Sportsbet.io Casino - Player is dissatisfied with conversation rate.

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game with problem

#10:29:47 10/9 19:30:33

A new conversion notation in Japanese yen started, and a problem occurred.

It happened with Lightning Roulette.

Previously, both Ripple deposits and Litecoin deposits were converted into mBTC rates.

There was no inconvenience because favorites were also registered with the currency chip.

In LightningRoulette

First, I registered my favorites in Japanese Yen notation with the smallest size chip.

When I started the same game again, the balance display was converted to mBTC.

But the rate conversion was not done in the favorite function.

Unlike the amount when you registered as a favorite, it is a bet with an amount that has not been set.

Since the currency notation of the balance is also converted into a rate, it is correct that the bet amount set in Favorites is also converted.

If you change the in-game currency, your favorite

There is a great deal of dissociation between tip units and currencies.

I don't think it's very user friendly.

From the user's point of view,

I think that it occurred because I neglected my duty to break safety measures.

The amount of bets I did not register has been changed, so I would like it to be disabled.

Dear DRPAD15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the currency of your real balance has changed during the game? Have you communicated this issue with the casino directly? If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

As of 10/26, this problem does not occur if the active currency is set to Japanese Yen. You have taken appropriate preventative measures.

Thank you, DRPAD15, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

I pointed out the preventive measure for this problem and took measures against it.

I kept it private because it had a big impact.

Regarding the game with the problem, unlike the time of registration, the bet amount has been modified, so please negotiate to have it invalidated.

This is a game image that had a problem before the repair.

Please correct the amount in dispute to 240mBTC.

forwarded email from the casino to the player:

"Thank you for always using Sportsbet.io.

We would like to inform you about the matter that Evolution was investigating.

Regarding Roleta Relâmpago's rejection of bets in the four rounds,

You can place bets using the favorites/special bets feature.

Here, one wager is set to 0.05 yen.

Round ID: 171ccfcd79395dbf2a1bcf71 We had you select 12 straight up spots, but the total bet amount was 0.6 yen, which is less than the minimum bet amount of 20 yen, so your bet was not accepted.

The bet of 0.6 yen will be promptly refunded to your account balance.

171ccff15362ca1706758a3c / 171cd0096cc3c88dba26bbc1 / 171cd047f190e078d5c31a56

The contents of these three rounds will be the same.

In the above rounds, there were no problems with games or servers.

Thank you very much.

sportsbet.io

Customer Support"

The abovementioned email says that the amount was refunded back to you. Is that correct?

Mr. Petronella

Thank you for your efforts.

Sportsbet.io's reply says they refunded because the minimum bet amount was not met.

This bug occurred when the Japanese yen was set as the active currency when registering as a favorite with virtual currency.

It does not have a realistic procedure of registering favorites by chip.

Favorites are not rate-converted, resulting in significant dissociation.

Pointing it out, Sportsbet.io took measures and currently there are no problems.

Please negotiate to invalidate the modification of the bet amount.

Since it has been made public this time, I would like to receive an official response from Sportsbet.io.

Mr. Petronella

Supplement a little.

Evolution knows the details of how to place bets.

This bug is due to a change on the Sportsbet.io side.

It occurred because the Japanese yen notation started newly.

The bet amount registered in Favorites has been modified.

It does not follow a realistic procedure for chipping like a land casino.

It occurs because you neglected your duty to break safety measures.

Currently, when the active balance is set to Japanese Yen, users can play safely because they have taken appropriate preventive measures.

Thank you very much, DRPAD15, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Pedronella

Thank you. I recognized you as an impartial third party. All were public and became user-focused cases. And I think mediation like yours is necessary for users. I would like to help you in Japan.

May the casino be a fun space.

Hello DRPAD15,

I am sorry to hear about your troubles.

I am not sure if I completely understand the issue you were experiencing. (maybe also because of the translation from Japanese to English) but I am sure we will move forward.

So let's try to summarize:

So far, I understand that because JPY has started to be available as a new currency (or conversion has begun to be available), there was a bug which incorrectly displayed the currency.

If I am correct, could you please show me where? (if you have a screenshot) How did this affects your gameplay, and did you lose money because of this bug? (and if yes, then how much?)

Petronella and Mateji

Thank you for your cooperation in the public space.

Yes, there are differences in nuances, culture and laws in Japan. I would like to help you with that.

I was a game debugger, so I was worried about the seriousness and credibility of the matter, so I delayed the release.

There are bound to be problems with anything new. However, in this case, it became inconvenient because we sought convenience.

I understand your activity.

In this case, I would like to receive a public response about the dissociation of a large amount of money even though I set it as my favorite.

Wouldn't it be nice if you could set the range and amount of your bets in one go with your favourites? . However, this time, unlike when I registered, the bet amount was changed.

It's a problem to bet with a different amount than registered, isn't it? .

There is also a translation, and I will supplement it.

Suppose you registered a favorite with the minimum tip in your country. Sportsbet.io accepts various currencies.

Is it easy for the user to understand his currency unit? .

As a result of pursuing the convenience, inconvenience occurred.

Originally, the advantage of favorites is that you can set your favorite amount at once.

However, this time, Sportsbet.io can be placed anywhere you like, but the unit of money is different.

Why is the balance converted into a rate, but the favorite is not converted? ? .

No, to what extent do you accept dissociation? ? .

Shortcuts you don't like, let alone your favorites? .

But this is a rare case only when there is ample balance.

This time, since it has been released, I would like to ask for an official view from Sportsbet.io.

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

Dear casino representative, could you please explain to us what happened and if you can compensate DRPAD15 for his inconvenience?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Authority (Please access the website through a link on the casino website footer, see pictures) and submit a complaint to them.

The Gaming Authority has more options and tools to help players. Please let me know if you submit a complaint to licensing authority or if you need help with submitting the complaint. (matej@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Matej-san

Thank you for your effort.

It is very disappointing.

I asked Sportsbet.io for an appropriate response,

We judge that you are not qualified to call yourself fair gambling.

Therefore, we will file a complaint with the licensing authority.

Thank you for your cooperation.

Thank you, DRPAD15.

Just please write to me when the complaint will be submitted to the regulator. We have a special status for these complaints.

Matej-san

It is very reassuring to have impartial professionals like you.

I think it's time for regulators to monitor and correct Sportsbet.io.

Failure to take accountability for what an expert sees as problematic would affect the license.

Thank you for your continued cooperation.

We hope you enjoy the casino.

Dear DRPAD15,

Could you please confirm that you followed my instructions and submitted your complaint to the regulator?

(I can't submit the complaint to the regulator for you, each player must submit the complaint by himself).

I am sorry, but from your answer, it is not clear if you already did it.

Matej-san

From the Sportsbet.io page

I have submitted a complaint to a regulatory authority.

Even from an expert's point of view, it seems that there is a problem, so I hope that you will take appropriate measures.

thank you for your cooperation.

Also, if you have taken action due to a problem, please let us know the result.

Thank you for the confirmation.

I am now closing the complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the complaint when you get a final response from the regulator, and we will close the complaint accordingly.