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I was playing lightning roulette on 03-01-2022

And i had a total bet of €500 from wich i had €35 on number 1 after the bets were closed and the ball started moving... Suddenly all my bets disappeard. And the ball did go in number 1 with 100x lightning

I also have multiple screenshots of the same problem at more than one moment. I should have get €3500 but instead i got nothing i called them i did chat with them everyday for almost 2 weeks and some day middle of the night i asked again if they had found out wat the problem was and they just simply said that i had no rights on what i could win...? I also have screenshots of those conversations.

I did not know what to do so i started to complain and write bad reviews about betcity because this is not normal.

Excuse me for my bad english..

Dear Serkan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident. Do I understand correctly that your bets have never been accepted and returned back to your balance?

Meanwhile, 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.

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.

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

Best regards,

Petronela

Thank you very much, Serkan, for your email. I fully understand your point of view. Placing all the bets on time and then having them rejected must be frustrating. Unfortunately, in the world of online betting, this might occur due to bad Internet connection or technical errors. I’m sure you have checked already our article "How slot machines are programmed".

As I mentioned earlier, since the bets have been rejected before being accepted (not placed – won – cancelled) there is not much we can do for you. Please understand that no gambling establishment would pay potential winnings if the bets were rejected.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Dear Serkan,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.