The player from Italy reported issues with the Medialive platform during a live Blackjack session on October 25th, where the software prematurely prompted him to make a decision, resulting in a significant €250 bet being lost unfairly. He requested assistance for a possible refund due to this malfunction. The Complaints Team informed him that without sufficient evidence to support his claim, such as screenshots or game history, they were unable to assist further. Consequently, the complaint was closed as rejected due to the lack of supporting documentation.
Planetwin365 Casino IT - Player's bet has been confiscated due to a software error.
Amount: €250
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 days ago
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3 weeks ago
Translation
Hello, on Friday, October 25th, I started a live casino session on the Medialive platform, specifically playing live Blackjack. I placed a single bet of €250. The problem is that the software asked me if I wanted to "hit," "stand," "split," or "double down" even before the dealer had finished dealing the cards. Because of this, with '11' in my hand, I couldn't even request another card (which would have gotten me to 21) because the standard time for making the decision to hit, stand, etc., had already expired! This is extremely frustrating because not only was €250 unfairly taken from me, but I also would have had a good chance of winning with a '21' in my hand (it seemed the dealer had 9). Please assist me kindly, because either the casino in question or the Medialive platform needs to refund me! The session ID on the casino is 275039499, and the AAMS Ticket is N5EEB211BF3804UH.
Automatic translation:
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3 weeks ago
Dear ceeerneee,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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3 weeks ago
Dear ceeerneee, while contacting the game provider directly may be an option for you, we as mediators communicate solely with the casino representatives. To ensure we have a strong foundation for any potential mediation, we kindly ask that you provide as much evidence as possible related to your case.
Therefore, please send me any screenshots, videos, or your game history in Excel format showing the exact time of the incident, along with any relevant correspondence you've had with the casino. You may email these materials to veronika.l@casino.guru. Once we have these details, we’ll be in a better position to assess and assist with your case.
Thank you for your cooperation.
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3 weeks ago
I sent you an email. They say, everything is ok from their part. This is a scam!
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2 weeks ago
Unfortunately, in order to proceed with the investigation, we would need additional evidence from you demonstrating that the software error, which led to your hand being lost, was caused by a fault on the provider’s side and not due to a technical issue on your end.
If you can provide more screenshots or communications with customer support that clearly show the issue originated from the casino platform itself, please send them to veronika.l@casino.guru. This will help us assess the case more thoroughly.
Thank you for your understanding.
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1 week ago
Dear ceeerneee,
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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1 week ago
Your reply doesn't make any sense. Am I supposed to record myself while gambling? Am I a gambling streamer? How can I prove that? My eyes talk for my experience, I lost 250€ for someone's mistake and you don't want to confront them.
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2 days ago
I apologize, but our ability to assist as mediators is limited without sufficient evidence to support our investigation. Please understand that in this case, the casino claims your bet was processed correctly. If you disagree with this statement, you would need proof to demonstrate that it was not settled properly and that you are eligible for a refund. Unfortunately, without any videos, screenshots, or your gaming history showing the discrepancy, we are unable to assist further.
In such cases, I recommend contacting either the gaming provider or the licensing authority of this casino for further assistance.
Given the reasons outlined above, this complaint will now be closed as rejected. I’m sorry we could not be of more help on this occasion. Please do not hesitate to reach out to us if you encounter any issues with this or any other casino in the future.
Best regards,
Veronika
