King.rs Casino - Player has experienced a technical glitch while playing.

Hello, I didn't have any money in my account, but I wanted to have some fun on the DEMO version of the net game GONZOQUEST. By mistake, instead of the demo, I pressed the command to play with real money. I was surprised when I noticed a $ 30 balance in the game that I didn't have. I figured it was some kind of prize bonus and started playing. After a while, I got an unexpected gain of an incredible $ 2,500. I left the game and was stunned when I saw that the amount received did not appear in my account. I contacted the casino and they replied that I was not damaged because there was no profit either. They allegedly had technical problems with converting dinars into dollars. they briefly refused to pay me the winnings. here is the casino's answer

# 39459 - I have $ 2538.20 on the gonzo quest game and on the balig ...

Jovana (CircusCasino.rs)

10/03/2021 12:58 PM CEST

Dear All,

After a detailed analysis of our technical team, it was determined that there were no irregularities with your session and that all your gains were calculated correctly.

You started the mentioned session with RSD 1.95 as you had on your account at that time and ended with RSD 25.90.

Please note that when entering the NetEnt game, the money you enter the game with is converted into credits (USD), so when entering the game you had 191.1 credits (USD) on your balance, which is 1.95 RSD, as much as you had on your account. and when you left the game you had 2538 credits (USD) on the balance, which is 25.9 RSD.

In a specific spin, you had a stake of 3 loans (USD), which in dinars amounts to 0.03 RSD, and you made a profit in the amount of 2457 loans (USD), which in dinars amounts to 25.07 RSD.

During yesterday we had problems with the conversion of dinars into credits (USD) when entering the NetEnt game where instead of the amount in dinars with which you enter the game is divided by a certain coefficient, the amount was actually multiplied by the coefficient so you are with 1 , 95 RSD with which you entered the game you had 191.1 credits (USD), but that in any case does not change the winning ratio, so in no case are you damaged and all your winnings are correctly calculated and added to the account.

The conversion error was corrected yesterday.

We apologize for the inconvenience.

Best regards,

Dear sanivaco,

Thank you very much for submitting your complaint and forwarding the relevant screenshot. I’m sorry to hear about your problem.

I have checked the general terms and conditions and this is what I found https://www.circuscasino.rs/Templates/Content/circus_rs_v3/default/documents/cgu-circus_en.pdf:

"The Organizer reserves the right to correct any financial transaction of the winnings paid to the Player’s Virtual Account if that payment has been realized due to a technical error or incorrectly registered result and then return the incorrectly recorded funds."

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.

Since the issue with the exchange rate has been explained already I'm afraid we won't be able to help you with this case. However, please do not hesitate to forward any supporting evidence that would prove that you have been treated unfairly. My email address is petronela.k@casino.guru.

Thank you in advance for your understanding.

Best regards,

Petronela

Thanks for the reply. I believe that the mistake was not in converting currencies, but in the game itself, and that a large number of players made a profit while the mistake lasted, because of which Jazino invented a problem with the conversion. If there was a problem with the conversion then why did they temporarily remove the game from the site of which I have proof because I recorded the events. I think that the casino, regardless of the mistake, is obliged to at least partially compensate the players for the winnings, especially in my case, because you know that it is extremely unlikely that the winnings will increase 100 times, which happened to me. I am enclosing a recorded screen where you can see the removal of the game from the site.

Thank you, sanivaco, for the forwarded video and your reply. Could you please request your game history in Excel format from the casino? Have you been provided with any game report which would suggest a technical problem of the specific game?

There was no response from the casino regarding the bug game. I will ask them for the history of their games, but I think they deleted it when they removed the game in question from the site. I only have the history of the game downloaded at the time of the win downloaded from the game site.

Please try to request it. I will be waiting for your reply patiently.

Thank you very much, sanivaco, for providing all the necessary information via email. Please bear in mind, if the winnings have been accumulated due to a technical error you won't be entitled to withdraw them. As you stated earlier, you believe that the game itself was having some issues, and a large number of players made a profit while this error lasted.

I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for your effort. In the meantime, I contacted a few more experts in the field of slot games and they all agree that the currency conversion was deliberately changed to avoid paying winnings because the game itself is not owned by the casino but by NetEnt so the casino had to pay out the winnings from NetEnt whose game made a loss to the casino due to an error in the game itself. Thank you in advance for your help. If I manage to get to the history of the game where it is clear that the balance on the account does not decrease even though they enter the game, I will send you for analysis. I also learned that other NetEnt games were not removed from the casino site at the time in question, which leads to the conclusion that there were no problems with "conversion", which is impossible because they also use dollar and currency.

Hello sanivaco!

From now on I will take care of your complaint. I would like to invite representatives of Circus Casino into this complaint in order to help us resolve the issue.

Thank you very much

Hi sanivaco

We are sorry you were involved in the middle of one of our game providers issues, but allow us to explain.

On 01.10.21 Netent games’ server was migrated, where we reported the problem to our technical service. This lead to identify some issues on Netent games, particularly with the currency conversion mechanism.

This problem was reported on 02.10.21, and as a result all Netent games were temporarily taken down from our website at 10:07 AM until 3:33 PM.

Please apply the above for your specific case with the below timeline:

On 2.10.21 you had a balance of 0,36 RSD. Before the Netent games were disabled from the website, you had 3 game sessions:

1. 06:30 game session started with 0,36 RSD and had 35,28 credits(USD) - 502 rounds were played and game closed at 07:08 exchanged to 1,95 RSD on balance
2. 07:14 started with 1,95 RSD and had 191.1 credits(USD) - 65 rounds were played and game closed at 07:18 with 2,538 credits(USD) exchanged to 25,9 RSD on balance
3. 09:20 started with 25,9 RSD and had 2,538 credits(USD) - 83 rounds were played and game closed at 09:26 with 2,596 credits(USD) exchanged to 26,5 RSD on balance

During the 2nd round, the stake was 3 credits (USD), exchanged to dinars 0.03 RSD and won 2,457 credits(USD), exchanged to 25.07 RSD. 

Regardless of the problem with conversion, all the winnings were calculated according to the stakes. All sessions can be seen and confirmed from the game logs we have sent to you via Customer support where the agent explained everything in detail. 

Due to this inconvenience a bonus of 5,000 RSD was awarded on 05.10.2021. Support also tried to call you, but there was no answer. Because the $2,596 was never won, payment is not eligible.

We also like to take the opportunity to mention that our platform and games are certified by the official institution (Military Technical Institute, Belgrade, Serbia) and approved by the Ministry Of Finance - gambling department.

Needless to say, we are obliged to keep the data for 10 years and to strictly respect the legal obligations.

To conclude there were no irregularities with the stated game and all his winnings were correctly calculated. If you still have an issue, we can also provide the screenshots accordingly.

sanivaco, as always, we are at your disposal.

Thanks & regards

CircusCasino Team

Hello sanivaco!

Thanks to the response of the casino, you were able to see what the issue was. Also, the ratio of your winnings was not changed, only the balance shown in the slot game was displayed differently because of an error.

We consider the casino's approach together with the compensation in form of bonus very fair and generous, therefore it might be safe to say, that this complaint should be considered as resolved.

Thanks for your help

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.