Speedy Casino - Player’s roulette bets haven’t been accepted.

playing at all casinos owned by Hero gaming speedy,simple casino and casino heroes was fine.after winning 4000 euro with a small deposi and cached out the next day the problems began . on 27/28 june at simple casino i was winning litlle every round and then i discided to raise my bets to around 300 E every bet but it was impossible to win several rounds and my balance went hard down from 4000 to 2000 i was able to predict the nex winning number i was pretty sure the number 8 would come out my bets were accepted and the ball was spinning around after the ball lost the speed seconds before ball drop suddenly i got a message that my bets were rejected and indeed the 8 came out and i got only my initial bet back 320 euro i immidiatly went on the live chat and uploaded a screenshot with the message [bets rejected]due this distraction i lost 2 more big bets in the same section direct after this with winnings of 3600 euro..my bet on number 8 was 36 or 45 euro straight i am missing [36x36=1296-320=876] or [45x36=1620-320=1300]after 2 weeks investigation by the provider i got email :our team contacted the game provider and they checked this also from their end .they checked your game activities from that date and they could not locate the round with betrejection by mentioned details and the rounds with winning number 8 were all resolved and settled succesfully.

as confirmed above there are no winnings due from the game play.!this above is all b.s first of all it is very easy for them to check my complain due just going back in the live chat history were i uploaded the screenshot with the rejection bets message.i am pretty sure there is a human intervene in this rejecting big bets and dont allow players to win big amounts and distract them from the game.there is a slightly delay in the stream and they can easily reject the bets.i have several rejected bets but for smaller amounts around 300 euro total but they refused to refund i find this kind of scam.win is a win if i was fysicly in the casino and betting on the same table and something occur i would be refunded any time so why not online if you claim the tables are live.i had this with other big brands but they refunded my missing wins and that is the way it should be carried out.after emailing them to do more investigation i was told that the case is in the relevant department after waiting for more 10 days i got an email that my case was resolved and that they already replied to me .other words it was my connection it was all my fault.these kind of casinos profile you and will everything to prevent you from winning big amounts in collaboration with their provider.

i want my missing winnings!it is actually a shame to beg for something you won fairly the casino should be ashamed of their selfs to let a customer to go thru this.if you need any screenshots or email traffic i am ready to send when asked.thanks

Dear Halil,

Thank you very much for submitting your complaint and for forwarding all the relevant screenshots. I’m sorry to hear about your problem. Firstly, allow me to ask you which casino this complaint is related to, as you have filed two complaints for two different casinos. Please advise which link is the correct one (https://www.speedycasino.com/ or https://www.speedybet.com/).

Subsequently, could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you very much in advance for your reply.

Best regards,

Petronela

i looked in the screenshot i can see it is speedy casino were this occured .the rejecting bets happens on all their sites .after opening account on their new site boom cassino i experienced the same issue after 9 losing bets my winning round got rejected too.something is not oke here.

Thank you very much for your reply and for forwarding relevant communication. I’m not sure how could I be of more help. You stated in your email that the casino has admitted their mistake but unfortunately, nothing in the forwarded emails proves this. Could you please advise if you have tried to communicate this issue with the game provider?

hi Petronella ,my first reaction was to contact evolution support but unfortunatly as you can see on the screenshots the chat option is blocked .evolution staf is very sensitive and rude towards custumers and are not allowed to speak the truth and they block you immidiatly.i know also from the past evolution support creates a case ID and let you wait for days and upon solution the casinos ignore their advice to solve the case so in both cases it is useless to contact them if it is possible.i had a case were evolution has adviced to refund 260€ but the casino refused to pay .both are working together to get rid of the players complain even if player has 100% right.i got some emails and will send it to you.

i think that the screenshots are a vey solid proof that the software is not oke and the casino dont even need to admit this it is clearly visible.

Thank you very much Halil for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Halil.

It looks like in the emails what you have sent to us there is missing an attachment with the screenshot with winning number 8.

Please, could you explain to me what I should see in the video? I am not sure what I should focus on.

I found in your emails the game log - could you please explain to me what happened there and how it is related with other proofs.

It looks like we have a piece of fragmented information and I would like to understand better what kind of proofs you have, and based on that we can build a case.

Thanks.

i have send an email to petronella with the missing screenshot because this here not working .

the other screenshots are all rejected bets for a total of 300 € .i attached them just to let know that rejected bets only winning bets is very common at this casino.it is horrible playing here .it is not entertaining i can tell you.

hiMatei ,

you remember my case with no account casino about the software glitch .?after opening a dispute to their ADR IBAS ,7 months later no single sign of a resolution only updates ; we working on it.

i dont think these partys are for the player but they are here to protect the casinos.

this has nothing to do with this case but i remember you told me to update you back then.

i hope this case will not go the same long trajectory i would loose m tiny left trust in online gaimng and all what is connected with online gaming.

I have checked all the files what you sent, but I am afraid that based on that we can't build any solid case.

