The player from Russia had engaged in a game of blackjack, where he should have won and received $200. However, the casino had canceled the round and he only received $100 back, still missing the additional $100. The Complaints Team had explained to the player that the casino had acted within its rights, as they reserved the right to void rounds and bets in case of a technical issue. They also confirmed that the player's bet had been returned to his account. The Complaints Team had extended the time for the player to respond but due to the lack of response, the complaint was rejected.
Duelbits Casino - Player's Blackjack winnings were not paid out.
Amount: $100
Duelbits Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
I was playing blackjack on duelbits with $100, I got a 19 and the dealer was showing a ace. I then declined insurance, the dealer then flipped over a 7 giving him 18. So I would of won but instead the casino canceled the round and gave me my $100s back but I should of gotten $200. I am looking for my other $100.
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9 months ago
Dear bennethousman4,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Kindly be aware that if a round has been canceled and your bet has been refunded to your account, the casino has acted within its rights. While I acknowledge that this may not be an ideal scenario, it is important to note that in the event of a technical issue, the casino reserves the right to void rounds and bets. This is precisely what occurred, and your bet was successfully returned. If, however, your bet did not return to your account following the round cancellation, we would certainly make efforts to assist you. Fortunately, that is not the current situation.
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.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
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9 months ago
Dear bennethousman4,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
