GemBet Casino - El jugador informa un problema técnico que influye en el juego.

Was playing blackjack in their provider creed roomz, however on a huge hand that I have, I split the 2s agains a 5, giving me a soft 13 on one hand a 12 on the other, I click on double on soft 13 but it didn’t allow me , note I had more than enough balance. Subsequently dealer ending up not busting due to me able to double or at least hit a soft 13 vs a 5. Played next hand and showed dealer would have busted.

Dear scammedbygembet,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issue you encountered while playing blackjack in the Creed Roomz provided by the casino. To better understand the situation and assist you effectively, could you kindly provide more information regarding the following:

• Can you specify the date and time when this incident occurred?
• Did you encounter any error messages or notifications when attempting to double down on the soft 13 hand?
• Are players permitted to double down or draw another card after splitting a hand?

Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru? 

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.

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.

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

Best regards,

Petronela

check your inbox

Hi scammedbygembet,

• Could you please confirm the amount that was refunded to you?

Please be aware that in the event of a technical glitch verified by the game provider, the casino's options are limited to refunding funds from the affected hand.

Thank you.

Dear scammedbygembet,

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.

Casino verified the glitch, but does not void the entire hand and hand was supposedly suppose to win, however this eventually cost me $6000 but only refunded 1/3 . This just seems like a huge scam.

Hi scammedbygembet,

Could you please confirm the amount of your initial bet? According to the forwarded screenshot, it was $2,000. Is that correct?

When you split your hand, you had to match $2,000, bringing your total bet to $4,000. When you attempted to double down on soft 13, your third bet of $2,000 wasn't accepted, correct?

So, if I understand correctly, your overall bet amounted to $4,000. Was only $2,000 refunded?

Thank you.

Yes, only $2000 was refunded. Total bet that hand was $4000.

Thank you very much, scammedbygembet, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello scammedbygembet,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite GemBet Casino to join the conversation and participate in the resolution of this complaint.

Dear GemBet Casino,

Can you please explain why only half of the player's entire bet was refunded?

Kind regards,

Adam

Hello again scammedbygembet,

The casino has informed me that this situation is being investigated in collaboration with the game provider, so we will allow some time while we await further information.

Kind regards,

Adam

Thank you

Dear GemBet Casino,

Can you please provide us with an update on the situation? Has there been any further information from the game provider?

Kind regards,

Adam

Hello scammedbygembet,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask GemBet Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hello scammedbygembet,

The casino has requested more time to respond as they are still looking into the situation.

We will therefore allow one more extension of the timer, in the hope that a resolution can still be achieved.

Kind regards,

Adam

Dear scammedbygembet,

I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam