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Bovada – Software Glitch in 3 Card Poker

Ruling

Resolved - Whether this was a game glitch or a mis-click on the player's part, it was an error that should of and has been corrected and the player is happy.

Read our Bovada Casino Review.

Player's Complaint

I was playing 3 card poker at bovada and was dealt a straight, I chose "raise" and it folded my hand. I dealt with "customer service" via chat for about an hour before having a supervisor call me. He said that the system says that I chose "fold" and there is nothing that he can/will do. I took a photo of the hand. I explained to him repeatedly how the game works (he was not familiar with it) and that there is no way someone would fold a straight; furthermore, if they did, the pair + should still be paid (a different argument all together). I was playing $10 on the ante and Pair+, which would make this a $100 swing. Absolutely the worst experience with customer service I have ever had at any online casino. Service rep was [EDIT], Supervisor whom called was name [EDIT]. Chat Id or hand ID was [EDIT], I jotted that don't but can't remember which ID it was. Thanks for any help.

Read the casino review

5 Responses

ThePOGG
Mar 02, 2018

Hi pkp161 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Mar 05, 2018

Hi pkp161,

I've spoken to the operator about this issue. They are insistent that there was no error logged at their end. However I have pointed out that even if the game did not malfunction, that this clearly had been a mis-click as there's no logical reason a player would fold a hand that is a lock win (assuming that the Ante stake was no more than 3x the Pair+ stake) and a very strong chance of winning even if it isn't a lock win.

My understanding is that they should be contacting you to discuss this issue further. I'd appreciate it if you could let us know the outcome.

Thanks,

ThePOGG

ThePOGG
Mar 12, 2018

Hi pkp161,

Can you update us?

Thanks,

ThePOGG

pkp161
Mar 12, 2018

Hey, thanks for the help. I will copy and paste the reply below. I feel that the situation was rectified (but only because of you guys). I do not foresee myself playing at Bovada anymore. There are too many other options with better customer care. But I am most appreciative of the help from you guys.

Hi [EDIT,

My name is Jeff and I work with the Player Advocacy Team here at Bovada. We were recently updated on a situation you encountered while playing Tri Card Poker on the site. I’ve reviewed the hand, along with all interactions with our Service Team. Our software reported no errors on our end and our agents were correct that the action would stand as the selected fold.

As I see you were dealt a straight (JS,10D,9D) and had a $10 wager for the ante bet, along with a $10 wager for the Pair Plus Bet, I can understand your frustration in your error selecting the fold option. In honor of your loyalty to the brand, I have made an exception and issued a $100 bonus with standard rollover to your account.

Moving forward, please be sure to carefully select your choice when making a decision on a hand, as I won’t be able to make this exception again.

Regards,

[EDIT]
Bovada Player Advocacy

ThePOGG
Mar 14, 2018

Hi pkp161,

Thanks for letting us know the issue has been resolved - much appreciated!

ThePOGG

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