Complaint #18
PartyCasino
Party Casino - Technical problems with server resulted in €500 missing
10 years ago
I have used PartyCasino for years and have mostly been a happy customer. I've never had a problem with them until now.
Last night I was playing Live Dealer Blackjack and betting between up to €500 per hand.
Towards the end of the session (game 14:49:30) I placed a stake of €500, but the hand was canceled (I later found out this was due to problems with PartyCasino's servers thanks to a discussion with their Live Chat service).
However, despite the hand being canceled, my €500 stake was never returned to my account.
I have now contacted PartyCasino's Live Chat about this 4 times and each time I am told that there were problems with the server, the "respective team" is working on it, the funds will be credited back to your account automatically, we will contact you when we have an answer.... etc etc.
However, it has now been over 12 hours and nothing has been credited back. I have received no email from the "respective team" with an update, no real assurance that this is being looked into, and most importantly, no funds.
When I ask to speak to the "respective team" I am told they are not customer facing. When I ask to speak to a manager or supervisor I am told there is no one I can speak to. Is this really an acceptable level of customer service when I am not even at fault and just want my funds back?
There is no mistake here on my part. I sat down at the table with a balance of €2,500.61. I only lost €2,000 of that balance while at the table, yet my account balance is now €0.61. Simple arithmetic demonstrates there is €500 missing.
The casino admits that there was a fault with their own servers and there was no mistake on my part, so why is it taking so long for the funds to be credited back, why can't I speak to anyone who knows what is happening, why can't I get any proof that this is actually going to be resolved, and how do I know if/when will this be fixed? It is not unreasonable to expect to have my money back by now.
Last night I was playing Live Dealer Blackjack and betting between up to €500 per hand.
Towards the end of the session (game 14:49:30) I placed a stake of €500, but the hand was canceled (I later found out this was due to problems with PartyCasino's servers thanks to a discussion with their Live Chat service).
However, despite the hand being canceled, my €500 stake was never returned to my account.
I have now contacted PartyCasino's Live Chat about this 4 times and each time I am told that there were problems with the server, the "respective team" is working on it, the funds will be credited back to your account automatically, we will contact you when we have an answer.... etc etc.
However, it has now been over 12 hours and nothing has been credited back. I have received no email from the "respective team" with an update, no real assurance that this is being looked into, and most importantly, no funds.
When I ask to speak to the "respective team" I am told they are not customer facing. When I ask to speak to a manager or supervisor I am told there is no one I can speak to. Is this really an acceptable level of customer service when I am not even at fault and just want my funds back?
There is no mistake here on my part. I sat down at the table with a balance of €2,500.61. I only lost €2,000 of that balance while at the table, yet my account balance is now €0.61. Simple arithmetic demonstrates there is €500 missing.
The casino admits that there was a fault with their own servers and there was no mistake on my part, so why is it taking so long for the funds to be credited back, why can't I speak to anyone who knows what is happening, why can't I get any proof that this is actually going to be resolved, and how do I know if/when will this be fixed? It is not unreasonable to expect to have my money back by now.
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