I have a serious issue and I have no choice but to post this here. I was blatantly ripped off by BOL tonight and after a nearly 2 hour live chat, I feel that I really need to escalate this as far as I've decided to in the chat.

I had a session that last over 4 hours earlier. I was at the 10nlz BBJ tables the entire time. I have a screenshot showing this, as well as what time the session started. At 10:17pm EST, as "Dwayne" confirms multiple times in the live chat log, someone hit a $14,000 BBJ at the $5/$10 fast fold tables. I received no portion of this prize and it's the first time I haven't received what I'm supposed to from a BBJ hit...probably because this would have been a decent amount. I don't know what else to deduce from this experience.

Here is the chat log. Please understand my attitude that gradually builds during this conversation because quite honestly, this was the most absurd and ridiculous conversation I've ever been involved in and it's just crystal clear that they're basically telling me to go screw myself. Crystal.

Info: Thank you for choosing to chat with us. An agent will be with you shortly.
Info: You are now chatting with Stella Anderson.
Stella Anderson: Thank you for contacting Player Services, my name is Stella. How are you today?
You: Hi. About 2-2.5 hours ago I was at the 10nlz BBJ tables and noticed that someone hit a $14,000+ jackpot on the 5/10 zoom tables.
You: yet, I received no portion of the jackpot as I was supposed to.
Stella Anderson: I'm sorry for the inconvenience, let me verify your account in order to assist you with your poker inquiry.
Stella Anderson: To better assist you, can I have your account number and answer to your security question?
You: account number is B918632
You: and what was the question?
Stella Anderson: May I please have your nickname?
You: BiggSlikk9
You: believe me: It's me lol
Stella Anderson: May I please have your date of birth?
You: march 1st 1982
Stella Anderson: Thanks for providing that information, Joseph.
Stella Anderson: For immediate assistance in regards to your request, I will be transferring the chat over to one of our Poker Specialists. They will be happy to assist you on this matter quickly and accurately. For future contact feel free to initiate a Live chat selecting the Poker option or by email to Poker@BetOnline.ag
You: you're welcome
You: i will - thanks for transferring me
Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Mia.
Mia: Hi Joseph, you are chatting with Mia. How are you today?
You: Good...thanks
Mia: I can see that you were chatting with Stella regarding the bad beat jackpot
You: yes
Mia: Allow me a moment to review
You: ok - as said...about 2.5 hours ago (or so) someone on the 5/10 bbj tables hit for $14,000+
You: I'm at the 10nlz tables right then and received no portion
You: others did
Mia: Thank you for the information.
Allow me a moment to review
You: according to the terms, I'm supposed to get 12.5%
You: for being at a bbj table when it happened.
Mia: Thank you
Mia: Allow me a moment further
You: no problem
Mia: I'm sorry for the delay. I'll be right with you.
You: i'm still here
Mia: I'll be right with you.
You: ok
Mia: Thanks for waiting Joseph. I'm still reviewing and will advise you shortly
You: I'm still waiting patiently
Mia: Thank you for waiting. I'll be with you in just a moment.
Mia: I'm sorry for the delay. I'll be right with you.
You: you do keep saying that
Mia: Apologies for the long wait Joseph
Mia: i have reviewed and can see that you won $1.43 from the jackpot winnings.
Please note the 12.5% is divided among all players.
You: yes - that was the jackpot for roughly $290 that someone won
You: then, shortly after that, someone at the $5/$10 bbj fast fold tables won $14,000
You: as I stated twice
You: on that one - I received nothing.
You: Hello?
You: Are you there?
Mia: I'll be right with you.
You: ....Mia?
Mia: Thanks for waiting Joseph. I have reviewed further and can see that the $1.43 you won was from the $5/$10 fast fold tables matching the one you are referring to with winner of $13 688.70
You: that's inaccurate
You: there were 2 bbj's hit within a short period of time
You: one for a smaller amount (like $290) and then the $14,000 one
You: I only received a portion of the $290'ish one
You: end of story - that's what happened.
You: and you guys obviously have a record of that so I'm not sure what the major confusion is here.
You: and, quite frankly, I've been a customer for years now and this seems like a lot to go through when I was supposed to automatically receive my portion of the funds.
You: this is a *very long chat.
You: Hello?
You: Are you still there, Mia?
