Winchile Casino - Player is dissatisfied with the casino's RTP.

WinChile claim

I have been playing at this casino for years, the times I bet was what they have on their page 92% 96% return I always had my winnings the last time I bet July 17, 2023 plus $18,000,000 the game I always played did not give me any profits I tell you in the claim I sent you, I just want my return, check my plays, I always got the return, the game did not give, I ask that you deposit my devotion!!!! I will continue to file my claim until I get what I am entitled to back.

This email sent support and information on the WinChile page, as always, they do not want to acknowledge that I did not have a return, it was a very large amount, I just want my return, thank you, I hope you will help me respond!!

They say they are a serious casino and they deposit what is mine, they sent me the report to review it, the winnings were always small, not big, they never gave me the winnings with the previous games, I have everything recorded!!

Good afternoon, I need to communicate with a boss in charge of reviewing the games, I am MC, my last win was July 11, 2023, it is in my records. Afterwards, I bet a lot, I never had a return, as it says on their privacy policy page where they explain that one has a 92% return. 96% I was betting I spent everything I had won I started with approximately $11,600,000 and then I bet more approximately $18,000,000 I need you to review my games always play at Rudy play dragon Ladies

Dear Marcepaz, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, 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 at veronika.l@casino.guru if there is anything else I can do for you regarding your complaint.

Best regards, 

Veronika

Dear Marcepaz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've reopened this complaint at the request of Marcepaz. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Dear Marcepaz, return to player (RTP) ratio, also called payout ratio is a number that describes what percentage of each bet is statistically returned to a player from each bet (it is not saying what percentage of deposits the player will get back as some people may think). So if someone wagers 1000$ on a game with 90% RTP his expected return is 900. There are some facts about RTP that we would like to highlight.

First of all, this expected return is just a mathematical average. In short, anyone can get very lucky (or unlucky) and get a much bigger (or lesser) return than his expectation. However, if you play for a long time, your real return will be close to the expected return. In mathematics, this is called the law of big numbers. Many people wrongly believe that this means that if someone was very unlucky during some time period he should get very lucky over the next period. Or that if the red number won on roulette ten times in a row, there is a bigger chance that the black one will win next. This is called Gambler's fallacy and it's not true.

Past results do not influence future results. The law of big numbers says that if you get very unlucky in the past you can expect to get average results in the future (you would have the same expectation if you get good or average luck in the past - what happened in the past just doesn't matter in the present). And this average result will give you closer to the average result overall. For example, if red won on roulette 8 times of 10 in the first ten spins and then 5 times of 10 in the next ten spins, it's overall 13 times out of 20 which is much closer to theoretical expectation than 80% wins for red from first ten spins.

If you want to learn more about RTP we recommend you watch our videos about this topic:

https://www.youtube.com/watch?v=s0rVhAZL1-E

https://www.youtube.com/watch?v=s9fzMDzadtA

Still, if you believe that you are entitled to any refund, please forward your entire game history in Excel format to veronika.l@casino.guru. You may request your entire gaming history directly from the casino. Thank you in advance.

Good morning Veronica, you have not yet responded to my last email and it is under observation. My response is private because I still have no response.

greetings

Mac

Hello Veronica, good thing because they made what I answered private!! And I still have no response from you, can you explain the delay in your responses, thank you

greetings

Marcela

veronica, why did they make private this that I responded to you that is sensitive for users to read if it is licensed EM group was the one who emotionally attacked me, I am the one affected!! Players need to realize how licenses really work!!!

greetings

Hello Veronica, I want to open the case. Not only did I mention the RTP, there was no return. I am very clear about something that happened in the game. Ruby Play Dragon Software. I also told you about the response of the License. It is unusual that for claiming a license, he responded to me with two things.

casino did not have 96.39% return on its page if it says safe return all screenshots are on its website that is why the case was closed. If it is on your website

2- EM GRUOP License where I made the claim tells me that I have to be seen for gambling addiction, this is the first time I have made a claim!! I need your advice, I'm not going to stay calm with this answer.

Veronica the answer is not only from RTP also what she answered

EM GRUOP license everything was sent to Cindy, she does not find it wrong to advise for a gambling addiction! In what world does my right person live, a council that treats me!!! every player who claims that he is sick at the unusual game, there must be a place to claim this offense!!

Waiting for a response thanks Veronica

greetings

MC

I copy again what they answered me

I copy EM Group's response. I find this very serious in my country, attacking a player client is serious.

On Thu, Oct 5, 2023 at 16:04, Complaints (< complaints@emoore.com >) wrote:

Dear Marcela,

We have reviewed the matter and see no mention of guaranteed payouts of 92-96%. I think you are referring to the RTP percentage of the slots. There is no mention of this in the T&C as there has been no breach by the operator.

In this case we cannot help further.

We recommend that you seek help if you have any gambling problems or addictions.

Sincerely,

EM Group Claims Department

Sincerely,

he-EMGroup.com

Greetings

Dear Marcepaz,

as I mentioned in my previous commentary, if you believe that you are entitled to any refund due to a low RTP, please forward your entire game history in Excel format to veronika.l@casino.guru. You may request your entire gaming history directly from the casino.

Dear Marcepaz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.