SportsBetting.ag Casino - Player's balance disappeared.

I am opening this complaint, only after having tried and failed to communicate and settle this with SportsBetting directly.

I opened an account on 11/10/2022, made some deposits, and played a random selection of slots they offer. I ended up on a hot streak, at one point having my balance hit around $25,000.

I ended up losing roughly $4,000 - $5,000 and submitted a payout request for $20,000 via bitcoin. This request was reviewed and denied in less than an hour, and I was told to contact their support/security by calling their number from the phone attached to the account.

This was no problem, and I quickly called and began answering questions. After a couple minutes of answering basic questions, the tone and demeanor of the agent quickly shifted. I was placed on hold for a brief amount of time and when he returned, the conversation was apparently over, as he said that he had no more questions, and to send my documentation to their support, so that I could get verified and request a withdrawal.

This entire interaction start-to-finish lasted between five - ten minutes. When I sat back down at my pc, I clicked to a new page, I quickly became aware that my balance was now $0.01. Assuming this must be due to the $20,000 request still being pending or something, I quickly jump right back on live support, and speak with an agent, who informs me that there is no error, my balance is now $.0.01, and

I am informed that I somehow spent $20,000 in the casino, while I was speaking to support to get my payment set.

Since this never happened, and I know for a fact that I did not somehow manage to wipe out my entire balance while being verified, I requested a very basic piece of information, which would clearly show the mistake was not on my end, and whatever is happening, it is not coming from me.

I requested the transaction/history log of my recent game play. This is something I believe every online casino has, especially a large name like Sportsbetting, but I am in repeatedly told that it is impossible to retrieve this data.

This transaction log has been the only thing I requested from Sportsbetting, and for reasons unknown to me, this is virtually impossible to receive this.

I asked how it would be possible to wager and lose around $20,000 on a slot game that has a max bet of $20 - $25. They offered no explanation, or interest in this, and told me nothing besides "you wagered and lost, we cannot provide any logs"

I have repeatedly contacted support, security, and anyone else who may have been able to help, but I received nothing but responses weeks later, telling me their team looked into it, and they can see nobody logged into my account from a different IP address, and they cannot provide any documents, nor can they help me.

I never told them I thought someone logged in to my account and lost that money, because they time frame + the amount lost would be impossible.

After digging deeper into what could have happened, I became aware that the session cookies used by the site, which get assigned to you after you log in, have a long life, and are probably used by both Sportsbetting, as well as the providers of the slots and other games which are offered.

Months later, I still have not received any answers, any explanation, and the email correspondence stopped as well. If I lost $20,000 in five minutes, why could the log not be provided showing how this is possible? A win of this size is very substantial to me, and the lack of support I have received has made me skeptical of this site, as well as all the other connected sister-sites.

I deposited at Sportsbetting because of the high ranks, reviews, and posts around the internet, which seemed to offer credibility to this brand. However, I feel as though I was misguided regarding the credibility of this sportsbook.

I would like to see my betting activity for that time period and explained why the transaction history log on my account right now is not showing the $20,000 that was removed.

I request to receive my original payout of $20,000 via bitcoin.

Dear everydayhodl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. This is indeed a very suspicious situation. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? Do you currently have access to your account? Do I understand correctly that you don't have the option to check your game history in the casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hi Kristina,

To answer you questions in order,

1) I did not have an active bonus, nor have I ever used a bonus.

2) Yes, I still have access to my account

3) After this initially happened, I wasn’t able to check my player history, or it did not have any information that was updated with that daily activity.

I recently logged in to the account, and that is when I took the screenshot of the history showing activity which was less than $6,000 while the $20,000 shows nothing for where it was, or where it went.

If you have any other questions, or need screenshots or info, let me know and I will respond asap.

Thank You.

Thank you very much, everydayhodl, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi everydayhodl,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite SportsBetting.ag Casino to the conversation to participate in the resolution of this complaint.

Thank you both for the help.

Greetings,

After carefully reviewing the situation. The last action on this account was back in November. Our Security checked the claim back then and found no discrepancies of which he was notified. It appears he continued to play and eventually lost the funds while going through verification. 

Best Regards,

SportsBeting.ag

Thank you for responding to the complaint.

If there are no discrepancies, why has your team refused to provide me with the basic transaction log, which shows the history of spins?

The very broad monthly overview transaction history, which is found in player settings, has no record of this $20,000 being lost.

On this day, I was doing $20 spins before winning.

The max bet on this slot is $100 per spin.

How did my balance drop $20,000 in less than 10 minutes, with wagers averaging $1,000 - $4,000 per spin?

How is this not a discrepancy for the team looking into this?

None of this makes any sense.

Hi all,

Thank you for your replies.

Dear SportsBetting.ag Casino team,

Please send the player's game history to my email address (peter.m@casino.guru).

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 appreciate all the ongoing help from Casino-Guru on this case.

