22bet Casino - El jugador informa un error del sistema que provoca cargos incorrectos.

I'm here to complain about a situation that occurred in BGaming's Blackjack Multihand Pro 2 game.

I was playing 5 hands of €20 each. After losing that round, I tried to double the bet, but received an error message indicating that I didn't have enough balance to place the bet. However, my balance was debited by €120 without the play having been made.

When I checked the history, I saw that 3 hands of €40 each were recorded, plays that I never selected or made - my intention was just to repeat/double the 5 hands of €20.

I therefore ask that this situation be analyzed, as it is clearly a system error, and that the balance be adjusted/corrected accordingly.

I look forward to your feedback.

Venho por este meio apresentar uma reclamação relativamente a uma situação ocorrida no jogo Blackjack Multihand Pro 2 da BGaming.

Estava a jogar com 5 mãos de 20€ cada. Após perder essa rodada, tentei duplicar a aposta, mas recebi um aviso de erro a indicar que não tinha saldo suficiente para realizar a aposta. No entanto, o meu saldo foi debitado em 120€, sem que a jogada tivesse sido efetuada.

Ao consultar o histórico, verifiquei que ficaram registadas 3 mãos de 40€ cada, jogadas que nunca selecionei nem realizei — a minha intenção era apenas repetir/duplicar as 5 mãos de 20€.

Peço, por isso, que seja analisada esta situação, uma vez que se trata claramente de um erro de sistema, e que seja feito o respetivo ajuste/correção do saldo.

Fico a aguardar o vosso feedback.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

When trying the demo of the game https://bgaming.com/games/multihand-blackjack-pro-2, the game history with the round details can be found in the game's options.

• Do you have any proof that the game proceeded differently from the saved records?
• Have you confronted the casino with any evidence regarding the game round?
• Could you please share any evidence of your claims here or send the evidence to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

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Hello Tomas,

Thank you for your reply.

Regarding your questions:

I have checked the demo link you provided, but it does not display my game history with 22Bet Casino. I will attach a screenshot for your reference.

Unfortunately, I do not have independent proof of the issue since it was an unexpected error, and I wasn’t recording my screen at the time.

However, the game history inside my 22Bet account shows that three hands of €40 were registered, even though I never selected or placed such bets — my intention was to play 5 hands not even 3.

Since I cannot provide further evidence on my side, I kindly request if it would be possible for you or the casino provider to review the replay/logs of that specific game round in order to confirm what happened and verify that this was likely a technical error.

Please let me know if you need the exact date/time and round ID from my 22Bet account history to locate the session.

Thank you in advance for your assistance.

Thanks for your replies.

I apologize for any misunderstanding.

• Have you confronted the casino with this evidence already? Was it enough for the casino to launch an investigation?

Please let me know how the casino responded.

Hi!

Although they initially denied the issue and claimed everything was correct, I eventually received a refund in my account.

Thanks!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear lyrezzz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas