nice one Evolution & 888

[Unclefester]

Yesterday afternoon while playing at 888's live casino VIP blackjack table I experienced a technical fault.


I was following basic strategy and selected to split a pair of 7's .... but the dealer didn't receive this decision and I lost the hand.

Acting upon my request, Evolution's online Live Support team quickly confirmed the 'irregularities' in the game round...




... and said they would pass the game info

to the next level of support

This morning I received an email from 888 casino acknowledging the fault and that they had refunded the bet + credited my account with £75.





Nice one! ... Thanks 888

[Unclefester]

I was left thinking how much more drawn out the process would have been at Playtech ... and less fruitful at many casinos.

[LD]

£75 a hand Fester...raising the stakes!

Fast (and reasonable) responses to issues like this is one of the many things that separate the good casinos from those you don't want to have much to do with.

I haven't encountered too many issues like this. My biggest problem is not getting around to hitting/spitting/doubling etc because I'm messing around taking screen grabs or video etc...ie my fault.

re Playtech...where they do have it up on live dealer pure-plays like Evolution is their disconnection policy. Mind you, the only time this has come into play for me is when I intentionally disconnected to test it

[Unclefester]

I agree Playtech's disconnection policy is better (not the technical issue I experienced).


Although the way some players don't trust the live games and accuse the dealers of doing card tricks etc. .... I don't imagine those players are satisfied being told by Playtech dealers to continue their game in RNG mode.


There's a group of players at the William Hill tables with this mindset. The other day a player had just won both his blackjack hands including a substantial double down. The next round he had 15 on one of his hands and was already back to moaning in the chat how it was all fixed blah blah before the dealer had even finished dealing

[Unclefester]

I was left thinking how much more drawn out the process would have been at Playtech ...

In such instances at Playtech:

The dealer has to stop dealing and type a message to a CSR or Pitboss.

Then stop dealing again when they receive a response and send a message to the player, which is along the lines of ...

here is your game code for the round in question. Please contact your casino customer support with this code for further assistance

So typically as a player it is left to you to contact your casino and explain the issue. Your casino then presumably(?) has to contact Playtech with the game code and ask them to investigate the game logs to confirm you did try to split, hit etc.


Then finally your casino can decide what response/recompense to give.

[LD]

accuse the dealers of doing card tricks

Imagine the training program required to get all the dealers proficient at on-camera slight of hand card tricks before they graduate to the tables.

Playtech have Dynamo Magician Impossible running their dealer training.

At Evolution Gaming it's David Blaine

[Unclefester]

£75 a hand Fester...raising the stakes!

Well the VIP table minimum is £50...

but when you're the only player at the table you can be confident you will get any bonus cards in the shoe at Evolution ... as opposed to a dead card the dealer gets, burnt, or behind the cutting card at Playtech.

[Unclefester]

.
....so some method in my 'madness', that's the reasoning anyway