Live Blackjack Grande Forces me to reload page constantly

[Nospheratu]

It has become a constant occurrence now that when entering a table a message pops up "reload/close this page", in many cases it will keep happening over and over so that it isn't even possible to play on the table. I've contacted customer support but they have been unhelpful, unknowledgeable and uninterested, and contacting me back at my email about the issue as supposed to didn't happen at all. The software used to work mostly fine in the past but now it's a ton of hassle and all you're told is basically "sorry can't do anything" and "deal with it". Very dissappointed by all of this.

[Nospheratu]

Almost 4 months now and the issue is classified as "new", neither Unibet nor Evolution Gaming have solved anything. The screen goes black with the 

[JeppeL]

Sorry about that @Nospheratu, handling of the bug section has been lacking a bit over the last months and I apologize for that. Would it be possible for you to post a screenshot where the described problem happens along with some information about which device you're trying from and the operating system used?

Thanks,

Jeppe

[Nospheratu]

The visual screen quality deteriorates and sometimes it just stays black (when clicking on another window and then returning to the BJ client, like a refreshing issue). Sometimes it goes black but with a loading symbol in the middle instead and after that i get disconnected from the software. Very dissappointed with the (lacking) response, Unibet/Evolution Gaming should at the very least know about software-related problems in interacting with their client even if nothing has been solved.

 

Edit: didn't see your post @JeppeL. It just happened now but i forgot to take the screenshot will try again. The system is Galaxy Tab S3 Model SM-T820 Android V 7.0. I think those are the main specs.

[JeppeL]

Thanks @Nospheratu, I'm not sure why a case wasn't created by one CS agent in question after you gave him the screenshot, but I do apologize and I'll do something to make up for it once we have the error fixed!

I fetced the screenshot from the chat you had, but just want to be sure: this play is from an Android phone? Is it possible for you to provde which version of Android your phone is using? I know the Casino team will ask for that once we create the case..

/Jeppe

[JeppeL]

@Nospheratu Alright, so first this happens:

The visual screen quality deteriorates and sometimes it just stays black (when clicking on another window and then returning to the BJ client, like a refreshing issue). Sometimes it goes black but with a loading symbol in the middle instead and after that i get disconnected from the software.

And then you reload the page and get the message to leave the game or reload the page?

[Nospheratu]

The screen becoming black if i go back-and-and fort happens with Samsungs standard internet browser, the visuals deteriorating on both Samsung browser and Dolphin Jetpack. I don't reload the page when the black screen with loading circle happens, that is a different type of issue, but what both of them have in common is that i'm being disconnected from my current session: one by clicking that close/reload option and the other by waiting through the loading process. I don't think it's actually loading process in the real sense but more of a display of disconnectivity having taken place...

[JeppeL]

Thanks @Nospheratu, I've created the case now for the technical team to check on - I'll get back to you if they ask for any other kind of information!

[RayL]

@Nospheratu, just had word back from the devs over at Evolution and the issue seems to be tied exclusively to your local Internet connection and the frequent drops in service which result in the errors mentioned above:
"It is important to note that the mentioned by the customer incidents are not related to device performance in any way, the main and the only reason of the occurrences were frequent Internet connection drops and issues on client's side."
I do apologies for the long waiting times experienced for an answer. 
Another piece of information we managed to find out is that the issue is in no way related to the device used. I've sent you vie e-mail a document explaining some features and settings that you can keep an eye on when using a device to avoid such errors, but ultimately it was traced back to the instability of the Internet connection.
Let me know if there is anything else you would like us to look into or investigate for you.

/Ray

[Nospheratu]

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@Nospheratu wrote:

It has become a constant occurrence now that when entering a table a message pops up "reload/close this page", in many cases it will keep happening over and over so that it isn't even possible to play on the table. I've contacted customer support but they have been unhelpful, unknowledgeable and uninterested, and contacting me back at my email about the issue as supposed to didn't happen at all. The software used to work mostly fine in the past but now it's a ton of hassle and all you're told is basically "sorry can't do anything" and "deal with it". Very dissappointed by all of this.

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I've been in contact with the Internet service provider and got myself a new router but the problem still persists, didn't really notice that anything improved in particular. They also re-started the Router from their end but still nothing. 

Oh and that mail you sent it never reached me.