Planetwin365 Casino IT - Залогът на играча е конфискуван поради софтуерна грешка.

Hello, on Friday, October 25th, I started a live casino session on the Medialive platform, specifically playing live Blackjack. I placed a single bet of €250. The problem is that the software asked me if I wanted to "hit," "stand," "split," or "double down" even before the dealer had finished dealing the cards. Because of this, with '11' in my hand, I couldn't even request another card (which would have gotten me to 21) because the standard time for making the decision to hit, stand, etc., had already expired! This is extremely frustrating because not only was €250 unfairly taken from me, but I also would have had a good chance of winning with a '21' in my hand (it seemed the dealer had 9). Please assist me kindly, because either the casino in question or the Medialive platform needs to refund me! The session ID on the casino is 275039499, and the AAMS Ticket is N5EEB211BF3804UH.

Buongiorno, venerdì 25 ottobre ho avviato una sessione di live casino sulla piattaforma Medialive e in particolare ho giocato a Blackjack live. Ho effettuato una sola puntata di 250€, il problema è che il software mi ha chiesto se io volessi chiedere carta, "stare", "splittare" o raddoppiare ancora prima che il dealer avesse finito di dare le carte. Per questo motivo, io con '11' in mano non ho potuto nemmeno chiedere carta (avrei fatto 21) perchè ormai il tempo canonico per la scelta di chiamare carta, stare etc. era finito! Questa cosa mi provoca molto fastidio sia perchè mi sono stati sottratti 250€ ingiustamente ma anche perchè avrei avuto una buona probabilità di vittoria con un '21' in mano (il banco mi sembra avesse 9). Vi chiedo di aiutarmi gentilmente, perchè o il casino in questione, o la piattaforma Medialive devono rimborsarmi! L'ID della sessione sul casino è 275039499 mentre il Ticket AAMS è N5EEB211BF3804UH.

Dear ceeerneee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Is it possible to confront the casino live games provider Medialive?

Dear ceeerneee, while contacting the game provider directly may be an option for you, we as mediators communicate solely with the casino representatives. To ensure we have a strong foundation for any potential mediation, we kindly ask that you provide as much evidence as possible related to your case.

Therefore, please send me any screenshots, videos, or your game history in Excel format showing the exact time of the incident, along with any relevant correspondence you've had with the casino. You may email these materials to veronika.l@casino.guru. Once we have these details, we’ll be in a better position to assess and assist with your case.

Thank you for your cooperation.

I sent you an email. They say, everything is ok from their part. This is a scam!

Unfortunately, in order to proceed with the investigation, we would need additional evidence from you demonstrating that the software error, which led to your hand being lost, was caused by a fault on the provider’s side and not due to a technical issue on your end.

If you can provide more screenshots or communications with customer support that clearly show the issue originated from the casino platform itself, please send them to veronika.l@casino.guru. This will help us assess the case more thoroughly.

Thank you for your understanding.

Dear ceeerneee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Your reply doesn't make any sense. Am I supposed to record myself while gambling? Am I a gambling streamer? How can I prove that? My eyes talk for my experience, I lost 250€ for someone's mistake and you don't want to confront them.

I apologize, but our ability to assist as mediators is limited without sufficient evidence to support our investigation. Please understand that in this case, the casino claims your bet was processed correctly. If you disagree with this statement, you would need proof to demonstrate that it was not settled properly and that you are eligible for a refund. Unfortunately, without any videos, screenshots, or your gaming history showing the discrepancy, we are unable to assist further.

In such cases, I recommend contacting either the gaming provider or the licensing authority of this casino for further assistance.

Given the reasons outlined above, this complaint will now be closed as rejected. I’m sorry we could not be of more help on this occasion. Please do not hesitate to reach out to us if you encounter any issues with this or any other casino in the future.

Best regards,

Veronika