BitBetWin Casino - Player experiences technical issues with game rewards.

Game showed I won $2000 and then the reels shifted and changed to $2. Support said they reviewed my logs and that it did land on the winning numbers and that it's an animation of the game but cited a different game than the one I was playing and when I brought that to their attention they said they would reinvesting ate but then stopped responding.

Dear spinkos727,

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 sent the entire email conversation with customer support as well as a game screenshot to the email you provided me.

Thank you, spinkos727, for the forwarded communication. I can see that the casino has conducted a thorough investigation and found no discrepancies or technical issues. I would like to bring to your attention that the game's graphics can occasionally be misleading, especially when playing multiple lines with varying denominations. There are instances where a win may be displayed differently from the actual amount credited to your winnings.

It is crucial to note that it is highly improbable for the winning amount to differ from what is added to your balance, as these calculations are performed by software, not influenced by human intervention. I hope you can appreciate that, without substantial evidence indicating that your winnings should be multiplied by a factor of 1000 compared to what was initially added to your account, our ability to negotiate this matter on your behalf is quite limited.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

The reels are still green, indicating that those reels are winning reels. if you dont win they are grey. when it told me i won $2000, the spin was over. then the second two reels moved half of a position and it said i won $2. almost as if i spun again but I didnt. I dont know how it happened, but it did. the company did not do any investigation at all. they didnt even know what game i was playing and assumed based on a detail i had given them and cited a different game that isnt even on the platform. they admitted the reels landed on what i said they did, and now they stopped answering me other than telling me i recieved a message 3 days ago and if i have anything else to add it, but the message they show me is a message from me to them.

I apologize, but we currently lack any documented record of your €2,000 win in your game history, making it challenging to address the matter with the casino. It's essential to understand that without substantial evidence, it becomes exceedingly difficult to raise the issue with the casino. If you happen to obtain any evidence that could support your case in the future, please don't hesitate to reach out to us, and we can revisit this matter. I regret that I cannot provide more assistance at this time. Thank you in advance for your understanding.