SuperBoss Casino - Player disputes lost bet results.

Hello, i have made bet on Football Manager slot ( game similar to Aviator). Bet was 100 usd with autocash at 1.1. The rounded ended up with 1.11. But i have not got my money. In the history of game it looks like it wiinig bet, but in the logs of casino it is lost bet. I also attach file, where game provider says that bet was calculated right and i get my 10 usd profit. But know they say it was calculated right, and my bet is lost.

Please see all atachment.

Dear Holupot,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

Does the game history in your profile show different results than the official logs provided by the game provider?

What was your balance immediately before and immediately after the disputed bet?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I can't look at my game history, i have only screenshots i provided. Casino sent me my game logs and it says that i lost the bet. But as i you can see from the screenshots, i should have won it. My balance before bet was 333,45 usd. And there is one important thing that should be considered. If casino insist that o lost this bet, why on the screenshot you can see, that crash was at 1.11, and i had auto cash ou ar 1.1. Imagine it was visual bag and i indeed lost my bet. It mean that i had no cash out function enabled. But why first time provider said that i won my bet, and won my 10$. 10$ is the result of 1.1*100.

I have a theory that bets, which cash out odd 0.01 or 0.02 less than crash odd are counted as lost, i will try to findo out if my theory is right.

What do you mean that you cannot look at your game history? Are you not able to access your account?

Veronica, not in all casinos you can see your game history. And i sent you screenshot from slot history. If i enter this slot now, i will not be able to see this data. I requested casino to send me my game logs. And in these game logs is seems that i lost the bet. But in the screenshot you can see that i won it.

Thank you very much, Holupot, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Holupot,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SuperBoss Casino to join the conversation and participate in the resolution of this complaint.

Dear SuperBoss Casino,

Can you please comment on the player's issue? Why was the disputed bet counted as lost?

Thank you.

Kind regards,

Tomas

Dear Holupot,

We have twice initiated a check of this round by the provider and received information that the round was calculated correctly. On our side the result of the round matches the provider's result, the balances are the same. We have also provided you with your history of rounds and balances.

There is no evidence of a winning round in the screenshot that you provided to our support.

If you have any other information or screenshots that would help us in figuring out that you won in this round, we'll be sure to forward it to the provider. 

Dear SuperBoss Casino,

In order to expedite the investigation process, I will share the screenshots that the player provided us with:

Can you please comment on them?

Additionally, it would be really helpful if you could provide me with evidence confirming what you have stated above regarding the bet in question. Here is my email address: tomas.k@casino.guru

Thank you very much.

Kind regards,

Tomas

Dear Tomas

On the first screenshot, where the round result is underlined, there is no round ID or time. It is not possible to determine from this information which round this result relates to

On the second screenshot, where the round ID and time of the round are indicated, you can see that the player's profit is 0.

The third screenshot shows the response of our support specialist, who initially gave the wrong information. Our system uses round ID’s from the aggregator (71597253158), not from the provider (1592652), so initially the support staff member searched for a round by time and mixed it up with a previous round (71597932660).

Further, after receiving additional information from the aggregator and provider, we found that the round was lost and calculated correctly, which we immediately informed the client. We apologize for the false information from our employee.

Ok, you can check previous round (screenshot 1) if it right, that does mean that i am also right. And you said right that on the second screenshot it shows that i won nothing, but it is the same bet, which is underlined with red

Dear SuperBoss Casino,

Can you please provide us with the player's game history? I need to see whether the underlined result in the first screenshot is indeed the disputed bet or not.

Please send it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hi Tomas.

The file has been sent on Friday - let me know if you receive it please

Regards

Dear Holupot,

I received evidence supporting the casino's decision. However, we cannot accept this complaint since you have not provided any proof that your bet was a win. We have verified the game log, and it shows that your bet was indeed a loss. This seems to be a misunderstanding on your part.

Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, SuperBoss Casino, for providing information and your cooperation.

Best regards,

Tomas