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HjemKlagesagerJazz Casino - Spillerens gevinster er blevet konfiskeret.
Jazz Casino - Spillerens gevinster er blevet konfiskeret.
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30.000 $
Jazz Casino
Sikkerhedsindeks:Højt
Sikkerhedsindeks
I henhold til vores evalueringsmetode har vi beregnet casinoets sikkerhedsindeks på baggrund af mere end 20 faktorer, inklusive økonomi, fairness i T&C og spillerklager. Jo højere sikkerhedsindeks, jo større sandsynlighed har du for at kunne få udbetalt dine gevinster uden problemer.
8.4
Jazz Casino har et sikkerhedsindeks på 8,4, og det er derfor et sikkert casino, som vil være egnet for langt de fleste spillere. Se mere om casinoets sikkerhedsindeks
Indsendt:
25.11.2023
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Sag lukket : 05.02.2024
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Oversættelse
The player from the US had won 30K at Jazz Casino playing blackjack, but the casino had frozen the account for a 'routine review'. After a few days, the casino had claimed a glitch had doubled some of their winnings and bets, and reduced their balance to zero, alleging that the player actually owed the casino $1,100. The player had disputed this claim. The Complaints Team had reviewed the evidence provided by both the player and the casino and had concluded that the winnings were invalid due to a technical issue. Despite an initial mistake in the casino's reporting, the correct game logs (supplied by the game provider) supported the casino's explanation. In addition, the regulator had also decided in favour of the casino. Consequently, the complaint had been closed as unjustified.
Spilleren fra USA havde vundet 30.000 på Jazz Casino ved at spille blackjack, men kasinoet havde frosset kontoen for en 'rutinemæssig gennemgang'. Efter et par dage havde kasinoet hævdet, at en fejl havde fordoblet nogle af deres gevinster og indsatser og reduceret deres saldo til nul, idet det hævdede, at spilleren faktisk skyldte kasinoet $1.100. Spilleren havde bestridt dette krav. Klageteamet havde gennemgået beviserne leveret af både spilleren og kasinoet og havde konkluderet, at gevinsterne var ugyldige på grund af et teknisk problem. På trods af en indledende fejl i kasinoets rapportering, understøttede de korrekte spillogfiler (leveret af spiludbyderen) kasinoets forklaring. Derudover havde tilsynsmyndigheden også besluttet til fordel for kasinoet. Som følge heraf var klagen blevet afsluttet som uberettiget.
Jeg har været medlem af Jazz Casino siden 2021. Jeg har altid spillet blackjack og næsten ikke andet. Jeg vil normalt vinde omkring $1000 her og der, nogle gange $500, og stoppe tidligt. aldrig haft problemer med at få betalt. Denne gang besluttede jeg at spille videre og ikke ret tidligt. Fra 17. november 2023 - 19. november 2023 gik jeg en vanvittig løbetur. Alt klikkede! Mit sidevæddemål (par & 21+3) ramte, mine hænder ramte, og dealeren gik i stykker! Jeg betaler også 2/3 hænder ad gangen. Jeg fordobler ofte og deler ofte. I søndags havde jeg omkring 30.000 på min konto. alt fra blackjack og jeg spillede i timevis hver dag. Balancen ville gå ned og op. ned og op, men jeg kom for det meste ud på toppen!
De endte med at fryse min konto og sagde, at det var til "rutinegennemgang" og kom tilbage om 24 timer. det var søndag aften/mandag morgen. Jeg tænkte, at de nok tjekkede, om jeg var utro eller hvidvaskede penge, hvilket jeg heller ikke gjorde, så jeg tænkte intet over det. 24 timer går min konto stadig låst. Jeg ringer og siger "Tillykke med dine gevinster, og din konto vil blive låst op om 24 - 48 timer." Jeg siger fint, jeg ringer tilbage på mandag. Jeg har intet at skjule. Jeg spillede fair and square.
Jeg fik et opkald fra NICK i fredags, der informerede mig om, at jeg ikke vandt 30K i blackjack, fordi der var en fejl mellem Fresh deck og jazz casino regnskab.
Han siger, at nogle af mine gevinster blev udbetalt dobbelt, og nogle af mine indsatser blev ikke trukket fra min saldo. Han sagde så, at vi genberegnet alle indsatserne, og at jeg faktisk skyldte kasinoet $1100, han var ked af ulejligheden og ville nulstille kontoen for mig.
Jeg fortalte ham, at det var umuligt! Jeg har vundet for mange sidevæddemål til at have tabt, ikke inklusive de double downs og splits, som jeg vandt. Det er umuligt for mig ikke at have en, og jeg har aldrig vundet mere, end jeg skulle, og de trækker alle mine tab fra min saldo, hver tabt!
Jeg bad ham venligst sende mig et regneark med alle mine indsatser. Han sendte 3 regneark, 2 indeholder alle mine væddemål om, hvad der virkelig skete, og 1 indeholder, hvad Jazz Casino skabte ud fra væddemålene. Jeg tror, de bare har fundet på noget for at forsøge at dække dem.
Jeg gennemgår i øjeblikket de væddemål, der faktisk skete, som de siger er forkerte, og de er alle korrekte og tæller sammen. Jeg blev ikke betalt dobbelt eller mere, end jeg skulle, og for hvert tab trak de fra min konto.
De prøver at stivne mig!
I've been a member of Jazz Casino since 2021. I always played blackjack and hardly anything else. I'll usually win around $1000 here and there, sometimes $500, and quit early. never had a problem getting paid. This time I decided to play on and not quite early. From November 17, 2023 - November 19 2023 I went on a crazy run. Everything was clicking! My side bet (pair & 21+3) was hitting, My hands were hitting and the dealer was busting! I also pay 2/3 hands at a time. I double often and split often. By Sunday I had about 30K in my account. all from blackjack and I played for hours and hours each day. The balance would go down and up. down and up but I mostly came out on top!
They ended up freezing my account and said it was for "routine review" and come back in 24 hours. this was Sunday night/ Monday morning. I thought cool they were probably checking if I was cheating or laundering money which I was doing neither so I thought nothing of it. 24 hours go by my account is still locked. I call they say "Congratulations on your winnings and your account will be unlocked in 24 - 48 hours. " I say fine I'll call back on Monday. I have nothing to hide. I played fair and square.
I got a call from NICK on Friday informing me that I didn't win 30K in blackjack because there was a glitch between Fresh deck and jazz casino accounting.
He says some of my winnings were paid out double and some of my bets did not withdraw from my balance. He then said we recalculated all of the bets and that I actually owed the casino $1100 he was sorry for the inconvenience and would zero out the account for me.
I told him that it was impossible! I won too many side bets to have lost not including the double downs and splits that I won. It is impossible for me not to have one, and I never won more than I was supposed to and they withdraw all of my losses from my balance each lost!
I told him to please send me a spreadsheet of all of my bets. He sent 3 spreadsheets, 2 contain all my bets of what really happened and 1 contains what Jazz Casino created from the bets. I think they just made something up to try and cover them.
I am currently going through the bets that actually happened that they are saying is wrong & they are all correct and adding up. I was not paid double or more than I was supposed to and on every loss they withdrew from my account.
Mange tak for din klage. Jeg er ked af at høre om dit problem.
Kan du sende relevant kommunikation eller skærmbilleder sammen med din spilhistorik til petronela.k@casino.guru ?
I mellemtiden kan du tjekke vores artikel, der forklarer "Hvordan spilleautomater programmeres", og måske vil det hjælpe dig med at forstå, hvordan servere kommunikerer med spillere, og hvilke problemer der kan opstå undervejs.
Har du modtaget nogen officiel rapport fra spiludbyderen?
Ser frem til at høre fra dig. På forhånd tak for jeres samarbejde og forståelse.
Med venlig hilsen,
Petronela
Dear KellCromer,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Have you received any official report from the game provider?
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Ja, de sendte mig også væddemålene i et regneark, og jeg gennemgik over 3.000 væddemål og fandt ingen dobbeltudbetalinger, og da jeg tabte, tog de det ud af min saldo hver gang.
Yes they also sent me the bets in a spreadsheet and i went through over 3,000 bets and found no double pays out and when i lost they took it out of my balance everytime.
Jeg har heldigvis screenshott min kontohistorik, før de låste mig ude af min konto. Den eneste gang, jeg fik det dobbelte af min indsats, er, når jeg fordoblede eller splittede min hånd, hvilket kan ske på enhver hånd i blackjack.
