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I was playing a game called Pimped. I won €1525 in free spins on a €10 bet. When I pressed collect the winnings disappeared. I took screenshots and sent them to the casino. They said they have checked and the provider has checked but says nothing happened. My evidence clearly shows something did happen and Betvili are not prepared to compensate me. I believe this to be unfair especially with a valuable player

Dear Lee,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you tried to communicate this issue with the casino? If your account is still accessible, could you please forward your cashier and game histories along with any relevant communication? My email address is petronela.k@casino.guru.

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Additional comments from the player:

"Hi,

I have attached the screenshots you asked for. In the gaming history it does not even show the bonus or stake I made in the game that reflects the screenshots. Betvili just said they are doing nothing about is as issues were not found. I would have at least liked to be compensated as the game screenshots prove something happened. I have been an active valuable customer with Betvili and have deposited over €2000 altogether and not had any withdrawals yet.

Kind Regards

Lee"

Thank you very much, Lee, for forwarding all the relevant screenshots. I know you said that the game history doesn't reflect the bonus and the win, however, could you forward all the available game logs?

Additional comments from the player:

"There is loads of game history, I just did a screenshot of the relevant time it happened to the screenshot.

Thanks"

Have you tried requesting your entire game history from the casino? It should be downloadable into an Excel file. Thank you.

Additional comments from the player:

"Hi,

I request this through live chat and I have attached a screenshot of there response.

Thanks"

Thank you very much, Lee, for your reply. 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 Lee.

I am sorry to hear about your troubles.

There is an explanation about what could happen in your case. If you were disconnected for a short time from the internet during that spin, your game could end differently than on the server.

Check this article: https://casino.guru/how-slot-machines-work-math#how-slots-work

If the connection to the server is interrupted, your game ends with different results than on the server. After reconnection to the server, the money balance is synchronized with the server's money balance.

We need to check the logs to be sure that we are talking about this case - but it is highly probable. (I am sorry)

I would like to invite the casino representative into the case.

Could you please send us Lee's game logs?

Hello,

We made a request to a game provider to send us the logs. The information will be sent as soon as we receive it.

Thank you,

Betvili team

Thanks.

Please, send the logs to my email (matej@casino.guru)

Hello everyone,

I'm copying the response we received from game provider after requesting the game logs.

"Reply for the ticket #196765 was the following:

Please be informed that the provider couldn't locate the player's round from the screenshot as well. There were not discovered any missing paid or unfinished game sessions of the player in the mentioned time stamp.

Please check with the player if there are more details that could be provided, such as the exact timestamp (in UTC time format) if he/she can remember when does it happen, the winning symbols and line etc."

Dear @eatme84lee, we kindly ask you to send us mentioned details, so we can get back to you with more specific response.

Best wishes,

Betvili team

Hi Betvili Rep,

The times are clearly shown in the screenshots, it's not difficult to work out the UTC time if I am playing from the UK. Matej has requested the logs and not a pasted response which is not directly from the provider as it starts with "Please be informed that the provider couldn't locate the player's round from the screenshot as well" the provider would not refer to themselves as a provider. I believe Matej wants to see emails between you and the provider and the game logs.

Thanks

Lee, from the screenshots I am able to identify only the time 1:07.

Could you please tell us all the information that the Betvili team needs?

1:07am was the time the bonus finished, I believe the bonus started at around 1:05am or 1:06am UK time. I cant be expected to remember exactly what lines had hit. I know one of the lines in the bonus that hit was a line of the yellow pimp that looks like snoop dogg which paid €750 on its own. This hit on pay line 4 as far as I remember and then there were other hits which got the bonus winnings to €1525.

Thanks

Dear Lee, this incident happened on which day?

Hi,

That date this happened was 4th March 2021

Dear Betvili team, the incident happened on 4th March 2021, 1:05-1:07 AM, UK time zone. Please check the logs.

Hello,

Thanks for the response.

We will get back to you as soon as the provider replies.

Betvili team,

Hello team,

@Matej, I've forwarded player logs to your e-mail at matej@casino.guru , per your request.

Cheers,

Betvili Team

We didn't find in the evidence the winning combination as Lee showed us on the screenshot. It is possible that his device was disconnected and game end with a different result. Situations like this are handled by rule:

1.40.3 You acknowledge that our random number generator will determine the outcome of the games played through the Platform and you accept the outcomes of all such games. You further agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server used by the Operator, the result that appears on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation

Regarding Lee's claim for the winnings we believe that the casino is right. 

However, Lee pointed out on another facts that I send to you by email. Could you please answer to my email?

Hi @Matej,

We are in the process of discussion.

I will get back to you with the final response.

Thank you,

Betvili Team

After the dialogue with the player and the casino, we decided to close this complaint as "unjustified." (because of the server results)

However, there is still another topic in this case, but we decided to solve this issue privately.