Really disappointed with Stake Blackjack

[ktv]

I am in the middle of a blackjack hand.  A large hand (for me - $139)

I am dealt 12, the dealer is showing a 2.

I click hit.  Nothing happens.  Buttons are not available - for 30-60 seconds.

The buttons re-appear.  No card has been dealt.  So I click hit - again.   30-60 seconds.   Nothing

I do it again once more.   No cards show.  So I go to support.   Support indicates there's a site problem and the developers are on it.

Chat is filled with people complaining - so I know it's not just me.

After a while - people seem to indicate things are back to normal.  So I return to my hand.  Still only showing 12 vs. Dealer 2.   I click hit again - this time I get an error "ERROR: Game not Found"

My only recourse is to refresh.  The bet has been lost.   When I go to the hand history.  The first hit dealt me an 8.   So I have 20 vs dealer 2.    My next "hit" apparently drew a 2 - which made it a bust.  My 3rd "hit" - was not dealt (even though the hit button still appeared) - which obviously drew no card.

Initially - support said "Since you lost your connection to the site for a short moment" and offered me nothing.    20 vs 2 - no SANE person would continue hitting.   I was livid.  A new agent appeared - told me how even when the site is having issues, you need to assume that it will deal the cards - even if no cards appear and to contact support.

Eventually - I was credited back the bet (which more than likely was a win, but I guess I'll take the push).  But was cautioned that in the future - if you press a button and nothing happens - it actually does happen, you just don't get to see it.

Here's the hand https://stake.com/?iid=house%3A34804085438&modal=bet

 

I should add.  When I first joined (like 1.5 weeks ago) - I had been playing for years at another casino.   The bonuses here are great.  The games are fast play - which I love.

But I made an obvious misclick error.  I pressed double down instead of stand (the buttons are right on top of each other - and I had been playing for hours.  I had 20 and pressed double down in error).

This was my fault - but no casino that understands blackjack would not either stop a person - or at minimum warn them.   Asked support to look - basically told it was my mistake, so PFO.   

It was my fault - so I felt stupid for losing the double bet ($75 x 2) - but tonights issue was  not my fault - and the inference originally that it was, really bugs me.

[dupeddonk]

There are prob a lot of people trying to get free money out of Stake because of the laggy period, and most of them don't deserve any of it so I think support deserves a small pass since they were probably dealing with a lot that for a while - but I think your case was different.

Because you obviously would have stayed on 20, I think the most fair way to handle the situation is to simply check what the dealers down card was - if the dealer would've hit, they take the 2 you didn't intend to take, and pay out the win if you would've won.

You can see for yourself what they had by changing your seed and then click on 'verify bet' in the hand history.  Hope they consider this option.

[ktv]

2 minutes ago, dupeddonk said:

Oh I don't doubt people try to weasel free bets - but had I not taken the screenshot - I doubt the original agent would have even passed me onto someone else.

I'm not really sure how to check the seed - but I will for the hand and see.  Maybe the push they gave me saved me and the dealer did their magic and pulled a 21 out of the hat with the rabbit.

 

[ktv]

So if you look at the dealing of the cards - I would have had 20 (and obviously stopped) and the dealer would have bust at 24.

A website issue.  No cards were visible.   I had no idea the site was having issues - so I pressed hit when the option came up.    

Bet was refunded, but this was an expensive bet that would have won.   Almost as frustrating as losing out on the win, was the initial chat agent making it sound like it's my fault and that you should just assume the card was dealt.

Only chat is available?  I can't email in and have someone review this?