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over the past two weeks I have been talking back and forth with support regarding a major issue with a game. I got acknowledged from support that there was an issue and they were trying to fix the issue.

Per their terms of service that they will only allow 100 compensation from game errors. which are significantly less than my losses. however when talking to support they acknowledge that the error was fixed, but they will not compensate my loss.. I feel this is extremely unfair. because they acknowledged this was a problem. I have all chat logs with support and video and picture of the error

Dear Gaddzooks,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you've encountered. To help clarify your situation, could you please specify the game where you experienced technical issues? When did you first notice the technical error, and did you stop playing immediately after discovering it?

Kindly forward the chat logs, videos, or any other supporting evidence that could assist in our investigation to veronika.l@casino.guru.

We hope to help you resolve this issue as quickly as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

house game : twist

noticed error. September 29th 2024

I didn't noticed until the end of session. I was told there was no error. so over the course of 2 weeks I continued playing I noticed over and over again. they only admit to the error 5 days ago when they created a ticket #7409360

this is also after the fact I noticed and complained about them manipulating my bet to match my balance.

I will forward all logs and info I have

message blocked when sending videos due to file size i will try to reduce and send again

I wanted to add that zero compensation was received for this error.

I have not received any emails from you so far. Please forward me the communication between you and the casino regarding the error at veronika.l@casino.guru. If there is a way for you to upload the video on a cloud server, feel free to do so. Thank you for your patience and cooperation.

ok

Thank you for sharing the chat logs and emails. In the chat transcript from October 17th, the casino mentioned that the error had been fixed. Could you please clarify if you received any information about the outcome of the games affected by the error? Was your balance impacted by these games?

I also received the Canva link, but the video is only 5 seconds long, and unfortunately, I couldn't find any information that would assist us in the investigation. Could you kindly upload a higher-quality version of the video? Additionally, it would be very helpful if you could request your gaming history in Excel format from the casino, specifically showing the errors you encountered in the last few weeks while playing this game.

Please understand that without solid supporting evidence, we are unable to contact the casino and request their assistance in resolving your case. Thank you for your understanding.

I sent videos of the error did you receive

Thank you for providing the videos. Unfortunately, I could only view the first one, as the other two require special access permissions.

In the first video, I noticed that you attempted to place bets of 0.000024 BTC, but the casino system kept deducting only 0.000006 BTC from your balance, resulting in lower bet amounts than you intended.

To clarify, have you checked with the casino's customer support if this discrepancy might be due to a maximum bet limit imposed by the game? Some games automatically adjust bets to comply with preset limits, and it's possible this might be the case here.

to clarify an issue that has arisen regarding a recent error in the betting platform. I have already sent you several chat logs of my conversation with the support staff, which clearly indicate that the issue was not related to betting limits, but rather an error within their platform.

As you can see from the video I provided, the error was evident, and the chat logs with support confirm that the error was acknowledged and subsequently fixed.

In light of this, I have requested spreadsheet documentation of all my bets from the week the error occurred, but my request was denied due to the "data being unavailable."

I find this situation quite concerning, as the error persisted for over a week, causing significant losses on my part. According to the terms and conditions outlined in their service agreement, the maximum refund allowed for game errors is €100, which is considerably lower than the amount I wagered and lost during that period.

I believe that my request is reasonable and straightforward. I am not seeking any additional compensation, but simply requesting that the company rectify the situation in accordance with their own terms of service.

I appreciate your attention to this matter and look forward to a favorable resolution.

The error you encountered seems to be related to the amounts of the bets you placed, as smaller amounts were deducted from your balance than you intended. To investigate further, we need to clarify whether any of these bets resulted in winnings or if you lost all the bets you placed.

Could you please resend the three videos and adjust the settings to allow access to anyone with the links? This way, I won’t need special permissions to view them. Thank you for your cooperation!

Dear Gaddzooks,

I understand that technical issues can be frustrating, and we have reviewed the information you provided.

However, it’s important to note that when discrepancies in bet amounts or display values occur, players are expected to discontinue gameplay immediately and contact support for assistance. By continuing to place bets under these conditions, you accepted the terms of play despite the discrepancies in displayed values.

Based on the records, your gameplay resulted in both wins and losses, which were proportional to the amounts shown and deducted. This effectively extended your playtime, as you wagered lower amounts than intended, but ultimately, each bet was accepted and concluded with an outcome.

Unfortunately, we are unable to determine the exact results or potential winnings if the system had functioned differently, nor can we request compensation for hypothetical scenarios. Since each of your bets reached a conclusive outcome, there is no basis for us to assist further in this matter.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika