888Starz Casino - Player's Blackjack winnings are cancelled at 888stars.

On the 31st of January, I've played eight hands on Blackjack, from provider Religa absolute live gaming.

From those, two winning hands were cancelled.

Now I understand that some issues might lead to cancelled bets, but that always happens before you playing your hand. On my case, I played my hand, the cards were distributed, on both occasions I had the winning hand and the winnings weren't paid.

I've contacted the casino livechat.

First they told me the bets were cancelled before I played them which was a lie. I sent them the screenshot proof. Then they said that the winnings were paid.

Seeing that livechat wasn't being helpful, I've contacted a person who days before reached to me by email claiming he's my VIP casino manager. He replied saying that the bets were cancelled and that is the provider's responsability, so there's nothing they can do.

I have screenshots showing my hand vs the dealer's hand, classified as winner yet still appearing as cancelled. There's absolutely no reason why my winnings shouldn't be payed, however, 888stars is simply denying their responsability by not paying my winnings.

Funny that no losing bets were ever cancelled.

I have screenshots showing everything.

Dear pirateplh,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced while playing Blackjack.

• To assist you further, could you please provide us with more details regarding the specific hands that were cancelled?
• It would be helpful to know if there were any error messages or notifications displayed during the gameplay, and if there were any unusual circumstances surrounding these hands.
• Can you please clarify whether the bets were deducted from your active balance after the hand was cancelled, or if they were returned back?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi, Petronela

Thanks for helping with my case. To answer your questions:

More details about my hands:

• Both hands were winners. I placed a 100EUR bet, and everything went smooth, no error messages or anything unusual. As you can see on my screenshots, on one hand I had 17 and dealer busted on 26. On the second hand I had 18 and dealer stopped at 17. Other players were also playing on table. Not sure if there's more details I can provide besides this?

Were there any error messages or unusual circumstances?

• No, everything went normal, no error messages of bets cancelled. I played, dealer played and the outcome was a win for me. You can also see from the screenshots that the hands were played and the result was final.

Were the bets deducted or returned back:

• They were returned back, but the winnings weren't payed. The first time it happened, I considered it was me confusing my balance, but the second time I found it really weird. That's when I went to my betting log and saw my bets were cancelled without any motive.

Let me know if there's more details I can give you.

Thanks

João

Hi pirateplh,

I apologize for the negative experience you had. However, it's essential to mention that if your bets were refunded, there's limited action we can take. As you initially described, those two hands were cancelled, and it's unfortunate that they would have been winning hands for you. Nonetheless, such occurrences occasionally benefit players as well, not just the casinos.

Regrettably, since both bets were returned to you and both hands were completely cancelled as if they never occurred, there's little we can do.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.