BetFury Casino - Player encounters technical issues with game payouts.

Please see the attached screenshots confirming everything I'm about to say.

So yesterday (November 20th MST) I was playing Mines with 16 mines selected using XRP and a bet size of 3. Hitting auto select, I reached 3 diamonds which with 16 mines has a payout of 27.1126× which with my bet being 3 I should have received a payout of 81.3378 XRP. The payout screen instead showed my payout as 7.05089999 XRP even though (as my screenshot shows) both the multiplier bar and the bottom of the game board and the multiplier shown (on the same screen no less) clearly show a payout equalling 27.1126×.

I thankfully took a screenshot of that then immediately went to my account's bet history page to check what the bet slip showed. I became even more confused because the bet slip was showing me a payout of 2.35× which even a quick glance of the multiplier bar proves that that's an impossible multiplier as the lowest one starts at 2.75×.

I immediately contacted support who at first tried suggesting it was some sort of "visual inconsistency" and asked me a bunch of questions such as if the page had been translated and if I had an ad blocker enabled. I told them I didn't and pointed out that the multiplier bar and winning message both clearly match each other and that the bar multiplier was even highlighted.

Anyway, she went to check it out again and probably after about 10 minutes came back and said that she would have to escalate this to the appropriate department (I figured). Later on that day (close to midnight my time) I was contacted by technical support who gave me a list of requirements that I needed to meet in addition to me having to filming/screen record myself replicating another win under the same conditions (so betting at 3 XRP with 16 mines and cashing out at 3 diamonds) to allegedly "see if the issue is resolved on my side."

I tried briefly using about $11 from the tournament winning I had just won to try to see if I could get another 3 diamond win playing 16 mines and wouldn't you know, I could only seemingly get as close as 2 diamonds but never to 3. I was about to deposit more of my own personal money but then I stopped myself by realizing how insane that is for this casino to expect a player to deposit personal funds to replicate a software glitch on their site.

I then messaged support again and told them this and I was promptly told that they would not be able to help me until I sent them the video as they wouldn't be able to identify the issue without it. Um what?

Why on earth would I spend more money on a game that's already screwed me out of a payout just to turn around and get screwed over again to prove I got screwed the first time? I'm not impressed because what if I had set my bet up as an auto bet and just walked away? How many people have they ripped off because of this? And they have the audacity to suggest that they offer a bug bounty program? Where's my bounty payout on top of the payout I'm being scammed out of.

Hello beansbits,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you use a bonus while the issue occurred? When was the last time you spoke to the casino and what was it about?

Please keep in mind that such errors will definitely take more time to resolve and you can't expect the casino to fix it within a day.

Looking forward to your answer.

Regards,

Nick

Hi there.

I spoke with live support tonight (November 29th, 2023 MST) and no, I guess my account is not actually verified (even though that's one of the first things I normally do when starting playing at new casino)(I also don't see why this would interfere with gameplay as I never (to my knowledge) have had this issue in the past).

No. There was no bonus active when the incident happened.

Last time I spoke to support was tonight when I asked them about the KYC status of my account. Excluding tonight, the last time I spoke to support was a week ago on Tuesday I believe regarding this incident and my frustrations over it.

To clarify, I didn't, nor do I expect any casino to be able to fix glitches and bugs immediately. My issue is and was in the fact that, per the casino policy, that the player is expected to bear the financial burden of having to possibly replicate any glitches. I have already, as I was led to believe based on the game screen displayed in front of me at the time of the incident, not been paid out correctly, making me skeptical of the accuracy and fairness of your site. It makes very little logical sense for me to throw money down the drain with no reassurance of getting any of it back.

Hi there. Is there any update?

Thank you beansbits for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello beansbits,

I'm Michal, and I have taken over your complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

We would like to invite BetFury Casino to join the conversation.

Dear BetFury Casino,

Can you please review the player's game log to see if there was a Mines game error or glitch?

Dear Casino Guru,

We analyzed the situation described by the user and once again investigated this situation.

At the time of receiving the complaint from the User, our technical service checked the circumstances indicated in the complaint and did not find any problems with the game and established that the payment was calculated correctly, by the rules of the game.

