took action this week after a player charged a dealer from its live casino cheated by "second dealing" during a hand of blackjack on 25 January.
The player — a self-professed blackjack professional named Michael Morgenstern — posted a video of the incident on his YouTube channel, prompting more than 800,000 views, nearly 3,000 comments and a cloud of controversy on gambling forums and websites.
Below is a slow motion YouTube video that clearly shows the dealer swapping cards via second dealing. In the hand, Morgenstern, who refers to himself as a "nation (sic) blackjack tournament champion and professional card counter" on his YouTube bio, curiously splits twos with the dealer showing a king. After busting on the first hand, Morgenstern doubles down after getting a nine for a total of 11 on the second hand. The dealer then moves the next card in the deck up and slides the second card out, dealing Morgenstern a six for a total of 17. The dealer then takes the card Morgenstern should have got, which was an eight, giving hit 18 and earning a win for the house.
In response, BetOnline issued two press releases. The first, released on 18 February, announced that it had "cut" Global Gaming Labs (GGL) in favor of Live Dealer Casino third-party vendor Visionary iGaming (ViG), "effective immediately!"
The release stated, "After client-side complaints regarding the number of available tables, games offered, lackadaisical dealers, and poor hand reporting became common-place (regarding GGL), BetOnline took on the task of finding a superior Live Casino Vendor.
"After a month-long search in early January 2017, it was decided that ViG would offer a superior product for the BetOnline.ag Players. ViG was notified mid-January, and as of 18 February 2017, the new vendor is in production on BetOnline.ag. Client feedback has been very positive since the switchover."
On Monday, BetOnline issued a second press release admitting that it had been notified of "an instance of potentially questionable behavior by a black jack dealer from its previous Live Dealer Casino Provider."
"The Company removed the previous Provider's Casino and replaced it with the much improved Visionary iGaming Live Dealer product on February 18th 2017. BetOnline.ag is currently looking into the issue with help and careful cooperation from the previous Live Dealer provider. BetOnline.ag asks that anyone who feels they may have been affected by this dealer’s actions to contact them by email at Casino@BetOnline.ag.
"As always, BetOnline.ag takes client feedback seriously. And nothing is more important to BetOnline.ag than the integrity of its gambling offerings and the enjoyment of its players."