Loto-Quebec Casino (Espacejeux) - Player experienced technical difficulties

The case I am reffering to is (SD-2842504)

Today, January 23, 2023. At 10:15 am, I started playing monopoly live. On my betting records you can see from recordings that I have done a bet every minute. At 10:34am my bet was rejected, and said "try again". throughout the whole time I was online and in my past experience I never saw this message. Now right as soon as it hits a bonus game, my bet was rejected. I placed 20$ on 4 rolls, and on the second picture as you can see (10:34am). The payout was 131X, therefore they scammed me 2620$. Coincidence, I think not. My bet got refused right before I was about to win. Loto Quebec is saying they are "trying" to get to the bottom of this. But they are feeding me excuses that make absolutely no sense. Be aware, this is a scam if they do this to players, what’s the point in playing when they do this to us?

I have lost my trust towards this casino.

Dear stevensbrugnera,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask a few questions so I better understand the situation. Is there any supporting evidence, of you trying to make the bet you are describing? Was the amount of the bet subtracted from your balance during the time you received the error message?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas,

yes I have supporting evidence of screenshots of my betting history, I also have a screenshot of gaming evolution live chat agent who confirmed that my bet was indeed rejected.

in the screenshots below, you will find

1. live chat agent confirms that my bet was rejected.
2. the result of 4 rolls (131x)
3. my 50$ bet for that round that was made at 10:34 that was tejected

Dear stevensbrugnera,

Could you explain at which point the bet was rejected? Did the wheel already reach the bonus 4 dice rolls? Could you specify what the casino used as justification when you contacted them?

Dear stevensbrugnera,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.