Hello

I've been talking with Eurobet customer support representatives for couple of days now, but seems like they don't even want to answer my questions so I have no other choice but to post here and to Casino Meister to ask for opinions.

I was playing blackjack (yes I know, it's a bad game to play) in the live casino section of Eurobet's webpage, when a hand came up where I was dealt an ace and a king for a blackjack, and the dealer was dealt a six. Now, everyone who knows anything about the game of bj knows that this is an automatic winner. For some reason or other, the game was halted and didn't go onwards, the live dealer was just sitting there doing nothing, and I could hear a conversation between the dealer and whom I suppose was the pitboss/supervisor. After about 15 minutes of waiting, a message popped up on the screen saying "The hand has been cancelled, all bets are returned to the players", and the dealer scoops up the hands and proceeds to ask for new bets.

At this point I jumped to the chat and asked for a pitboss. I then told the pitboss that I assume I will get paid for the blackjack dealt in the last hand, and for some debate the pitboss said that he would do it if I just gave him some time. After 15 minutes I went back to ask if anything has been done, and the same pitboss told me that "30 more minutes" would be needed.

After 3 hours and no payment I went back to the table chat, and talked with another pitboss, who didn't know the hand in question but looked it up in the logs. He told me that there had been a payment made for $25+$12,5 (the bet was $25) and told me to contact customer support asap if I didn't see the money. I then send a message to customer support and asked them to check out what's wrong with the paymentsystem, and got a response that "as the hand in question was voided, no payments will be made on hands and the original bets have been refunded". I then tried to explain them what had happened, what the pitboss said and why I think I should get paid (because I had nothing to with the problem, and it was clearly seen that my hand was a winner), but only got automatic responses of "we can't do nothing, we've done everything that we can".

I will now need to consider if I want to give a place like this my poker mgr or if I maybe want to go to another room to play.

Am I being a jerk here, fighting for not so much about the money but the principle?

i'm not sure I understand this:

So what you are saying is, you were playing internet blackjack with a live dealer? My brain is melting...

Yes, just wanted to see if it's countable or not (it's not).

please explain to me how a living, breathing dealer has anything to do with internet BJ.

and also, did they tell you why the hand was cancelled?

can someone please explain before i hurt my brain trying to figure it out alone?

I kind of don't understand your question... Eurobet has a "live casino" in their page where it's possible to play roulette, bj and baccarat with a system where you see the real living dealer doing the motions (dealing cards, spinning the wheel etc) and they have some kind of recognicing system for the cards etc.

I didn't get any explanation on why the hand was cancelled, nor who made the final decision to cancel the hand. The only information I got was that "The hand was voided and bets returned".

nope you understood my question very well. thanks for the explanation. i dont really have any comment on your original post. stuff happens when you gamble on the internet, i don't see how anyone could ever fully trust an internet casino.

I don't think you are being a jerk here OP, and I wouldn't give up the fight on principle.

Email them with links to this forum post (and the one at CM if there is one) and point out that their stubborness and unfairness is costing them more than $25+$12.50 in bad PR.

I'd also take my MGR elsewhere if I were you.

Doesn't sound like its a good idea to leave anything on this site. I'm sure their terms allow for the cancelling of a hand like that but that doesn't mean they can't pay you $37.50. Wonder if they can void a poker hand....

Get a hold of the pit boss or email customer service with his comments attached & see what they say.