Vavada Casino - Player's winning bet has been canceled.

Hello everyone, Sorry for my English. I was furious today with evolution. 

I spent $500 to catch a $25 bonus in Crazy pachinko, I was lucky and caught $25 with x13

They had some problems in the game, and I waited for more than 15 minutes, in the end my bet was canceled and they simply returned me 25 measly bucks

Dear rusyabratiw,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vavada Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Did you pause the game or did the game simply freeze during the hand in question?

Have you received a more detailed explanation of why the game had to be canceled?

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

Hello Veronika, i think it's Evolution's fault here, they just cheated on the money.

Here's what they had to say to me https://imgur.com/a/Oh8wtgb

I am not satisfied with their apologies and regrets, This is a fraud, it should be punished

"Did you pause the game or did the game simply freeze during the hand in question?"

No, as you can see in the full YouTube video, I waited for the bonus for more than 15 minutes before it was canceled

I have more complaints about Evolution than the casino. I think Evolution should be held accountable for its actions!

I have reviewed the video submitted with your complaint and it appears that there were some technical difficulties on the side of the game provider. According to the casino's Terms and Conditions:

22. SOFTWARE BUGS

22.1. When using the services of the Website, certain circumstances may arise in which a bet is accepted and winnings are paid out, but this happens as an error on the part of the Company. Under these circumstances, the Company reserves the right to cancel or limit such bets and winnings.

22.2. The use of funds erroneously deposited into your account for placing bets or for games may result in the cancellation by the Company of such bets and/or of winnings received using these funds. If payments have already been made for winnings from funds received in error, then these funds are considered to have been transferred to you on a trust basis. You must promptly return these funds to the Company upon request.

22.3. The Company, as well as our agents, employees, partners, and suppliers, are not responsible for any loss or damage, or loss of winnings, that occurs due to a mistake on your part or on our part.

22.4. Distributors, licensees of the Company, as well as the Company itself and its subsidiaries and affiliates, including all employees and managers, are not liable for any damages or losses incurred by the user due to misuse of information transmitted over the Internet or caused by interception of such information.

In your case, the bet was returned because the round glitched and was canceled. I am afraid we are unable to help you and we recommend you turn directly to the game provider.

Well, okay, I lost a minimum winnings of $5,000, a maximum of $65,000, they apologized and regretted what happened. I didn't receive any winnings. what can I say, good luck to everyone playing Evolution

I understand your frustration. However, the winnings you are talking about are just theoretical, since the game froze and did not end correctly.

Regrettably, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.