The player from Germany had been disputing a technical issue with Betriot for four weeks regarding uncredited winnings from the Merkur game, Zentaurus Power Spins. Despite winning around €134, the winnings remained stuck, and chat support continued to provide the same repetitive responses without resolution. The Complaints Team had requested supporting evidence from the player, including screenshots and video documentation of the issue. However, as the player did not respond to these requests, the complaint was rejected due to insufficient information for further investigation.
Betriot Casino - Player's winnings are delayed and uncredited.
Amount: €160
Betriot Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello, I have been disputing the same issue with Betriot for now four weeks.
I played a Merkur game, Zentaurus Power Spins. I won around €35 in the power spins, but it only showed €13 in the renewed power spins. I had no choice but to continue with the €13 win. In the power spins, I won approximately €134.
However, my winnings were not credited to my balance and remained stuck there. Every time I open the page, it brings me to the point where I won €134 and gives me the option to either accept it or risk it in the ladder game. If I choose to accept, it doesn't credit my balance and keeps getting stuck, again and again. Eventually, I tried the ladder game and pressed for €140, hoping it would be credited then. But no, now it's stuck at a €140 win. This has been happening for 4 weeks now. The chat support is just giving me the runaround. Each time they tell me my case has been forwarded to the relevant department and to be patient—they will contact me. They have all the information they need, from the game ID to screenshots.
Earlier today, I chatted with them again—fourth week. And once more, I got the same response as the last three weeks.
I would be very grateful if you could help me with this.
Automatic translation:
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2 months ago
Dear serce76,
Thank you very much for submitting your 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?
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.
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.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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2 months ago
Translation
Hello Veronica, I am sending an email. Greetings
Automatic translation:
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2 months ago
Thank you for the screenshots of your communication with chat support. However, it is not enough to continue with the investigation.
You mention that your game gets stuck every time you open it and spin. Do you have any video evidence showing it?
Are your bets, wins, and loses recorded in your gaming history?
