NeonVegas Casino - Player has experienced a technical glitch.

I start play at Book of deadin winning sesion about 22 and about 2 am glitch frozen spins and disconect and logout. After this i write to chat support because i even can login. I report this problem but i forgot about glitch because i want withdrawal my winning i write to chat support to do that but he refuse. And write to change browser or clean my one. I do that and i login and open my game Book of dead and start play because i think session was this same ! But this was terrible rtp go down and i even no get 3 books when at my winning session i have them all time many times. Next think is No resolution my frozen spin ? I send them mail with this but i think they dont see problem because i Lost money. Of course i Lost tem but they cheat me and connect to not mine session. I want get back 14600 in correct session or they can pay me thisbank account

Dear PolishPlayer,

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

Thanks for help. I send You two evidence if You want more No problem . When i start my sesion and play at Book of dead i check rtp and was like normal 96.2 or meaybe even higher today i check and now is 94.25 i dont have problem with that but if they disconect me from sesion where rtp was high and i play at this sesion like 2/3 h and all time i have many of free spins high wins etc and after 10 min they dont reconect me only give me new sesion with lower rtp is cheat. I try get 3 Book in many stakes but it was impossiible to get. And i dont know how looks my last frozen spin because i dont see resolution at all.

When i get glitch and disconect and logout casino decide to set up rtp lower at bod and provider give them this. I dont understand Why after login and start game my session was not reconected ? Probably because of this small change in rtp. At provider

Thank you very much, PolishPlayer, for your reply and for forwarding the relevant screenshots. Could you please forward your full game history in Excel format too?

I ask for that casino yesterday and i still wait for all bets logs and sesions from 04.07.21 and 05.07.21.

Today i get information from them.

First they dont see any bet witchout resolutions and second they dont see errors in The bets but still i dont have informations about who disconected my active session and Why sesion was not restored plus How high was rtp before and after dissconected ?

For me is weird how they can say : it was No errors when at their casino i try log and was many errros ? I dont stop my active session and i dont logout.

Could you please advise how much was the active balance when you got reconnected? Thank you very much.

minimum PLN 14,600 and maximum PLN 15,000

Do I understand correctly that all the winnings, after reconnecting back, have been lost as you believe that the casino connected you to a different session?

Basically if I was connected to a new game session and my old session has not been restored, all bets placed there should be void. and a valid session should be restored. In addition, I am asking for information or a refund of the spin rate which I have not seen a solution.

And Yes i belive that because rtp was change for complitly low and different then before error and disconect . I forgot about information they has technical brake at The morning at 05.07.21 casino dont proof anything of that night and still they have really low rtp

Thank you very much for forwarding the relevant communication and your game history. Could you please confirm or deny that the session got interrupted on the 5th of July 2021 at 02:27 as visible on the following screenshot?

Do I understand correctly that after being reconnected you continued playing till your balance went down completely? Thank you.

I dont agree with this time and active balance at that moment because disconected was at my time 1.14.55 soo even of time different schould be 2.14.55

I see it now. Is it the following?

However, I can see that your balance has not been lost or reduced after being reconnected. I'm not sure how we could prove that your session has been compromised.

according to this file, all bets are correct, there is no evidence that there was an error in the game and therefore I was disconnected and my last bet before the disconnect is considered a loser despite the lack of a resolution screen from the provider. The casino still has not answered my 2 questions. The first thing that caused the current session to be disconnected and drawn? second, did you continue the previous session after reconnecting? I also confirm that I checked rtp before playing and it was at the level of over 96%

I opened this file and read and I don't believe what I see anymore because this file shows that after disconnecting I was still winning, but all these bets were before disconnecting !! That's why I also asked in the chat for a withdrawal of funds that were left when I could not log in again, for which I have confirmation! however, the chat operator refused and told me to change my browser and try to log in on my own, and so I resumed the session.

Please understand, that without any supporting evidence that something unfair is going on we can’t proceed further with this case as it would be close to impossible to confront the casino.

Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Hello,

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, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.