Betano Casino BR - Player experiences game glitch on casino's platform.

I submitted some IDs to you guys to shed light on an issue I encountered with the Diamond Rush Explex platform. I played continuously for three days, from 25/03 until today, but the problem persists; the platform keeps glitching. I only lost money since every time I was about to win something, the game would freeze, forcing me to restart and lose my progress. Over these days, I made several deposits and lodged complaints to the support team, but to no avail. They asked for my game IDs, which I provided, but I haven’t received any response. I've filled in a fictitious value simply because I want to understand why Betano did this. It seems that the problems with the Dimond Rush Explex game began right after a withdrawal was made.

Dear Marco1111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

If the Game IDs are recorded in the game history as losses, there is little we can do regarding the issue.

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.

Our recommendation when encountering technical difficulties within any game is to stop playing and inform the casino support regarding the issue.

Please understand, that without any supporting evidence of unfair losses, 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,

Tomas

Tomás, I went to another platform I played to test it, it didn't bug just the one that Dimond Rusch Explex I wanted to play on and I was making a deposit which bugged several times when I was going to give a prize but I hope you can solve it for me because this is not normal I just sent the ID to Why not, Betano, you asked me, I thought it was important to see where the game was stuck, but I'm going to get a lawyer and resolve this issue, I won't be robbed and keep quiet, Betano doesn't need to do this to people.

I entered again, made a deposit and went to play and at first everything was fine, when a little train stopped and I had to start over

Then Tomás made two videos, one on my smartphone and the other on my friend's smartphone, his didn't freeze and mine crashed on the diamond.

I am sorry for your issues, however, we may only proceed to contact the casino if due to the technical glitch, you incurred unfair losses. If we don't have such proof, there is little we can do in confronting the casino.

I'll await your reply.

Tomás, look if you see in the capture it crashes before giving a prize, it's a train or dynamite it crashes I had a loss putting it every time it crashed and it wasn't just once it was several times and what I can do is capture it to send it to you to see if you can solve it for me

You wrote:

só perdi dinheiro cada vez que ia dar alguma coisa de prêmio travava e tinha que recomeçar 

Send me your gaming history from the time the incident occurred. You can usually request a gaming history for a specific period from casino support.

• Send it to my email at tomas@casino.guru
• Also please send me the responses from the casino when you informed them specific game rounds resulted in an error.

The rounds are all in the capture

I am sorry, but if we look at the game history, there is not enough information for us to doubt the records are inaccurate, or that the losses you experienced are unfair.

If you don't agree with our conclusion I would recommend you contact the game provider and request an investigation of the game rounds in question.

Due to the aforementioned reasons, this complaint will now be rejected. 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.