CLOSED: Betplay.io / Pragmatic Play live - Software Issue

Hi, I have been playing BJ at Pragmatic Play (PP) via Betplay.io. Today I noticed that after winning a hand or hands, the balance of my account wasnt updated.

When thinking about this, this might also have occurred yesterday, but for today i am 100% sure this has happened twice. It's about the following hands with the following ID's , played at PP live.

CasinoInzetBlackjack 76 Azure Nov 11, 2025, 4:05 PM 802193425 -123.222749XRP

Here I played at 2 boxes. Main bet EUR 100 and at both sidebets EUR 15, making the total bet EUR 260. (2*100 and 4*15). EUR 260 / 2,10 XRP price comes exactly down to 123 XRP. After winning the hand (the dealer busted) , my balance just didnt update. See also the snapshot. This is regarding the last hand I played here today.

Regarding the other hand, its about the following iD:

CasinoInzetBlackjack 80 Emerald Nov 11, 2025, 3:38 PM 802174511 -123.809524XRP

Here I also played 2 boxed with the same betting amounts as described above. Here on the 1st hand I had a 20 and on the 2nd hand I had a 17. Dealer eventually had 17 , resulting in 1 push and 1 win, so totalling EUR 300 to be paid out. Also here my main balance didnt update.

PP is (via Betplay.io) still investigating, after they first 'replied' my already referring to some other game # ids what of course doesnt make sense at all. Now they are ' investigating' again, but I already know the answer. Luckily I could quickly make a snapshot of the final hand I played , collecting some evidence. Can't believe that you have software that doesn't update the balance properly!!

Total Scam!

Please investigate LCB. Thanks!

Disputed amount: 700$

Casino: Betplay.io / Pragmatic Play live

Case #: 3710

Hello galactico,

Thank you for bringing this to our attention and providing all the details. We have forwarded the case to our games team for review and will also be contacting the casino representative to get further clarification.

Also, it would be helpful if you could provide any relevant screenshots or proof regarding the issue. Otherwise, we cannot guarantee that the case will proceed smoothly.

We’ll keep you updated as soon as we receive any feedback from them.

Thank you for your patience.

Hi,

I will show you some snapshots. 

When you normally play a BJ hand it look as follows in the history:

you see the bet (inzet) and you see the result (winst).

So a bet of 33 XRP and a payout of 0XRP, hand is lost.

Regarding the 2 hands I played, there is no result in the hand history, but the hands were played to an end.

See also these snapshots:

802193425 -> here you see there is no result in the history, no profit no loss. However this hand was played to an end, see also already the snapshot of the dealer which is in the opening post. --> Missed out here EUR 400.

For the other hand, same problem.

802174511 -> here i played two hands, also described in opening post. 1 push and 1 winning hand. So in total EUR 300 which didnt get paid.

Dear galactico,

We received a response from the casino stating that they will be in direct contact with you regarding this case. This means they do not cooperate with third parties when it comes to player complaints, and unfortunately, we are unable to assist any further.

Please feel free to keep us updated on the outcome if you wish, but we will have to mark Case #3710 as CLOSED on our side.

Thank you for understanding.