Drake Casino - Player has experienced a technical glitch while playing.

I made deposit for $500 and got bonus for $500. And as you know, there is a rollover requirement that I have to work my ass off. However, I was just going to bet in live blackjack small like 10, 15 and enjoy long time and I didn't really mind.

And all of sudden during the whole night the Casino didn't pay my winnings 7 times which I took all the picture of histories everytime it happened. For example, I had 870 and went big and bet 70. I doubled downed, got 21 which dealer had 20. So I was excited about $140 winning but my balance didn't change and stayed at $800. Very confused and stressed and frustrated, same thing was happening throughout whole game and I ended up not getting my total win amount of at least $510. I talked to live service and Nathan said he will issue this to game software team but since it's holiday, it will take time. So ok...

I still was just playing about 15 dollars bet, going up and down. And when I had like $828, I bet $15. (I attached picture, I am player 526661) I had two 3's for split chance and dealer was showing 4 so I decided to split them. And when I push the split button, weirdest thing happens and my $810 was just running out. Although my bet was only $15 showing on the picture, on the Bet, it said I bet $810 and I don't have enough money to split! Also my balance was showing as $8.28 What the hell's going on??!! I was so furious and angry that I came out to talk to live service again. I told them to read my email which had explanation and pictures of what's going on. And told them I am very frustrated and if I could just get my initial payment and leave since I rather play at elsewhere. However, supervisor named Richard was like they cannot refund money nor give it back to me untill software team takes care of glitch or whatever, so I kept telling them forget about all the winnings I didn't get paid, just give me my initial payment + whatever fee I paid. And Richard seemed very angry at me telling me I made deposit in good faith or something. And he was almost threatening me not to dispute it from my bank. OMG my payment was made to the Drake Casino because I thought I can trust this site? What is wrong with these people??? And they told me to wait until Holiday is over and they can take a look at it. But I want to get back my initial payment I made for not getting the right service I have. So can you help me? Should I just call my bank and dispute?

Dear s3rachang,

Thank you very much for submitting your complaint and for forwarding the relevant screenshot:

I’m sorry to hear about your problem. Could you please forward any relevant communication 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.

Lastly, in regard to the possibility of requesting a chargeback, I would suggest to chose it as your last resort as you may experience difficulties in the future in other gambling establishments too.

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

Best regards,

Petronela

Dear s3rachang,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.