5plusbet Casino - Igrač je doživio određeni tehnički propust.

Hello, I'm played on slots on 5plusbet casino. My ID*********. I'm played on Beach Party slot with 0.80 usd bet. I put 0.80 dollars on autospins and after a certain number of spins it was written that there was not enough money for the bet, but this was impossible, because the balance was about 330 dollars. Three rates for $ 100 appeared in the history of bets, which I definitely didn’t do, and even if I wanted to do it, I couldn’t. because the maximum bet in this slot (Beach Party) is $ 20. Here are screenshots and screen recordings. Please help me with this question

Dear Tsymb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm this was the first time that something like this happened? From the screenshots you attached to your complaint I can see that you have already contacted the casino’s support. Did they give you any explanation of this situation, please? I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Yes, this is the first time. Nowhere and never has this happened. first, the support replied that they would solve the problem within 12 hours. as you understand, they haven’t decided. Now they repeat the same thing for 19 days that they are waiting for a response from the provider. 19 days have passed! I wrote even to the provider, the provider replied: 

"Hello, Thank you for your patience. In this instance you will need to raise this question with the Casino where you played the game. As this is not an issue with the game itself, it would be something that the Casino would need to help you with."

5plusbet casino does not help. I turned to you for a start.

Thank you very much Tsymb for your reply. I will now transfer your complaint to my colleague Jozef 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 Tsymb.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Dear Tsymb,

We wrote to provider about this issue and we still wait answer, when we get the answer we will provide information. Sorry for the inconvenience.

I remind, 26 days have passed. I deposited my money and, due to an obvious casino error, I was not provided with a service. 26 days!

I myself contacted wazdan and you saw their answer above, in short, then: sort out the casino, this is not our mistake.

Why did I have to risk my money and because of an error from the casino wait 26 days. Return the money won, and then figure it out - this should not be my problem.

Dear Tsymb,

The casino cannot change the amount of the bet in the player’s slot, since the games are provided by game providers, so we are waiting for a response from the game provider, we hope to receive it in the very near future.

Hello there,

Dear Tsymb.

I must confirm that the casino cannot affect the games from official game provider.

Dear 5+bet casino.

Please let us know if there is any new info about the case. We are extending the timer by 10 days.

Dear Tsymb,

We received a response from the provider:

"ID 222045735 finished the last round with a bet of 0.80 US dollars on 2020-05-06 21:25:26 then in 2020-05-06 21:25:28 (after 2 seconds) the first round began with a bet of 100 USD - round ID 0006-14374875-182, which ended on 2020-05-06 21:25:29 then on 2020-05-06 21:25:40 (11 seconds later) the second round began with a bet of $ 100 - round ID 0006-14374875-183, which ended on 2020-05-06 21:25:41 then on 2020-05-06 21:25:43 (after 2 seconds) the third round began with a bet of $ 100 - round ID 0006 -14374875-184, which ended on 2020-05-06 21:25:43 and the player left the game on 2020-05-06 21:25:55."

Also the maximum bet in this slot is $ 100, watch the video here:

https://drive.google.com/file/d/1sU73kpJt30C0ULijI_iENb4EEmYaE6QX/view?usp=sharing

All bets were made by the player and there were no errors.

Dear Tsymb.

Unfortunately, we are forced to reject this case since we believe the casino behaviour was justified. We really appreciate that they provided us with the statement from the game provider where you can see the times of your bets. 

However, if you believe the official game provider (Wazdan) has somehow altered the game then we recommend you to contact them about their complaint procedure or directly their licensing authority. 

Please, let me know if you have any questions or require further assistance (jozef.k@casino.guru).

Best regards, Jozef

Casino.Guru