RichPrize Casino - Player complains that he didn’t win anything.

I registered and started platying in this casino and I played fairy queen a NOVAMATIC game. 

I put it on autoplay and I realized after 30 minutes or more my balanced was ripped. I paid attention attention to the game and I was hitting no single win. 

Anyway the casinos sends my gaming history on excel and I cleary see that I have played 1129 spins on this particular game which I have not had a single win. so imaging having having 1129 consecutive spins without hitting a single win is mind blowing.

I tried communicating with the support team but they say its and its completely normal.

Anyway the support calls me and I have word with them. one of the look into my gaming and gets a bit surprised beacuse i have not had asingle win on this game.He says he will get back to me and mentions that the decision will probably in my favour and there will be some sort of soloutions.

NExt day i call them and I am told that the palyed funds can not be refunded. i say I hope you are kidding. He says I am sorry but it is what it is and I have been advised from the higher rank that we can not do anything.

Anyway I do have my gaming history as a prove of having 1129 spins on fairy queen slots. so If you need it I can send it to you to have a look at it.

Kind regards,

Atabak

Dear Atabak,

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. This number of spins is not enough gameplay to make a strong case. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Kristina

Thanks for you response Kristina,

I have my gaming history sent by the casino whichj I have sent it to your email

But don't you find it strange( in fact very strange and I would say impossible for medium volatility game) that you dont have a single win in a game after 1129 consecutive spins. Thats and RTP of 0% for that game. not even 1%.

1129 spins of 0.1 euro and none of those hitting a win??? Ask any slot player ad that is not Normal!

Kind regards

Atabak

Please, forward all the relevant evidence to kristina.s@casino.guru, so we can review it. Thank you very much in advance.

Atabak69, I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Atabak.

Thank you for your game log file. The situation you describe is statistically extremely unlikely. 

I would like to invite a casino representative into the case.

Could you please explain to us what happened?

Hello Atabak and Matej,

Please kindly note that RTP is based on the RNG of particular game and its provider.

We would like to draw your attention to the fact that mr Atabak played other games as well and RTP for some of them is quite high.

As per our previous contacts with mr Atabak we are sorry for this misfortune experience and would provide special conditions such as individual deposit bonus.

Best regards,

Rich Prize support team

Could you please check the situation with a game provider? From the game log, it is clear that Atabak didn't archive a single win from 1129 rounds. If you don't want to investigate the issue with the provider we will contact the game provider.

Dear Rich Prize support team,

The result that Atabak had on one particular game is statistically impossible.

I believe the game had a malfunction. Please ask the game provider to confirm it.

Dear Matej,

I have been in touch with the Casino and they are not providing me with any solution and say the team has no more update. So basically I think You and I are going to struggle getting a clear answer.

Would you be able to follow this up with the game provider?

Thanks,

Dear Atabak.

Yes, we will do that. As I wrote before, it is almost impossible to have this result without some malfunction.

Unfortunatelly, this will be even more time consuming than communication with a casino. So please be patient.

Hello!

Please kindly note that we are expecting for a game provider reply. We will provide it as soon as we have it.

Best regards,

RichPrize team

We are extending the timer by 7 days.

Dear RichPrize team, any progress regarding the case?

Soon we will close the complaint as unresolved - when you get the results from the game provider, you can easily reopen the case. We believe that the game mechanics were not working correctly, and you should compensate the player.

Hello,

We have received the feedback from the game provider:

The settings for the game are correct, unfortunately now it is impossible to check exactly how the player played without receiving winnings because a lot of time has passed. Bets can be lost, provided that the player made bets on the minimum amount on one line, or provided that the player entered the "gamble" section with each win and lost in it. Additionally checked the sessions of this player in other games of this provider and from the moment the player played that session without winnings, he played other games and received winnings.

Well the player gave us his logs and I understand that there might be a situations in which having no winnings on 1000+ rounds are more probable but if you look into players game log you will see that it is unlikely. He was playing multiple games and play fairy queen not only in some specific time frame but he was switching the games many times. If he would play on one line only or always use double up (and always lost which is BTW also statistically unlikely) the results on other games would be similar like on fairy queen. 

