BitBetWin Casino - Player experiences irregularities with game betting.

game reels change after spins and respins to pay less money, frequently double charge for bets.

Dear mryanp213,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are 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 cooperation and understanding.

Best regards,

Petronela

I forwarded the email thread between their "customer support" and myself which includes two short videos of the spins that I believe I should be awarded the original result. If you're unable to see them please let me know and I will send them to you directly.

Videos from the player:

1st video

2nd video

Thank you, mryanp213, for your email. Could you please request and forward your game logs of the disputed spins?

I requested the logs, but they have stopped responding to me all together now.

I would also like to point out that in the first video I was not credited at all for a win and in the second, I was not given the entire amount for the win either way you look at it.

they responded to my request for game logs with telling me how to find my game log in credentials. I explained that is not what I asked for. should I continue to forward that conversation via email?

Isn't your game history available inside your casino account as the casino advised? Please understand the game history would be the most effective way to check the entire game session. Thank you for your understanding.

no, there is no way for me to see any game history and they will not send it to me. I have been extremely clear about what I'm requesting but they are answering with anything else they can think of.

Thank you very much, mryanp213, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

thank you

Hello mryanp213,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.