Eurobet stiffs payment for blackjack hand, "technical error"

[Tardi]

Hello

I've been talking with Eurobet customer support representatives for couple of days now, but seems like they don't even want to answer my questions so I have no other choice but to post here and to Casino Meister to ask for opinions.

I was playing blackjack (yes I know, it's a bad game to play) in the live casino section of Eurobet's webpage, when a hand came up where I was dealt an ace and a king for a blackjack, and the dealer was dealt a six. Now, everyone who knows anything about the game of bj knows that this is an automatic winner. For some reason or other, the game was halted and didn't go onwards, the live dealer was just sitting there doing nothing, and I could hear a conversation between the dealer and whom I suppose was the pitboss/supervisor. After about 15 minutes of waiting, a message popped up on the screen saying "The hand has been cancelled, all bets are returned to the players", and the dealer scoops up the hands and proceeds to ask for new bets.

At this point I jumped to the chat and asked for a pitboss. I then told the pitboss that I assume I will get paid for the blackjack dealt in the last hand, and for some debate the pitboss said that he would do it if I just gave him some time. After 15 minutes I went back to ask if anything has been done, and the same pitboss told me that "30 more minutes" would be needed.

After 3 hours and no payment I went back to the table chat, and talked with another pitboss, who didn't know the hand in question but looked it up in the logs. He told me that there had been a payment made for $25+$12,5 (the bet was $25) and told me to contact customer support asap if I didn't see the money. I then send a message to customer support and asked them to check out what's wrong with the paymentsystem, and got a response that "as the hand in question was voided, no payments will be made on hands and the original bets have been refunded". I then tried to explain them what had happened, what the pitboss said and why I think I should get paid (because I had nothing to with the problem, and it was clearly seen that my hand was a winner), but only got automatic responses of "we can't do nothing, we've done everything that we can".

I will now need to consider if I want to give a place like this my poker mgr or if I maybe want to go to another room to play.

Am I being a jerk here, fighting for not so much about the money but the principle?