Happy Casino - Player lost winnings due to game glitch.

Open letter to happy casino and Evolution game

Hello!

I was playing at a Swedish online casino on one of your live shows. For some reason the game had a technical glitch after the win was marked. The host assured the players many times that the round would not be re-run or voided. Yet it did happen and he did apologize but I lost 2,225 sek in winnings (became 30 sek when the round was restarted)

I have complained to happy casino and they seem to have very limited ability to influence the situation.

I am attaching the correspondence between me and happy.

I would like to believe that you would not do this deliberately and hope to maintain that view.

I like evolution online games a lot otherwise!

Yours sincerely, SR

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to [email protected]? Have you stopped playing right after the incident?

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,

Veronika

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Hello!

I have sent the correspondence between happy and me and the email I sent to evolution, I have not received a response from them while happy casino has been as helpful as they could.

I'm not sure who is responsible if something goes against the gaming license, but I think it's the casino in the end.

I have received several responses from them and my opinion is that they do not receive any support at all from the gaming provider despite the gaming world in the live show repeatedly guaranteeing that it is absolutely certain that the game will not be rerun. This is where I believe the Swedish gaming license has been violated.

Please.

I believe that both the casino and the gaming operator in my case also fall under Swedish marketing law (maybe it's similar to other countries)

Under the Marketing Act, the following applies:

1. MARKETING SHOULD BE RESPONSIBLE AND NOT MISLEADING

Marketing should be designed in such a way that consumers' trust in games such as

entertainment form is not damaged. Claims in marketing must be factually accurate.

This shall be ensured by:

1. That marketing is not designed in a way that misleads consumers;

3. that marketing does not contain incorrect information about the size of the prize;

4. To promote past winners

or profits are not incorrect or untrue;

5. that marketing does not exaggerate the possibilities of profit or present it as a

players are guaranteed to win;

7. that marketing does not portray the game as a quick/faster path to profit

;

8. that any conditions for participation in a marketing activity or for taking part in

offers (including additional benefits) are clear and accessible to the consumer in a

for the distribution and marketing channel in an appropriate manner.

editorial content, unless otherwise stated in applicable legislation, for example radio and video channels.

Here is the legal basis for the live show not being allowed to violate the license according to the Swedish Gambling Authority:

According to the Gambling Act (2018:1138) Chapter 1, Section 1, all gambling activities must be conducted in a "sound and safe manner under public control", which means that:

Games should have strong consumer protection

There should be a high level of security in the games

Negative consequences of gambling should be limited.

Licensees must follow specific rules regarding information and fairness:

They are required to provide clear rules, information about winning opportunities, and that the game is fair and transparent.

The Gambling Act also prohibits deceptive gambling, such as giving the player the impression of winning when this is not the case.

If a game is interrupted in a way that does not safeguard the player's rights, it may be considered to be in breach of the consumer protection and security requirements that the licensee must meet by law.

Source: Gambling Act (2018:1138), Chapter 1, Section 1 and the Swedish Gambling Authority – information obligation and prohibition of misleading games

Thank you for your responses and for providing more insight into the situation. However, I will need additional evidence to verify that something unfair has occurred.

• Do you have a video recording of your gameplay that shows you rightfully won the disputed amount but the winnings were not credited to your account?
• Can you see the win of 2,225 SEK listed in your gaming history?
• Has the bet in question been deducted from your balance, or was it not accepted at all?

Hello! 🙂

I don't have a recording of the round and I'm not sure it's possible to record or take cards during play,

Due to copyrights etc. Let it go unsaid

In any case, the operator is obliged to help the casino with material that is always saved for live games. Now I understand that the casino has not received any such help at all and it seems unreasonable that it could free itself from it since no games have been possible to review or report in the event of a complaint.

It is not possible to see from my side at the casino which game ID

The game started with me winning 30 SEK on the same bet, but it is not possible to see that anything has deviated from my playing history.

In any case, it is unreasonable for the operator or the person who manages the software/content not to be able to account for the error that occurred, as there are very large winnings that they did not have to pay out by restarting the round.

Imagine I bet 0.5*2 sec and won 2226 sec

It's a very high win and there must have been many others who placed much higher bets.

It is natural that they must be able to account for the game round, especially when it is to the detriment of the player and very high profits for the casino to not stand for what the game host has already guaranteed.

If technical errors affect game rounds, this can lead to games being approved incorrectly, or players being financially affected, which can lead to regulatory matters or demands for action from the Swedish Gambling Authority.

The consequences for gaming companies include:

Orders and demands to correct deficiencies in technical systems and procedures.

Fines or other sanctions for violations of gambling laws, for example if technical errors have led to violations of consumer protection or gambling liability.

Refund requests or cancellation of games where technical problems have occurred.

Possibility of legal disputes from players if they feel they have been treated unfairly in the event of technical errors

I still haven’t received any screenshots or evidence from you. Please understand that without videos or images clearly showing that you rightfully won but did not receive your winnings, we won’t be able to contact the casino or pursue the case further.

Additionally, you haven’t responded to my previous questions:

• Can you see the win of 2,225 SEK listed in your gaming history?
• Was the bet in question deducted from your balance, or was it not accepted at all?

I don't have a screenshot from the game, that's part of the reason for my complaint. According to the gaming license that Happy operates under, all technical problems with the software must be documented very carefully and recordings must be saved for review by the gaming inspectorate. In this case, Happy Casino claims that they have tried to sort out what happened with the operator and that they do not have access to a replay of the game or what went wrong during the game. In such a case, they must report this to the gaming inspectorate immediately.

The license also states that the player should be able to receive an account of exactly what happened and why it was not possible to calculate the winnings even if the software encountered technical errors.

Especially when it comes to such a big win as this round of play had generated.

It's very logical actually.

Thank you once again for the detailed information and for actively participating in this complaint process. We truly understand how frustrating this situation must have been for you.

However, despite our repeated efforts to gather sufficient evidence, we haven’t received any documentation—such as a video recording, screenshots, or a clear confirmation in your game history—that would show the win of 2,225 SEK being awarded and then revoked. Without this kind of verifiable evidence, we are unfortunately unable to independently assess the issue or escalate the matter to the casino.

Additionally, please note that Casino.Guru is only able to mediate complaints between players and online casinos. We do not handle complaints involving third-party game providers, such as Evolution, directly.

Please understand that while we acknowledge your concerns and the legal arguments you have raised, our role as a neutral mediator requires a minimum level of tangible proof to proceed with any complaint. Since this cannot be met in your case, we regret to inform you that we must now close this complaint without a resolution in your favor.

Should you be able to obtain additional evidence in the future (for example, by requesting a game log directly from the casino or the game provider), we would be happy to review the case again.

Thank you for your understanding.

Best regards,

Veronika