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I was not paid on a winning blackjack hand. bet was $45 and my winnings should have been $90. They didn't pay and refuse to pay. They said I stayed on a 9. which isn't the case and the video shows that the card was delt and it was a 19 vs dealer 18.

Dear trevorshaw7,

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 along with any relevant communication to petronela.k@casino.guru?

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.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Unfortunately, i dont have the video they do. I do have communication with them where they claim they were not wrong and try to tell me i stayed on a 9 when the dealer delt the cards to a 19.

Could you please forward your game history and specify the game round? My email address is petronela.k@casino.guru.

Dear trevorshaw7,

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.

Sent

Forwarded communication from the player:

Hello Trevor,

Thank you for contacting the Casino Team. We really appreciate having you as one of our valued customers.

To better assist you with your Live Dealer casino inquiry, we do need a few more details. Please provide us with the following info:

The name of the game you were playing

Time and date when the issue occurred

Name of the dealer

Round ID

A detailed explanation of what happened

*Please remember that when playing at the Live Dealer Casino, there is a chat window for you to use in case you have any issues with the game. In the future, please take advantage of the chat window to bring any problem to our attention when it occurs.

Thank you very much for your cooperation with this matter. Once you send us the information above, we will be able to look into this further.

In the meantime, do not hesitate to contact us if you need help with anything else.

Best regards,

WPN Support

Thank you for reaching back to us.

As per the Casino department replied to us:

We have checked our logs and can confirm there were no technical issues, misdeals nor other players’ similar complaints regarding this game, rather it can be seen he properly chose his actions on Hand 3 (STAND on 9), as he diverted from Basic Strategy—Unfortunately, he lost.

We are sorry for this inconvenience, please bear in mind that our casino software is not selective, and the outcome cannot be manipulated. We have a vested interest in providing a fair and safe gameplay environment for all our players.

Please let us know if there is anything else we can do for you.

Kind Regards

Thank you, trevorshaw7, for the forwarded communication. I can see that you received already an official report of the game and the investigation of your case has been completed already.

I'm sorry but I still haven't received the game round number or your game history. Have you requested it from the casino directly, please?

Okay ill request

Hello trevorshaw7,

Have there been any developments since our last conversation, please? 

Dear trevorshaw7,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.