After receiving a complaint about Casino Guru, we conducted additional tests and again didn`t find any bugs in the system or any issues. In addition, other players didn't contact the support team with the same problem. This means that the problem is an isolated case.

We were unable to reproduce the problem from our side, during the investigation. That`s why we asked the user to try to reproduce this defect, but he refused, arguing that he did not want to lose more of his own means to reproduce the defect.

Therefore, we began to analyze the evidence received from the user in order to establish the truth.

The user was playing the Mines game. This game has 25 playing fields per hand, as seen in the 2nd screenshot of the player.

The screenshot provided by the user shows that 16 mines is selected on the slider. By mathematical calculation (25-16) we establish that there should be 9 crystals on the playing field.

However, analyzing the player's screenshot, we see that there are at least 13 crystals on the playing field. We can`t set the final number of crystals, because the rest of the playing field is covered by a banner.

We can clearly see 13 crystals on the playing field, that means that the player couldn`t choose 16 mines because there are not enough cells on the playing field.

We conclude that either there was a visual defect on the part of the user or a deliberate manipulation of the game results to obtain an unfair advantage.

We really want to understand this problem, and as soon as the user can provide us with video evidence of the occurrence of the defect (it is not the fact of fixing the defect that is important, but the process of its occurrence). After that we will immediately be able to study this bug and fix it. Also,we will be able to pay the user a reward for help in fixing the defect, if the problem really exists.

However, at the moment, we do not understand what is the defect of the game, because the analysis of the provided evidence establishes completely different facts than those given by the player.

Game table example:

Provided screenshot by the player:

Thank you for your response, BetFury Casino. I can imagine it's not so easy to reiterate a possible bug or glitch in the game.

Dear beansbits,

As the casino team mentioned, can you please provide more clarification? The casino team is even willing to pay you to help them fix the possible defect or bug if you can help clarify the situation in detail or, ideally, provide any video evidence.

Thank you to both Betfury and you as well Michal for your responses. I apologize for the delay with getting back to everyone due to being busy from the holidays.

I have no problems working alongside Betfury to the best of my capabilities and I can rest assure to Betfury that my complaint is genuine and not deliberately manipulated; I simply do not have the technical knowhow.

So, as I mentioned above, I'm very willing to help and if Betfury is offering to pay me then even better. If I may make two (2) requests? The first one being that I can get something in writing or some sort of an agreement between Betfury and I that outlines what they require from me and the payment amount? This is just so everyone involved is on the same understanding.

The second request is that I might need a little bit of time to replicate this exact situation. I do have other instances while using their website of similar (or at least what I consider to be similar) "visual inconsistencies." Actually, I have 2 additional "glitches" that are above and beyond the one this complaint is about as well as possibly a third one. 1 instance involves another one of their in-house games that could also weaken player trust and be used possibly as an exploit and the other is more or less a nunance. The possible third one I would need to test a little bit more actually really focusing on whether or not it could be used as an exploit or not. All of these are easy for me to replicate but as I've mentioned before, playing against 16 mines and trying to get to 3 diamonds is not something that is generally consistently hit and therefore I don't know how much of a deposit I will need to be able to recreate this. Obviously with the holidays coming up, what would otherwise be disposable money has been used for Christmas presents. If Betfury is interested in the other bugs that I've found and can easily replicate and will pay me for those ones, I can take and use that payment to put towards replicating the one regading this complaint right after.

Thank you for everyone's time and I look forward to hearing back from you all at your earliest convienences.

Khrystene

Dear beansbits,

I appreciate your readiness to collaborate. While I trust that Betfury Casino has a dedicated team of developers and testers to assess games before their release to players, it's essential to acknowledge that no system or program is always 100% perfect. Perhaps the casino team could consider rewarding you with a bonus or complimentary funds to explore the glitch further. However, I suggest letting the casino team propose their own solution for addressing this matter.

Dear BetFury Casino,

In your opinion, what would be the most viable method for replicating the glitch to facilitate its resolution, ensuring the player doesn't have to invest her own funds in the process?

We have a good team that fully tested the user's problem once again. As we said earlier, no bugs were found. Also, no one can explain the situation with the fields, there are simply not enough of them in the game to create the situation described by the user. But it is important for us that our products do not have defects and that our users are sure of this.

