Hej,
Jeg spillede Monopoly Live-hjulspillet hos Goldenbet og stødte på noget, jeg ikke har oplevet før på noget kasino. Jeg placerede en indsats på £200 på segment '2' og nogle mindre indsatser på £25 hver på henholdsvis 10, 2 Rolls og 4 Rolls segmenter ('ruller' er bonusspil, hvis du ikke er bekendt med dette særlige spil), i alt £ 275.
Mine væddemål blev afvist, efter at det vindende segment blev landet og annonceret af værten. Hjulet landede på '2', og jeg ville have vundet £600, men i stedet blev mine indsatser lige returneret.
Jeg sendte besked til Evolution Gaming via 'Live Support'-funktionen i spillet næste dag og har skærmbilleder af denne samtale. Den person, jeg talte med, sagde, at der var 'tekniske uregelmæssigheder' med spillet og gav mig et referencenummer til deres undersøgelse. Jeg har fulgt op med dem igen i dag, og de sagde, at deres undersøgelse er nu lukket, og at mit casino skulle kontakte mig om dette.
Jeg har kontaktet Goldenbet flere gange, siden dette skete via deres live chat-funktion på deres hjemmeside, og de blev ved med at fortælle mig, at nogen ville kontakte mig. Jeg kontaktede igen i dag, og de har løjet for mig i en e-mail ved at sige, at der ikke var nogen tekniske problemer med spillet på trods af, at Evolution Gaming bekræftede, at der var det. De citerede ikke engang Evolution Gamings referencenummer. Jeg har sendt en e-mail til Goldenbet om, at de er usandfærdige og bedt om at sende mig Evolution Gamings svar, men de har ikke svaret, og det føles som om de bare er uærlige, fordi de ikke ønsker at refundere mig. Jeg har googlet tilfælde af lignende situationer, og typisk når Evolution Gaming ved at analysere deres systemlogfiler erkender, at der har været en teknisk fejl, refunderes spilleren af casinoet for det beløb, de skulle have vundet. Det er derfor, jeg anmoder om £400, da dette er forskellen mellem gevinsten og indsatsen, der blev returneret til mig (£600-£200).
Jeg ville sætte pris på din hjælp med dette, da dette casino er uden licens og måske tror, de er fritaget for at fortælle sandheden og handle etisk. Jeg har skærmbilleder og transskriptioner, hvis du har brug for disse.
Hi,
I was playing the Monopoly Live wheel game at Goldenbet and encountered something I haven't had happen before at any casino. I placed a bet of £200 on segment '2' and some smaller bets of £25 each on 10, 2 Rolls and 4 Rolls segments respectively ('rolls' are bonus games if you're unfamiliar with this particular game), totalling £275.
My bets were rejected after the winning segment was landed and announced by the host. The wheel landed on '2' and I would've won £600 but instead my stakes were just returned.
I messaged Evolution Gaming via the in-game 'Live Support' function the next day and have screenshots of this conversation. The person I spoke to said there were 'technical irregularities' with the game and gave me a reference number for their investigation. I have followed up with them again today and they said their investigation is now closed and my casino should contact me about this.
I have reached out to Goldenbet multiple times since this happened via their live chat function on their website and they kept telling me someone would contact me. I reached out again today and they have lied to me in an email by saying there were no technical issues with the game despite Evolution Gaming confirming that there were. They did not even quote Evolution Gaming's reference number. I have emailed Goldenbet stating they are being untruthful and requested they forward me Evolution Gaming's response but they have not replied and it feels like they are just being dishonest because they don't want to refund me. I have Googled instances of similar situations and typically when Evolution Gaming acknowledge, from analysing their system logs, that there has been a technical error the player is refunded by the casino for the amount they should have won. This is why I am requesting £400 as this is the difference between the winnings and bet that was returned to me (£600-£200).
I would appreciate your assistance with this as this casino are unlicensed and perhaps think they are exempt from telling the truth and acting ethically. I have screenshots and transcripts should you require these.
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