Mia: Thank you for waiting. I'll be with you in just a moment.
You: I have to ask now: What are these long pauses?
You: I'm trying to be patient here but thus far - Nothing has been done.
You: ????
Mia: Sorry for the wait.
According to what I can see Joseph, you received winnings on the fast fold jackpot. Your winnings were $1.43
You only received one jackpot winning
You: yup
You: where's the other one?
You: for the $14,000 one that hit
You: I've been extremely clear here
You: there's no reason you should still be confused.
You: The 14,000 jackpot hit
You: fact. I received no money ...fact.
You: where is it?
You: Hello?
Mia: The winnings are from the above jackpot you are querying.
As for the $290 jackpot there are no winnings awarded to you that I can see.
You: you have it backwards
You: and you already stated that I won the $1.43 for the $290 jackpot
You: that's correct
You: THEN the $14,000 jackpot hit
You: I received nothing
You: that's the bottom line
You: What is the major confusion you're having here?
Mia: Remember the 12.5% is divided among every player that was playing on other tables at that time.
You: look, please stop now
You: I know that
You: and there were 2 jackpots - I only received a % for one of them
You: there is nobody who could be confused as to what I keep saying
You: so, please - stop the nonsense.
You: i was clearly at the 10nlz table, in a hand, when the $14,000 jackpot hit on the $5/10$ fast fold table
Info: Please wait while your chat is transferred to Dwayne.
Info: You are now chatting with Dwayne.
You: ???
You: she just leaves without saying anything and transfers me? Hopefully you guys can see her chat - that's totally unprofessional.
You: I'm on the line with you guys for nearly an hour
You: this is insane
Dwayne: Good day, you’re chatting to Dwayne at Player Services. I will be happy to assist you.
I'd be delighted to have a look into this for you.
You: what happened to Mia?
You: she just disconnected me and transferred me to you. I mean, there's a record of this chat, guys. Anyone can see what's going on here.
Dwayne: I have reviewed this for you.
As you were advised.
I have reviewed and can see that you won $1.43 from the jackpot winnings.
Please note the 12.5% is divided among all players.
You: I have to go post this chat log and the hand histories on 2+2
You: yup
Dwayne: I wish there was more we could do for you in this regard.
You: then the $14,000 jackpot hit on the $5/$10 tables
You: I was in a hand at the 10nlz tables at the time
You: and received no portion of the %
You: why not?
Dwayne: We did our reviews and that's not the case.
You: guys - it is
You: this has to be escalated to 2p2
You: because you just refuse to pay me what I won?
You: You know the $14,000 jackpot hit
You: you can clearly see I was at the 10nlz tables at that time.
You: right?
You: you're not going to leave this at: we're just not paying you.
You: It will become a public matter.
Dwayne: We do value our player's time and money. regrettably, you won $1.43 from the jackpot winnings.
Please note the 12.5% is divided among all players.
You: that was on the $290'ish jackpot
You: as your other agent confirmed
You: You very well know that a $14,000 jackpot hit on the $5/$10 tables after that
You: I mean, there's no denying that it occurred.
You: Just answer: Why did I receive no portion of that?
You: it's a very simple matter
You: but there's not one soul who would read this and not see how obvious it is that you're just blowing me off.
You: and I can assure you: Everyone will see it.
You: you're causing a problem here.
Dwayne: Joseph. There is nothing we can do about this. We can only provide you with the information we can see upon review.
You: so you are denying that someone hit the $14,000 jackpot
You: on 3/4/2020?
You: because you can't - there's a record of it happening
You: and I was absolutely at the 10nlz tables when it occurred.
You: So, 12.5% of that spread among all players doesn't = $0 to me.
Dwayne: Do you have screenshots? or any records?
You: Let's answer my question first: Do you deny that someone hit a $14,000 jackpot on the $5/$10 bbj fast fold tables earlier?
You: Yes or no?
You: because it happened and everyone is aware of it;
Dwayne: No, we don't deny anything. You haven't won. Forward us your proof to casino@betonline.ag
You: I told you: I'm taking this public if you play this game.
You: So "not denying" means you know the $14,000 jackpot hit
You: and what time did it occur?
You: you won't tell me?
You: I will make a huge issue out of this on 2p2
You: you're just saying "screw you"
You: You are very, very well aware of the $14,000 you have to pay someone now
You: let's not be silly.
You: betonline mike is a contact on 2p2 and I'm heavily involved in that community. If I post this, people are going to see that you ripped me off.
Dwayne: I wish there was more I could do for you.
You: period
You: there is
You: you can answer the question
You: what time did that person hit the $14,000 jackpot for on the $5/$10 bbj tables?
You: you obviously have a record of it so let's stop being childish in a conversation 10,000+ people are going to see
Dwayne: You haven't won anything, Joseph. I am sorry that the game wasn't profitable for you.
If you have records of you won the jackpot please provide us with proof.
You: ???
You: who said the game wasn't profitable for me? I'm winning...
You: now please, if you refuse to answer the question it's quite obvious to everyone what you're doing here.
You: was a $14,000 jackpot hit tonight...yes or not?
You: you can definitely answer that question and there's only ONE reason you won't
You: but yet everyone saw it happen.
You: so we just take what time it occurred and it should show in my hand history that I was in a hand at the 10nlz table at that time.
You: it's very, very simple.
You: saying "i'm sorry the game wasn't profitable for you" is ridiculous. Anyone can see through that lol
You: I'll post this on the news, on 2p2, on runitonce.com, everywhere
You: I'll send it to my local authorities, everything
You: you're causing a huge problem here over what is not a large amount of money to you.
You: with a customer who's been playing in that zoom pool on and off for nearly 7 years.
You: this isn't just going to go away - I will make sure tons of people see what you did here.
Dwayne: Thank you for waiting. I'll be with you in just a moment.
You: Refusing to confirm that the $14,000 jackpot hit is proof that you're playing a game with me.
You: there's only ONE reason you won't confirm that it happened.
You: Obviously, on 2p2 others will be aware that it occurred
You: they're clearly going to be able to see why you are conducting this conversation this way.
You: It's blatantly obvious.
Dwayne: I am sorry this is the way you feel at the site. We do not want you to feel like that at the site.
I informed you to provide us with proof stated that you have won the jackpot either than that, there is nothing we can do about it.
I am sorry about that.
May I assist you with anything else apart from this, Joseph?
You: No problem Dwayne - the entire conversation is being posted on 2p2 and forward to every major news outlet in the NYC area, where I reside.
You: I work for the New York Times.
You: this is a public matter. Perhaps this should be forward to the Attorney General's office, as well.
You: I'm being 100% honest here: This will be very, very public.
You: you refuse to answer yes or no as to whether or not a $14,000 jackpot hit earlier.
You: why?
You: there's no reason you would do that except that you don't WANT me to be able to prove that I was at the 10nlz tables at that time.
Dwayne: I am sorry this is how you feel.
You: it's not a feeling
You: you're deliberately not answering the question
You: again: This entire conversation is public
You: people are viewing it right now
You: everyone will be aware that you just cheated a customer. It's not a "feeling" - it's a fact.
You: What time did the $14,000 jackpot hit?
Dwayne: No worries, Joseph.
You: no reason to avoid answering that
You: no worries makes it look worse
You: you're saying that you don't care how obvious it is or who knows it. That proves intent.
You: You're clearly just not paying me.
You: So - what time did the $14,000 jackpot hit?
You: there aren't any feelings involved in that question.
Dwayne: Joseph, we did our full review on the account and provided you with all the information that you need. You have won $1.43 from the jackpot winnings.
Please note the 12.5% is divided among all players.
You: ???
You: I didn't ask you about that
You: I asked what time the $14,000 jackpot hit on 3/4/2020
You: so?
Dwayne: Allow me a moment to check for you.
You: thank you
Dwayne: You're welcome.
You: then I'll simply screenshot my hand history from that time (which you have anyway) and there's the proof!
You: very simple
Dwayne: 10:17 Eastern Standard time.
Dwayne: You receive the $1.43 at that time.
You: no - that was the $290's jackpot
You: we're talking about the $14,000 one
You: and you know that because we've been over it over five times now.
You: it clearly occurred - so what time did it occur?
You: i was at the tables from 8:26pm EST on 3/4/2020
You: until 12:27am EST on 3/5/2020
You: the $14,000 bbj from the $5/$10 tables occurred during that time.
You: end of story
You: there was also someone on my tables who hit a bbj for around $290. That's what I received the $1.34 for
You: but then shortly after that, someone hit $14,000 at the $5/$10 tables and I received $0 even though other players at my table did receive money.
