Ruby Bet Casino - Player experienced a technical glitch.

I was playing 7 Chackras slot game and spent £70, got a bonus and won £73. I then came out of the game to go to the lobby and revived a message saying 500 error with a numbered code underneath and the winnings gone. I have a screenshot of the message and showed support who said it would be referred to their provider and I would receive an email about it. That was 3 weeks ago and when ask for updates I just get fobbed off and told I will get an email. I had lost over £1,500 in a short period and expressed to them that as a gesture of a reasonable casino site, and bearing in mind the low amount, they ought to credit me with such amount. Again a refusal and refers back to the fact I will be emailed about the matter. They did tell me they were aware of the technical issues of this game and I did point out if this was the case surly they should remove it from the site. I was about to give up and close the account until I found your site. So I am going to pursue this as they have certainty got my back up! Thank you for any assistance, I will be more than happy to contact their regulator if they are bound by one which, I would be grateful if you could provide.

cheers

Chris👍

Dear Robyn1968 ,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Allow me to ask you a few more questions so I better understand the situation. Could you please advise which winnings exactly disappeared from your balance? Was it winnings from a single spin or multiple spins? Can you access your game history or request it from the casino? Is the win recorded there? Was any bonus active on your account when the glitch occurred?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No bonuses were involved, I got a bonus on the game after spending £70 won £73 on the free spins it then showed up on my account, think I had about £300 in then when I went to the lobby it was down £73 and that 500 error appeared.

cheers

chris

Dear Robyn1968,

Was the bet that resulted in your win recorded in the game history or has the reduction of your balance been recorded in your transaction history? Have you tried to contact the game provider and inquire about the error?

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.

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.

I'll await your reply.

Thanks for that Tomas, I will go to Ruby Bet and see if they can provide historical of when I played that game. As I mentioned before it was real money and I got a bonus free spins won £73 then it disappeared and I got that error message 500 that I screen shot to you. I will get back to you.

cheers

Chris👍

I am afraid I will need a more complete picture of the situation, Robyn1968.

What do those bets in the screenshot represent in this situation? Has the casino provided you with any reply regarding the technical error or why your winnings disappeared? Could you please forward the communication exchange between you and the casino regarding the issue to my email at tomas@casino.guru?

Will do Tomas👍

This is all I got from their chat. Asked for a copy of all chats but was ignored. Can’t believe I’ve spent several hundred pounds on their site since this happened 🤦🏻. I won’t be depositing from now on.

cheers Tomas👍👍

Have you had success with receiving the game log, Robyn1968? Please understand that if there is no evidence of your win or about you making the bet it will be impossible for us to confront the casino. I'll look forward to your reply.

Hi Tomas, I have requested the games log and a transcript of all messages regarding the matter from them. They tell me I will receive an email from their Data Protection Officer who will arrange the same. Frankly, I won’t hold my breath. I will of course revert to you when or if I receive the information. Once again, thank you for your input Tomas.

cheers

Chris👍

Dear Robyn1968.

Without supporting evidence we can't build a case. If you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime. 

I wish I could be of more help. Do not hesitate to contact us if you run into issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.