The player from Poland reported a problem with incorrect payouts on double ball roulette, where he was supposed to receive a payout of 1300:1 for betting on number 22 but only received 34:1. He opened tickets to explain the situation but received no satisfactory response from the casino's support team. After reviewing the case, the casino clarified that the player had placed a bet that qualified for a different payout, which was calculated correctly. The complaint was rejected at the player's request, and the player was informed that assistance was available for future issues.
Verde Casino - The player disputes the amount of the win.
Amount: 2,601 zł
Verde Casino
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9.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Hello,
I was playing double ball roulette on 10th of august. I bet 1 zloty on a specific number which was number 22 and both of the two balls landed on number 22.
The payout of two balls on selected number is 1300:1 but I only got 34:1 pay out. this happened to me twice, one on 10th of august and the other one on the next day with the same number.
I opened two tickets on the casino forum explaining my situation however they said the gonna look on it. I got no reponse, thus I contacted them again today, and one of their support team said ''The experts have checked these rounds and according to them they have been calculated correctly and unfortunately we cannot influence the answer.''
I know that the casino is not stupid, and they are trying to scam me. I got the full proof to deserve that payout.
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3 months ago
Dear amirhachicha00,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify how you obtained the information that the payout for number 22 should be 1300:1?
Additionally, could you send me the complete gaming history of your Roulette play on August 10 and 11 in Excel format? You can request this history directly from the casino and then forward it to me at veronika.l@casino.guru.
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
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3 months ago
as in the picture attached below there's a line that says: Two balls on selected number pays 1300 to 1 and please check your email
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3 months ago
Dear amirhachicha00
We (along with Evolution) have checked the round once again.
Please kindly refer to the game rules:
In order to receive 1300:1, you were to place bet onto Two balls on a selected number within the oval-shaped betting area.
You betted on Straight up, which gives the win of 17:1 (so basically you've received 2x 17:1), this area was used:
The bet result is calculated correctly.
Hope this clarifies the matter.
Best regards
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3 months ago
Dear amirhachicha00
Pardon, we did not understand your request. Do you want to lock the account?
Regards
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3 months ago
Dear Verde Casino representative,
Thank you for explaining the problem with the winning amount to the player and for participating in the resolution of this complaint.
Dear amirhachicha00,
we are rejecting this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
