The player from Italy had reported an issue with a game in which his €105 bet was cancelled and refunded without any further explanation. He had reached out to the casino but was unsatisfied with their response. After reviewing the case, we had explained that if a bet is rejected by the provider's server, it is invalidated and the correct procedure is to refund the player's bet. The player, dissatisfied with this explanation, had requested the cancellation of his complaint and deletion of his account. Consequently, the complaint had been closed as per the player's request.
BetFlag Casino - Player’s winning bet was unfairly cancelled.
Amount: €285
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Translation
Good day, I've had a negative experience with this casino and provider Pragmatic Play, and I wish to file a complaint.
On January 6th, at around 6pm, I started a Live session on the Candyland game. I wanted to post all the different plays, but oddly enough, after declaring my intent to file a complaint here, I can no longer access the details of my games.
After a series of bets where my balance fluctuated, I repeated the last bet of €95, adding €5 on the number 5 of the wheel and €5 on the bonus, resulting in a total bet of €105, with €65 wagered on number 5.
Just 3 seconds before the wheel cursor stopped on number 5, I saw my bet (previously accepted like all others) rejected and cancelled.
Immediately I halted the session and wrote about the bug I encountered in the casino's support box, detailing the situation and doing everything required by the staff.
I also reported that the bet of €105 was immediately refunded. But why should they refund the bet? Previous lost bets were not rejected. Does Pragmatic start rejecting bets when they have to pay? Should I assume this? I placed the bet, it was initially accepted and my connection was stable, so I don't see why they should refund my bet and not my win.
After waiting for two days, an hour ago, the support replied with:
"The reported rejected bet has been automatically refunded by the system, therefore, there are no issues to resolve."
When I was the one who immediately reported receiving the bet refund.
I await your kind intervention.
Automatic translation:
Public
Public
11 months ago
Dear la_pawers,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetFlag Casino.
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.
If the bet was rejected by the provider's server, it means no matter the result the bet was invalidated. While this might be an unpleasant situation, it might happen, and the correct procedure is to refund the player's bet.
You did the right thing to contact the support, however in this situation, I can see nothing unfair going on.
Please let me know if I overlooked any information, or if there is anything else I might do regarding your issue, otherwise, the complaint will be closed.
Best regards,
Tomas
Public
Public
11 months ago
Translation
I find it absurd in any case, so please I invite you to proceed with the cancellation of the aforementioned complaint and the immediate deletion of my account and all my data in this forum thanks
Automatic translation:
