500 Casino - The player's winnings were not credited.

Ich hatte den Spielmodus "Crazy Time" gespielt, einen all in gesetzt von ungefähr 200$ und es hat mein Bet 14x getroffen also wären es knapp 3000$ Gewinn gewesen, mein Bet wurde rejected durch einen Rounding Error von der Seite, das heißt wenn die Währung BUX und $ falsch gerechnet werden, am Anfang als ich den Support kontaktierte wurde ich nur ignoriert, irgendwann hat der Owner sich gemeldet und meine das ist sehr Unlucky aber er kann nichts machen denn wenn er mich auszahlt wäre es ein Minusgeschäft für ihn oder sowas, dann später hat er noch verleugnet das es ein Bug gewesen wäre, ich hatte aber ein Video Beweis dafür sowie auch ausgerechnet das er lügt und später revidierte er seine Aussage und meinte das es trotzdem kein Grund wäre mich dafür auszuzahlen obwohl er davor andere Leute mit dem selben Bug ausgezahlt hat (mehrere mit Beweisen). Der Bug wurde 1 Woche später behoben und mehr als Lügen und das ich blockiert wurde kam nicht von Owner.

Hello viral100 ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 500 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your bet is visible in your betting history or anywhere else? Did you create any evidence of the error? - if yes please forward it to nikolas.b@casino.guru. When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

To explain everything here again with the proofs i have:

I played at 500 casino a long time ago, put an all in and should have gotten around $3100, however it was pulled from the site during the spin due to a rounding error. When I contacted support at the beginning, it was difficult for me to get through and was just ignored, at some point the owner answered me and said yes, that's very unlucky, but if we pay you off it would be a lose-lose situation for us.

When I then said that they had already paid many other people for the bug, they said that wasn't true, when I then showed proofs, they said that it was something different, even though it was completely the same situation.

I later said that it was a bug on your part and that it wasn't my fault because I placed the bet, if I had lost I would have accepted it, but I bet and therefore the profit from your bug is also the "rounding bug". " stopped me from doing it, so it's your fault.

then they denied for a while that it was a rounding bug, then I showed a video proof of the bug and also the bug again, of all things, from the currency BUX in $ where you can see exactly that it was a bug from them. then they finally admitted it and said it wouldn't change anything etc.

At some point I was just ignored and blocked. when i asked other admins from other casinos they just said it was stupid arguments from the owner and they paid me out.

I've added some screenshots in the attachment, including how the owner talked about the rounding error a year ago, which supposedly should be fixed because something wasn't right. So that means he didn't even inform the users about it.

then another picture where you can see the rounding error well, I deposited a $100 gift card which exactly 166,600 BUX are the equivalent of $100 but in the system are only $99.99 in $. (clearly a bug of 500 caisno)

and finally an email from the crazy time providers who should check the case where it says that the bet was placed and rejected because I didn't have enough balance (although I just had it, you can also calculate in the picture)

And by the way, that was also the manslaughter argument from the owner that I supposedly lie and never had enough balance, although it speaks against him. (" Tell me more how we're the bad guys here" )

all unnecessary lies and excuses from the casino, and why? because they just wanted to talk their way out of the situation.

In addition, the owner insulted me unnecessarily several times as a idiot and so on 😀

To come back to your questions: 

Could you please advise if your bet is visible in your betting history or anywhere else?

A: Yes is it as can be seen in the screenshot, the owner asked for confirmation from the Crazy Time providers. Where you can see how much I bet, how much I would have gotten and how much balance I had where you can see the bug.

Did you create any evidence of the error?

A: Yes, i will attach the video in a e-mail to you.

When was the last time you spoke to the casino and what was it about?

A: It was when I wrote to the support again that it was unfair and how likely the court would act and with who they would agree, the owner said he was right.

Another argument from the owner was that I could have abused it until a good win came and then complained about the bug.

but is factually wrong, you can see in my history that I made and lost several bets and then wanted to make my all-in (where I would have won $3100) was rejected because all-ins were incorrectly calculated by the site.

So it was never that I got my bet rejected 5 times in a row, it was only 1 time

Can you please forward your full betting history which would show that you really had balance when you did the bet?

Hello viral100,

Did the casino fix the $99.99 to $100 since then or you have played away the money anyway? Also based on the e-mail provided by the casino to you, the bet in amount of 212 was suppose to happen at 3:41:50 which does not fits to the betting history you uploaded here.

Is it possible to forward the betting history from that time which would prove that you had balance back then?

Es sind nur verschiedene Zeitzonen (MEZ, UTC), um es noch mal zu erklären:

Ich habe einen Bet gemacht ca. 212$, dieser wurde rejected beim großen Hit mitten im Spin, danach habe ich einen 211$ Bet gemacht. Dann habe ich mein Rakeback geclaimed (3.05$) und danach einen all in Bet in Roulette gemacht (4.05$) (siehe Screenshots)

Und wie gesagt, das Hauptargument vom Owner war das ich nur 2$ Balance hatte und ein Lügner bin, was damit ja schon mal wiederlegt ist. Alle Argumente und Lügen vom Owner kann ich entweder sofort wiederlegen oder sind absolut unlogisch. Er macht alles für 3k$, was ich mir wünschen würde das die Seite hier noch wenigstens ein schlechtes Rating bekommt.

Jeder der sagt das ich in diesem Fall nicht recht habe ist absolut lost, das Verhalten vom Casino ist absolut fragwürdig und korrupt, erst alles verleugnen und wenn man alles beweisen kann sich irgendwie rausreden mit billigen Argumenten. Alleine schon in wie vielen Wiedersprüchen sich der Owner selbst verwickelt ist doch einfach nur peinlich, das was ich hier gezeigt habe ist nicht mal alles. Ich habe bereits versucht gegen sie vorzugehen ohne Erfolg, egal wo man versucht irgendein Disput einzureichen kommt keine Antwort. Es ist einfach nur Mies.

Hello viral100,

Even if it's true that one time zone is UTC and the other is CET, the difference should be 1 hour. The casino provided a screenshot of 3:41:39 UTC and you showed a bet from 5:42:50 - nor the hours or the minutes fits into it.

Can you please forward your game history from the time that fits with the one provided by the casino? Also is it possible to see the before/after casino balance in those bets?

Sorry for asking such detailed information but we have to check everything in order to assure reliability and currently the time stamps are making the case impossible to move forward.

Egal, schließen sie den Fall einfach.

The complaint will be now closed based on the player's request.