Bridgetbermuda
Bridgetbermuda
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September 21st, 2019 at 6:55:07 AM permalink
Hello, I'm hoping someone on here can give me some advice. I have been playing blackjack on borgatas app on my android phone. Every time the phone rings, or I receive a text, whatever bet I just made gets stuck or frozen and I can't continue the hand. It just disappears and reloads to a new game with the funds missing.
I have emailed and called the borgata so many times now over the last 2 weeks. So far all they have done is released the funds for ONE hand, when it's over 20 that in missing. I don't know what to do. They have told me all kinds of troubleshooting methods and they didn't work, and now they keep saying tbe same thing over and over: my issue is "escalated to the appropriate team". I live near the borgata and I will go there in person if I have to. But I feel like I'm being ignored and in never going to be the funds back. It's not fair, I didn't even get to see the cards. Anyone experienced the same thing ??
heatmap
heatmap
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September 21st, 2019 at 8:00:27 AM permalink
Quote: Bridgetbermuda

Hello, I'm hoping someone on here can give me some advice. I have been playing blackjack on borgatas app on my android phone. Every time the phone rings, or I receive a text, whatever bet I just made gets stuck or frozen and I can't continue the hand. It just disappears and reloads to a new game with the funds missing.
I have emailed and called the borgata so many times now over the last 2 weeks. So far all they have done is released the funds for ONE hand, when it's over 20 that in missing. I don't know what to do. They have told me all kinds of troubleshooting methods and they didn't work, and now they keep saying tbe same thing over and over: my issue is "escalated to the appropriate team". I live near the borgata and I will go there in person if I have to. But I feel like I'm being ignored and in never going to be the funds back. It's not fair, I didn't even get to see the cards. Anyone experienced the same thing ??



If the blackjack that you are playing was a virtual blackjack as in there is not a live dealer, I do not believe this is possible at least from what I’ve seen. A live dealer would be out of my realm of knowledge though. Any more info would be needed such as at least that information...
FleaStiff
FleaStiff
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September 21st, 2019 at 8:32:23 AM permalink
I don't think you are being ignored, the Borgata doesn't have that luxury, unlike some online casino that exists somewhere in cyberspace.
michael99000
michael99000
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September 21st, 2019 at 9:28:01 AM permalink
Quote: Bridgetbermuda

Hello, I'm hoping someone on here can give me some advice. I have been playing blackjack on borgatas app on my android phone. Every time the phone rings, or I receive a text, whatever bet I just made gets stuck or frozen and I can't continue the hand. It just disappears and reloads to a new game with the funds missing.
I have emailed and called the borgata so many times now over the last 2 weeks. So far all they have done is released the funds for ONE hand, when it's over 20 that in missing. I don't know what to do. They have told me all kinds of troubleshooting methods and they didn't work, and now they keep saying tbe same thing over and over: my issue is "escalated to the appropriate team". I live near the borgata and I will go there in person if I have to. But I feel like I'm being ignored and in never going to be the funds back. It's not fair, I didn't even get to see the cards. Anyone experienced the same thing ??



So the hand is playing out while your phone is frozen ? And then your balance when you log back in reflects the results of that hand?

Just hard to understand how it happened 20 times and every single time resulted in a losing hand.
FleaStiff
FleaStiff
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September 21st, 2019 at 9:34:55 AM permalink
Quote: michael99000

So the hand is playing out while your phone is frozen ? And then your balance when you log back in reflects the results of that hand?
Just hard to understand how it happened 20 times and every single time resulted in a losing hand.

I don't think that is what has been happening,
Zcore13
Zcore13
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September 21st, 2019 at 2:02:58 PM permalink
The casino has to have protections against someone rage quitting when they get bad cards. I would think the hand could remain active and suspended until the user logs back in, but if it's a multiplayer table, maybe not. Something seems fishy about it though.


