LeoVegas Casino ES - Hráč narazil na technickou závadu.

The casino was giving a lot of problems that morning, in my case I had to open two incidents, one was returned to me (acknowledging that there were technical failures) and another for a larger amount they said no because the amount of the bet was returned to me. I have proof that the bet entered and later they canceled it supposedly due to a failure on my server. Curiously, the number was repeated, I won it the first time (360 euros), I kept the bet and "I suffered the cancellation" and the following number also entered without problems. But it is also that they are so clumsy that they have sent me an email with all the data of the play, so if they have that information it is because the bet was made effective and it was not a server failure. The fact is that they consider that they do not have to pay me the money because at the time it was canceled they returned the amount of the bet, which is a full-blown scam. If I could choose to cancel the bets when I see that I don't win anything... well, another rooster would crow. The same with the winnings of the players. If every time they are losing money they allege a failure of your server or they kick you out of the table... Well, it should be a crime.

I provide here the evidence of everything I am telling you:

Mail from LeoVegas:

Hello Elle,

Thank you for contacting leovegas!

Please note that we have received a report from our game provider regarding an issue that was reported directly in a Live Roulette game on 2023-03-08 11:42:57 UTC where the player had reported that the bet placed was rejected when it should have been a win. After investigating the information from the game server logs, the player had attempted to place his bets totaling 30.00 EUR for the game of roulette on March 8, 2023 11:42:57 UTC, without However, they were rejected due to the slow response. was received from your casino's server side in the withdrawal call sent by our system.

In addition, our system initiated the cancellation of the bet and the funds from the failed place bet attempt were refunded to your account.

You can find the game details below:

Game ID:174a6eed67ff79d6b2fea4b2 Game Time Stamp UTC:2023-03-08 at 11:42:57 UTCTransaction ID :678168103155506533Table:Live RouletteGame Result:31 BLACKBet Amount:EUR 30.00Successfully Refunded At:3023-14-t 33 UTC

game details

BetrequestedpayoutPlayer Netsquare Bet: 14, 15, 17, and 18eur 5.00eur 0.00eur -5.00Split Bet: 5 and 6eur 5.00eur 0.00eur -5.0031 Blackeur 5.00eur 180.00eur 175.00Split Bet: 31 and 34eur 5.00eur 90.00eur 85.00Split Bet: Bet: 28 and 31EUR 5.00EUR 90.00EUR 85.0013 BlackEUR 5.00EUR 0.00EUR -5.00 EUR 30.00EUR 360.00EUR 330.00

Potential net profit: 330.00 EUR

If you need assistance with something else, in our help center you can find all the answers to your possible questions. If not, you can also contact us via email or chat . We will be happy to help you.

I hope you can help me.

El casino estaba dando muchos problemas esa mañana, en mi caso tuve que abrir dos incidencias, una me la han devuelto (reconociendo que había fallos técnicos) y otra de más importe dicen que no porque se me devolvi´ó el importe de la apuesta. Tengo pruebas de que la apuesta entró y posteriormente la cancelaron ellos supuestamente por un fallo en mi servidor. Curiosamente el número fue repetido, lo gané la primera vez (360 euros), mantuve la apuesta y "sufrí la cancelaci´ón" y el número siguiente también entró sin problemas. Pero es que además son tan torpes que me han mandado un mail con todos los datos de la jugada, por lo que si tienen esa información es porque la apuesta se hizo efectiva y no fue un fallo en el servidor. El caso es que consideran que no me tienen que ingresar el dinero porque en el momento que se canceló me devolvieron el importe de la apuesta, lo cual es una estafa en toda regla. Si yo pudiera elegir cancelar las apuestas cuando veo que no gano nada... pues otro gallo cantaría. Lo mismo ellos con las ganancias de los jugadores. Si cada vez que están perdiendo dinero alegan un fallo de tu servidor o te echan de la mesa... Pues debería ser un delito.

Aporto aquí las pruebas de todo lo que os estoy contando:

Mail de LeoVegas:

Hola Ele,

Gracias por contactar leovegas!

Tenga en cuenta que hemos recibido un informe de nuestro proveedor de juegos con respecto a un problema que se informó directamente en un juego de Ruleta en Vivo el 2023-03-08 a las 11:42:57 UTC donde el jugador había informado que la apuesta realizada fue rechazado cuando debería haber sido una victoria. Después de investigar la información de los registros del servidor del juego, el jugador había intentado hacer sus apuestas por un monto total de 30,00 EUR para el juego de ruleta el 8 de marzo de 2023 a las 11:42:57 UTC, sin embargo, fueron rechazadas debido a la lentitud de la respuesta. fue recibido del lado del servidor de su casino en la llamada de retiro enviada por nuestro sistema.

Además, nuestro sistema inició la cancelación de la apuesta y los fondos por el intento fallido de apuesta de lugar se reembolsaron a tu cuenta.

Puede encontrar los detalles del juego a continuación:

Game ID:174a6eed67ff79d6b2fea4b2  Game Time Stamp UTC:2023-03-08 at 11:42:57 UTCTransaction ID :678168103155506533Table:Ruleta en VivoGame Result:31 BLACKBet Amount:EUR 30.00Successfully Refunded At:2023-03-08 at 11:43:33 UTC 

Detalles del juego

BetRequestedPayoutPlayer NetSquare Bet: 14, 15, 17, and 18EUR 5.00EUR 0.00EUR -5.00Split Bet: 5 and 6EUR 5.00EUR 0.00EUR -5.0031 BlackEUR 5.00EUR 180.00EUR 175.00Split Bet: 31 and 34EUR 5.00EUR 90.00EUR 85.00Split Bet: 28 and 31EUR 5.00EUR 90.00EUR 85.0013 BlackEUR 5.00EUR 0.00EUR -5.00 EUR 30.00EUR 360.00EUR 330.00

Ganancia neta potencial: 330.00 EUR

Si necesitas asistencia con algo más, en nuestro centro de ayuda puedes encontrar todas las respuestas a tus posibles preguntas. Si no, también puedes ponerte en contacto con nosotros a través de correo electrónico o  chat. Estaremos encantados de ayudarte.

Espero que podáis ayudarme.

Dear VIAR,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the LeoVegas casino’s terms and conditions and I found this: https://www.leovegas.es/es-es/condiciones

"15.13. Communication errors may occur occasionally. Bets are confirmed only when received by LeoVegas servers in Malta. In case there is an error in the communication after you have offered a bet and it has been received on the LeoVegas servers, it will still be considered valid. You will be informed that the bet has been accepted once the communication is recovered, at which time the bet may have already been used. You will receive information about the result of the bet placed. If the bet offer is not received on the LeoVegas servers, it will have no effect and the amount wagered will not have been withdrawn from your Gaming Account."

Do I understand correctly from the incident report your bet of 30€ was refunded?

Also, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Thanks in advance for your reply.

Best regards,

Tomas

Therefore, according to their own terms, they did receive the bet since they have all the information of the bet, which shows that the bet entered their server. Yes according to them:

In case there is an error in the communication after you have offered a bet and it has been received on the LeoVegas servers, it will still be considered valid.

They should have considered the bet valid and not just refund the amount of it, but the full prize.

Greetings and thank you

Por lo tanto, según sus propios términos, sí recibieron la apuesta ya que tienen toda la información de la misma, lo que demuestra que la apuesta entró en su servidor. Si según ellos:

En caso de que haya un error en la comunicación después de que haya ofrecido una apuesta y se haya recibido en los servidores de LeoVegas, seguirá siendo considerada válida.

Deberían haberme considerado válida la apuesta y no devolverme simplemente el importe de la misma, si no el premio íntegro.

Un saludo y gracias

Dear VIAR,

Please note according to the casino's terms the other condition is to receive the bet on time. Since there was a delay due to an unknown technical reason, the casino couldn't consider the bet as received.

Please let me know if I overlooked any information, otherwise, we would consider the actions of the casino as justified. I'll await your reply.

Dear VIAR,

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.