KTO.Bet Casino - Player has experienced a technical glitch.

Gold planty game, I bet 10,000 on this game and I was not successful, the next day I continued the game with a new investment, when the game would go to the bonnus screen, it crashed and sent an error code asking to reload the page! When reloading, it came out of the bonus phase and without any credits earned. At first I thought it was just instability, I printed the screen and turned on the cel screen recorder and continued in the game, having happened numerous times this day. I kept in touch with support who told me there was nothing wrong, but that they would keep in touch with the game developer and get back to my email. With no date set, I kept in touch again and was once again informed that I should wait, but I was not told for how long. I sent the screen prints and I have the videos in real time, which I told the attendant to have but that due to the size it was difficult to send, I still have no response.

Dear bingobenjamin265,

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 along with any relevant communication to petronela.k@casino.guru?

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.

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.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Dear, I sent the files to petronela.k@casino.guru, believing I have sent them to an email. Now analyzing I think it is not, so I'm putting it here too.

Dear bingobenjamin265,

Thank you very much for the forwarded screenshots and video. Unfortunately, from the supporting evidence, it is not clear that the error has been caused by software. It seems a bad internet connection. Could you please forward your game history and advise the exact time of the incident? Was it an isolated case or multiple errors?

It's not about connection, the error is only in this specific game and only when bonus earner! I uploaded a 5 minute video

DATE ERROR 25.04.22 AT 17:41HS 29SECONDS, this same error occurred numerous times before which I kept the screen recorder on, believing that it would be easily solved by KTO, who returned an email saying that there is no the position of the person in charge and that he would be sending me a promotional code to alleviate the situation.

Dear bingobenjamin265,

Your active balance right before the error message was 1,400 R$. Is that correct, please?

Dear! The balance is correct yes! I bet 10,000 on this game the day before, and I didn't file a complaint because of that, but because of the system failure when it came time to return the bet. Taking into account that it had suffered an Internet failure, (which has already happened in several games and sites, including the aforementioned one, when reconnecting, the last move is repeated, proceeding normally, which does not occur in the case in question. The error happened more times to the point that I turned on the screen recording and had videos of more than 2 hours, I only kept the bet because I imagined that the uncredited values would easily be resolved when the system crashed, through an analysis of the plays. But now I realized which it was not and I have also given up trying to receive it due to inconsistent responses from KTO which says it is being investigated by the game provider. With all this I passed my bets, and that's ok because I looked at jurisprudence about it and it's impossible to charge it via court here in Brazil because of what happened. Att cris

scallop

Dear bingobenjamin265,

Please understand without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

It has non-stop videos from start to finish catching errors when entering the bonus and returning to the game environment already off the bonus screen and without any increase in credits. I don't know what proof would be if not the recording in its entirety... anyway, thank you for your attention. Thank you Cristiano v*****

I have checked the screenshots and watched the videos, but unfortunately, couldn't find any uncredited winnings. I noticed several "error messages" but no discrepancies.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear bingobenjamin265,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.