The player from Singapore had encountered a glitch while playing blackjack in the casino, which had prevented him from doubling on a soft 13, despite having a sufficient balance. The player had claimed that this error had influenced the game outcome and resulted in a loss of $6000, but the casino had only refunded $2000. We had engaged with the casino to understand the reasons for only refunding half of the player's bet, but the casino had failed to provide a further response. As a result, the complaint had been marked as 'unresolved', and the player had been advised to contact the Gaming Curacao Authority for further assistance. Eventually, after further discussions, the casino had agreed to refund the additional $2000 bet, resolving the issue to the player's satisfaction.
GemBet Casino - Player reports technical issue influencing gameplay.
Amount: 2,000 $
GemBet Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
Dear scammedbygembet,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Adam M
