Betway Casino - Player encountered a betting error during a live game.

I was playing extra chilli live last night where I did multiple bets and lost a bit of money. I decided to up the bet at this point which led to me doing a £25 bet on the extra chilli live game. This is max bet. The game then said ‘ there is a temporary problem with the game server’ and took off my bet. The bonus feature came in which would have paid a very decent amount.

I have attached photos of the error message along with the free spins feature landing.

I spoke to a member at the casino who told me to email their support team however they have sent me an email address which they no longer use. I try to get in touch with the casino but it takes several hours to talk to anyone.

Dear Britthow22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

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.

If your bet was rejected and no money was deducted, there is nothing anybody could possibly do.

Looking forward to hearing from you. Thank you in advance for your understanding.

Hi,

thank you for the reply ,

does this mean there is no way I can be compensated for the error?

Dear Britthow22,

Was the bet deducted from your balance? Is the bet visible in your betting history, if yes, what was it's outcome?

Dear Britthow22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.