Bitcoincasino.io - Player’s complaining about missing functionality while playing live roulette.

Dear Elton,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance, but, before we do that, please could you forward any relevant communication and supporting evidence to petronela.k@casino.guru. Unfortunately, I couldn’t open the pictures inside the complaint. Thank you very much in advance for your reply. I hope we will be able to help you to resolve this issue as soon as possible. 

Best regards, 

Petronela

I've replied back via email, thanks.

Thank you very much Elton for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Elton.

I have just finished with the investigation of your case. Unfortunately, we believe you are not entitled to a refund. If you experience any game error you are obligated to stop immediately and report it to the casino.  

See the part from the casino T&Cs, below.

However, we would like to know the official casino statement about your first video where we can see obvious malfunction of the undo button.  

We will now try to get in touch with the casino.

Dear Casino Guru and Elton,

we would like to inform you that the official request to the provider has been sent, and we are now waiting for their response to clear our the situation.

Thank you for your understanding in advance!

Hello Elton.

I am very sorry about the misunderstanding but we considered you are interested in resolution with compensation in it.  

If you just wanted to report software inaccuracies then we really appreciate your great approach. Let's wait until the casino provides us with the final statement.

Please, let us know if you have any questions or require further assistance. 

Dear Bitcoincasino.io Casino team.

Thank you for looking at this matter, we are extending the timer by 10 days. Please, inform us about the outcome.

Hello Bitcoincasino.io team.

Please, could you provide us with the statement about player's compenastion?

Sorry for some errors in the previous message, it inputs some stickers all the time.

Dear Elton,

Following up on your questions above, we would like to first of all pay your attention to the fact that the malfunction was observed on the provider's side, which is why they agreed to pay compensation to you. The compensation was calculated on the provider's side and is the amount only for the rounds where errors were observed.

Unfortunately, we have nothing to add in this case so far. Our apologies for the inconveniences caused, we hope for your understanding!

Dear Bitcoincasino.io Casino.

We appreciate your cooperation in this case. Please, could you react to the player statement?

Dear Jozef and Elton,

unfortunately, we do not find the player's screenshots from chats obviously proving that the casino's actions undertaken were not correct. We have provided all the evidences from our side proving that a) game provider confirmed malfunctions on their side (in which case it is not related to the casino itself), b) game provider gave their consent that the faulty rounds can be compensated for. Based on these facts, and also because we do not find the player's screenshots telling the opposite, we would like to say that we don't see any further arguments on this issue. We did what we should, we agreed with the game provider on the compensation, and the compensation amount does not depend on the casino in any way.

Thank you for your understanding, Elvis, and for your cooperation, Jozef!

Scam casino

Dear Jozef,

we have asked an official email from the game provider. Hope to send it to you soon as a proof.

Thank you.

Dear Bitcoincasino.io team.

Please, forward it to my email address jozef.k@casino.guru .

Best regards, Jozef

Dear Elton.

Although, your screenshots looks uncertain, if the casino provides us with relevant proof from game provider then it is clear for us.

Please, be aware that the casino canot alter the software from the official game provider.

Dear Jozef,

will send as soon as possible.

thank you.

Thank you, too. We are extending the timer by 10 days.

Hey bitcoincasino,

https://validator.antillephone.com/validate?domain=http://bitcoincasino.io

It does not seem that you have valid licenses to be operating a casino.

Can you explain this to us?

Thanks,

Elton

Dear Elton and Bitcoincasino.io Casino representatives,

we carefully analysed all the data, and we believe that Elton has no right to refund.

Let me explain:

The lost functionality (undo and double buttons malfunction) does not influence game fairness. The RTP, chances, variation etc. All conditions were the same. So, it is like if you come to the supermarket and there are no trolleys available and you can use only small baskets. You can still go shopping, and you will pay the same amount as with the cart, just it may be uncomfortable because you need to make several rounds to buy everything that you need. Your refund in the casino is like if you say at the cashier that because you needed to make several rounds, you do not pay anything.

Another good example:

You are at the plane, and you discover onboard that they screwed it up and they do not have your preordered vegetarian food. Airline probably gives you some miles or complimentary VIP lounge stay, but they will not refund your flight ticket because of that.

The game provider already confirms that they had some issues – so it is an issue of a game provider, not the casino. They offer you compensation based on the rounds, where you wanted to use malfunctioned buttons. Or you planned to use it in every round? Because if yes, then didn’t it mean, that you noticed the bug since the beginning? If this what happened and you then continued to play, by casino terms, it is your fault and they have no liability for your loss. And if you used these malfunctioned buttons only a few times, then the refund from the game provider is adequate.

Your screens from a game provider chat we cannot accept as a proof: there is no clear who is complaining, on which website and about which case are you talking about.

Unfortunately, we’re forced to reject this case because we believe the casino behaviour was justified.

However, if you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Curacao). Please, contact me if you require assistance with it.

Best regards, Jozef

Casino.Guru team

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

 I will now transfer your complaint to my colleague Matej who will be at your assistance.

Hi all,

we would like to remind that still the amounts in question can be refunded in the way we described earlier.

Also, answering the question about the license - we have Curacao license, it can found at the bottom of the web site.

This complaint was reopened based on player request.

He is pointing out that he has on video how he is trying to undo $400 bet.

The main problem what I see here is that player wants a full refund of $4000 and casino offers him a refund of $110.

I would like to mention that the correct approach here is that if a player notices some bug, he should immediately inform the casino and not taking unfair advantage of this bug.

I still don't understand why Elton continues to play after finding a bug?

The point here is that Elton made some bets. If he contacted the support and explains to them that he has a problem with undo button which is not working, the casino should refund him his last bet. (or bets, if this situation repeated several times until he realised that it is a bug)

But in the case that Elton, even though he just found a bug continued to play. This error in-game doesn't affect the fairness of the games. If he made a bet which he wanted to undo, he should contact support and stop playing. But if he continued and lost all his money, we believe he has no right for refund. (which is this case)

And one question for Elton. If you bet and then try to use undo button (but undo button won't work) and you win - will you return the winnings?

I am sorry Elton, but I don't see a reason why should casino return you all the deposits. In all your bets you had a fair chance to win, and I doubt that you would complain in case of winning.

Also for you guys to deny the casino representative conversations is stupid. I have the full screenshots and will provide them to the courts with the URL(bitcoincasino.io) as it was taken from my phone along with a screen recording as proof.

Hey Jozef Krucay,

Please name any legal casino which blocks undo bets. Go ahead? Removing undo bets is like removing the ability to enter a legal/fair casino. 🙂

Elton,

the problem here is that you are asking of refund of all your deposits. Did you use the undo button in every your bet?

The casino offered you a fair refund based on data from the game provider. 

If you disagree with our decision, feel free to submit a complaint on licensing authority or court.

Hey Matej,

If the casino looks at my previous gambling logs prior to the date in question... I always used the undo bets button when i had a change in feeling which was usually 'every round' before the round started. This was not fair and having to go through this bullshit being an honest gambler at the casino and being at an overall loss prior to this date you can see that i never had to complain because i lost fairly. What happened on the date in question was completely unfair. If my local casino told me that i couldn't take back a bet before the game started then that casino would be under investigation for fraud regarding fairness of the game. This compensation was a complete joke and i returned every single dollar back to the casino and i never accepted it via withdrawal option. I made it clear to the casino i was not accepting the compensation because it definitely was not fair and there is no proof on how that compensation was calculated as you can see from the current responses from bitcoincasino.io. Treating a player who was honest at this casino for financial gain from a error that effected the players gaming experience should be unacceptable. They used what happened to me as a way to rip me off and say f*c* you heres not even 1% back but thanks for the 99% and thanks evolution gaming for rigging the undo button by causing it to malfunction.

Any other casino on here would have done the right thing and returned the deposit from april 11 because they would have clearly seen the issue effected my game play. I switched to a new casino roobet and their team is honest and respectful to their players, i haven't won anything back from roobet yet but they gave me a fair gambling experience something that bitcoincasino.io failed to do for me on april 11th. If this casino can't even compensation me 5,000USD for a malfunction that occured on april 11th then there is no way they are going to compensate anyone else when something like this happens again.

If Bitcoincasino.io decides to compensate me because of the 1 time malfunction that occured which effected the fairness of this game and gives me a real apology then i will accept and not proceed to submitting my lawsuit papers for something as small as 5,000USD. I've already spent 10,000USD paying my lawyers to investigate what had happened and to build a case against bitcoincasino.io, i personally don't care about losing money because i gamble everyday but i'm not in the charity business and i'm taking this case personally because of the fairness which caused me to lose.

If you decide to make a lawsuit, go on, it is your money. We are an independent 3rd party website, and our jobs are to evaluate if your claim is justified. And we believe it is not. An I will one more time to explain to you why we think this.

Point 8:

The Casino is not liable of any hardware or software defects, unstable or lost Internet connection, or any other technical errors that may limit access to the Website or prevent any players from uninterrupted play.

