BetToGoal Casino - Hráč má při hraní technickou závadu.

Won €4 playing poker tournaments, took it to the casino and ended my session with just over €100!! I then decided to pay out €80, which I did via bank transfer. After I had paid out the €80, I continued to play with the remaining €17. Suddenly I had over €100 again during the game without having made any profit. I could only explain this to myself that something went wrong with the payment!! When I wanted to leave the game or slot, an error message appeared several times and when I was back in the menu, I noticed that my balance was suddenly minus 0.9 cents.

Habe durch Poker Turniere 4€ gewonnen, bin damit ins Casino und hatte am Ende meiner session etwas über 100€!! Habe mich dann dazu entschieden 80€ auszuzahlen, dies tat ich über Bank Überweisung. Nachdem ich die 80€ ausgezahlt hatte Spielte ich mit den restlichen knapp 17€ weiter plötzlich hatte ich während des spiels wieder über 100€ ohne einen jeweiligen gewinn verbucht zu haben. Dies konnte ich mir nur damit erklären das irgendwas mit der Auszahlung falsch gelaufen ist!! Als ich dann das Spiel bzw Slot verlassen wollte erschien mehrere Male eine Fehlermeldung und als ich dann wieder im menü war stellte ich fest das mein guthaben plötzlich bei minus- 0,9cent lag.

Dear tq59pybh5p,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino 

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I sent you all the documents and screenshots by mail!!

The current state of affairs I got a refund of €25, the remaining difference remains. On the casino side there are two

various contradictory answers or justifications of the casino!

Habe euch alle Schriftstücke und Screenshots per mail geschickt!!

Aktueller stand der Dinge habe 25€ Zurück erstattet bekommen es bleibt die restliche differenz. Seitens des Casinos gibt es zwei

verschiedene widersprüchliche antworten beziehungsweise begründungen des Casinos!

Thank you very much, tq59pybh5p, for all the screenshots. Do I understand correctly that you accumulated €4 from a poker tournament and continued playing? Have you redeemed any bonuses afterwards?

Yes that's right and no after that I didn't redeem any bonuses either!!

Ja das ist richtig und nein danach habe ich auch keine Boni eingelöst !!

Thank you very much, tq59pybh5p, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello tq59pybh5p.

I am sorry to hear about your troubles.

In this case, I need help from the casino representative.

Dear casino representative, could you please check the logs and tell us what happened?

What about the casino representative? A real shame !!!

Was ist mit dem Casino Vertreter?? Wirklich schade !!!

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej@casino.guru). I am sorry I could not be of more help on this occasion.

It's really a shame that they don't operate their company transparently and communicatively!! Despite the outcome of the situation, I thank you for your effort and hard work!!

If you can help me with the further complaint I would greatly appreciate it.

Wirklich schade, das die ihr Unternehmen nicht transparent und kommunikativ betreiben!! Ich danke euch trotz des Ausgangs der Lage für eure Mühe und die starke Arbeit !!

Wenn ihr mir bei der weiteren Beschwerde behilflich sein könnt, würde ich das sehr begrüßen.

To contact the casino's regulator, you need to write an email to:

complaints@gaminglicences.com

Your email should contain:

1)

Your personal information (Name Surname)

your country of residence

your age

2)

The complaint body must include:

casino name (BetToGoal Casino)

company name: (Tech365 N.V.)

casino URL (https://www.bettogoal.com/)

casino license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened + the sum of the money

3)

Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino + link to this complaint

Please let me know when you submit the complaint.

Dear tq59pybh5p,

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.