The player from Singapore had encountered a glitch while playing blackjack in the casino, which prevented him from doubling on a soft 13, despite having a sufficient balance. The player claimed this error had influenced the game outcome and resulted in a loss of $6000, but the casino only refunded $2000. We had engaged with the casino to understand the reasons for only refunding half of the player's bet, but the casino failed to provide a further response. As a result, the complaint was marked as 'unresolved', and the player was advised to contact the Gaming Curacao Authority for further assistance.
Was playing blackjack in their provider creed roomz, however on a huge hand that I have, I split the 2s agains a 5, giving me a soft 13 on one hand a 12 on the other, I click on double on soft 13 but it didn’t allow me , note I had more than enough balance. Subsequently dealer ending up not busting due to me able to double or at least hit a soft 13 vs a 5. Played next hand and showed dealer would have busted.
Thank you very much for submitting your complaint.
I'm sorry to hear about the issue you encountered while playing blackjack in the Creed Roomz provided by the casino. To better understand the situation and assist you effectively, could you kindly provide more information regarding the following:
Can you specify the date and time when this incident occurred?
Did you encounter any error messages or notifications when attempting to double down on the soft 13 hand?
Are players permitted to double down or draw another card after splitting a hand?
Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
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 cooperation and understanding.
Could you please confirm the amount that was refunded to you?
Please be aware that in the event of a technical glitch verified by the game provider, the casino's options are limited to refunding funds from the affected hand.
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.
Casino verified the glitch, but does not void the entire hand and hand was supposedly suppose to win, however this eventually cost me $6000 but only refunded 1/3 . This just seems like a huge scam.
Could you please confirm the amount of your initial bet? According to the forwarded screenshot, it was $2,000. Is that correct?
When you split your hand, you had to match $2,000, bringing your total bet to $4,000. When you attempted to double down on soft 13, your third bet of $2,000 wasn't accepted, correct?
So, if I understand correctly, your overall bet amounted to $4,000. Was only $2,000 refunded?
Thank you very much, scammedbygembet, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
The casino has informed me that this situation is being investigated in collaboration with the game provider, so we will allow some time while we await further information.
There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.
We would like to ask GemBet Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you do it on your own (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.