You: Period.
You: I was at the tables for 4 hours and 1 minute straight.
Dwayne: Joseph, there is nothing we can do for you in this regard. We can go back and forth we can only provide you with we can review on our side.
You: look - you know where this is going
You: You gave a time the jackpot hit - which one was that
You: ?
You: the $14,000 one or the $290 one?
You: You said 10:17 PM EST
You: so when did the 2nd jackpot occur? The $14,000 one?
You: think the guy who won it knows whether it happened or not?
You: He's a 2p2 regular, as well
Dwayne: I provided you with all the information you now. I wish there was more I could do for you in this regard. At this moment there is nothing I can do for you.
You: For the third time: There is more you can do
You: being ignorant and evasive isn't helping.
You: What time did the two jackpots hit ? You cited 10:17pm EST for one of them, which I was paid on.
You: When did the $14,000 one hit? It was after that
You: there's only ONE reason you refuse to answer or acknowledge that. Anyone who reads this can see that.
Dwayne: I provided you with all the information you need. There is nothing else I can do or provide you with.
You: sure there is
You: what time did the $14,000 bbj hit on the $5/$10 tables tonight?
You: ???
You: again: Anyone reading this sees that you absolutely refuse to answer that.
You: people are stupid.
You: aren't*
You: you doing this blatantly
You: So - what time did the $14,000 bbj hit on the $5/10 tables?
Info: The chat transcript will be sent to: dedicatedtopoker2017@gmail.com at the end of your chat.
Dwayne: I provided you with the time. 10.17 Eastern Standard time.
You: ok - so in my hand history you clearly see that I was in a hand on the 10nlz bbj table at that time.
You: It's certainly right here in my history
You: so there's the proof
You: I have this transcript, my hand history, and the time you just confirmed that the $14,000 bbj hit
You: that's called proof
Dwayne: That why I said you are more than welcome to email us the proof.
You: now you may just decide to screw me and not pay me - But I do have proof to show anyone and everyone.
You: but you have my hand history right there
You: you already have the proof
Dwayne: We did our reviews and you didn't win.
You: you don't assign times to the hand histories
You: Oh, yes I did
You: I was in a hand during that time
You: you know it - I know it - everyone else knows it now.
You: You're just deciding not to pay me.
You: I just screenshotted my hand history times
You: it shows I was at that table for over 4 hours
You: and that 10:17pm EST was well within that time
Dwayne: We cannot keep any funds away from our players.
You: So then don't
You: now, back to the task at hand: Where do I send the screenshot
You: because it's right here and you already said 10:17pm EST three times.
Dwayne: casino@betonline.ag
You: my hand history shows I was at the 10nlz table at that time and you very, very well know this
You: because you have the hand history yourself
Dwayne: Please allow feedback from the relevant team after you the screenshots.
Dwayne: Have I answered all of your questions today?
Dwayne: Is there anything else I can assist you with at this time?
You: It was just sent to you
You: and posted on 2p2
Dwayne: No worries. You will receive feedback within 24 hours via email.
You: along with you repeatedly saying that 10:17pm EST was when the $14,000 jackpot hit
You: And please do understand :I do work for the Times
You: ALL of this is going public
You: I have the proof, I have this chat, I have the times
You: you have it all as well
You: it's 100% obvious to everyone who is witnessing this as we speak what you're doing here.
You: please, please believe that
Dwayne: We will speak within the next 24 hours via email.
I wish you a lovely day further!
Take care!
You: Again: Messages like that make this even more obvious. People can read.
You: Before we speak, I'll have already contacted my states Attorney General's office
You: and my editor in Chief at the Times
You: as well as posted all of this all over 2p2, cardschat.com, runitonce.com, etc
You: everywhere
You: "I'm sorry the game wasn't profitable for you" - That was the real kicker. Everyone thinks that's a joke.
You: even though your games have been profitable. We're talking about a BBJ that I clearly won a portion of that you just want to see how many people you can screw out of it.
You: I'm not the one to do it to. I'll post this everywher
You: You just did it to someone who won't let it go so ...have a nice day yourself but what you're doing here to a 7 year customer is disgusting and you should be ashamed of yourself.
Dwayne: We do appreciate your time and money here.
You: no you don't
Dwayne: I wish you a lovely day further too.