What the provider can do is to check that specific date and time for other players who played that game. And compare the results with Atabak's.

Dear RichPrize Casino.

Are you consulting the fairy queen logs from that particular day with the game provider?

The reasons what you provided before did not convince us that the game did work correctly that day.

We would like to ask RichPrize 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’.

Because RichPrize Casino didn't react to our last post, we are forced to close this complaint as unresolved.

Also, we believe that it is extremely unlikely that from 1129 rounds, the Atabak didn't win a single one.

Not to mention that in the game log, the game fairy queen is marked as from C2gaming (http://c2gaming.org/), and the original game is from Novomatic.

Because the game Fairy Queen wasn't the original Novomatic one, the mechanics and RTP were most likely different, and we believe that the game didn't work correctly in this case. Our opinion is that the casino should refund funds to Atabak for these rounds.

We have reopened this complaint upon the request of RichPrize Casino. Our intention is to give this case another opportunity to be resolved and assist both parties in reaching a satisfactory conclusion.

The casino representative has informed me that it is currently impossible to determine what occurred during that time. However, they have offered you a compensation in the form of a bonus.

I am glad that even after 2 years, we can still offer help. My hope is that by accepting this gesture, we can now consider this complaint resolved.

Dear atabak69,

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.

Thank you for extending and reaching out. using the term impossible is quite odd by the Casino. They were the ones sending my playing records and It is clear what exactly has happened. However I am happy the case has reopened again. May I know more about the Bonus the casinos would like to offer?

Dear Casino representative,

Could you please contact the player regarding the mentioned bonus?

Dear Matej, player has been contacted but haven't responded.

Dear Atabak, please check your email sent 31st of October and today from Victoria Goldberg. Thank you

Dear Rich Prize Casino,

You have offered me a 115 euros bonus with 20 X wagering. however I do find this unfair based on the circumstances on the unfairness of their casino two years ago. I would believe refunding me with my deposit would be a fair solution. therefore I would like to kindly reject the bonus offer with wagering as I have no more intentions in this casino.

Dear Atabak, as the new manager, I am committed to rectifying past issues and making things right for our valued customers. I understand that you haven't had a positive experience previously, and I genuinely regret any inconvenience caused.

In an effort to address the situation and show our commitment to customer satisfaction, I have added a bonus of 115 euros with a 20x wagering requirement to your account. I understand your preference for a refund of your deposit, and while I'm unable to provide a cash refund, I believe the added bonus and its potential winnings, which can be withdrawn without any complications, can be a fair compromise.

I want to emphasise that we could have chosen to leave the situation unattended, but we genuinely wanted to make amends and do something nice for you. Your satisfaction is of utmost importance to us, and I hope this gesture reflects our commitment to improving your experience with our casino.

I completely respect your decision to reject the bonus offer, and I appreciate your honesty about your intentions in the casino. If there is anything else I can do to address your concerns or if you have further suggestions on how we can improve, please feel free to let me know. Your feedback is invaluable to us as we strive to enhance our services.

Thank you for your understanding, and I hope we can work together to create a more positive experience for you in the future.

Best regards,

Victoria

Dear Casino Guru,

May I kindly know your opinion about the bonus offered to me?

What would you believe would be the fairest solution.

Regards

Atabak

Dear Atabak,

Given the time that has passed, it may be impossible to investigate what occurred then. I believe the bonus offer is a fair compromise from the casino. However, if you choose not to accept it, I am uncertain about what else we can do for you. Since we are unable to investigate the matter and the regulator will not assist due to the case being too old, I would recommend accepting the bonus.

Sure, I then will accept the bonus

Dear Atabak,

Please confirm receipt of the bonus so that I can close the case.

Dear atabak69,

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.

It seems that this matter may have been resolved; we will mark this case as closed in our system.

The player can reopen this complaint at any time.