Duelbits Casino - Player has experienced technical glitch while playing.

I recently had an issue with a slot. I was playing a game (sweet bonanza) and I had lost a lot so I decided to raise my bet and somehow I spun into a bonus on the first spin. The bonus began and I had started to win a decent amount. Halfway through the game froze, I had experienced this before but usually it’s not a problem and I’d just need to refresh and it would fix. This time I refreshed but when I refreshed the bonus was gone. None of the winnings were credited to my account & I had lost the money that the spin which got me into the bonus cost. After discussing with the slot provider they told me that it was the casino’s responsibility so I contacted duelbits. They informed me that the round "didn’t play" on their end so there’s nothing they can do. I really would like this to be resolved, I have attached an image at the end of a screenshot of the bonus & where it froze. As a result of all of this, I ended up gambling all of my money. This was very out of character with deposits and bet sizes bigger than I ever had and I’ve been informed that the casino should have had a system in place to recognise a problem like this and stop me. But that is another problem, not sure if you’re going to be able to help but I would greatly appreciate if you could. It’s completely unfair for me to lose to someone else’s mistakes, whether genuine mistakes or not. Can it also be noted I’m pretty sure the username for the Casino is correct but I’m not 100%. I can’t check because as a result of all of this I closed my account with them. Also, I entered £6000 as the disputed amount but this is only what I knew I had lost, it could have been a lot more depending on the outcome.

Dear luca0199,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence along with any communication to petronela.k@casino.guru? Please understand that a static screenshot is not sufficient evidence. Ideally, we will need your game history a video.

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.

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

Best regards,

Petronela

I didn’t know this at the time. All I have is a screen recording of the same screen showing it’s not moving which I now realise will also not be sufficient.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you come across any supporting evidence related to this case, or if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.