I luckily screenshot my account history before they locked me out of my account. The only time i got double my bet is when I doubled or split my hand which can happen on any hand in blackjack.
Tak, KellCromer, for at videresende e-mailen med din spilhistorik. Jeg har bemærket, at du har modtaget en e-mail fra casinoet, men har du nogen oplysninger om en officiel erklæring fra spiludbyderen, der kunne forklare den tekniske fejl?
Thanks, KellCromer, for forwarding the email with your game history. I noticed you received an email from the casino, but do you have any information about an official statement from the game provider that would explain the technical glitch?
Jeg gør ikke. Jeg kontaktede fresh deck for at se, om de kunne bekræfte en fejl, men intet svar og ingen officiel erklæring fra jazz casino. Bare den e-mail, som jeg sendte et screenshot af
I do not. I contacted fresh deck to see if they could confirm a glitch but no response and no official statement from jazz casino. Just the email I screenshot that i sent over
Jeg var ikke den eneste, der spillede ved disse borde, men det ser ud til, at jeg er den eneste, der vandt. Men de siger en regnskabsfejl, som ikke kan findes i regnskabet. Alle mine indsatser og saldi tæller korrekt
I wasn't the only one playing at these tables but seems like I am the only one who won. But they are saying an accounting glitch that can't be found in the accounting. All my bets and balances adds up correct
Mange tak, KellCromer, for at give alle de nødvendige oplysninger. Jeg vil nu overføre din klage til min kollega Branislav ( branislav.b@casino.guru ), som vil være til din hjælp. Jeg ønsker dig held og lykke og håber at se dit problem blive løst til din tilfredshed i den nærmeste fremtid.
Thank you very much, KellCromer, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Jeg er ked af at høre om din ubehagelige oplevelse. Jeg vil kontakte casinoet og gøre mit bedste for at løse problemet så hurtigt som muligt. Nu vil jeg gerne invitere Jazz Casinos repræsentant til at deltage i denne samtale og deltage i løsningen af denne klage.
Kære Jazz Casino team ,
Kan du give os en mere detaljeret forklaring på spillerens situation? Hvorfor er de omstridte gevinster blevet konfiskeret?
Spilleren gav os en forklaring og spillogfiler fra kasinoet, der angiver en grund til, hvorfor hans saldo blev reduceret til $0. Jeg kan se, at der var uoverensstemmelser mellem saldostatusserne i mange rækker (initialsaldo vs. slutsaldoværdier), men detaljerne er ikke helt klare. Hvordan konkluderede kasinoet, at spillerens endelige saldo efter korrektionen skulle være mindre end $1.100? Hvordan blev det beregnet, og hvorfor skulle alle gevinsterne konfiskeres?
Er du i stand til at vise det på bestemte eksempler fra spillerens spilhistorie?
Har du nogen officiel erklæring fra din spiludbyder angående sagen med detaljerne? Hvis ja, og det er muligt, kan du dele det med mig?
Det er muligt at dele dataene direkte her, med dit svar (skærmbilleder), eller ved at sende dem til min e-mailadresse ( branislav.b@casino.guru ).
På forhånd tak for at give oplysningerne.
Hello, KellCromer,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Jazz Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Jazz Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated?
The player provided us with an explanation and game logs from the casino stating a reason why his balance was decreased to $0. I can see there were discrepancies between the balance statuses in many rows (initial balance vs. final balance values), but the details are not completely clear. How did the casino conclude that the player's final balance after the correction should be less than $1,100? How was it calculated, and why all the winnings should be confiscated?
Are you please able to show it on particular examples from the player's game history?
Do you have any official statement from your game provider regarding the matter with the details? If yes and it is possible, can you share it with me?
It is possible to share the data directly here, with your reply (screenshots), or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
hej jeg gennemgik spilloggen og så ingen uoverensstemmelser med startsaldo og slutsaldo.
da jeg vandt, lægges de til saldoen, og når jeg tabte, trak de det tabte fra min saldo.
der var ingen dobbelt udbetaling. Eller eventuelle mistede fradrag, når jeg tabte fra min saldo. De tog min indsats hver gang jeg tabte.
du kan se i spilloggen, hvor der er 2 eller 3 hænder, hvor jeg tabte eller vandt, og balancen så ud til at forblive den samme, men den blev beregnet på den næste hånd. Fordi jeg spillede 3 hænder ad gangen. Nogle gange 2 men for det meste 3 hænder mod dealeren en. Jeg vil tilføje et eksempel på, hvor dette skete, men kontoen blev altid tilføjet en sikkerhedskopi.
du ser de nederste 3 hænder.
Startsaldo 29900.4677
Jeg mistede alle 3 hænder
1.-100,00
2.-100,00
3.-100,00
samlet tabt -300,00
se på startbalancen for hånd 4.
Du vil se de 300,00 som blevet trukket fra saldoen.
startsaldoen ved hånd 4 er 29600,4676.
hver 100,00 fra mine sidste 3 hænder var blevet trukket fra min saldo.
der er ingen mistede fradrag fra min saldo, da jeg tabte. & Ingen dobbeltbetaling….
.
hi I went through the game log and didn’t see any discrepancies with the starting balance and ending balance.
when I won they added to the balance and when I lost they subtracted the lost from my balance.
there wasn’t any double payout. Or any missed deductions when I lost from my balance. They took my bet each time I lost.
you do see in the game log where there are 2 or 3 hands where I lost or won and the balance seemed to stay the same but it calculated on the next hand. Because I was playing 3 hands at a time. Sometime 2 but mostly 3 hands against the dealers one. I’ll add an example of where this occurred but the account always added back up.
you see the bottom 3 hands.
Starting balance 29900,4677
I lost all 3 hands
1.-100,00
2.-100,00
3.-100,00
total lost -300,00
look at the starting balance of hand 4.
You’ll see the 300,00 as been subtracted from the balance.
the starting balance at hand 4 is 29600,4676.
each 100,00 from the last 3 hands of mine had been subtracted from my balance.
there isn’t any missed deductions from my balances when I lost. & No double pays….
Tak for forklaringen. Du delte dog kun nogle få eksempler, hvor det kunne have været OK, og kun for de tabte væddemål. Men ingen hævdede, at alle væddemål var forkerte eller forkert krediteret saldoen eller trukket fra den.
I mellemtiden var jeg i kontakt med kasinorepræsentanten for nylig, og det er tydeligere for mig nu. Jeg vil prøve at forklare det for dig ved hjælp af et bestemt eksempel, men først har jeg et par spørgsmål, fordi jeg stadig venter på nogle yderligere detaljer og afklaring fra casinorepræsentanten, og jeg bliver også nødt til at diskutere det internt med teamet .
Du nævnte, at en person fra casinoet sendte til dig " 3 regneark, 2 indeholder alle mine væddemål om, hvad der virkelig skete, og 1 indeholder det, som Jazz Casino skabte ud fra væddemålene. Jeg tror, de har lige fundet på noget for at forsøge at dække dem. "
I den e-mail, du tidligere sendte til min kollega Petronela, kan jeg se, at der kun er 1 regneark (Excel-fil/rapport/spillogs). Hvordan sendte kasinoet dig disse filer? Kan du venligst videresende alle e-mails fra kasinoet med alle de vedhæftede filer til min e-mailadresse ( branislav.b@casino.guru )?
Jeg kan se, at du bruger Gmail, så send dem venligst som følger: klik med højre museknap for hver e-mail, og vælg "Videresend som en vedhæftet fil" fra rullemenuen. Jeg anbefaler at bruge en pc til det.
Du nævnte også, at du har skærmbilleder fra dine spilsessioner. Kan du sende mig dem alle sammen for at sammenligne med oplysningerne fra kasinoet og spiludbyderen?
Nu, eksemplet:
Jeg så væddemålene i skærmbilledet nedenfor i detaljer - 3 pladser 50$ hovedindsats pr. hver + sidevæddemål (2x25$ pr. sæde).
Kronologisk går dataene fra bunden og opad.
Excel række 1121 - bet -> tab (-$100)
Excel række 1120 - bet -> hovedindsatsgevinst, tab af sideindsats (+$100)
Excel række 1119 - bet -> hovedindsatsgevinst, tab af sideindsats (+$100)
Samlet set satsede du $300 og vandt $200 tilbage, så du skulle være blevet krediteret tilbage med en gevinst på $200, i alt skulle du have været i minus $100 i forhold til den saldo, du havde i begyndelsen af runden. I stedet, efter disse runder, var din saldo $100 i plus sammenlignet med den oprindelige saldo (gevinsten krediteret to gange).
Udbyderen har dog den komplette og korrekte rapport, hvor alt er vist korrekt. Så casinoets forklaring giver mening, og dataene understøtter casinoets påstande om tekniske fejl mellem casinoet og spiludbyderen og det faktum, at du så de forkerte data på din konto under dine sessioner.
Er det venligst mere klart for dig nu?
Der opstod også et spørgsmål mere i mellemtiden - eftersom kasinoets data var forkerte, og du højst sandsynligt kun så disse data på din konto og under spil, mens fejlen opstod ved mange begivenheder, har du bemærket det på et tidspunkt? Var du opmærksom på de fejlagtigt krediterede midler til din saldo på noget tidspunkt?
Det er lidt svært at tro på, at du (for eksempel) satsede $300 i alt, vandt 2 pladser med $200, men fik $400, og du lagde ikke mærke til det i nogen tilfælde overhovedet.
Jeg vil informere dig, når jeg har yderligere oplysninger fra casinorepræsentanten og mit team.
Dear KellCromer,
Thank you for the explanation. However, you shared only a few examples where it could have been OK, and only for the lost bets. But, nobody claimed that all the bets were incorrect or incorrectly credited to the balance or deducted from it.
In the meantime, I was in contact with the casino representative recently, and it is clearer to me now. I will try to explain it to you using a particular example, but first, I have a few questions, because I am still waiting for some additional details and clarification from the casino representative, and I will have to also discuss it internally with the team.
You mentioned that someone from the casino sent to you "3 spreadsheets, 2 contain all my bets of what really happened and 1 contains what Jazz Casino created from the bets. I think they just made something up to try and cover them."
In the email you sent to my colleague Petronela earlier, I can see there is only 1 spreadsheet (Excel file/report/game logs). How did the casino send you those files? Can you please forward all the emails from the casino with all the attached files to my email address (branislav.b@casino.guru)?
I see you use Gmail, so please, send them as follows: click the right mouse button per each email and choose the "Forward as an attachment" option from the drop-down. I recommend using a PC for that.
You also mentioned that you have screenshots from your game sessions. Can you please send me all of them to compare with the details provided by the casino and the game provider?
Now, the example:
I saw the bets in the screenshot below in detail - 3 seats 50$ main bet per each + side bets (2x25$ per seat).
Chronologically, the data goes from the bottom upwards.
Excel row 1121 - bet -> loss (-$100)
Excel row 1120 - bet -> main bet win, side bet loss (+$100)
Excel row 1119 - bet -> main bet win, side bet loss (+$100)
Overall, you bet $300 and won $200 back, so you should have been credited back with a $200 win, in total, you should have been in minus $100 compared to the balance you had at the beginning of the round. Instead, after these rounds, your balance was $100 in plus compared to the initial balance (the winnings credited twice).
However, the provider has the complete and correct report where everything is shown correctly. So, the casino's explanation makes sense, and the data supports the casino's claims about technical glitches between the casino and the game provider and the fact that you saw the incorrect data in your account during your sessions.
Is it please clearer to you now?
Also, one more question arose in the meantime - since the casino's data was incorrect and you very likely saw only this data in your account and during play, while the glitch occurred on many events, did you notice it at some point? Were you aware of the erroneously credited funds to your balance at any point?
It is a bit difficult to believe that you (for example) bet $300 in total, won 2 seats with $200, but got $400, and you did not notice it in any instance at all.
I will inform you when I have additional details from the casino representative and my team.
Jeg beklager forsinkelsen. Der var meget kommunikation med casinorepræsentanten uden for tråden og med mit team. Da det ikke fungerer som Live Chat, tog det meget længere tid, end jeg havde forventet, og der er også stadig chat med casinorepræsentanten på Skype. Jeg sætter stor pris på din tålmodighed.
Den tekniske fejl opstod dog anderledes. Mange gevinster blev fordoblet, men det betyder ikke, at det kun er nok at trække halvdelen af gevinsterne for at få det endelige resultat. Jeg vil gerne sætte det i perspektiv igen.
Kasinoet informerede dig om, at indsatser og gevinster blev fordoblet, og at din korrekte saldo skulle være -1.125 $, så de nulstillede din saldo til $0. Men efter at have gennemgået alle de detaljer og beviser, der er modtaget indtil videre, ser det ud til, at det ikke er helt korrekt, og at der af en eller anden grund mangler en del af de korrekte spillogfiler i filen (korrekte data), du har modtaget fra kasinoet, sammenlignet med den originale og komplette. Der mangler en dato.
Dataene viser, at indsatser ikke blev fordoblet, men kun gevinster blev fordoblet, og at det samlet set ifølge de korrekte spillogfiler er meget sandsynligt, at din endelige saldo skal være $1.125 i plus, ikke negativ.
Spilloggene, som du beskrev som "opgjort" data fra casinoet, som du af en eller anden ukendt årsag ikke delte med os i starten med alle vedhæftede filer og komplet e-mail-brødtekst med en fin forklaring, hvor noget omkring 2100 rækker mangler, er de korrekte data fra spiludbyderen. Det er endda meget nemt at tjekke og finde ud af, hvilke data der er korrekte. Du kan se forskellen, hvis du sammenligner eksemplerne på indsatser/gevinster i mit tidligere indlæg med data fra spiludbyderen (de 735 rækker). Forklaringen på forskellige antal rækker er en af de nemmere ting her - 1. Rapporten fra spiludbyderen genereres på en helt anden måde. For eksempel, under normale omstændigheder, vises 3 rækker i spiludbyderens rapport som 6 rækker i rapporten genereret fra kasinoets system. 2. Oven på punkt 1. var der dobbelte gevinstrækker i casinoets system forårsaget af den tekniske fejl. 3. Der mangler én dato i spiludbyderens spillogfiler, der deles af kasinoet. Så casinoets forklaring og alle data tilsammen giver perfekt mening.
For bedre fantasi vedhæfter jeg det samme eksempel på indsatser/gevinster forklaret ovenfor, men fra spiludbyderens korrekte spillogs.
Med hensyn til din påstand om, at kasinoet stadig skulle skylde dig $15k - jeg forklarede dig, hvad der skete, og gav eksempler. Din logik ville give mening, hvis vi også fordoblede tabet for hver fejlagtigt fordoblet gevinst. Men ved at gøre det, ville vi få de korrekte resultater af saldoen, som de vises i spilloggene fra spiludbyderen. Derudover, hvis du så den forkerte saldo hele tiden på din konto, som blev ved med at stige, ændrede du din spilstrategi (øgede indsatser) baseret på denne forkerte information - baseret på en meget højere saldo sammenlignet med den rigtige. Balancen ville dog ikke være blevet øget på den måde uden den tekniske fejl. Under de pågældende sessioner så du kun fiktive og uvirkelige saldi/gevinstoplysninger der. De fleste af disse gevinster eksisterede slet ikke. En anden ting er, at kasinoets rapport viser indsatser og fratræk af deres beløb i de samme rækker, mens gevinsterne vises i nye rækker (som endda blev fordoblet), men spiludbyderens data viser alle transaktioner i de samme rækker. Ifølge casinoets forkerte spillogs kunne du som udgangspunkt ikke tabe på grund af din spilstrategi, mens saldoen ved minimale gevinster gik til plus meget mere, end den burde have, eller endda hvis den skulle have været nedsat. Derfor kan vi ikke holde os til de forkerte spillogs fra casinoets system. Det er fuldstændig forkert.
Dear KellCromer,
I am sorry for the delay. There was a lot of communication with the casino representative outside the thread and with my team. Since it does not work like Live Chat, it took much longer than I expected, and also, there is still ongoing chat with the casino representative on Skype. I sincerely appreciate your patience.
However, the technical glitch occurred differently. Many winnings were doubled, but it does not mean it is enough only to deduct half of the winnings to get the final result. I would like to put it in perspective again.
The casino informed you that bets and winnings were doubled and that your correct balance should be -$1,125, so they reset your balance to $0. But, after reviewing all the details and evidence received so far, it seems like it is not completely correct, and that for some reason, a part of the correct game logs is missing from the file (correct data) you received from the casino, compared to the original and complete one. One date is missing.
The data shows that bets were not doubled, but only winnings were doubled, and that overall, according to the correct game logs, it is very likely your final balance should be $1,125 in plus, not negative.