We are ready to transfer 600 BFG to the user right now so that he can videotape the bug indicated in his request without any costs on his part. In our opinion, these funds are sufficient for conducting tests.

If the user is ready, we ask him to contact the support team to activate this process.

Dear beansbits,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi there.

Just so I'm clear I'm not challenging the capabilities of Betfury's technical support team.

I personally went and tried a couple of things on my end. I took some screen recordings of my testings but the files are quite big right now and I will have to compress them in order to be able to send them.

Please keep in mind that I have not tested this playing Mines. I tested this against the in-house Tower game (I'm taking an educated guess since both games I have seen some sort of visual glitch so I'm assuming it's a source code thing). I will do my best to outline the issue as clearly as possible and will try to upload my recording afterwards.

Issue: In-house Tower game Devilkins selection display doesn't change from the default #2 to new selected number, however the multipliers will change appropriately. However, if a user wishes to change the number of Devilkins back to 2 after selecting a different number, the multipliers up the side do not change to correspond with the selection of 2.

Now by happenstance, I happened to be logged in on my Betfury account the other day, only this time I logged in on my laptop rather than how I normally would be on my phone. As the issue I've noted above doesn't actually require any wager to be placed in order to observe it happening, I checked to see if this problem presented itself while on my laptop.

The answer is it did not. In fact, gameplay via my laptop was amazingly smooth. For clarification, my laptop operates using Windows 10.

I'll make note of this here that all the "visual" issues I have discovered/experienced were while accessing the site have been while using my phone(s). I double confirmed on both my phones; both of which are Android; one is a Huawei P30 Pro running Android 11 I believe and the other is the Google Pixel 6 Pro running Android 14. Both phones I was able to recreate this issue.

I also have access to an iPhone 8 running iOS version 16.7.2 which I used to check to see if the problem occurred on that as well; of which it did.

So objectively;

- the issue(s) seem to only present themselves for mobile users: both Android and iOS alike.

- the issue is not the fault of the browser as I tested using Chrome; both incognito mode and regular mode, and Safari on iOS.

- the issue didn't not happen while using my laptop (which is most likely the reason why the technical team isn't able to recreate anything as I would hazard a guess they would be using lap/desktops.)

- the issue appeared on both the original .io url and on the new redirected mirror site.

- bet amount made no impact

Like I have indicated in several comments, I have no technical or coding knowledge so I really don't know where specifically to point to start. I'll also mention to that, well this doesn't affect gameplay, I did notice that when I went to go check my bet history, if I would click on a specific bet to look at it and then exit back to the history page, the history page did not display the page I clicked from. I'm pretty sure it went back a page but the page number at the bottom would be the same still. I would end up having to click the forward button in order to view the correct screen. I'm not sure if this makes sense but I also took a video recording of this incident too.

Also, while playing the in-house game Stairs, I've noticed that occasionally there is a bit of a subtle delay when selecting a stone for a new row. This subtle delay has been an indicator that the following subsequent row selection will bust; meaning this gives the user enough indicator on when to cash out. This happens regardless of the difficulty level selected.

In summary, none of these issues did I observe on my laptop. They all only happened while playing on mobile devices. I will try to get those videos compressed and/or uploaded and share the view links.

Dear beansbits,

I appreciate your response and the information you've shared. While I believe the BetFury Casino team will find your insights valuable, I am uncertain if they directly relate to the initial reason for your complaint. It's encouraging that a dialogue has been established between you and the BetFury Casino team to address the situation.

Based on the information available to me, both from your communication and our background checks, it appears that, upon thorough examination, there was no error detected as initially described by you. The game lacks the necessary fields to create the situation you've outlined, and the explanation provided by the casino team seems sufficient. I trust we can agree that the casino team has approached this matter fairly, demonstrating a willingness to cooperate and receive feedback on the game.

Considering the comprehensive information provided, it seems unnecessary to pursue this complaint further. If you concur, beansbits, I propose closing this complaint as it may no longer be relevant. Please confirm your agreement, or alternatively, inform me if there's anything else I can assist you with.

Dear beansbits,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear beansbits,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us, beansbits, if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru