Your hand history does not match mine. Do you not acknowledge the server outage on 10/11? Your servers, and presumably, your database were down for a good 20 minutes. The hand was being played on a live dealer table. I assume, that with your DB and Server being down the live table API could not contact your db. Is this not the case? The hand I am describing to you, and the hand I brought up in the dealer chat with the supervisor is not in the hand history. It happened the exact same time as the servers going down, so you ofcourse will 'have no record' of it.
Hi firecasey,
We have searched for all of your hands - including the one you referred to specifically - in two locations:
a) our own game account server databases, and
b) the live dealer casino database.
1. In order for a live dealer hand to begin, first a request must be made to our game account server. The hand cannot be dealt unless a response is received from the game account server. Therefore, the beginning of every hand is logged in both databases.
2. While the live dealer hand is in play, there is no further communication between the live dealer server and the game account server, unless an additional bet is made during the hand (such as a split or a double in blackjack). The only communication comes once the hand is complete, to report the result. If a split or double is requested and the live dealer casino does not receive any response from the game account server, then it logs an error.
3. At the end of the hand, if the live dealer server cannot report the result to the game account server then an error is logged. Also, it continues to retry and until it gets a response.
4. At our game account server, if there is an open live dealer bet that does not have a result, the game account server will poll the live dealer casino every 60 seconds until a result is received.
In your case, there were no errors logged, and all bets had proper results. That is - every single hand that begun was properly settled. Hypothetically, if the game account server was offline for any period of time, it wouldn't matter as the hand would be properly resulted once it was back online.
Every single hand you bet has a proper result. You do not have any bets that started but were not completed. This means that for each bet, either a) the bet properly received a result, or b) the funds were never removed from your account and the hand never took place.
Also, we have sent you a full log from the live dealer casino, which operates completely independently of the game account server.
We specifically have built in many safety nets, so in case any service goes down, user accounts will not be affected and no players will lose any money.
I understand that you may choose to take your play to another casino, but I would like to make it clear that we conducted a full investigation and every single bet you placed was properly resulted and no funds at all are missing. Every single bet is accounted for. Every bet that was initiated from your account - every chip that was used from your account - was properly settled and resulted. It is not possible that any funds are missing from your account. The only other option is the bet was never properly started in which case the funds were never taken from your account to place the bet.
You mention that your logs do not match the logs we sent you - which logs are you referring to on your end? If you can send them to us, we will analyse them, and if you have a game ID then we can put this to bed very quickly. However like I said, it is impossible that any funds are missing from your account.
Regards,
Cloudbet
