The player from Spain reported a malfunction with the "Big Boss Wheel" roulette, where he had been awarded a prize of $7,000 but only received €10 in his balance. The casino claimed it was a programming error and offered no compensation, which led the player to question potential past losses and consider discontinuing play. The Complaints Team attempted to gather more information from the player regarding his game history and winnings but received no response. As a result, the complaint was rejected due to insufficient information for further investigation.
Jokabet Casino - Player's winnings have been confiscated due to a machine error.
Amount: €7,000
Jokabet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
They do not take responsibility for the functioning of their machines…
Yesterday, the "Big Boss Wheel" roulette (a roulette where you have to deposit 500€ in one day to get a spin), awarded me a prize of $7,000 but only added 10€ to my balance…
I opened the chat and sent them a screenshot of the prize and what they added to my balance, and they told me it was a programming error… In these cases, they completely wash their hands of it without offering any compensation whatsoever.
This makes me wonder, how many times have I lost money at their casino due to these kinds of errors? I used to think it was a good casino, but seeing that they only sweep problems under the rug, I’m going to stop playing.
Automatic translation:
Public
Public
2 months ago
Dear frandeliro1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Online casino games sometimes malfunction and show different results on your screen and the casino server. However, the correct result is the one recorded by the game provider.
Could you please clarify which winnings have been recorded in your game history? Please forward me your game history and bet ID of bets you believe were credited incorrectly.
Additionally, if there is any other relevant communication between you and the casino, please forward it to veronika.l@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards
Veronika
