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Shadee Rank 2
Rank 2
7 REPLIES 7
Shadee Rank 2
Rank 2
Shadee Rank 2
Rank 2

Ok, some strange happend. Had written a response but i vanished. I will try again.

I was playing live blackjack and when I got 11 I didnt get a chance to choose. The dealer first placed wrong card at my place and then skipped my turn. I appently stopped on 11. Your support said I lost connection but that is a lie.

I want theoney I lost on the hand back to my account.

 

 

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VikingsAF Rank 21
Rank 21

Hey @Shadee Welcome to the community,

If you can already place the time of this happening here and all other relevant info (I don't know if BJ has hand numbers or so), that will make the life of the moderators a lot easier Smile

@Ray-Unibet @Jeppe-Unibet

 

I see now that the circumstances of ones birth are irrelevant... It is what you do with the gift of life that determines who you are.
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Moderator
Moderator

Hi @Shadee, welcome to the Community Smile @VikingsAF, cheers for the tag!
We would be glad to have a second look at your bet and at any errors that happened, however we would need a bit more information in order to do so. Usually what we request is a screenshot of the hand in question if possible or a 5 minute timeframe in which the error happened. Another info that might help us localize the hand in question is a Hand ID from your betting history, this is found under "Account" ==> "History", here you will be able to localize the hand in question.
It does happen that players loose connection with the betting platform though, in which case no money is taken from your account. In any case we are waiting for the info requested above so we can have a closer look at what happened.

/Ray

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Shadee Rank 2
Rank 2

Hi @Ray-Unibet! Thank you for the welcome.

So what happend was that I was playing live Blackjack and got 11 dealt to me. The dealer then placed a 3 (i think) on my hand when it wasn't my turn. I objected in the chat and the dealer acknowledged the misstake and moved the card to the player sitting to my right. Then he skipped me and dealt to the players on my left and then to himself. I objected again because I dit not get the chance to act and the dealer said something like "ok, something happend but the support will take care of it". When I didn't get any help (other than live support claiming I lost connection) or got my money back I stopped playing and withdrew my money.

I have reference number to the hand. It was either my last och second last hand I played.

2018-12-31 03:08:12               5451160544428111870

2018-12-31 03:06:00               5451160544391081870

It was an english table with minimum 100 SEK to play.

/Shadee

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Moderator
Moderator
Cheers for the additional info and for the broad explanation @Shadee Smile. I've sent this to be looked at by our Casino Experts and by our Live BlackJack provider. I'll let you know what's up as soon as I receive an answer.

/Ray
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Moderator
Moderator
Hi @Shadee, I've just received word that your refund has been re issued on your account. Apologies for the inconvenience caused by this and thank you for contacting us to resolve it. Do let us know if there's something else we can do for you.

/Ray
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