In the screenshot, there is no image of your bet or rejected bet confirming that you made this bet. The rejected bets wouldn't be recorded on the server-side (game provider) either. In this situation, it is only your word as proof that you made a bet in that round. (also nobody can confirm the amount of the bet) 

What we know for sure is that there was some problem with the game, but we don't know if this happened to all players or just to you. Best what we can do is to send our testers to the casino and check if they will experience a similar problem, but even if we prove that this is a global problem. The casino may credit you som free spins as a gesture of goodwill, but I am sure that they will not pay you the winnings from rejected bet.

If everything is OK on server-side, and you are the only one complaining about it - then casino assumed that this is more likely a problem on client-side. 

Did you try a different browser, delete cookies or try a different device?

hi Matej ,yes i tried other brouwsers and i delete before every session the history and cookis that did not help to resolve the issue.again it is a shame for a brand with 5 casinos to let a player who lost 8000 € on their sites to go thru this.basicly you are saying that the casino can say i am a lier and making this up .and that i am on by own while i have plenty screenshots that proof that their software is not up to date .even if the problem was global why are they not solving this issue because it is not in benefite of player .what iam sure of is that they scammed me that evening to prevent me to have a winning streak and win big .why the not let them give a reaction here .i asked them for the game log but they did not replay .

as a player i have the right to see the play log.

i log and deposit on a good rated site and i am expecting that everything is running oke and without the idea to go and record my whole play for hours.in that case all casinos should make it mandatory to buy a screenrecorder and record everything .this is the way we are heading too no play but record .isnt that aukward .provider advertise that they have the best ecuipment and software .the whole online business is a show to rip players of their money.

We are still waiting for the result from our testers, sorry for the delay.

is okay

Hello Halil.

We tried several testers, but all report that everything is now working well.

I am afraid in this situation it looks like more like some local (client-side) or temporary problem.

I would like to help you but in this situation you can't proof that you acctually made a winning bet or that the problem was on the casino side. The same apllied to the video - we dont know where were the problem.

Standard approach in this situation is make a proofs and stop playing and report the problem to the casino. (which avoid any money loss)

I am very sorry but in this situation we cant help you. I was hoping that our testers will be able to find something suspicius but unfortunatelly they didn't.

Your idea: "i am pretty sure there is a human intervene" this is simply not possible that somebody is watching all bets and void the winning bets. Besides, this could be possible to do only on the side of the provider.

Look on this schematics: 

The bet must be confirmed by the provider server first, so the casino cannot cancel it, there would be record on the provider side.

And if there is no record on the provider side, that means that your internet connection could cause malfunction of the game.

well i played in a sister casino and the error in the video is still there .i played also in many casino in the same time but everything function fine .the problems appear only in this casino that rule out my connection issues.since your testers did not find something suspisious that makes me conclude that they scammed me purpusly to prevent me winning big.i dont understand how the game log is not there my bets were accepted and the final miliseconds it got rejected.afterthat this happend many times with smaller bets to let me believe it was an connection error.

for myself i am pretty sure it was a scam.the way the casino reacted to the problem i wil open a despute at egogra i dont think that will help eather .since my last despute with IBAS is now running for almost 8 months and they dont even replay to my emails i made my mind up online and everything connected to it is a scam.and one day they will pay the price.the casino has always the luck to not to lost but the player have always the luck to not win.

i have to wait 7 more months and go thru this online scam but then i will block all my accounts and say goodby to it the real casino door will open for me again if you want i can then show you how real casinos result are compare to this online scam.they lost me and will lose thousands of players gradualy people are not stupid.

I am very sorry, Halil. 

Based on all, what we tried, it looks like we cannot build a case from what we have here. I am afraid that we need to reject your complaint. You can try to contact the casino regulator, they have better access to game logs, but the chances in your case are very low (my opinion) 

i have another issue with their sister casino again rejected bets.

i have sent you emails with evidense.they cant go away with this we must warn other players so the casino can change their bad serviceHero gaming is using tactics to let players lose their money.

dont religh on the ADR wich casinos offer for complains it is just service to let you feel comfortable but at the end they rule for casinos and not the players .IBAS,egogra dont waiste your time they extend the timeframe for complains purposly untill you give up.

Halil, could you please create a new complaint on Speedybet casino. The names are similar, and I would like to keep your two complaints separate.

I am closing this your complaint, and please let's continue with new evidence what you have in the complaint on Speedybet Casino.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello Halil.

Sorry that it took a longer, I was trying to find some answers.

So lets back to the picture which I already post you once.

From your logs: It's clear that your bet was confirmed on the game provider server. But this bet was not confirmed by the casino server. My opinion is that the communication between the game provider server and casino server was lost or never happened. Therefore, the bet was never accepted, and after a certain period of time (when the bets were closed) the game provider server didn’t receive the confirmation from casino server and generated the message "bets were rejected."

