Goated Casino - Player reports faulty game causing financial losses.

I have gambled over 200m USD on dice and am very familiar with it.

In december and january i was up a lot on dice on goated. I didn't want to lose it, so i put a stop loss in place.

It turns out that their coding means that stop losses cause all types of errors - it can ignore protocols, ignore stop losses, stop too early etc.

I proved it was incorrect and they offered me a measly 1400$. The issue is still not fixed so people could be losing due to their faulty game.

I have PLENTY of proof.

Hello ajs686,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goated Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you report this issue to the casino?
• When was the last time you spoke to the casino and what was it about?

Please note that if you were aware of the issue and still continue to use it, the casino is not responsible for any kind of loss. You can also check it within their terms:

Looking forward to your answer.

Regards,

Nick

Hey Nick,

I did report it when I realised it existed and even facetimed and screenshared to help fix it,

I did play a day or two later as I was under the impression it was fixed - there was a slight language barrier for one, and secondly i didnt think a reputable casino would have a faulty game in its ranks.

I am speaking with one of the techs now - he is grateful for my help and is trying to convince his superiors to give me money.

Representative is now claiming that since I posted here there will be no compensation! yes i have screenshots

It’s now disabled my account for posting here despite a huge monthly bonus owing.

Hello ajs686,

Can you please forward those screenshots to nikolas.b@casino.guru for review?

Awaiting your response.

Regards,

Nick

The user with the email "andrewsi****@gmail.com" reported concerns about our dice functionality after experiencing losses on our platform. He provided a series of unstructured videos, which we reviewed extensively. Upon investigation, we discovered that our stop-loss feature is implemented slightly differently from other casinos like Stake. Specifically, our stop loss triggers when the user’s loss exceeds the specified limit, whereas Stake’s implementation triggers before the limit is exceeded (see attached screenshot).

While we believe our approach to be reasonable and not inherently disadvantageous to the player (as it does not affect RTP and could just as easily work in the player’s favor), we acknowledge that Stake’s method is more common in the industry. As a result, we plan to align our implementation with their approach in the future.

Despite concluding that our stop-loss implementation did not directly cause the user’s losses, we valued the user and agreed to compensate him with a $1,400 bonus—an amount he requested and we approved (screenshot attached).

Two days later, the user returned, claiming to have lost an additional $1,000 and demanding a full refund. We explained that this was an implementation difference that he was already aware of and reminded him that we had already provided a bonus per his request. When he continued to escalate the issue, we extended an additional goodwill credit of $100. However, he then threatened to take the issue public and create "mass bad PR" unless we refunded his entire loss.

Despite his threats, we stood by our position, maintaining that we had acted fairly and had already gone above and beyond to address his concerns.

this will be easier over telegram but just as an example - stop loss triggered once prevented advanced setting of loss increasing bet 70%

This reply from the casino lacks evidence.

Firstly, a stop loss shouldn't stop other advanced dice tactics from remaining active. Secondly, the stops were virtually arbitrary - i have countless conclusive videos showing this. I'm not sure how they can offer 1400$ compensation but now deny blame.

I was under the impression they had fixed their issues, hence why I tried the program again.

Can I please show the mtyriad videos of this via telegram?

Hello ajs686,

If you have any additional evidence, please forward it to nikolas.b@casino.guru as we do not use Telegram.

Regards,

Nick

Replied via email as requested

Dear ajs686,

Thank you for reaching out and providing the videos and evidence for our review.

After carefully analyzing the materials you shared, we have confirmed that the loss limit function is operating correctly. The auto-bet feature consistently stops at the appropriate time when the loss limit you set is reached. When restarted, the auto-bet begins again from zero loss and stops once more upon reaching the designated loss limit.

As the system is functioning as intended, we regret to inform you that the casino is unable to issue a refund.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

Hi Nick,

Thank you for conducting this review. We would greatly appreciate it if this thread could be closed now.

Best,

Goated

Casino has altered their method, and their tech team has personally reached out to me to notify of the changes.

i think they’ve done a good job handling the complaint - and they have one particularly good tech guy who has been incredibly responsive and done a great job.

if it’s possible, I’d be happy to withdraw this complaint.

Dear ajs686,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru