Sportaza Casino - Player's winnings disappear from account.

Hello,

I have a huge problem. I played lightning roulette and won 100x, before that the same. However, both times the gains appeared on my balance and disappeared after 10 seconds. I also lost the bet I placed that round. I contacted the live chat and they said that there was a problem. They also told me that they forwarded my case to the casino. I am wondering who I can turn to for help.

Thank you in advance

Dear Marshall,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

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.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I send you photos of the winning and the exactly round and time. Do you receive that?

Player's email:

Hello, 

I send you photos of my winning.

The exact time is 23.36.01, you see 790€. And then suddenly after 10sec that dissapear from my balance.

The second photo is number 30 as sou see

Thank you, Marshall, for your email. Could you please advise if there's any more detailed game history that you could forward where your active balance would be visible as well? Additionally, please forward any relevant communication between you and the casino too.

As you can see, there is a stake here but no gain. You can also see my balance.

Thank you very much, Marshall, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Marshall,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear all,

Thank you for reaching out.

We would like to inform you that the amounts in question were credited to customer's balance on 06.07.2023. 790 EUR of a win + 75 EUR rollback from a cancelled round = 865 EUR was credited.

Best regards,

Sportaza.com

Dear Marshall,

I would like to request confirmation of your receipt of these winnings.

Yes, i receive that But still didnt receive my 115€ winning on my 75€ bet. Just receive 75€ bet back. I send them pictures and everything. 8th day without answer from them

As the casino wrote, this round was cancelled. If the record is missing in the game provider server, then you can do nothing about it. Always the correct result is the one on the game provider's server. 

Okay, but i have that win in my transaction history.

Dear Casino representative,

May I ask why the second bet was cancelled and not paid out?

Dear Matej,

Please be informed that we sent you an email with an explanation. Looking forward for your reply.

Best regards,

Sportaza.com

Dear Marshall,

I regret to inform you that the casino provided evidence that the bet in question was not accepted and therefore cannot be honored.

I apologize for any inconvenience caused. It is likely that there was a connection problem which resulted in the troubles you experienced.

In this situation, there is nothing you can do about it. Time to time it occurs and server logs are the correct ones.

Dear Marshall,

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.

Unfortunately, the player has not responded to our messages and questions. However, in this case, I believe we can close this case as resolved.

The player can reopen this complaint at any time.