talkSPORT BET Casino - Player experiences autoplay issue.

I was playing Monopoly Live using autoplay on this site on June 14th. I decreased the number of autoplay rounds and kept the stake of each round the same (£12, £6 on 2 rolls and £6 on 4 rolls) I reduced from 7 rounds to 5 rounds at the same stake and went to get a drink. When I returned I saw there was a 2 rolls bonus round which paid 16x but no bet had been placed. I had been screen recording so I went back to see what happened and saw it said that autoplay had been stopped due to the loss limit being reached. The loss limit cannot be reached until the money you initially set has been reached and it cannot be reached if you reduced the number of rounds and don’t increase the stake.

i provided talkSPORTBET with the video evidence which shows what I’ve described above.

Evolution wrote to TalkSPORTBET claiming I had manually stopped the autoplay which is clearly not the case, I disputed this and have been waiting for over a week since with talkSPORTBET claiming it is still being investigated.

I feel that waiting for over a week for such a clear cut case is extremely unreasonable and don’t see the logic in awaiting another response from a company that has clearly lied already.

I have asked talkSPORTBET for a final response but they won’t issue one and claim I just have to wait. I have told them I will be issuing this complaint and refuse to use their site until I am paid in full.

£84 is the amount they owe since the returns for the £12 total stake would have been £96.

Dear AQS2023,

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. Could you please advise if you set any loss or wager limits? Have you experienced any technical issues with this specific game in the past?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes as you can see in the video I set autoplay which is the only loss limit I have on the account. When you set autoplay for 10 spins at £12 stake, for example, it sets a loss limit of £120 for the duration of those spins. I reduced the 7 remaining £12 spins to 5 at the same stake so the loss limit would not have been reached anyway but, for some reason which I can only think is a technical fault, it seems to have stopped after the following spin. All of this can be seen in the video I provided - you will need to slow it down to see the reduction from 7 spins to 5. I have never seen this happen before and I always play this way.

Thank you very much, AQS2023, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Dear AQS2023,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

The casino have responded and have come up with a load of nonsense which does not explain what happened. They awarded £15 which I said I will not accept as a resolution. I have told them they need to add the outstanding £69 for me to continue using their site and they have refused to do this.

I suggest you lower this casino’s rating or blacklist them as they are being really silly about this.

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 not used or even logged in to the casino since I lost the £15 they credited. As far as I am concerned, they have stupidly lost a customer over £69. Their explanation for what happened is complete and utter nonsense and my video evidence proves it. Anyone can demonstrate that their explanation is incorrect.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint anytime.

Dear AQS2023,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I would be happy to assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru