The player from Bulgaria had reported experiencing significant losses due to intermittent lagging while playing the 'Aviator' game by Spribe on a casino site. The player had claimed that the casino initially acknowledged the issue and refunded some losses but later attributed the problem to the player's internet connection. The player had denied this, asserting that his internet connection had been stable. After the player had provided the Complaints Team with the relevant communication history with the casino, we had conducted an investigation. Unfortunately, the game provider had denied any issues with the game, and the player's lost bets were confirmed in the game history. Consequently, we had been unable to assist the player further with this complaint.
Alphawin Casino - Player is experiencing a loss due to game-lagging issues.
Amount: 1,500 лв
Alphawin Casino
Safety Index:HighOther
REJECTED
Case summary
The Aviator game by Spribe was lagging, causing me to suffer significant losses. The casino refused to help me and assured me that the problem was due to my weak internet connection. I made two videos and sent them to them, warning them that I would complain to the gambling commission. Eventually, they apologized and refunded me 625 BGN, and wrote to me expressing their regret for what happened.
On 12/25, I notified them again that the game was still lagging, but there was no reaction from them.
Today, once again, I lost a significant amount of money due to lag in the game. I contacted them on the phone, and they explained that the problem wasn't with the game. After 10 minutes, they sent me an opinion from Spribe, which they couldn't possibly have gotten that quickly.
https://www.youtube.com/watch?v=Ld9l_3XXfhs&t=4s
https://www.youtube.com/watch?v=bSJk194fbgU
I'm providing links to the videos since they are too big for me to upload.
I've requested copies of all my chats with them and the recordings of phone conversations, but I received an email informing me that this may take up to two weeks.
Dear cecko197731,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Alphawin Casino.
Could you please forward your game history with the exact times of the incident to veronika.l@casino.guru?
When you look at your gaming history, do you see the bets from the lagged game as winning or losing?
Have you stopped playing right after the game lagged?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hi, I don't know how to send you the bet history. The site doesn't have an option to download my game session.
The problem is that the game does not lag constantly, but from time to time for some period of time. Bets in the session in which the game lags are seen as losing.
Just to add that my internet connection is 25mb minimum and is constant.
My internet is fiber optic, if that matters
Could you please send me the communication between you and the casino where the casino admitted the error on their part and refunded you 625 BGN? My email address is veronika.l@casino.guru.
Hello, I have forwarded all correspondence with the casino to the email address you provided!
Greetings!!!
Thank you for your emails. However, after investigating the issue, it appears that the game provider has denied any problems with the game, and the bets you placed are successfully recorded in your history as lost. Unfortunately, this means that we cannot assist you further with this matter. If you continue to experience technical issues with certain games, we suggest that you try playing on a different platform.
We regret that we are unable to help you resolve this complaint, and we appreciate your understanding. Please don't hesitate to contact us if you encounter any issues with this or any other casino in the future.
