PlayOJO Casino - Player experiences technical issue with live roulette game.

did not get paid on a straight up Bet…$1.20 black number 26X 150. As soon as I hit the bonus system glitched and erased my bet I emailed OJO casino and it’s been four days now with no response. uploaded proof of screenshots to OJO Support still did not receive any response on their part.From the screenshots look at the time lapse which the result numbers as it goes in sequence. Look at number 26 black and 4 black the time is …5:15:02am exactly the same information on two totally different bets with a number 7 red in between and a different time 5:14:04. This is not the first time it’s happened to me it has happened in several occasions the casino makes it very hard to resolve issues like this… Can you please help me OJO casino is not responding to the three emails I have already sent them. Thank you… I forgot to mention I was playing live roulette quantum live.

Dear 69moonshine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your full game history to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are 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 cooperation and understanding.

Best regards,

Petronela

Dear 69moonshine,

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.

Additional comments from the player:

Hi how are you my apologies for the very late response but I recently just got my 13 housing emails kind of feels the capacity and I could no longer receive or send I hope I’m not too late because I know I have 6 days to respond to your message sending you the proof that I have if you’re still willing and available to help me I will accept very as I speak April 2 still no response from March 23 how many supports whatsoever on OJ oh stop. Understandable because maybe because maybe it was never received because my emails full. That being said I’ll try to send you screenshots that I took in The way the game was Plate and the number sequence as well the time sequence which intervals of each spin being exactly 1 minute intervals on every spin. 

Hi 69moonshine,

• Is it possible for you to request your full game history from the casino and forward it to petronela.k@casino.guru?
• Regarding the technical glitch incident where the winning number was 26, was the entire round voided? I'm interested in knowing whether the $1.20 bet was returned to you or if it was deducted from your account without being paid.

Thank you.

Hello, Casino OJO has yet even to respond to my complaints since the incident happened from the day it happened… As you requested earlier, I sent all relevant informationExplaining exactly as the game was played with the times sequence and screenshots that’s follow every step. I sent that to your email, as for your request the $1.20 that I bet was it repaid…??? No no no!!!

Look at the time sequence… And the numbers…. 5:09 AM… 5:10 AM… 5:11 AM… 5:12 AM…(?:??am)… 5:14 AM… 5:15 AM!!!……..(5:13am ,BET $1:20,#26x150=$180)!!!!

I want this to be public I want everyone to see!!!

With infinite love and gratitude

Michael

Thank you very much, 69moonshine, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi 69moonshine,

I have reviewed your case. Allow me to reach out to the casino and make every effort to assist you. I would like to invite PlayOJO Casino to join the conversation and contribute to the resolution of this complaint.

Peter…. allow me to be as transparent as I have from the beginning, to reclaim what is truthfully mine.Pardon the language…. I believe the help you provide becomes a conflict of interest when it comes to casinos that you promote…The truth has been spoken… Explain in detail… Shown in detail with screenshots. Is Casino guru just bullshit or are you truly there to help?

Hi 69moonshine,

We received the following statement from the casino:

"The player contacted us on 19 Mar 2024, regarding his missing winnings. We followed up with the player and informed them that we escalated to the game provider all the information and screenshots he provided.

On 27 Mar 2024, we contacted the player and informed him that regarding Session ID: 435083343 played on the game x1000QuantumRoulette, the Game rounds that he sent us on the Screen Shot were checked, no issues with connection have been located from their side and the rounds finished successfully. 

The game rounds provided have the status FINISHED however he did not bet on the winning numbers.

According to available information, all game rounds in this session have the status FINISHED and he has no Failed bets for the mentioned period.

There are no pending winnings for these rounds."

Hi Peter, what assistance do you provide apart from being a middleman between me and the casino that I have a complaint about.. look at the ID numbers that they are speaking about… then look at the ID numbers that were actually played. you would realize , Who is speaking the truth and who is talking out of their ass!!! so please be the team leader and Complaint specialist that you are… And change the way you look at things, and the things you look at will change.

Michael.

Hi Michael,

I've asked the casino to provide a report from the game provider. Please note that cases involving technical glitches can be challenging to resolve and require thorough investigation. Additionally, these issues typically originate from the game provider and are outside the casino's control.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Michael,

We received and analyzed the round results from the game provider, however, we haven't found any errors. Regarding this: "Look at number 26 black and 4 black the time is …5:15:02am exactly the same information on two totally different bets with a number 7 red in between and a different time 5:14:04.", in one case the displayed time 5:15:02 looks like the time when the bet was made and in the other case the time of the round result. Unless you can provide us with more evidence of how the roulette failed, I'm afraid we won't be able to help you.

Dear 69moonshine,

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 stopped responding to our messages. Consequently, as he didn't provide us with sufficient evidence to support his claims we have no choice but to reject this complaint.