Unibet Casino - Player's winnings haven't been credited.

I played red on Saturday, I won, no money. some kind of mistake... For me, after drawing a red ball, an error occurred and I didn't win.

Dear michu077,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you encountered while playing.

To help us better understand your situation and assist you effectively, could you please provide more details regarding the error you experienced?

• Could you clarify which game you were playing when the issue occurred?
• At what point did the error happen? Was it immediately after you placed your bet on red, or after the red ball was drawn?
• Did you receive any error messages or codes when the issue occurred? If so, could you share what those messages said?
• Have you contacted the casino's support team regarding this issue? If so, what was their response?
• Could you provide any screenshots or other evidence that might help us investigate the error further?

If you have any relevant communication or additional evidence, please feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hey. Thanks.

I placed a bet (as seen on the screen), there would be a draw, a red ball came up, and then after literally 2 seconds, instead of showing that I had won PLN 10,000, it appeared (screen), I also sent the Unibet response that I received. I asked for a log where it was supposed to be blank, and it's not suspicious.

the last screen shows the still remembered stake of 2x2500 PLN speed roulette

Unibet :

"

Dear Michał, 

We are contacting you from Unibet in regard to your recent casino bet query. 

Upon checking with the gaming providers, according to the game server logs information, you had attempted to place a bet for the reported game round, nevertheless, it was rejected since no response was received from your casino server on the withdrawal call sent by our system.

After a positive response on the withdrawal call retry was received, the Bet Cancellation was launched by our system, and funds for the failed bet attempt were refunded to your account.

You may find the game details below:

Game Id: 17eca387bfc13ebb0171437a-yro58en59e9fnztr

Type: Roulette (roulette)

Table: Speed Roulette (lkcbrbdckjxajdol)

Start: 2024-08-17 22:09:20 UTC

Winning Number: 27 Red

Transactions: 723612781520198110

BetBet CategoryBet TypeRequestedPayoutPlayer NetRedMain BetRed/BlackPLN 5,000.00PLN 10,000.00PLN 5,000.00

PLN 5,000.00PLN 10,000.00PLN 5,000.00

We trust this answer meets with your understanding, however if there is anything else we could help you with, do get back to us.

?

Hi michu077,

Thank you for reaching out and providing all the details regarding your issue. I understand your frustration with what happened during your game session.

Based on the information you’ve provided and the response from Unibet, it appears that your bet was not accepted due to a technical issue where no response was received from the casino server. As a result, the system automatically canceled the bet and refunded the amount to your account.

Unfortunately, in cases like these, if the bet was not successfully placed due to a lack of communication between your device and the casino server, there isn't much we can do to alter the outcome. It seems the issue might have been related to an unstable internet connection on your end, which can sometimes cause such interruptions.

I understand this situation can be disappointing, especially when it appears you would have won, but since the funds have been refunded to your balance, the casino has acted according to their procedures and policies.

If you continue to experience similar issues or have further concerns, I recommend checking your internet connection stability or reaching out to Unibet directly for additional assistance.

Please let me know if there’s anything else I can help with.

Dear michu077,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

Best regards,

Petronela

Casino.Guru