All casino players have their personal favorites amongst the casinos they have played at. It might be because they hit that jackpot once that paid for a week in Hawaii, it could be the hot dealers at the live blackjack tables or it’s the feel of the software that keeps you coming back to the same casino every time you play.
In my case I keep coming back to my favorite live dealer casino because of the following three reasons:
- They are using the Evolution Gaming platform which is the best one out there, in my opinion that is.
- They are also offering sports betting which means I won’t have to move money between sites to bet on sports.
- They have great customer support.
So which live dealer casino could I be talking about? It’s the Ladbrokes.com Live Casino obviously. These guys have always been treating me really well and one experience that I had lately made me realise even more that this is by far my favorite live casino on the internet.
Let me tell you what happened. I was sitting at the blackjack table betting on multiple boxes (three to be exact) and my bets varied between €100 and €200 per box for about 2 hours of play. Then all of a sudden there is a glitch in the software and instead of accepting my three boxes with €100 on each I end up sitting on one seat and the bet is €1000. This all happens very fast and I tell the dealer in the chat that there has been some kind of glitch and that I need a pit boss. The pit boss gives me the usual runaround, telling me that I will be contacted by Ladbrokes support once they have investigated the issue. In the meantime I lose the hand and €1000 is deducted from my balance.
I have been gambling online for the last 10 years so this is not the first time something goes wrong due to an obvious software glitch but I also know that most gaming companies would never admit to something like this and I didn’t have much hope of ever seeing that money again.
Within 48 hours I get a phone call from a customer support agent at Ladbrokes telling me they haven’t found any software glitch and I must have bet €1000 without knowing it (go figure). I then tell her to look at my betting pattern for that day, I was playing three boxes all day long and never bet over €200 and now all of a sudden I should have bet €1000 on one box. It just didn’t make any sense for me to do that. She agreed with me and said that she was ready to compensate me with a €400 good will bonus even though this was my own fault in their opinion. I then told her that I’m not interested in a €400 compensation when I lost €1000 due to an obvious glitch. The customer support rep then told me she would fight for my cause and hopefully get me the full €1000 refund.
And sure enough, within 24 hours I get this email:
Dear Mr XXXXXX,
In regards to our previous discussion earlier today.
I have spoken to my management team and they have agreed to credit your
Gaming account with the full amount of EUR1000 as a gesture of goodwill.
This is on the understanding that should this happen again, we will not
be in any position to refund a stake that has been incorrectly selected.
When playing online it is your responsibility for making sure the bets
you have selected are correct.
We would like to thank you for your patience and understanding whilst we
investigated this issue for you.
We hope that you continue to play on Ladbrokes Live Dealer.
If we can be of any further assistance, please contact us again and we
will be more than happy to help you.
Ladbrokes online Gaming
This is the kind of customer support that keeps players coming back to an online casino as trust is one of the major factors when choosing an online casino. I completely trust Ladbrokes with my money after that incident and I know that they got my back if something should go wrong at the virtual felt.
If you are looking to sign up with a safe and trusted live dealer casino then Ladbrokes should be right on the top of your list.
Below is a video of the live dealer blackjack tables at Ladbrokes Live Casino (not the session that went wrong)