The player from Germany won from bonus rounds, but her winnings were not honored due to an unknown reason. We closed the complaint because the player stopped responding.
Bets Amigo Casino - Player’s winnings disappeared.
Amount: €1,000
Bets Amigo Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
Bets Amigo Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, I won 20 bonus rounds (stake 4 euros) per spin in the Zulu game between 10:30 am and 11:00 am today. The game was immediately stopped by the casino side…. When I got back to the game, of course they were gone. That's cheating!!!!
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1 year ago
Dear diseydel68,
Thank you very much for submitting your complaint. I’m really sorry to hear about your negative experience with Bets Amigo Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?
Did you have any bonus active on your account during the incident? Did the game encounter an error? Did you make a screenshot of the error? Have you contacted casino support regarding the issue? What was their reply?
I will be waiting for your reply patiently.
Best regards,
Tomas
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1 year ago
Translation
Hello Thomas, thanks for the quick reply. I just won the bonus game with 20 free spins. It was displayed and the screen was black straight away 🤷♀️after a few seconds I logged back into the game and it was gone, normally an error is displayed and the round is repeated. This was not the case, even if the game had continued, maybe 2 rounds would have been played in the few seconds. Unfortunately it went so fast that I couldn't take a screenshot. Who suspects that the casinos can manipulate. The evening said there had been no disturbance. Yes of course....
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1 year ago
diseydel68,
Were you able to contact the casino or the game provider regarding the issue? Is there a record of you getting the 20 bonus round in the game log?
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1 year ago
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No, I couldn't take a screenshot, the screen went black and the game restarted, and there was no repeat game, as is usual with faults
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1 year ago
Dear diseydel68,
Can you access the game log (where all bets are being recorded during your gameplay)? Is the spin you made resulting in the outcome you are describing recorded there? Were you able to contact the game provider regarding the error or did the casino support offer any compensation for the technical difficulties?
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1 year ago
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Hello, it is impossible to reach someone there via kuvecgat. I am sending you a screenshot of the spins during this time. And from 10.30 nothing is recorded, that's extremely strange 🤷♀️ 
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1 year ago
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I mean live chat. usually there are around 100 people in the queue
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1 year ago
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Hello again, I'll send you the whole process again, I've just seen that there's also something behind it. Unfortunately I didn't get it together in the picture. So again… I earned the bonus with 20 bonus rounds with a bet of 4 euros. When I earned that, I had already raised at least 100 euros…. When the ad came up (congratulations you have 20 bonus rounds) the screen went black and I was completely kicked out of the casino. When I logged back in (a few seconds later) the game was gone. I did NOT play a bonus round. Is there a way to check this number? 37320a930b3dd9b6316e4dfb18959697
I am firmly convinced that I was cheated. Thank you and again I started with 4 euros (on the list it looks like the bonus was won with 1 euro
Many Thanks
37320a930b3dd9b6316e4dfb18959697 
37320a930b3dd9b6316e4dfb18959697 
37320a930b3dd9b6316e4dfb18959697
icv would be very happy about an early reply
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1 year ago
Thanks diseydel68, for the detailed explanation.
Do I understand correctly the round you played was recorded in the game log as if the bet was 1€ instead of 4€? Was the win (of 563,20€) correctly credited to your balance to your knowledge?
What does the disputed amount of 1000€ represent in this case?
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1 year ago
Translation
Yes, that's exactly how it looks in the log! I have already had several bonus rounds in the game with 15 rounds it was always around 1000 euros. In this game it was 20 and I already had more than 100 euros when I spun the 5 bonus symbols. Can't you just check that? Oh yes, I had the money on it after I complained to customer service. Can't you check that? 500 were far too little! I estimated the 1000 euros. When I play in the casino, then usually only this game!!
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1 year ago
Dear diseydel68,
Please understand we can't push casinos to grant you winnings you only think you are entitled to. If the server recorded the bet of 1€ on your account changed according to the game history and it matches with the data from the game provider we would consider it an adequate result of your gameplay.
Please let me know if I overlooked any information before I close the complaint.
