OddsRing Casino - Player encountered a technical glitch in the casino.

I was playing at Oddsring casino about a week ago now with winnings from bonus spins. Everything was good and well was playing for quite a while maybe about an hour my balance got up to around $700. Then out of the blue while playing break da bank again respin my funds vanished and I get a message pop up saying insufficient funds to make this bet.?!?!

Here is where my complaint lays its been about 8 days now and I've recieved the same generic response day in and day out which Is as follows.

we hope this email finds you well.

Due to error in our system by a 3rd Party issue we experienced some irregularities and malfunctions. We are currently investigating this matter and will get back to you once we reached a full conclusion.

We apologize for the inconvenience caused.

Key facts.

1) I did not breach any term or condition.

2) i Was not doing outrageous sized bets or anything like that to cause this issue.

This has taken past 8 days srill with no apparent update now and the response stays the same which makes me think that there is a software malfunction with the games as they are proposing or they have just straight fleeced my funds.

Casino Guru please can you help me on this matter

Dear kirstymaree001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.

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.

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.

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

Best regards,

Tomas

Have sent that too you now 🙂

Thanks for your email.

Do I understand correctly the free spins were part of a no-deposit bonus you received from the casino? Was there any action you did in order to receive them?

Were there any rules associated with this bonus? Would you be able to share the rules of the bonus or post a link to the bonus?

I asked if I had any Available to me and I got given 10 free spins on the book of dead there are no major or significant conditions apart from the wagering amount which was well and truly completed as I had been playing for quite some time. I will have a look and see what I can find in regards to ts & cs

Things have changed alot since swapping from Twin to Oddsring Casino but I was able to find these terms and conditions. The casino seems to think that it's a 3rd party error and that's the only information they have given me the last 10 days. And they keep saying il be updated via email but no update nothing its like they are avoiding the issue

Thank you for your reply.

I checked these terms and conditions and there seems to be a maximum win limit of the bonus at 100 NZD. Could you please explain if there were any winnings void as a result of the maximum being achieved? Could you please send me the email from the casino where they say the issue is caused by a 3rd party?

Please send it to tomas@casino.guru

Sure will do that now. Yes I was aware of the max win limit however that doesn't explain where the 100 has gone to either. I will forward that email to you now.

Regardless of a withdrawal limit they this is the most detailed communication I have recieved from them on the matter and it's getting rather frustrating as they keep saying they can't provide a end Date to when this will be solved , and there's been no update and it's been almost 2 weeks now.

To my knowledge there was no winnings void due to maximum win limit achieved.

I had a lengthy game session without any error during that time would of been well ahead of achieving the maximum win limit.

Here's some screenshots as well showing irregularities in my game play eg wrong description forreal funds bonus funds.

i know i was in the right here and wouldnt of intentionally break any rule. However i am giving up on this and ready to close my account with said casino.

what its coming down to is the stalling and amount of time the casino is taking to resolve this issue which i believe they are using every excuse under the sun.

could you please tell me is there a turn around time that the 3rd party service provider would have as a guide line in which they would advise the casino on how long the issue should be expected to resolve or at least provide an update. This error occured on 14/05/2023

Thank you very much, kirstymaree001, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kirstymaree001,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite OddsRing Casino to join the conversation and participate in the resolution of this complaint.

Dear OddsRing Casino,

Do you have any updates from the game provider regarding the malfunction in the game, which led to deleting the player's winnings?

Thank you.

Kind regards,

Tomas

Thank you I appreciate your help.

A day shy of 1 week,

then it will be 1 month with still no update 😲 Regardless of the outcome of why my funds got taken, it should NOT take this long to come up with a conclusion as to why my funds disappeared.😠

The automated chatbots are programmed to say the same thing repeatedly with no real answers or end in site. Sadly I'm not holding my breath as this very same casino has been blacklisted on another forum, for lack of communication And ignoring customer complaints 😭

If im going to get my balance back...Awesome. If I am not then i will permanently close my account and proceed accordingly, Either way I would just like a answer so I am able to move forward from this nightmare experience.

Hi Kirsty, Hi Tomas,

We would like to express our gratitude for your involvement. The significant error that occured on June 14 has had a profound impact on all players who were utilizing bonus funds in any capacity. Given the severity of this error and the resulting consequences, we immediately initiated a comprehensive investigation.

Since then, we have maintained daily communication with the provider to obtain a complete explanation and understanding of the issues that occurred.

We understand that customers may feel frustrated with the length of time it is taking to resolve individual cases.

Please rest assured that we are prioritizing the resolution of these matters and working diligently to find a solution.

We anticipate concluding each case promptly. In the meantime, we sincerely apologize for any inconvenience caused and assure you that we will be in touch with the affected player shortly.

It's been unsettling to say the least..

now I am blocked from accessing My casino account ,😕 which clearly is a result of my proceedings on this forum, 😠

Casino Guru, Help please what can I do?

Dear Kristy,

We appreciate your response.

We want to clarify that we have not restricted or disabled your account's access or functionality at any time!

As our dedicated Live-Chat Support has already informed you, the limited access to our website is a result of technical issues with one of our service providers.

As mentioned in our previous message, we assure you that we are actively working on resolving the original complaint you raised.

We understand the importance of providing a prompt solution, and we will update you with the details shortly.

Thank you for your patience and understanding.

Best regards

I've lost all faith in what I've been told thus far in the process. Actions speak louder then words because every part of what I've been told has been a lie basically when I first made contact with live chat on the 14-05 -23 I got told it was getting sorted soon an will be sorted asap and here we are. 6-07-23 still nothing. So whatever the word soon means to you means something totally different to me

Dear kirstymaree001,

Kindly allow more time for the casino to investigate this matter thoroughly. From previous experience, when external parties such as game providers or payment providers are involved, determining a conclusion, particularly regarding technical errors, often requires additional time.

Therefore, I'm extending the timer by an additional 7 days to allow the casino to provide further information.

Thank you for your understanding and patience.

Kind regards,

Tomas

This has already gone one for almost 1 month I find it unfair they can tell me it will be done "soon" all the time....I don't think they know the meaning of the word.

Hello Kirsty, Hello Tomas,

We are writing to provide you with an update based on our completed investigation.

On June 14th, you received a No-Deposit Bonus in the form of freespins through our Live-Chat.

You proceeded to play with the winnings, but unfortunately, there was a system malfunction that caused the wagering process to work incorrectly.

In accordance with our Terms and Conditions, specifically section 19, winnings obtained from Free Bonuses (no deposit) or Free Spins (no deposit) are limited to $100, unless otherwise specified in the terms. Any winnings exceeding this maximum amount are considered void and will not be counted as valid winnings.

Regrettably, in your case, the cap was not applied correctly, resulting in a complete loss of your balance.

We have now restored the Balance of 100 NZD to your account as a sign of good spirit with one of our most loyal customers.

We hope to see you soon again as an active player with Oddsring.

Best Regards,

Thank you 😊

Dear kirstymaree001,

Can we now consider the case resolved?

Thank you both for your cooperation.

Kind regards,

Tomas

Yes certainly. Case can now be closed. Thank you

Dear kirstymaree001,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas