The player from Brazil experienced recurring technical glitches with Papigames website where he is logged out in the middle of blackjack rounds causing lost bets, amounting to a loss of 1250 reais. He requested reimbursement as he believes this is an issue with the casino's technology. The complaint was closed due lack of evidence provided by the player.
Papi Games Casino - Player experiences technical issues causing lost bets.
Amount: 1,250 R$
Papi Games Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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Public
1 year ago
Translation
When it comes to technical issues, they never admit they are at fault and would rather blame the browsers or the internet, despite my having fast and reliable internet connection that doesn't freeze.
The issue is that within three rounds of live blackjack played on different days, on three occasions I was directed to the initial login screen in the middle of the game. How can it be that while I'm playing normally with bets on the table, I am interrupted and directed to the login page again without any option for action? Where did my bets go? Of course, the casino pocketed my money and refuses to resolve the matter.
I am asking for reimbursement of the three bets where I was logged out, amounting to a loss of 1250 reais.
If this is a serious company, they will do the right thing, because I don't need this money and it belongs to me since I did not have the chance to finish my ongoing game.
This is wholly the responsibility of Papigames, as it's a technical failure on the site, and not game providers. There were no freezes during the games.
Automatic translation:
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1 year ago
Hello marcioaviana81,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise 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.
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1 year ago
Translation
So close the case, at papigames I never saw an option for the history of moves, and remembering that the uncompleted moves were in evolution's live backjack, playing out of nowhere you are directed to login, how am I going to prove this? The same thing happened while I was chatting with an attendant, and I asked her if she knew that I had been logged out and returned to the chat, she replied that she had not.
And I came to the conclusion that it is not a failure of the providers but of the programming that led me to log in again.
How will I prove or know the exact time of the facts?
I got tired of it... Once again a casino benefiting and not owning up to mistakes.
Automatic translation:
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1 year ago
Hello marcioaviana81,
Unfortunately we can't more forward without any proof. I believe that the casino should send you your betting history if you request for it and the bet should be visible there.
Also please keep in mind that as it is a live dealer related issue, it was most likely an error on their side not the casino.
If you would have any proof in the future (from casino or other source) feel free to forward it to nikolas.b@casino.guru but until then we will be forced to close the complaint.
Best regards,
Nick