The Casino, its directors, employees, partners, service providers:

• do not warrant that the software or the Website is/are fit for their purpose; • do not warrant that the software and Website are free from errors; • do not warrant that the Website and/or games will be accessible without interruptions; • shall not be liable for any loss, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise, arising in relation to your use of the Website or your participation in the games.

Especially point 10:

Should you become aware of any possible errors or incompleteness in the software, you agree to refrain from taking advantage of them. Moreover, you agree to report to the Casino any error or incompleteness immediately. Should you fail to fulfill such obligations, the Casino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification.

In the first part of the rule is written that you should report the error immediately - what you didn't. In the second part, you agree to refrain from taking advantage of error - what you did (continuing to play 

 and then asking for a full refund is an unfair advantage)

So as I wrote above, we believe you have no right for a full refund (only partial), and casino offers you this option.

But if you believe that you have right for a full refund, I recommend you to contact the licensing authority before you spend some money for a lawyer.  

I am sorry Elton, but we must reject this complaint as unjustified.

If you contact the gambling authority and they decide in your favour, or you win a lawsuit, please let us know. (but my personal opinion is that this is unlikely)

Hey Matej Novota,

Point 8:

This had nothing to do with the website, this had to do with the provider that is hosted on bitcoincasino.io and their game which is provided by bitcoincasino.io. The provider had a malfunction but my money went to bitcoincasino.io not the provider.

Point 10:

As soon as i was aware of the issue i immediately contacted the support which i did in the video if you watched. That was my last deposit which was in the video so no you are definitely wrong i did not take any advantage after i noticed the error.

I followed the rules i followed all the protocols for reporting and in the end i was told i would not be compensated, this is a scam.

Then how many bets would you like to compensate?

I understand what you wrote, but the question is how many bets you would like to return and I expect that you tell me some number.

You are talking about refunding you the money what you lost during 11th April.

And what would happen if you won on 11th April? Would you return the money?

Hey Matej,

How could a player abuse the ability not be able to undo bets? I don't understand this logic. If it was apparent that there was a malfunction which gave me as a player an advantage this casino would definitely request i pay back what was caused from the malfunction in full or hold my funds so i wouldn't be able to cashout.

So if this happened to you, how would you abuse this? I was only playing for 2 hours or so and after i discover what happened i contacted support and stopped playing. The support even said in the video that there is no error on their side so from the gecko they have been lying to prevent me a honest refund.

I expected better as this was my go to casino for the last year and now having to deal with this is past pathetic. Ask bitcoincasino.io how many times i have complained about the fairness of the games because of a malfunction prior to april 11th? The answer will be never.

I was banned on bitcoincasino.io because i experienced 'gambler rage' the truth to this fact is that any honest gambler would be pissed if they found out the only reason they had a disadvantage is because of a fucking malfunction and was told that they would not be compensated for those deposits. Even you would be pis**d if you were in my shoes.

Elton, I am trying to help you, but you are not cooperating. I asked how many bets did you make on 11th April.

So please answer because this question is crucial.

Hey Matej,

I would love to answer that question but i got banned on bitcoincasino.io for having 'gambler rage' how can i look at my bet logs and provide you a proper answer? I don't know how exactly how many bets i made on april 11th, i could have made 500 bets so how could i provide an answer? I want all my bets refunded.

But you guys are not willing to help and bitcoincasino.io is not willing to cooperate with how my compensation was calculated.

So i will be pursing an investigation on casino.guru because i feel that you guys do not have good intentions for gamblers effected by serious fu**ing issues. So f**k you guys & fu** bitcoincasino.io, see you guys in court.

First of all: watch your language. We dislike using dirty words, so be as lovely as we are.

Secondly: 500 bets and when accurately did you notice that undo doesn't work? 

You wrote:

"I was only playing for 2 hours or so and after i discover what happened i contacted support and stopped playing"

My point here is: Either you played and didn't use the undo button and notice it only at the end of your game session. Then you have right for a refund the last few rounds (and casino offered you this option), or you noticed the bug and continued to play with believing that if you lose you can ask for a refund. (which creates an unfair advantage)

So please tell me which it was. I am sorry, but you made 500 bets, and you want to refund them all just because you found a software bug and immediately report it - if you take this to court and win I will buy you a 100 beers.

We are here (Casino.guru) to be sure that casinos are fair and helping players who have a problem with casinos. I am sorry, but I think that your complaint is not justified. I would strongly recommend you first contacting the licensing authority before you pay something for a lawyer - simply because you can submit there a complaint about free and I not believe that any court will justify this refund.

Because Elton didn't react on our last message and because of all what was mentioned above, we believe that Elton has not right for a full refund as he is demanding. The refund what casino offers him is sufficient. Therefore we are closing this complaint as "unjustified."