The player from the Czech Republic experienced issues with the 3 Hot Chillis game at 20Bet casino, losing 250,000 CZK due to fraudulent actions. Despite filling clusters that should have triggered bonus rounds, the bonuses did not activate and the game history was deleted. Support provided unhelpful responses and the issue remained unresolved. We determined that the problem was due to a technical glitch, which was outside our scope. The player was advised to contact the game provider or the licensing authority for further assistance.
20Bet Casino - Player’s winnings were forfeited and the data was removed.
Amount: 250,000 Kč
20Bet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Good day. This is about the 20Bet casino. I lost 250,000 due to fraudulent actions by the casino. In the game 3 Hot Chillis, you collect chili peppers, which fill clusters. There are three clusters in different colors (green, red, yellow). The provider states, and it has been the case, that after collecting 15 peppers of the same color, a cluster is filled, which opens a bonus round. While playing with a 400 CZK/spin bet, I filled the green cluster, but no bonus round opened, unlike before. I didn't pay much attention to it at first and continued playing. When I filled the red cluster, I noticed that something was wrong. All wins completely stopped. Since two clusters had been filled for some time, I thought the bonus round would eventually open with the next chili pepper, but it didn't. I unnecessarily wasted 50,000 CZK. I wrote to support, and they raised a complaint (BBCUS788645), but the result was that everything was supposedly in perfect order. The clusters remained filled, so the next day - more money was lost. I reached out to support again and got responses like, "my shift just ended" and then they ended the chat. On the third day, I deposited only 20,000 CZK, and didn't play spins of 400-1000 CZK but rather 100 CZK (note that all three clusters were filled for the third consecutive day). Even after losing 20,000 CZK with 100 CZK/spin, having caught probably 1,000,000 chili peppers, the bonus round still didn't open. This was too much for me. I tried to retrieve my game history, but I found out that the casino had deleted it. So there's no record; it's as if I never played. Can you advise me on what to do or how to resolve this? Of course, I will file a criminal complaint for fraud and hand the matter over to a legal department, but I want the gaming commission and the people who issue casino licenses to look into this as well. I always record my gameplay, so I have everything saved, which clearly proves my point.
Thank you for your response.
Automatic translation:
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4 months ago
Dear BonoTox,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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4 months ago
Translation
Beaver day.
As I already wrote about the Fairspin casino. I can upload the screen recording, for example, to You Tube and make it available
Or cut it so that it fits into an email.
On the recording, you can clearly see how the bonuses are before and after.
They didn't, so I put in cash every day and tried to see if anything changed. Another waste of money. Manager Tom, however, doesn't respond to this video and just sends me links and bullshit.
Automatic translation:
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3 months ago
If you have any videos showing the discrepancies you describe, you may upload them on YouTube and then post the link here. Without specific evidence, we will be forced to close the complaint. Thank you for your understanding.
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3 months ago
Translation
Yes, I understand, within 2 days you have a link to that video.
Automatic translation:
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3 months ago
Dear BonoTox,
Thank you for providing us with the video. It seems that there was a technical glitch that prevented your bonus rounds from opening. Unfortunately, these cases are outside our scope at Casino Guru.
Technical glitches can occur due to various reasons, such as connectivity issues, software bugs, or server problems. When such issues arise, it's essential to contact the game provider directly, as they are best equipped to address and resolve technical problems related to their games. Additionally, you may want to reach out to the licensing authority, which oversees the casino's operations, to report the issue and seek further assistance.
We recommend that you get in touch with the game provider or the licensing authority for a resolution.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
