A9Play Casino - Player experiences technical issues during live gaming.

Greetings CasinoGuru, I would love to hear the insights from your experts on the issue that I faced. I feel like the casino operator interrupt my bets on live Blackjack. I thought it was my internet connection problem then I tried to connect to wifi, the same thing happened. I placed a bet early on Ezugi BJ, it got rejected and the streaming started to have bug. The same thing happened when I place a bet on PP BJ, even though it has stated that bets accepted and the bet placed on 8 seconds left betting time. When I try to reload to homepage, no bugs. Isn’t it illegal for operators to do so?

Thankfully I did screen record.

Hello glllbrt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Hello glllbrt,

Did you receive back the bet amount or it was deducted? Is it visible in your betting history?

Hi Nick, unfortunately I’m unable to login to their website anymore after I voice out my complaint through their customer service popup chatbox.

In accordance to the email that I sent, may I please have the guaranteed anonymity of my account? Perhaps I could have a change to my username and request the reply that has links above to be not available to public.

Hello glllbrt,

Your previous post is now sensitive not visible by the public. Would it be possible to request your gaming history from the time of the incident to see whether the bets were returned to your account or deducted? Do I understand it correctly that the casino has blocked your account? Did you have any remaining balance there?

Dear glllbrt,

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.