ZCore13
I am an employee of a Casino. Former Table Games Director,, current Pit Supervisor. All the personal opinions I post are my own and do not represent the opinions of the Casino or Tribe that I work for.
FleaStiff
FleaStiff
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September 21st, 2019 at 3:06:42 PM permalink
Quote: Zcore13

Something seems fishy about it though.

Given the publicity about different Android versions, some of them counterfeit, I would look at the phone first.
ChumpChange
ChumpChange
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September 21st, 2019 at 3:21:46 PM permalink
Play on a wi-fi tablet. Maybe use the phone as a hotspot.
Dalex64
Dalex64
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September 21st, 2019 at 4:13:06 PM permalink
Use a do not disturb setting, or as long as you are using WiFi and not data, go into airplane mode with WiFi on.

If you have to be able to take texts and calls while playing, then I agree that getting an inexpensive tablet would be a good way to go.
ChumpChange
ChumpChange
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September 22nd, 2019 at 9:52:25 AM permalink
Cast the game onto your newer TV so your eyes don't go out staring at a phone for half an hour.
Gandler
Gandler
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AxelWolf
September 22nd, 2019 at 4:10:18 PM permalink
Every hand you play has a unique transaction ID, usually in the bottom left corner. Record all transaction IDs, and send them to Borgata explaining what happened. If they refuse to do anything, send the information to the NJ gaming commission, and it will be quickly solved.
Bridgetbermuda
Bridgetbermuda
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September 26th, 2019 at 6:19:45 AM permalink
The hands aren't played out. They are unfinished. As a matter of fact there is s section called "recently played" and I can see all the unfinished hands there. There's a lot.
Borgata app used to say "you have an open hand" and let you go back to it. But ever since the update, this has been happening instead. I posted this days ago and still nobody at borgata is helping me.
Bridgetbermuda
Bridgetbermuda
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September 26th, 2019 at 6:22:48 AM permalink
No, the hands are left unfinished and I'm told by borgata support that the funds are stuck. They had me clear my cache and browsing history. I've even reinstalled the app and nothing works.
Bridgetbermuda
Bridgetbermuda
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September 26th, 2019 at 9:10:42 AM permalink
Very fishy.. what's even weirder is they somehow were able to unstick one hand and sent me an email telling me it was fixed LOL thank God I saved all the screen shots . But if they can unstick one hand, why not all.of them ?
sodawater
sodawater
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September 26th, 2019 at 3:30:43 PM permalink
In case of connection interruption, the hands should be suspended until the player logs back on to complete it.

What sounds like is happening is that the bet and hands are suspended, but the hands don't come back up for play. This is an obvious bug in the app if that is the case.

I play on two other NJ casino blackjack apps (not Borgata) and when my play is interrupted, the hand is resumed flawlessly when logged back in.

If Borgata doesn't help you with the issue, send an email to info@njdge.org with as much documentation as you can. Your username, game played, bet size, bet ID #s, any screenshots that you have. You will be surprised how quickly NJ casinos respond to previously ignored messages once you email the DGE.

Finally, I have noticed that Borgata's mobile apps are much more buggy than other options, so once this is resolved I'd recommend playing on a different casino's app.
sodawater
sodawater
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September 26th, 2019 at 3:34:15 PM permalink
Quote: Zcore13

The casino has to have protections against someone rage quitting when they get bad cards. I would think the hand could remain active and suspended until the user logs back in, but if it's a multiplayer table, maybe not. Something seems fishy about it though.


ZCore13



In NJ when someone times out of a live dealer multiplayer table on his action, the default action is to stand. Which is terrible...and why I do not recommend playing multiplayer blackjack online. It's the same rule as live dealer UTX, you could get two aces and if the connection drops you will check the hand down and then fold the river by default.
Bridgetbermuda
Bridgetbermuda
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September 26th, 2019 at 3:44:02 PM permalink
Thank you so much for this info! I'm giving them one more day and then I'll email that address.
Bridgetbermuda
Bridgetbermuda
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September 27th, 2019 at 9:03:50 AM permalink
What casino apps do you recommend ?
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