Betzela Casino

On 8 November 2019 (so more than two weeks ago) I was playing video poker from ORIX on Betzela.com. First issue happened on a €2,5 initial bet when I was playing Deuces Wild - the game stopped responding after my bet was accepted and taken and I've been dealt the first 5 cards. Was a weak hand all cards should be discarded, but I could and can not do this because the game is stuck and won't let me !

After that, I moved from Deuces Wild to Jacks or Better, played a couple hands then same thing ocurred this time on a €6,25 initial bet. My bet was accepted and taken, I've been dealt 3 of a kind (three of 8 which must be held) and when I tried to press the Draw button to discard the two unwanted cards, the game did nothing so I had to refresh the game. After the game is refreshed it shows like I was playing only in 1 hand mode (with a €5 initial bet) instead of 25 hands mode, it shows the 3 of a kind (eights) which I was dealt but when I press the Draw button the game will kick me out every time ( I even took a video of it for you to understand the glitch perfectly, link to video: https://yadi.sk/mail?hash=OVt8PLVJzjdltG7%2Fiqu0iSSmgtni8kddS4RkKw3tfkTukoK4NydCuqr2IPPATRUjq%2FJ6bpmRyOJonT3VoXnDag%3D%3D ).

Now my biggest problem is with the support of Betzela.com and namely: I did reported (on 8th November 2019) this whole situation on live chat just a couple hours after it occurred (for the Jacks or Better hand I even provided them with the hand ID number which is: 11725321369 and hour when it happened : 14:57) alongside with six screenshots explaining the error I am experiencing.

And here comes the funny part: on 13th November 2019 I contacted live chat about this issue again since I've seen nothing has been done about it. On the live chat I asked for a maximum time frame for when this matter will be solved but I wasn't given any time frame.

When I saw how they act about the matter I told to the person on the live chat that I accept only two outcomes either I am given €35 on the spot as a compensation and we consider the matter closed or the issue is fixed so I can continue to play my hands. About the compensation I was refused too. Then I said that if they refuse to give me a dead line for when the matter will be fixed, I will give them one: to be fixed before than 25th November 2019 (which is more than two full weeks since I reported the issue first time) or I will make my experience public in hopes to speed up the process.

The most funny part is that on 19th November 2019 I am getting a message about the issue which tells me (I copy paste): "Regarding your query via live chat, we would like to inform you that the relevant department checked and mentioned you need to open ( ORYX Jacks or better ) , (ORYX Deuces Wild) games and finish the game rounds as they are not finished. In case you still experience issues with finishing the gamerounds, please contact us again." !!! - That's trully amazing !!! What did they checked for about 10 days ?!? - I didn't told them from the start that this is the issue ???

Needless to say, after that message I promplty contacted the live chat again to tell them that tech department did not help with anything and that my 25th November 2019 deadline stands still. Obviously, since I am posting this complaint here nothing happened meanwhile.

What I want done ? Either to let me continue the two incomplete hands or give me €70 as compensation and we can close the matter. If this matter won't be resolved until Christmas 2019, I will then refuse to play out the hand even if will be resolved but ask for €125 as compensation.