The player from Italy had deposited $160 twice, each time accepting a 300% deposit bonus and playing Betsoft slots that accumulate bonus symbols. After accumulating several near-complete bonus combinations, the player was logged out, and upon logging back in, all bonus progress had been reset. Despite reporting the issue and seeing no anomalies in gameplay, the player believed the casino had reset the progress in bad faith and requested a refund of the deposits. After investigating, we found that the casino had implemented a safety feature to prevent bonus abuse, which resets progress when playing with a bonus. The casino offered to refund the deposits, and after some communication issues, the player received a full refund.
VipSlots Casino - Player’s accumulated bonuses were reset by the casino.
Amount: €320
VipSlots Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
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Hello, I have a problem with this casino. It's difficult to explain everything that happened, so I'll try to be as specific as possible to help you understand what they did. Let's start from the beginning. I deposited $160 in Litecoin and accepted a 300% deposit bonus. After that, I played the entire balance on the Spinfinity slot by Betsoft. This slot allows the accumulation of certain symbols, and once you accumulate 10 symbols, it triggers the free spins. This is true for every bet used, meaning if the bet changes, the "bonus bar" from the previous accumulation remains saved. Based on this, I had accumulated 9 out of 10 symbols for bets of 1€, 1.5€, 2€, and finally 2.5€. In other words, I had four free spins bonuses ready to trigger as soon as I found the last symbol. Essentially, I had pending bonuses left intentionally to trigger later. After finishing my bonus balance, I made another deposit of $160 and again took advantage of the 300% bonus, giving me a total bonus balance of approximately $640. This time, I was playing the Dr. Jekyll and Mr. Hyde slot, which has the same mechanic as the previously mentioned slot. To start the free spins, you need to accumulate 10 symbols, and each bet choice has its own bonus bar independent of the others. So, I accumulated several bonuses in the same way—9 out of 10 symbols. Then came the deceit. Suddenly, I was logged out of the casino. This isn’t unusual; some casinos automatically log you out after a certain period. But when I logged back in, all the bonus bars I had accumulated were EMPTY—it had all reset, both on the Spinfinity slot and the Dr. Jekyll and Mr. Hyde slot. They literally robbed me. I've been using this accumulation system for years. The goal is simple: I like to fill all these bonuses first and then unlock them one by one consecutively by finding the last symbol for each bet and starting the free spins. I still have a bonus balance of $437 in the casino, but I haven't touched anything since and immediately reported this to you. I use this system with these slots because it gives me a 20% chance of meeting the casino's Wagering requirement, and it is entirely legal and adheres to the casino's rules. Considering I've been doing this for years and never once encountered such an issue, having all my progress reset while playing is shocking. This issue isn't due to the provider Betsoft because the progress always remains saved and is never reset, not even if you return to play after a week. The casino reset all accumulated symbols in bad faith. I tried to speak about this in a live chat, but I believe the operator didn't even understand what I was saying. She just told me she checked everything and found no anomalies in my gameplay, but there clearly are! I am in complete shock. After years and hundreds, if not thousands, of plays using this system, something like this has never happened. And I'm not even violating the casino rules, because free spins are part of the slot. To be safe, I also checked the terms and conditions and asked in a live chat if the bonus could be used on these Betsoft slots, and they said yes, that I could play without issues. And then they reset all the progress I had accumulated on the bonus bars? Please, do something. I never want to play at this casino again. At this point, I want my two $160 deposits back. Thank you, and I hope you can do something about this.
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4 months ago
Dear investorlub,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with this casino.
To help us better understand and address your situation, could you please provide us with the following additional details?
- Can you share the exact dates and times of your deposits and the accumulation of symbols on the Spinfinity and Dr. Jekyll and Mr. Hyde slots?
- Could you provide screenshots or any other documentation showing your accumulated symbols and any communication you’ve had with the casino’s support team regarding this issue?
- When you contacted the casino's live chat support, did they provide any specific reasons for why your accumulated symbols might have been reset?
- Could you confirm if the terms and conditions you reviewed specifically mentioned any potential limitations or restrictions regarding the use of bonuses on these Betsoft slots?
If you have any relevant email communications or documents that could help clarify your situation, please forward them 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
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4 months ago
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Hi, thanks for the reply. I have sent you by email all the documents I have available. Unfortunately I cannot send you proof of the accumulation of symbols on the slots, how can I prove it to you if I no longer have anything? they reset everything for me... I didn't take screenshots while I was playing, because I never expected this situation. It's a slot I've been using for years and it's never given me this problem, it's the first time it's happened to me. I will also send you a screenshot in which you can read that the slot never eliminates the progress made, not even if you change the bet. While I found myself on both the Spinfinity slot and the Dr. Jekyll and Mr. Hyde slot with all progress reset
Furthermore, as I told you from the terms and conditions it is not forbidden to play with the bonus on these two slots that I played, you can also ask the casino or read their terms and conditions
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4 months ago
Hi investorlub,
- Could you please request and forward your full game history to petronela.k@casino.guru? It would be helpful to receive it as a single comprehensive file rather than multiple screenshots.
Thank you.
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4 months ago
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Hello, unfortunately the Casino did not grant me what you requested. As you can see from the photo they said it's not possible
However, I would also like to write here what I sent via email to petronela, since I have not received a response. I have done a test that may be useful to you, to demonstrate that the casino has a flaw in the system that harms customers. I'll attach two screenshots and give them context. So, to demonstrate what happened to me, I started the Dr.Jekyll & Mr.Hyde slot, I collected a symbol (which you see in the bottom right bar of the first screenshot) the symbol in question is a red potion. Afterwards, I closed the slot, reopened it, and the symbol (potion) I had collected disappeared! Also look at the time at the top right (second screenshot), you will notice that it is later than the previous one. Now, imagine that I had filled with 9 out of 10 symbols, on over ten bets. Because as I was telling you, for each bet you choose to use, this slot has its own bonus progress bar, which does not reset the previous one. So, think of the economic damage I received by seeing me reset more than 10 bonuses that I collected with effort and a lot of money bet... same thing for the Spinfinity slot. For this reason I want a refund of the 320 euros I deposited, even if they don't want to refund me I will fight to the end!
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4 months ago
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There have been some updates, the casino wrote to me via email and below I attach the answers they gave me
In the second screenshot, they replied to my email, in which I told them that I will give them bad publicity, because they don't want to refund me or cancel my capital bonus. Furthermore, I asked him about the conversation they had with Betsoft regarding this implementation, because I don't believe in this thing, and above all I don't believe the words of a casino that is obviously in conflict of interest. But they refused me access to this information (as can be seen from the email).
Also yesterday I played at another casino called Winport, using the same system, first playing on the dr.jekyll and mr slot. hyde and then onto Spinfinity and my progress remained unchanged. This thing that resets the progress on the bonus only happens on their casino. You can do a test yourself, in fact I invite you to do it please.
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4 months ago
Thank you very much, investorlub, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.
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4 months ago
Hello Investorlub,
I completely understand your situation. Many streamers charge game features, save progress for later, and unlock them all in one stream.
I understand that you didn't know that the game provider implemented this new feature, but I believe that the casino didn't know that either.
This new BetSoft safety feature only works when players are playing with a bonus, so real money play is not affected.
I understand that losing progress in games can impact potential winnings, but we are specifically discussing the bonus money and its control by the casino. In this scenario, the responsibility lies with the game provider and is beyond the control of the casino.
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4 months ago
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Hi, sorry but I don't think there has been this implementation, because as I told you I also tried it on another casino called Winport, doing exactly the same things I did on Vipslots, and I didn't have any problems. I deposited and accepted the bonus, I played on both spinfinity and dr. jekyll & mr. hyde, I have accumulated bonuses and my progress has remained intact... how do you explain this?
Have you verified that the betsoft provider has actually implemented this update? because the casino told me yes but didn't want to show me the conversation they had with betsoft. And in light of what I just told you, that is, that after this episode I played in another casino doing the same things and not having any kind of problem, I highly doubt it...
Also, when you say we are "discussing bonus money" I disagree, because the bonus money is tied to the real money I deposited, which in the case of this casino amounts to $320. So I not only lost the bonus money but also the real money attached to it. And that's why I'm here, I would like a refund of the money I deposited, because what I suffered is an incorrect policy that damages the player
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4 months ago
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Hi, I made you a screen recording to show you that only on that mess they delete the progress made. The video was shot at the time I'm sending you this email (I'm still playing) and you can see how I'm playing with the bonus balance and accumulating symbols on both the Dr. Jekyll & Mr. slot. hyde and both on Spinfinity, both from the provider Betsoft. So, both the response that Vipslots casino gave me and the response I received from you on the complaint are invalid.
Here's the proof: https://we.tl/t-GLAaPiYZ0j
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4 months ago
Thank you very much for the video.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
Based on the video that Investorlub sent us, progress in games is archived and not lost even with an active bonus.
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4 months ago
Hi investorlub,
Our Support Agents have already explained to you why the system resets the bonus meter in our BetSoft Games while having an active bonus. While I can understand your frustration, this is a safety feature to prevent bonus abuse. You have all the right to not be fond of this added safety measure, but it doesn't take away from the fact that it prevents abuse. And we will not wave this rule, not anytime soon.
Since you were not aware of this, we can reset your balance to your deposited amount with bonus and you can replay, knowing now how the system operates; OR we can remove the bonuses and simply leave the deposited amount so that rollover is no longer required; OR we can issue a refund in BTC.
Kind regards,
Vip Slots Manager
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4 months ago
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Hi, thanks for the reply. I opt for the refund of the two deposits (320 euros). Please let me know where I should send you the BTC address for the refund. Thank you
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4 months ago
Hi investorlub,
Normally, we would only refund you the second deposit. As you did enjoy the game-play during the first deposit, without any issues. However, in this case we will make an exception and refund you for both deposits.
Please send the BTC address to our support email. You can use the same thread as before, or create a brand new email. Up to you. Please refer to this complaint when sending the BTC address.
Have a wonderful day.
Kind regards,
Vip Slots Manager
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4 months ago
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OK done! I sent you an email right now in the title I wrote "refund Casino Guru"
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4 months ago
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Sorry but are you kidding me? I sent you the email as you requested, and you replied twice that you don't offer a refund... and I replied twice that it concerns the Casino guru case
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4 months ago
Hi investorlub,
Apologies, there seem to have been some miscommunication internally. Rest assure I'm escalating this from my end, the support will be in touch shortly.
Kind regards,
Vip Slots Manager
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4 months ago
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Hi, the casino has acknowledged the error and refunded me my two deposits. You can close the case, thanks
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4 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, investorlub, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
