Palms Bet Casino - Player complains that she didn’t win anything.

Zdraveite neznam kakvo stava s tova kazino ,ot dosta vreme igraya tuk ,no za parvi pat mi se sluchva takova neshto ,da naleesh mejdu 800 i 1000 evro v edna igra i to pri nisak zalog ,da nyama nikakva vazvrashtaemost .Samata igra e spin & hold ,no vseki pat natiskaiki butona za stopirane igrata spira chak sled nyakolko prevartaniya ,toest tazi optsiya ne sashtestvuva ,samata igra e s reiting 95.6 % vazvrashtaemost .tuk v tova kazino e samo mit.tuk vazvrashtaemosta e 0%,postoyanno galta pari bez da dava nyakakva daje minimalna pechalba ,neznam no tova e palen absurd za men .az samata rabotya s online kazino i tam tova koeto imah v opita s tazi igra tuk v tova kazino ,nyama absolutno nishto obahto .naistina smyatam che tuk igrata e modifitsirana .tova e absolutno nechestno spryamo igrachite .i ne mislya che samo tazi igra ne e nared ima i drugi .neznam kak guru kazino dava takava visoka otsenka ,naistina .

Player's translated comments:

"Hello, I don't know what's going on with this casino, I've been playing here for a long time, but for the first time something like this happens to me, you pour 800 and 1000 euros into one game, and with a low bet, there is no return. The game itself is spin &amp ; hold, but every time you press the stop button, the game stops only after a few scrolls, that is, this option does not exist, the game itself has a rating of 95.6% return. here in this casino it is just a myth. Here the rate of return is 0%, it constantly loses money without giving any minimum profit, I don't know, but this is completely absurd for me. I myself work with an online casino, and there what I had in the experience with this game here in this casino, there is absolutely nothing .i really think the game here is modded .it is absolutely unfair to the players .and i don't think only this game is wrong there are others .i don't know how guru casino gives such a high rating ,really ."

Dear Meriam,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Zdraveite otnovo , kakvi po tochno dokazatelstva imenno biha vi pomognali .daite mi primer ,oznachavali che v ramkite na 11 dni (vseki den ) na vlizane v tazi igra postoyanno sam bez kasmet ???i tova s prevartaneto na barabana pri stopirane ?igrah v demo versiyata na tazi igra i tam mi davashe pechalbi i pri natiskane na butona stop igrata spirashe bez da prevarta! i kakvo oznachava tova ? che s pari nyamam kasmet ,a bez pari imam taka li da go razbiram? Blagodarya

Player's translated comments:

"Hello again, what kind of evidence exactly would help you. give me an example, it meant that within 11 days (every day) of entering this game constantly alone without a cashet??? and this with the rolling of the drum when stopping? I played in the demo version of this game also gave me winnings there and when I pressed the stop button the game stopped without scrolling! and what does it mean ? that with money I don't have cash, but without money I do, is that how I understand it? thanks"

Thank you, Meriam, for your reply. Could you please forward your full game history to petronela.k@casino.guru?

Thank you, Meriam, for all the screenshots. Please understand that it is very difficult to go through your game history by checking so many pictures. Could you please forward your downloaded game history? Thank you.

Hello, but I didn't understand in what sense downloaded games? I just go to the site and play, I haven't downloaded any games. And by the way, for the last two weeks I decided to go in and play and what can I say ... I just have no words, loss after loss, no even a small profit, some games gave a little profit at the beginning and then the game took everything back, I just have no words. So you can't talk about luck at all.

And something else, I don't know how right I am, but each account is individual, that is, all the games I log into are actually played only by me, that is, I play alone against the game, or more precisely, alone against myself, I remain with this conviction, so really there is no way to talk about luck when there is no pouring of funds from other players. You can talk about luck in real casinos where other players can play in the same game.

Please understand that without any supporting evidence such as your full game history, we are unable to proceed as it would be close to impossible to confront the casino. Please try requesting your game history from the casino and forward it to me at your earliest convenience. Thank you for your understanding and cooperation.

Hello, I have sent an inquiry, but I still have no answer

Thank you, Meriam, for the forwarded communication. I have seen a history of your deposits and withdrawals. Please understand that without your complete game history we are unable to analyze the RTP correctly as we do not know the course of the game.

Return to player(RTP) ratio, also called payout ratio is a number that describes what percentage of each bet is statistically returned to a player from each bet (it is not saying what percentage of deposits the player will get back as some people may think). So if someone wagers 1000$ on a game with 90% RTP his expected return is 900. There are some facts about RTP that we would like to highlight.

First of all, this expected return is just a mathematical average. In short, anyone can get very lucky (or unlucky) and get a much bigger (or lesser) return than his expectation. However, if you play for a long time, your real return will be close to the expected return. In mathematics, this is called the law of big numbers. Many people wrongly believe that this means that if someone was very unlucky during some time period that he should get very lucky over the next period of time. Or that if the red number won on roulette ten times in a row, there is a bigger chance that the black one will win next. This is called Gambler's fallacy and it's not true.

Past results have no influence on future results. The law of big numbers is saying that if you get very unlucky in the past you can expect to get average results in the future (you would have the same expectation if you get good or average luck in the past - what happened in the past just doesn't matter in the present). And this average result will give you closer to the average result overall. For example, if red won on roulette 8 times of 10 in the first ten spins and then 5 times of 10 in the next ten spins, it's overall 13 times out of 20 which is much closer to theoretical expectation than 80% wins for red from first ten spins.

If you want to learn more about RTP we recommend you watch our videos about this topic:

https://www.youtube.com/watch?v=s0rVhAZL1-E

https://www.youtube.com/watch?v=s9fzMDzadtA

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 Meriam,

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, 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.