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Hello, I played in the live casino there. Have had the problem several times that the bet was not accepted when I made a bet. Shortly before the end of the round, the following always came up: Your bet could not be accepted. Your stake will be credited back to your account. Unfortunately I did not receive any more money.

I have been waiting for an answer for 14 days. I have a screenshot as proof.

Hallo, ich habe dort im live Casino gespielt. Habe mehrmals das Problem gehabt, das die Wette nicht angenommen wurde als ich gewettet hatte. Kurz vor Ende der Runde kam dann immer : ihre Wette konnte nicht angenommen werde. Ihr Einsatz wird ihren Konto wieder gutgeschrieben. Geld habe ich leider nicht mehr erhalten.

Warte jetzt schon seit 14 Tagen auf eine Antwort. Screenshot als Beweis habe ich.

Dear Karsten,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru and advise if this were an isolated case or it has happened in the past?

Do I understand correctly that each time when a bet wasn’t accepted, the funds would be deducted from your casino account but never credited back?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Karsten, for your email. From the forwarded screenshots of your game history, I could identify one bet only (€43,50) which has not been accepted (please see below). All the other logs suggest that a bet has been placed but didn’t win.

Could you please forward your entire game history? If you can’t download it from the website, please request it from the casino. Looking forward to hearing from you.

Additional comments from the player:

"Hello Petronela,

Thank you for your prompt reply.

No, what you sent me was a bet that was not accepted, but no money was withdrawn either. € 43.50 and profit and loss was € 0. No money was debited there. Everything was okay there.

I'll send you two pictures (see attachment) where the problem occurred.

In the first screenshot you can see the time 10:30 a.m. (German time) where the error message is displayed.

In the 2 screenshot you can see the time 9:30 am. You can see that I bet € 156 and the loss was € 156, although the first screenshot shows the error message "Your account balance will be updated soon".

Then I chatted for 14 minutes in the live chat and explained the error to them. You can see that because so much time has passed before the next game I did.

9:30 a.m. and 9:44 a.m.

There have been a few of these incidents

With best regards

Karsten R *** "

Additional comments from the player:

"Hallo Petronela,

danke für die schnelle Antwort. 

Nein, das was Sie mir geschickt haben war eine Wette die nicht angenommen wurde, aber auch kein Geld abgebucht wurde. 43,50€ und Gewinn und Verlust waren 0€. Da wurde kein Geld abgebucht. Da war alles okay. 

Ich schicke Ihnen einmal zwei Bilder (siehe Anhang) wo das Problem aufgetreten ist.

Im ersten Screenshot sieht man die Uhrzeit 10:30 Uhr (Deutsche Zeit) wo die Fehlermeldung angezeigt wird.

Im 2 Screenshot sieht man die Uhrzeit 9:30 Uhr. Man sieht das ich 156€ gewettet habe und der Verlust 156€ war obwohl im ersten Screenshot angezeigt wird bei der Fehlermeldung "ihr Kontostand wird bald aktualisiert".

Danach habe ich dann 14 Minuten gechattet im live Chat und denen den Fehler erklärt. Das sieht man, da so viel Zeit vergangen ist zum nächsten Spiel was ich gemacht habe.

9:30 Uhr und 9:44 Uhr

Von diesen Vorfällen gab es einige

Mit freundlichen Grüßen

Karsten R***"

Additional comments from the player:

"Hello Petronela,

what you sent me was the time how long I played and in the other picture it says € 0 lost in gray.

Gray = if the bet was canceled and no money was debited

Green = the profit but no deposit amount

Red = loss if I haven't won anything

For me it was often red (loss) even though the bet was declined. "

Additional comments from the player:

"Hallo Petronela,

das was Sie mir geschickt haben, war die Zeit wie lange ich gespielt habe und in den anderen Bild steht in grau 0€ verloren.

Grau=wenn Wette abgebrochen wurde und auch kein Geld abgebucht wurde 

Grün=der Gewinn aber ohne Einzahlungsbetrag

Rot= Verlust wenn ich nichts gewonnen habe

Bei mir war es oft rot(Verlust) , obwohl die Wette abgelehnt wurde. "

Thank you very much, Karsten, for your emails and detailed reply. I do apologize for a misunderstanding; I can read the game logs accurately now.

Blue = actual time

Yellow = time played

Red = play log/game ID

Could you please advise if you have requested your game history from the casino? Looking forward to hearing from you. 

I requested a game history. In the live chat, the good woman didn't want to help me. She said I should be patient a little longer. I wrote an email to that. If I get an answer, I'll get in touch.

Ich habe eine Spielhistorie angefordert. Im live Chat wollte die gute Frau mir nicht helfen. Sie sagte, ich solle mich noch bisschen gedulden. Darauf habe ich eine Mail geschrieben. Wenn ich eine Antwort erhalte, melde ich mich.

Please forward your game history to petronela.k@casino.guru as soon as you receive it. Thank you very much in advance.

Hello, I haven't received an answer yet. I'm afraid I won't get any news either. I've been waiting for an email from them since 03/26/21. So for 18 days! I have already tried several times in the live chat to find out how long it will take. They told me that I had to be patient.

Hallo, bis jetzt habe ich noch keine Antwort erhalten. Ich befürchte, das ich auch keine Nachricht erhalte. Ich warte seit dem 26.03.21 auf eine Mail von denen. Also seit 18 Tagen! Ich habe schon mehrfach im live Chat versucht herauszufinden wie lange es noch dauert. Da haben die mir gesagt, das ich noch Geduld haben müsste.

Thank you very much, Karsten, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Karsten.

I am sorry that you had these troubles. 

I checked all the files, and the best would be to invite the casino representative into the case.

Casino representative: Could you please explain what actually happened and why the money was deducted even when the bet wasn't accepted?

Hello,

I can't understand exactly what I should do now?

Did you send a message to the casino representative?

Or should I report to the incident again and explain everything?

With best regards

Karsten Rottmann

Hallo,

ich kann nicht genau nachvollziehen was ich jetzt machen soll?

Haben Sie am Casino - Vertreter eine Nachricht geschickt?

Oder soll ich mich zum Vorfall noch einmal melden und alles erklären?

Mit freundlichen Grüßen

Karsten Rottmann

Karsten: The casino representative receives the message automatically. You need only to wait until the representative responds.

Dear Casino Guru representatives and Karsten,

Thank you for sharing your feedback.

We would like to learn more about the case, hence we'll be able to provide an official statement within 1 business day.

Thank you in advance.

Warmest Regards,

The SELECT.BET Casino Team

Hello, has something new arrived?

Hallo, ist schon etwas neues angekommen?

Dear CasinoGuru representatives,

We are still investigating the player's case and we are waiting for an official statement from the casino game provider. Once we have more information, we'll update this thread immediately.

Warmest Regards,

The SelectBet Team

We are extending the timer by 7 days. Please update the complaint when you get the info from the game provider.

Dear casino representatives.

We gave you 14 days. Did you receive information from the game provider?

Please answer as soon as possible.

Karsten, in a worst-case scenario (casino fails to respond), I will help you submit a complaint to their licensing authority.

Dear CasinoGuru Representatives,

Thank you for your update.

We haven't received any update from the game provider yet. Once we do, we'll make sure to update the thread.

Thank you for your understanding in advance.

Kind Regards,

SELECT.Bet Casino Team

Thanks for the update. We will wait a bit more then.

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’.

The casino can reopen this complaint anytime. (when they collect all the info)

Hi CasinoGuru representatives,

Once again, apologize for the late reply.

As of today, we are still waiting for an update from the casino provider. They are informed and our Casino Team is seeking updates. As soon as we have an official one, we'll make sure to update you first.

Thank you for the understanding.

Kind Regards,

The SelectBet Casino Team

Unfortunatelly, in this case, the progress is very slow.

We decided to close this case with status: uncertain case

Select.bet casino representative, please reopen the case when you get the report from the casino provider or contact me. (matej@casino.guru)

Karsten, I am very sorry that it taking so long. It is unclear what happened without the report from the casino provider.

However, till the casino get this report, your complaint will be published and negatively impact the casino rating.