You: you're desperately trying to screw me out of money
Dwayne: Bye for now!
You: that's not appreciation, Dwayne
You: it's criminal
You: and I have the proof so
You: either you'll do the right thing or it will be shown to authorities
You: and in the paper
You: and all over the web
You: ball's in you court.
Dwayne: You have provided us with proof via email, please allow 24 hours for feedback.
You: your
You: so you confirm receipt of the proof?
You: you just said "you have provided us with proof via email"
You: so...it's been proven after what...an hour and a half of runaround?
You: documented. People witnessing it live on stream.
You: I mean, you lost this one Dwayne.
You: be a man and pay the money.
You: it's either that or just countless people in the poker world and the legal world will see exactly what you did. Your call.
Dwayne: We will provide you with feedback within the next 24 hours after the documentation you provided us with.
You: right - the proof you've already confirmed you've received. Right in this very chat.
You: so after all of this runaround, and now you have the proof (that you already had yourself of course), you need 24 hours to decide whether or not you're going to break the law and screw a customer out of winnings?
You: That's truly unbelievable.
You: why would anyone else want to deposit here when they see this? It will certainly effect your business.
Dwayne: I am sorry that's how you feel.
You: again: You seem to have some kind of problem. It's not a "feeling"
You: these are all facts and numbers.
You: No emotion or feelings involved.
You: it looks VERY silly every time you say that.
Dwayne: It can't be facts if you didn't won.
You: and only makes it more obvious that you're stealing form me.
You: But I did
You: and you confirmed receiving proof of that.
You: You mean "if we don't pay you what you won"
Dwayne: I wish you a nice day further! We going back in forth. I provided you with all the information that you need.
You: that's called stealing
You: We're not going back and forth - You are.
You: on a public dialogue
You: again: This one's cut and dry ...blatantly obvious
You: It took over an hour for you to acknowledge that the $14,000 bbj even hit.
You: you think anyone witnessing this doesn't know why?
You: Then you ask for proof and you get it. "We'll get back to you within 24 hours"
You: ....there isn't one person alive reading this who doesn't see that you're trying to steal from me.
You: the next call goes to your local government authorities
You: and interpol
You: you're not going to be stealing from me and getting away with it.
You: you shouldn't be stealing from anyone.
Dwayne: I'm sorry for the delay. I'll be right with you.
You: you have my last session right there in front of you
You: it was 4 hours and 2 minutes long, exactly
You: It started at 6:26pm YOUR time on 3/5/2020
You: 10:17pm clearly fits right in there
Dwayne: There is nothing I can do about it!
You: you can obviously see this
You: why not?
You: it's just been proven
You: what you mean is "I'm not going to pay you"
You: that's different
You: and it's documented
You: tell me what time my last session started and how long it lasted
Dwayne: I am afraid I will have to leave this chat. You will have to wait for feedback within the next 24 hours via email.
You: you have that information
You: you don't have to do anything
You: you *want to leave the chat because you've been caught in a lie repeatedly.
You: what time did my last session start and what time did it end
You: I mean, I just posted it and you have the info right on my account in front of you
You: so?
Dwayne: I don't understand what you asking.
You: why not?
You: did something happen to you?
You: reread it
You: what time did my last session start and what time did it end
You: ??
You: you have the information right on my account, just as I do.
You: why won't you answer?
You: EVERYONE knows why
You: so, again: What time did my last session start and what time did it end.
You: ??
Dwayne: You haven't won anything apart from $1.43 you would please need to wait for feedback from the relevant team regarding your account because you said you have sent us proof.
I wish you a lovely day further! Bye for now.*

Now, we know the $14,000 jackpot hit at 10:17pm server time. I was at the tables starting at 6:26pm server time, March 5, 2020. I'll attach an image showing that my session was during these exact times. The only other thing I didn't do was actually screenshot the BBJ screen when it popped while I was in my session as I honestly never, ever thought that BOL would just screw me out of money like this. I wonder what happened to the $14,000 jackpot and how it was supposed to be spread around. It's hard to imagine that I'm the only one who was cheated out of this tonight.

edit: I have the screenshot showing my last session, it's times, and it's duration. What's the best way to post it to this forum? Thanks. I can't believe that I have to go through all of this and it's really out of character for me to make such an issue but this is truly unbelievable. They don't even care that this is so obvious.