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

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

Amount: 2,000 лв

WinBet Casino BG
Safety Index:High
Submitted: 19 Nov 2021 | Case closed : 06 Dec 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 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.

Public
Public
2 years ago
Translation

For the last few weeks I have deposited over BGN 7,000, and I had several profits, but really the last 8 days are shocking:

The first two days for a deposit of BGN 700, with a bet between BGN 1-2 no scatter game put me in a bonus game, these are over 1000 spins, then I switched to other games but the result is the same, deposit and only below, one the only time I reached the limit of 150 sq.m and with a bet on a spin between 1-2 BGN, but of course I did not withdraw the money because I was already inside 230 BGN for 20 minutes. 3 nights ago I asked for the 5th time to deactivate my account, but they told me that I had to fill out an application and send them an ID card again. I'm sick and I don't have a printer at home. By law, they do not have the right to deny me account deletion and even more so to require an ID card provided that I have verified all documents. By law, the return on the site should be over 85%, but they are hardly over 30-40

Automatic translation:
Public
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2 years ago

Dear Валери,

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.


However, please do not hesitate to contact me if you have proof that requests to block your account have been ignored. You could send any relevant communication along with supporting evidence to petronela.k@casino.guru.

Best regards,

Petronela

Private
Private
2 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Thank you very much, Валери, for your reply. Could you please forward emails that you have sent to casino as well? Did you specify in those requests for how long you wish your account to be closed and clearly state the reason why? 

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2 years ago

Dear Валери,

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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2 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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