Whats wrong with this picture?????

[blueday]

Game started and I was away from the computer - whats wrong with the picture though?  This has not been edited in any way!

[scsc04]

they might have use 2 set of cards (thats why somehow i dont like playing real money online beside free ones)

[nalgenie]

All of the games state how many cards are being used in the beginning of the download.  If you know how many cards you are playing with, and think it's 52
then you have an obvious gripe, and you have a screen shot.  You shouldn't be taking it up here, you should be taking it up with casino support.

[blueday]

Im not "taking it up here" - I thought poker players would be interested.  And yes - I have taken it up with poker support.

Im waiting to hear from them.

[blueday]

Well they got back to me and pointed me to the hand history where it shows my hand as 8/9 off.  So I've queried why it showed the 2 aces of clubs instead of 89 off.

[blueday]

Well now i've been accused of "fraud"!  Can you believe it.

They dont accept that the picture is real.  

Here is the convo.

Thank you for visiting our Member Services Area.
Please wait for a site operator to respond.
Welcome to live help, my name's Philippe, how may I help you?
Me: Hi
Philippe: Hello
Philippe: May I have your sign in name and email address please?
Me: yesterday evening I reported a strange anomoly with your software - I took a picture of it
Me: sign in is xxxxxxxxxx and email is xxxxxxxxxxxx
Philippe: What type of anomaly?
Me: well i was away from the computer when the game started and when i came back my hand had folded - i pointed to myself to see what i had had - and it said Ac Ac
Me: two ace of clubs
Me: I sent the picture to support
Me: and now Im being accused of fraud
Me: Im absolutely furious
Me: I thought I was alerting you to a problem but now Im being told Im fraudulent
Me: this is the last line of the email "Please refrain of doing this kind of thing or else we will be force to take legal actions due to fraud attempt"
Me: they are saying i altered the picture
Me: I have not and would not - I thought I was being helpful
Philippe: The picture you send us was already reviewed by our technicians and Fraud Department, as they found the picture not legitimately taken
Philippe: .
Me: the picture is legitimate
Me: I can assure you that I have not touched it
Philippe: Do you please have the ticket number *****?
Me: i cropped it thats all
Me: hang on a second will find it
Philippe: Thanks
Me: xxxxxxxxxxxxx
Me: is that it?
Philippe: I'm sorry
Philippe: What is it again?
Me: I cant believe they think this - I know it was in black - I thought it was strange too
Me: xxxxxxxxxxxxxxx
Me: is that it
Me: two aces of clubs - look at me where im pointing
Me: its not fraudulent - its not fixed or touched
Me: its real and Im not here to gain anything out of this - I just wanted to alert you
Me: and Im really upset that they think its been altered because I can assure you it has not
Me: at no time and I would not
Me: I love poker - the game - your site - but now im just mad that you think this
Me: your software people should really take this seriously
Me: maybe it defaults to that if you are not "there" when the hand is dealt - I dont know why it is like that or why it is black
Philippe: Yes ***** and we appreciate your intentions as well, however as mentioned before, the picture was studies and exanimate  by our tech dept, and found it impossible that our software displays this image
Me: well how can it be impossible - that is a true untouched picture - truthfully - Im not here to wind you up - i just wanted you to know that this is a real screenshot untouched or altered by me or anyone
Philippe: Whatever the reason of this could be, we appreciate your report, as we're certain that there's no way our software displays two exact  cards on the same hand
Me: well im very sad that you are not takin git seriously
Me: taking it*
Philippe: Yes, and we certainly appreciate you to taking the time to inform us about this matter
Me: I thought I was being helpful - but clearly Im not
Me: I wont bother to report anything again that I see
Philippe: Your intention is appreciated ****, it really is
Philippe: Is there anything else I may assist you with?
Me: well - I think Im owed an apology - i have replied asking for one because Im so angry with the response i got
Me: rather than grabbing it and looking at how this happened - its just brushed off as "someone trying to commit fraud"
Me: and this is not the case - i wanted to help
Me: but alas
Me: you havent taking it seriously
Me: and Im gutted you think this
Me: sorry to rant but Im so mad with the reply
Me: i shall leave you in peace
Me: thanks for your help#
Philippe: Have a great day *****

[Zuga]

Hmm.. what a bunch of...
Keep us posted blueday, im eager to see how this is going to end..

[blueday]

Will do - I'm still mad 

[blueday]

By the way - this was their original reply to me that got me so mad 

Dear Member,


Thank you so much for contacting us. After taking a look to the image you provided us, we noticed that image was edited with a picture software and it's not real.

It was very simply to notice because on the picture you sent, the cards on the Flop are shown with 4 colors (diamonds are blue and clubs are green to make them easy to see from the other red and black cards)

Since the four colors were activated, clubs should shown Green as seen on the flop. When 4 colors are activated, clubs still look green when you fold your cards. We tested this and we took a screenshot. You may this picture attached to this email with the name Fraud Evidence.jpg

On the image you sent us, the "2 Aces of Clubs" are black while the 4 colors are activated; which it's not possible. Therefore is really obvious that the image you sent us was altered and it's not real.

Please refrain of doing this kind of thing or else we will be force to take legal actions due to fraud attempt.

Regards,

[blueday]

And.......I sent them another picture showing that the cards in the hand that have been folded (in my case the Ac Ac) only show black and red even if you have selected the four colour deck!!!!

I am still awaiting a reply from them.

[Zuga]

Any update on this?

[blueday]

Nope - still waiting to hear.  An apology at least would be nice but if they do that then its more like an admission that their software is dodgy.

Will let you know as soon as I hear anything.

By the way - I've been losing a lot on there since!

[blueday]

NEWS UPDATE.....

Can you believe that whilst they said I was committing "fraud" - they have turned off the feature that allows you to see the cards that you folded!!!!

What sneaky so and sos they are.

[Mago666]

NEWS UPDATE.....

Can you believe that whilst they said I was committing "fraud" - they have turned off the feature that allows you to see the cards that you folded!!!!

What sneaky so and sos they are.

omg lol what a solution  then if I use the history hand then they will turn off too because Im commiting fraud when i see the last hands lol 

[blueday]

I reported them to their regulatory body.  Im so mad that they didnt even have the decency to apologise and yet they turned off the very feature I said had a glitch in it.