While playing Blackjack, I noticed that the dealer draws two initial cards simultaneously. I didn't pay much attention to this at first. However, I observed that they were using both hands when it wasn't necessary. I requested video footage to rewatch the game, but my request was denied. Naturally, I filed a complaint about this. For two days now, I've been told it's being investigated. In the meantime, I'm concerned that the footage might be deleted.

Bei Black Jack habe ich bem?rkt das die Dillerin gleichzueitig zwei erste karten zeht. Habe an Anfang nix gedacht deswegen. Dann ist mir aufgefallen das sie zwei H?nde benutzt wo es nich notwendig ist. Wollte Videomaterial anfordern um noch ein Mal das sich anzuschauen. Wutrde nicht gew?hrt.Ich habe natürlich das gem?ldet. Mir wird seit zwei Tagen gesagt das es untersucht wird. Inzwischen habe ich sorgen das das Material gel?scht wird.

Dear altenhofeugen15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you personally didn't record this incident? Could you please clarify which Blackjack you played exactly? If possible, please post a link to the game here.

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear altenhofeugen15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.