And here is the first problem, it seems that it is a problem on the game provider side. (or malfunction in communication between casino server and game provider server) So technically you shouldn’t blame the casino. There is a special clausula in Terms specifically mentioning this type of situation:

10.1 Unexpected technical problems or circumstances outside of our control may require that we cancel and refund bets to you. Such circumstances could include but are not limited to technical problems with a Game and/or where that a game is "stuck" in a state where a game round is not being finished. Similarly, your account balances may have to be adjusted under certain circumstances, including but not limited to if a bonus campaign has in any way been misconfigured or if a Game malfunctions. If there is a malfunction in a Game or its interoperability, any bets made during such malfunctioning shall be void. Winnings obtained from a malfunctioning Game shall be considered void, as well as any subsequent game rounds with said funds, regardless of what Games are played using such funds.

And :

12.1 No warranty. You use the Website and participate in the Games at your own risk. The Website and the Games are provided without any warranty whatsoever, whether expressed or implied. Without prejudice to the generality of the preceding provision, we, our directors, employees, partners and service providers explicitly disclaim any warranty that the Games, the Website and their related software are fit for their purpose, free from errors or will be accessible without interruptions.

12.2 No Liability. We are not liable for any losses, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise, arising in relation to your use of the Website or your participation in the Games, including without limitation, delays or interruptions in operation or transmission, loss or corruption of data, communication or lines failure, any person’s misuse of the site or its content or any errors or omissions in content.

Now closely look on your record, you played the whole day, and this situation happened once and you made 500+ bets where one had malfunction.

Another thing is how to determine compensation. Nobody knows what you bet in that round and you are requesting a highest possible win (single number) but if we closely look on your winnings from that day, it looks like you never bet on single number. All your winnings are 2x-6.6x multiplication of your bet. That is in contradiction to your claim that you win from a single number bet.

I am very sorry, but because of what we discovered; we are on side of the casino.

First, it is highly probable that it is not casino fault, and in similar situations, the bet should be void (what happened) 

Second, we don’t know what was result of your bet – you can’t confirm the bet, so the missing winning is only the speculation (and your betting pattern not confirm it)

If you wish to investigate this case further, please contact MGA – they can better investigate the game provider side, but we believe that the casino is innocent in this case and we shouldn’t punish them. More likely, it is a game provider mistake, and we do not evaluate game providers, so we have no options here.

the softway it does not get solved .unfortunatlly i will not let them get away with it .i aready contacted people in sweden were this scammers are .i gave the order to get my money there

may god stand with them.

I understand your frustration. Unfortunatelly, as I described you probably find an error which is not under the control of the casino. You already made similar complaints on other casinos - which only indicates that it is more likely game provider problem. There is a chance that if you play in any casino with the mentioned game the situation will be the same, therefore we can't punish the casino for that.

Please let us know if you discover more information about the problem. I am sorry that we can't help you further.

i am playing in a casino since 8 weeks daily no single issue .before signing up i asked the polocy about rejected bets issues she told me we will do our best to pay out the winnings and she said never had complaints about that .that is how a casino should be and not put some shady terms in favorite of casinos and claiming the player is lieing.if it is the problem from the provider then the casino should sue the provider and demand to refund the missing bets.the player has a contract with the casino and not with the provider they are the party who should fight against the provider.for me hero Gaming are bunch of greedy criminals who work along with evolution gaming to keep the cash in the casino and split it end of the year.we are talking about millions missing winnings .if they do this with every player once a month .they lost me as player and i will spred the word .in mean time 3 month they have made millions profit and they still ignoring me .my money will i get it will not come in my pocket but at least i made a point and hope they will change their polocy.time to deal legally with this is over violent is the only way these people understand.

you will read about it .

As I wrote, please contact the MGA, they have much more options. 

We evaluate the problem based on the data what we have.

But from our perspective, when this issue happened it strikes randomly and could save you money too. (also lost bets can be rejected)

The rule what I mentioned is standard rule, and every casino has it.

It is not in their power to grant that the connection between the game server and their server will always be stable.

I am afraid that based on all what we wrote above, we are forced to reject your complaint.

is oke close my complaint .i played with my cousins account and managed to win 4700€ .and everything was fine no bugs no rejected bets weird right.

these casinos pay in seconds wich is very satisfying it is only the customer support that put you as lyer and dumb person.after all this tbey never apologized or compensate like a cash back for the all the losses and the inconvienent happend.from day one they went in defence mode .they should have done it properly .anyway thanks for your effort .only one thing you never challenged the casino to replay here ,you should have done it in the first place no matter i was right or they .

thanks .

Thanks for the feedback.

But actually that is where we are different from other similar platforms - we in first place try to identify the problem and only in the case that we need help from the casino we invite them into the discussion. It's a win-win strategy because casinos are not so fast in replies as we are, and we can identify a problem and sometimes solve the case without the assistance of the casino.

We are now closing the complaint as "unjustified."