HomeComplaintsWinBet Casino BG - Player complains that he didn’t win anything.

WinBet Casino BG - Player complains that he didn’t win anything.

Amount: 1,500 лв

WinBet Casino BG
Safety Index:High
Submitted: 30 May 2021 | Case closed : 01 Jul 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Bulgaria is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

On 30-31.05.2021 in winbet I was robbed - literally! RTP was 1 percent, the site did not respond to the stopping of the reels, for over 800 spins did not give me bonuses

Automatic translation:
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3 years ago

Dear Стефан,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela


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3 years ago
Translation

I have a video and photos of how with 3 available scatters, my bonus does not open.

Automatic translation:
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3 years ago

Please forward any supporting evidence to petronela.k@casino.guru.

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3 years ago

I'm very sorry but from the forwarded screenshot I'm not able to identify any issue.


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3 years ago

Dear Стефан,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.


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3 years ago

Thank you very much, Стефан, for the forwarded video. Could you please indicate where I should be able to see the winning combination that triggers the bonus?

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3 years ago
Translation

Additional comments from the player:


"The combination was a train / scatter on the 1st, 2nd and 5th riils"


file

Automatic translation:
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3 years ago

I'm sorry, is it visible on the screenshot?

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3 years ago

Dear Стефан,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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