Snatch Casino - Player is experiencing technical glitch while playing in the casino.

My gold bar disappeared due to a glitch on the casino side.

I then found out the average bet and number of gold bars I had.

However, the casino is using incorrect calculations and is trying to lower compensation.

Because this claim requires knowledge of the model,

Please assign someone with knowledge of "Gold Bar Roulette".

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain what the disputed value (¥50,000) represents in this case?

Could you please advise why you believe the casino records are wrong?

Do I understand correctly the game this is about is Gold Bar Roulette from Evolution game provider?

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

Yes, it will be gold bar roulette in evolution.

My gold bar disappeared due to a glitch,

Subsequent investigation revealed that I had 651 gold bars with an average bet of 27.79yen.

50,000 is the average amount won for this gold bar based on the gold bar roulette rules.

However, the casino claims that the amount of compensation is simply the average bet multiplied by the number of gold bar. (about 18,000 yen)

Anyone who understands the rules of the gold bar roulette knows this is a mistake.

Therefore, we would like someone who knows the rules to mediate.

Dear Guru and andandjonnyx,

Let us clarify this complaint.

We already have a rejected complaint about this:

https://casinoguru-en.com/snatch-casino-the-player-s-bonus-features-disappeared

Then the complaint had to be rejected due to the fact that the client could not provide any details. Over time, we received details from the client through our support team. The details that were provided by the client were sent to the game-provider for verification. I am attaching a screenshot of the provider's response.

In the screenshot, we see the amount at which the provider evaluates the cost of gold bars. Since this is not real money, but an additional function from the provider, the client was offered to accrue 18,000 JPY to a bonus account with a 3x wager.

We believe this is a fair offer, especially given that we still have no evidence that the gold bars have been lost.

That calculation method is incorrect.

A gold bar is worth 88 times its value, can you clarify where 88 appears in that formula?

Please call Evolution representative.

https://www.evolution.com/news/evolution-launches-gold-bar-roulette-enabling-players-take-control-and-stack-massive/

These are the rules of the gold bar roulette as officially announced by the provider at present.

It states that the player will receive 88 times the payout by making a straight-up bet using the gold bar won and hitting the target.

(If one bets 37 gold bars each worth $1, any one of them will hit the target, which is $88.)

Another Evolution representative stated that the amount in the screenshot is not helpful because of the complex calculation system for the value of gold bars.

Also, the gold bar has already been lost.

(This is because the game went out of service on April 19)

Due to delays in the casino's investigation during this time, the gold bar could not be restored and used.

The casino is completely at fault in this case.

(The history of other proprietors has also disappeared, and the resulting financial loss is difficult to recover because the value and number of pieces are not left as in the case of gold bars)

The average amount that should have been obtained when using the gold bar successfully should be the compensation.

The casino says there is no evidence that the Gold Bar has lost,

As you can see, Evolution's entire game history from that time has disappeared, and with it, the gold bar.

To the Casino

If you say your gold bar is not lost, can you please recover it now?

Thanks for the clarification and detailed explanation to both parties.

Dear andandjonnyx,

If the evaluation was made by the game provider we cannot blame the casino for the amount of compensation they are offering to you, especially if the nature of the feature was bonus money in the first place.

If the information is directly from the game provider, we are unable to mediate anything else other than what you were offered. Our recommendation would be you reconsider accepting the casino's offer for compensation. Please understand we can only mediate your issues with online casinos, and not game providers.

Due to the aforementioned reasons, this complaint will now be rejected. 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 issues with any online casino in the future.