Duelbits Casino - Player's balance disappeared.

I was playing playing plinko while screen recording for close to an hour on September 7th 2023,

at $5 a ball when my balance was at 168 to getting an error message saying that there were to many request. When i refreshed my page it showed a $751 balance then it quick went down to $4.20 with out anything being touched. When I brought it to supports attention with the video evidence I originally brought it up for 165 dollars going missing and was told that my missing balance was due to multiple devices which I am only logged in on one device, but I had a buddy over who has his own account, who was not playing at the time this happened. Then blamed the missing balance on drops that I had done like half an hour before hand of 20 and 40 dollars but I was watching my balance the whole time hence why I switched to 5 dollar drops. Then I was told that they were going to escalate it to there tech team and when i asked how long that would take mary replied with idk, but she would be getting ahold of me. I waited 12 hours before asking if they found anything to which Support agent moe replied with they needed the round ID all of a sudden, so after going and finding the round ID Moe's informed of my larger bets from before when my balance was higher. That I had gone though that 164 dollars during that time and but i told him how is that possible cause that doesnt explain 8 ghost drops, that's when Support agent mary chimed in on the conversation saying that I had won 40 dollars on a 20 dollar bet. Then moe goes on to tell me I did a 3.20 bet after placing a $5 bet and said there was nothing they could do for me and my video evidence didn't mean anything.

I've attached the part of the video that shows my problem but will give the entire full length video if needed. I've also uploaded the support conversations and the round ID they requested.

Yes. I didnt see that the balance had jumped to 751 originally quickly before it changed to 4.20. But yes that is correct.

Dear Tstelli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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.

Could you please send me your gaming history segment that the casino identified as the source of loss of balance? My email is tomas@casino.guru

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

Best regards,

Tomas

Yes I will right now.

Did send you thr correct part? Cause otherwise ill have to figure out how to find it that far back. Im not even completely sure what segment theyre talkinf about.

I checked the files you sent me. Could you please provide us with gaming history from the time

this event is recorded?

Please send me the gaming history where your balance is recorded. you can usually request the gaming history from a specific period from casino support. I'll await your reply.

I am waiting on duelbits to send it to me. At first they just provided me a link to my transaction list, and said they couldnt. Now they are saying they can but i need to email them from my email linked to my account which i have. If they dont send it soon ill try paging through to find it.

I sent you an email with the transactions from that time period.

I apologize for the inconvenience,

but such a list won't help us to determine if any balance was lost during your gameplay, unfortunately.

Was the casino able to provide you with a more substantial gaming history after you requested it?

I'll await your reply.

I went through my plinko history and im missing a whole page of drops on there. Im assuming its the page that has all the info were looking for. Ill try to share it here but ill email it to you too.

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

Hello Tstelli,

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?

Idk if this will make a difference or not but i was able to recover my email account for the address i use on duelbits. They told me they couldnt help me cause i was emailing them from the wrong email address.

Dear Matej,

Apologies for the delay.

We've thoroughly investigated the customer's concern regarding their Plinko game session. Our analysis indicates that there were no technical issues on our end at the reported time. The error message the customer received 'too many requests, slow down' suggests that they were exceeding the allowable activity on their end.

Furthermore, upon careful examination of the customer's transactions, we found no significant discrepancy during the reported round.

We've implemented cutting-edge Provably Fair algorithms to ensure that our games are transparent and unbiased. These algorithms provide verifiable proof that games have not been manipulated to favour or disadvantage any player. Each game's specific algorithm is detailed for your confidence and peace of mind."

https://duelbits.com/fairness by allowing users to check results with a round ID. This feature adds an extra layer of transparency and trust for players, as they can independently verify the outcomes of their games.

If any player has concerns about the fairness of a Plinko round, they can use this verification process to confirm the results and ensure that the game was conducted in a fair and unbiased manner. This aligns with the commitment to providing a transparent and trustworthy gambling experience.

Please check below, highlighted the entire gameplay of the customer from the time he presented his case at Duelbtis until he finished with $4.20. He provided a round ID which we used to identify the exact time where this situation happened.

Please let us know if you need further explanations. Wanted to attach the file but it doesn´t seem to have the option to add an attachment.

The round ID is the one that support had given to me im not sure if that is the correct spot or not seeing as it showed i had a balance til i had to refresh the page cause 163 dollars disappeared. It wasnt until someone pointed out to me that the amound jumps to 761 after i refresh the page then it shoots down to 4.20. If you look at the video you see that im not hitting the button too fast. Plus theres full pages of missing transactions that i wasnt able to see from before that transaction.

Dear Duelbet casino representative,

Could you please provide us with the logs in a format that allows us to check the complete bet and balance history from that specific day? Additionally, we would appreciate the ID's on bets in a format that enables us to pair them with the corresponding video footage.

(matej@casino.guru)

Dear Matej,

The requested report has been sent to your email.

Please let us know if we can further assist.

Kind regards,

Hello Tstelli,

After reviewing your screenshots and the game log provided by the casino representative, I have been able to identify the bets in question.

Upon examining the server logs, everything appears to be in order.

One possible explanation is that during your game session, you experienced a disconnection from the server. However, the game on your device continued with different outcomes than those on the server. As a result, some of these rounds may have resulted in wins. When you refreshed the game momentarily, you saw the outcomes of the unfinished bets (balls that were still in play and their outcomes were yet to be determined).

Nevertheless, this discrepancy occurred solely due to the disconnection, and the local results were only temporary. Upon refreshing the game, the balance was synchronized with the server results.

In such situations, the server results are considered the correct ones, and unfortunately, there is nothing we can do to alter them.

Well that explains why durring multiple drop a ball was never dropped and it seemed like the screen just froze. But why would it show one thing to me, but the server outcome be different. To me that sounds like a way to manipulate play.

This situation occurs because when a disconnection happens, the games are programmed to complete the round instead of remaining frozen. If there is no response from the server, your device generates a random number to determine the outcome, and the actual result is synchronized when the connection is restored. I understand that this can cause issues for those who are disconnected for longer periods, but it benefits those who are only disconnected for a few seconds. The game cannot be manipulated in this way because the casino cannot influence the random number generator used by the game provider. These generators undergo regular testing. Additionally, the game provider has no ability to affect your balance, so neither party can benefit from this situation.

Dear Tstelli,

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.

the game kept freezing on me after i would hit the drop button.. I didnt show a ball drop or anything then it would reset like nothing happened, but my ablity to change what style game i was playing was the only thing that would change (ie normal gold silver bronze) there would be no change to my balance though. So i went on like normal. If i would have know my balance was getting low i would have changed my bet but it said i had 163 dollars until it said there was an error and i refreshed it. So i guess i would like my 163 back if anything now.

Dear Tstelli,

I acknowledge your concerns, but kindly contemplate the situation from an alternative viewpoint. Granting refunds for your wagers would open up possibilities for multiple players to exploit the system by conveniently disabling their wifi and subsequently demanding reimbursements. In your specific scenario, the game displayed a victory for you, but the server registered it as a loss. Conversely, there are occasions where players receive payouts due to the game provider's server determining the outcome as win and they saw loss on their device. Consequently, I apologize, but the casino is unable to refund the amount of $163 to you.

Even though it displayed the 163 before i ever refreshed the page? Like it showed me that i had a balance until the system said error. Thats what im not understanding like my balance played a pivitol role in the amount i was wagering.

When disconnected, your game continues running and generates random results if there's no response from the server. It carries on for a while until it's evident that the disconnection is prolonged, at which point an error is displayed. Upon refreshing the game, the connection is restored and your balance is synchronized. Unfortunately, this is a common issue, and there's nothing we or you can do about it.

If you agree, I will close this case as rejected because the casino has presented the server logs where everything fits.

I mean its kind of bs but if theres nothing i can do about it theres nothing i can do about it

The only response i have to that is normally when thay happens though my balance stopps changing all together and i usually notice that but this time my balance kept changing as if it never disconnected

I understand your frustration. I've encountered similar cases before, and in each instance, the server log has been deemed as the accurate record. I regret any inconvenience this may cause, but I must decline your claim as unjustified.