When I initially raised this problem on another casino forum, almost all the responses were "$20,000 is nothing to a site this size, Sportsbetting.ag would never do this"

I initially agreed with them and assumed this was a random error on their side. However, the fact that they continue to not provide the most basic of transactions, and also choosing to completely ignore both the player, as well as the arbiters, make me question how a site can have such high rankings across the internet.

While $20,000 might not seem like much to a site of this size, it sure doesn't seem like that to me. Watching the casino choose to ignore everyone on this makes it clear that they have no respect for the process of player complaints and arbitration services.

I am just frustrated, but I do very much appreciate all the help and time CasinoGuru has already put into this. Without services such as yours, this would have been a lost cause long ago.

Greetings,

Our Security Team confirmed there was no breach. Please check the game history on the image attached.

Regards,

SportsBettings.ag

Thank you SportsBetting.ag Casino team for the screenshot.

Dear everydayhodl,

Unfortunately, the game history suggests that the balance was played down. If this is the case, I'm afraid I won't be able to help you.

Thank you for the response.

Based on the transaction logs provided by Sportsbetting, it is showing that in a period of less than 8 minutes, the entire account was drained, down to the last 1 cent.

The max wager on this slot is $100. It is impossible for a player to place any wager higher than this.

Here is the same game, from their site. The options are chosen for the max number of coins and lines.

As you can see, the max amount comes out to be $100

If you look at the wagered amounts, after a period of inactivity from my session, the bets are placed are:

1| $200

2| $2,000

3| $2,000

4| $2,000

5| $4,000

6| $4,000

7| $2,000

8| $1,000

9| $500

To prove this, you can try placing a wager for more than $100 on this slot, and it is not possible.

This was not done by me, and I did not lose $20,000 in less than 8-minutes.

I also never have claimed there was a breach of my account.

Thank you

I have never claimed there was a breach of my account. I also have never accused Sportsbetting of anything, and based on the amount of positive reviews and ratings found thoughought the internet, I assumed this was just some kind of mix up or maybe a glitch on their end.

I don't know what to think anymore. I have had probably five casino reps tell me that after extensive review, there are zero discrepancies, and there is nothing abnormal about these logs.

That not only is there nothing abnormal about these series of wagers. That I must have decided to go from $20 a spin, to somehow $500, $1000, $2,000, & $4,000 a spin. Something that is both impossible for me to do as a player.

Even if the timeframes were not provided on the far right side, this would mean I also bet $20,000 without ever winning a single cent.

Even if the games did not limit max bets, why would this suggest a normal playing pattern, that I would decide to go on, while speaking with support.

This also does not explain why any trace of this amount is completely absent from the logs.

Dear SportsBetting.ag Casino team,

Could you please respond to the above? How was everydayhodl able to make such high bets and why there is no trace of the amounts in the log?

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.

Not making accusations, but since there is nothing but silence from the site, this is what it seems like to me.

• The progressive jackpot was $26,108.80 at the time of me hitting it

• The current progressive jackpot is $737.24

• $20,000 is completely missing from transaction logs

• After posting screenshots of this, SportsBetting removed the ability to select these dates

• After speaking with chat support, you can see that there is transaction history over these dates, but they decided to remove my ability to see this

For those who do not play slots, with progressive games, each spin a player makes, a small % of that wager goes into the progressive amount. This builds, until it is randomly triggered.

With all this information, I cannot come to a conclusion that doesn't suggest that the progressive win was removed from my account, as well as fraudulently removed from all other slot players from the chance of winning this, and $20,000 was pocketed by SOMEONE.

Maybe this explains the silence and non-responses.

Sportsbetting, why do you even take part in this player complaint program, if you cannot even do the absolute minumum of responding to questions?

If you are wrong, and your security team made a mistake in their review, why are you not able to just admit this and move forward? Or is this standard procedure for Betonline, Sportsbetting, WildCasino, SuperSlots, & TigerGaming? Never admit fault, player is always wrong, and ignore the requests from the mediator service, who you are partnered with through this site.

Clearly, this site does not respect CasinoGuru enough to answer a question, so why would they care enough to ever have the players best interest in mind.

I would bet my money, that this is simply because this makes their security team look imcompetent. The most basic of minds would be able to see a discrepancy with a game that only allows you to bet $100, but somehow multiple bets of $4,000 were made, with no history on the logs.

If you happen to be hiring for someone to run your security, I have absolutley zero experience, I am terrible at math, and a natural inability to solve problems in real time. I know this makes me overqualified for this position, but I really may be able to bring something to the table.

Greetings,

Our Security Team already confirmed there was no breach.

Regards,

SportsBettings.ag

Dear SportsBetting.ag Casino team,

Could you please answer the questions above? How was everydayhodl able to make such high bets and why there is no trace of the amounts in the log?

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.

Dear everydayhodl,

Unfortunately, it seems that the casino stopped responding entirely. 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 respond and change its position, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter