The player from Germany experienced a technical glitch while playing in the casino. The player was offered compensation for the inconvenience. We rejected the complaint due to a lack of evidence.
GGBet Casino - Player experienced a technical glitch.
Amount: ??
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Bonus does not start
01/16/2023
Time :13:58
I unlocked 2 bonuses in the game Multi Joker popwins. Neither bonus started. With both bonuses, the free spins would also have been activated. The amount in dispute cannot be precisely quantified because it is unclear how much both bonuses and the following free spins would have brought in. Depending on the multiplier, several hundred euros or more would have been possible.
Screenshot available.
The game transaction ID of the said rounds is not displayed to me or is no longer available. The last IDs displayed are 5 minutes before said round.
Support informed. No solution offered and put off. As always.
Screenshot chat history attached
.
Also available are:
Screenshot of the game round;
Screenshot last IDs shown to me
:
Automatic translation:
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1 year ago
Dear unschubladisierbar,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Do I understand correctly the ID of the spin when the bonus rounds should have been awarded wasn’t recorded in your game log?
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.
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 understanding.
Best regards,
Tomas
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1 year ago
Translation
Correct, the game transaction ID is not displayed. About 5 minutes of the IDs for the game are missing. However, money was deducted for each round. I find it strange, however, that you are always turned away by support if you cannot provide a screenshot. This time I could. The support staff made me wait several minutes twice. Only then was it asked for the ID. Then it was not available. The IDs are displayed until 12:54 p.m. The lap in question was at 12:59 p.m.
I can send you the screenshot from the round in which I earned the two bonuses.
I have 2 more problems with this provider. A problem is very serious and the value of the dispute is 410 euros. However, I cannot open another complaint. Should I describe the problems in this case?
Edited
Automatic translation:
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1 year ago
Dear unschubladisierbar
The reported rounds were checked by the provider. Even though you might have caught a "glitch" in animation, the final result of the round and calculations are correct.
You were also awarded freespins for inconveniences.
Kind regards
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1 year ago
Translation
I also replied to gg.bet about this. I told support in chat not to give me any credit. I also disagree with this credit.
My reply to gg.bet:
Hello,
I do not agree with this solution.
You are welcome to give me 50 free spins in free spins mode on the game "Multi Joker Popwins." credit, because I played the game.
Or they allow me to play the game round in Multi Joker Popwins with the 2 bonuses activated, followed by free spins mode which would have been activated automatically.
I could have won several 100 euros.
50 free spins in Hot Triple Seven are not equal compensation. That's ridiculous.
Especially since a win is again subject to the bonus conditions. No thank you. It's not a good compromise, but you know that yourself. I'm asking for a better solution.
I know you can replay rounds. Many games do this automatically when an error occurs. So it should be possible in my case too.
-----Original message-----
From: support@gg.bet
Sent: 01/17/2023 05:25 p.m
To: d*****@******.de
Subject: GG.BET customer service
Dear Customer!
Earlier you contacted us regarding the difficulty in the game "MULTI JOKER POPWINS" . We apologize for the inconvenience and that is why we have credited you with 50 free spins on the game Hot Triple Sevens.
Sincerely, Sandra
GG.BET customer service
Chat log with support:
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Translation
It is also not the first technical error that occurs with this game. Also the last time I was brushed off with a non-comparable replacement. Last time over 10-20 rounds it showed the same image on every spin. Money was still deducted for each round. Again, I have screenshots as proof.
Edited
Automatic translation:
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1 year ago
Dear unschubladisierbar,
Please understand, that it is very difficult for us to proceed with this case without supporting evidence. The proof we would consider relevant would be a bet recorded in the game log.
We also consider the casino's approach to investigating the situation with the game provider and offering you compensation as fair.
My recommendation for your issue with a stuck game would be to immediately stop playing the game in question and contact casino support, in order to prevent losses.
We would like to help you, but it’s impossible for us at this time. The complaint will now be rejected. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.
