they emailed me a document with the history of my conversation and told me that because LiveRoulette was a 'third party vendor' they (partycasino) have to wait for that dept to respond to them with the result and then I would receive an email after that. I'm now starting to think they are stalling? How hard is it to look over the game history and my history of bets i played and see what happened? Surely it couldn't be that hard? I don't know the exact process but when I ask for any other information about it they can not tell me and constantly ask for me to give more time and they end the conversation with thanking me for my patience and asked if there is anything else they can help me with? Its very frustrating. Has anyone else had a similar experience? What can I do ??

Posted on November 30, 2015


Any update considering your complaint? Thank you.

mel84 Australia Message
Posted on December 1, 2015

I just spoke with party casino and here is a copy of some of the transcript regarding my complaint-

mel: i need an update on my inquiry please
Katya: Thanks for the confirmation. Please give me a moment while I retrieve your account details.
Katya: Is the issue regarding the LiveDealerRoulette game that you have had previous communication with us about?
mel: yes thats right
Katya: If so, I can confirm that the issue has been raised and we have had no update about the matter.
Katya: I kindly ask you for some more time and assure once we have an update, we will contact you.
mel: i was told by your company to allow time 48-72 hours which was over a week ago
mel: you tell me the SAME EXCUSE EVERY TIME
mel: im sick of it, i have raised this with the commission
mel: and they are asking me for an update from your site
mel: so i need you to provide me with one now please
mel: I have been told that your team CAN provide me with more info other than "need more time"
Katya: Sorry, I can see that we have had an update.
mel: whats the update
mel: why cant i speak direct with the LiveDealerRoulette?
Katya: The game server logs have been verified and according to them, you had successfully placed the bets manually in the total amount of 35GBP and they were successfully accepted. Since no winning spots were covered by you, you lost the game.
Katya: Therefore there were no issues with the game and we do not owe you any winnings.
mel: what do you mean??? i dont understand what that means! since no winning spots were covered by me??? i placed the bet 5GBP on black 35 and it was the number that WON and nothing was awarded to my account
mel: i spoke with someone on your team who confirmed that i was a winner and that the team was looking into it
mel: why is there something different now?
Katya: I'm sorry but after an internal investigation into the matter, they have concluded that you did not pick a winning spot and that is why you did not receive any money.

This is ridiculous! I asked her to send me the evidence and investigation details and she said she cant do that! I asked for someone in that department to contact me and she only provided me with a 0011 number to call and speak to someone instead. What do I do? I told her that I had 3 witnesses present at the time of my win who can confirm that black 35 was the winning number.
The confusing part is they can confirm I placed black 35 etc however they are now claiming that number 35 black was never a winning number when we all saw it with our own eyes appear on the roulette table and then remain on the black table to the right of the screen as a winning number as they continued the next games etc. I asked her to send me the video of the game replay and she said she cant do that! Someone please tell me what to do to escalate this as I wont give up on this. Thanks

Posted on March 8, 2017

This complaint has been reopened due to the declared willingness on behalf of Party Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

Posted on March 11, 2017

Dear Customer,

We would like to apologize for the unpleasant experience you had while playing on our site.

After thoroughly looking into your gaming history from the LiveDealer Roulette you played on, the vendor provider confirmed that there was no bet placed on 35 Black.

For any further questions or concerns we kindly advise you to contact the partycasino customer support.

Best Regards,

partycasino team

Posted on March 15, 2017

Dear @mel84,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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