BetFlag Casino - Player encountered an error during a game, and his potential winnings were confiscated.

Good morning, I kindly request assistance. At the moment, there's no need for you to contact the mentioned website, but an incident occurred while I was playing Crazy Time with a bet of 0.80 cents. I managed to enter the cash hunt bonus that was paired with a X2 slot multiplier. The bet, like all others, was accepted but at the moment of shooting after selecting my target, an error message popped up instructing me to contact customer service. Coincidentally, my choice was x200, which means I would have won 160€. However, after contacting betflg customer service, I was told that the problem was not from the provider's side but was due to betting limitations set by me. I have never set such limitations especially since I often play with considerably higher bets. I am asking if it's possible to receive some advice from you because they have closed the case but I am sure that the problem was on their end and not mine. This has never happened to me before and I've been playing for years, yes sometimes bets are not accepted but I am usually notified about this immediately, not at the end when it should pay the win.

Dear Lucadyaa,

Thank you very much for submitting this 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?

Can you confirm that there are no responsible gaming limits set in your casino profile?

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.

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

I don't expect to receive the money nor to discriminate against the site but simply because I was told that it would be my fault when I never set limits and they know it since we're talking about a €3 bet when I make bets of 1000 one and I have never had any problems, then why was I allowed to play the game but the error was given to me at the end of the bonus game without the credit? Just this, just more sincerity towards a customer who still plays with them.

I understand your disenchantment, but as I stated in my previous reply, we would need evidence from you to be able to proceed with the investigation. So if you have any communication with customer support or any screenshots from your account showing the failed game as well as the responsible gaming limits set in your profile, please forward them to me (veronika.l@casino.guru).

You can close the case as it is an excellent casino I was contacted and they solved the problem thank you very much

Dear Lucadyaa,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru