The player from Ukraine has experienced a technical problem while playing a specific slot machine. After a closer examination, we ended up rejecting this complaint as unjustified.
Vbet Casino UA - Player has experienced a technical glitch while playing.
Amount: 1,000,000 ₴
Vbet Casino UA
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.3
Vbet Casino UA has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I have been a player of this casino since 2021, I have made deposits of more than € 30,000. Recently, on May 4, 2022, I received a jackpot with a guaranteed win in this casino, but due to technical problems on the site, I was not able to play it and withdraw funds. At the same time, I recorded this error in the form of screenshots and turned to the site support service. Already 4 days have passed my problem is not solved, the funds are not credited to the account and the casino administration once again answers that this issue is still being processed. At the same time, one of the maximum jackpots was taken by another client (or the casino administration itself), so I come to the conclusion that the casino administration does everything so that the jackpot could not be won, or only the minimum amount. I will be happy to provide you with screenshots confirming my rightness and fraud on the part of this online casino.
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2 years ago
Dear Shchegol,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward any relevant communication to petronela.k@casino.guru? Do I understand correctly that you haven't been able to access the game at all and the disputed amount is potential winnings only?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Looking forward to hearing from you. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
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That's right, I couldn't even play the jackpot. I'm adding a screenshot to which one. I also add correspondence with the casino manager in which he indicates that the administration is still dealing with this problem.
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2 years ago
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Additional comments from the player:
"Good afternoon, I describe the situation. On May 5, 2022, I played a slot from the EGT provider at the rate of 2.50 hryvnias, and caught the internal jackpot of Vbet with a guaranteed win, with a qualifying bet of 0.96 kopecks. This is my first jackpot on this site, it consists of 4 possible winnings: Mini, small, big and mega. That is, the client who guesses the jackpot and gets it. Every day I ask again and the administration has only one answer: "specialists are still working on your question." As far as I understand, they simply do not want to pay me any money because of this and such answers come instead of specific actions. the jackpot fell, the big one was 1,200,000, the small one was 65,000 and the mini one was 15,000. For comparison, I'm sending you screenshots stating that the jackpot amounts have changed significantly in a bad way for me and. The big one is already 800,000, the small one is 12,000 and the mini one is 7,000 hryvnias. That is, even if they give me the opportunity to play the jackpot, the amount of winnings will be much less than if I played it on time. "
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2 years ago
Thank you, Shchegol, for your reply and forwarded screenshots. Do I understand correctly that you have lost access to the game after gaining access to Jackpot options? That the game was available for you prior to this incident, but since progressing to another level, you were not able to access it anymore?
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2 years ago
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Not really, I continued to play the slot, then after about 5 minutes I went to the jackpot page to play it because it was stated that the jackpot will be valid for about 19 minutes, and after I went to the jackpot page I had a light " error on the server ", I cleared the cache data, logged in from another browser, logged in to the game, but it did not appear, then I turned to customer support for the site, and you know the rest of the story. And for 6 days now Vbet has not given me the opportunity to get a jackpot, motivating my answer by the fact that the technician understands this issue. Although it seems to me that it takes a maximum of 5 minutes to resolve this issue.
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2 years ago
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Additional comments from the player:
"Hello, today I received a message from the manager of Vbet Casino that it turns out I did not win the jackpot. I consider this company a fraud that simply does not want to pay me the winnings!"
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2 years ago
Could you please forward this message to petronela.k@casino.guru? Meanwhile, please understand that technical issues may occur in online casinos and it will be very difficult to confront any gambling establishment and demand your potential winnings. Thank you in advance for your understanding.
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2 years ago
Thank you very much, Shchegol, for the forwarded message. I understand your frustration but please bear in mind that casino can void any winnings due to a malfunctioning of the website. In your case, we would be trying for potential winnings that have never been honored in the first place.
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.
