The player from Germany faced frequent crashes while playing games at the casino, which led to deductions from their bets, including a recent €150 bet. They suspected manipulation and requested a refund for the affected bet. The Complaints Team concluded that, since the player's bets and results were recorded in the game history, there was insufficient evidence to support the claim of malfunction. Consequently, the complaint was closed, and the player was advised to contact the game provider directly for further investigation.
Rise of Bets Casino - Player is requesting a refund due to website issues.
Amount: €150
Rise of Bets Casino
Safety Index:Below averageSafety Index
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5.5
Rise of Bets Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello, in this casino, playing games smoothly is impossible. There are frequent crashes despite clearing cookies and so on. Sometimes the bet is deducted when it crashes. Therefore, I assume something is being manipulated here. I would at least like my last bet of €150 refunded.
Automatic translation:
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2 months ago
Dear Synaro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do you experience this once with one specific game or is it all games?
- Do you happen to have a video recording or screenshots showing this incident?
- Have all bets been recorded in your game history with results (win/loss)?
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
I actually only played Cygnus 1 to 4, and after a while it started, sometimes right on the first spin.
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2 months ago
Thank you for your reply, Synaro. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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2 months ago
Translation
Hello, this problem affects all ELK games, all others work without problems.
Bets were recorded, so no problems. But getting kicked out several times in the middle of a game is not acceptable. As if something like that was planned.
Further evidence is not available
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2 months ago
I am sorry, but based on your description, that bets and their result have been recorded in your game history, and that you do not have strong supporting evidence, I am afraid there is not much we can do, as we do not assist with complaints about game providers.
However, if you believe games from this game provider really do not work properly, you can always personally contact the game provider to perform further investigation.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
