888 Casino - Player’s game issue has not been resolved.

I was playing Casino Holdem on 888 casino,I had play for a couple of hrs an on a losing streak,On my last bet,I bet my valance,I put €125 euro on the AA Bonus bet and €18 on the ante,

My first 2 Cards was AA and another A on the Flop,3 of a Kind which should pay 7x125+my 125 bet = 1000.

When I called the screen Frooze and I thought I list connection,I didn't to replay hand and contacted Customer Support.

After 5 days I was told te following

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Dear Mervyn John,

Thank you for contacting us. My name is John, Member Support Representative and I am happy to assist you today.

Mervyn John, upon checking on this case I can see that we already had an update about this and advise as well.

However, upon checking you had an 3 of a kind but in order to win you must call to win the AA. Unfortunately you did not "call" that's why you received 36EURO only from betting on Ante only.

If you require further assistance with this or any other matter, please feel free to contact us.

Kind regards,

John M

Member Support Representative

As he stated I received €36 which would correct as the dealer did not qualify,But to receive €36,I would've called or I would have no winnings.

I have included pictures of the Hand.

I hope you can assist me as I message back explaining my case with no response

Dear mjg1970,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, games sometimes crash and casinos usually have no influence over game errors that could occur.

Do you have any screenshots or video recording confirming you experienced this issue? Do I understand correctly that the result of this bet has not been recorded in your game history?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear mjg1970,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.