The game logs that you described as "made up" data from the casino, which you did not share with us, for some unknown reason, at the beginning with all the attachments and complete email body with a nice explanation, where something around 2100 rows is missing, are the correct data from the game provider. It is even very easy to check and find out which data is correct. You can see the difference if you compare the example bets/winnings stated in my previous post with the data from the game provider (those 735 rows). The explanation for different numbers of rows is one of the easier things here - 1. The report from the game provider is generated in a completely different way. For example, in normal circumstances, 3 rows in the game provider's report are displayed like 6 rows in the report generated from the casino's system. 2. On top of point 1., there were duplicate winnings rows in the casino's system caused by the technical glitch. 3. One date is missing in the game provider's game logs shared by the casino. So, the casino's explanation and all the data together make perfect sense.
For better imagination, I am attaching the same example of bets/winnings explained above, but from the game provider's correct game logs.
As for your claim that the casino should still owe you $15k - I explained to you what happened, and provided examples. Your logic would make sense if we also doubled loss for each mistakenly doubled winning. But, by doing that, we would get the correct results of the balance as they are displayed in the game logs from the game provider. In addition, if you saw the wrong balance for the entire time in your account, which kept increasing, you changed your game strategy (increasing bets) based on this incorrect information - based on a much higher balance compared to the real one. However, the balance would not have been increased that way without the technical glitch. During the sessions in question, you saw only fictitious and unreal balances/winnings information there. Most of those winnings did not exist at all. Another thing is that the casino's report shows bets and deducting their amounts in the same rows, while the winnings are shown in new rows (which were even doubled), but the game provider's data shows all transactions in the same rows. According to the casino's incorrect game logs, you basically could not lose due to your game strategy, while in the case of minimal winnings, the balance went to plus much more than it should have, or even if it should have been decreased. Therefore, we cannot stick to the incorrect game logs from the casino's system. It is completely incorrect.
Så for at opsummere er det desværre klart, hvad der skete. Dit spil var også markant påvirket af forkerte data, som du så på din konto under de pågældende sessioner, og der er ingen anden mulighed end at komme overens med det, der er sket. For at være ærlig kunne man glæde sig over, at det alligevel endte med et overskud.
Som nævnt modtog du de korrekte spillogs reduceret med nogle rækker, ved en fejl på casinosupportens side, specifikt med én dag (19. november, hvor den tekniske fejl også opstod regelmæssigt). Men det var en menneskelig fejl, og det påvirkede ikke resultatet.
Desuden diskuterede jeg i mellemtiden sagen internt med holdet, og vi nåede frem til et enstemmigt resultat - alle var enige om, at casinoet skulle genoprette de gevinster, du er berettiget til ($1.125) som et kompromis og også som en måde at kompensere for forårsagede gener. Uanset hvilken indflydelse den tekniske fejl har på din spilstrategi, viser de korrekte data, at du alligevel endte med overskud.
Kasinorepræsentanten blev informeret om det samme, og jeg venter kun på de komplette originale spillogs fra udbyderen, for at sammenligne dem med de data, du har modtaget som spillogs fra spiludbyderen sendt til dig af casinosupporten via e-mail. Så når jeg har de komplette spillogfiler fra spiludbyderen, er forklaringen og den reelle resterende saldo/gevinster bekræftet fuldstændigt, og casinoet accepterer vores anbefaling, vil det omtvistede beløb for klagen blive opdateret i overensstemmelse hermed, og vi venter kun indtil $1.125 er gendannet på din casinokonto.
Jeg tror oprigtigt på, at nu giver det mening for dig, og du forstår fuldt ud situationen.
Nu vil jeg indstille timeren til kasinoet for at holde styr på klagebehandlingstiden, og jeg vil vente på de yderligere data, der anmodes om. Jeg vil selv informere dig om nyhederne som sædvanligt.
Mange tak for din tålmodighed og forståelse.
So, to sum it up, unfortunately, it is clear what happened. Your play was also significantly influenced by incorrect data that you saw in your account during the sessions in question, and there is no other option than to come to terms with what has happened. To be honest, you could be glad that it ended with a profit anyway.
As was mentioned, you received the correct game logs reduced by some rows, by mistake on the casino support's side, specifically by one day (November 19, when the technical glitch occurred regularly too). But it was a human error, and it did not influence the outcome.
Furthermore, in the meantime, I discussed the matter internally with the team, and we reached a unanimous result - all agreed that the casino should restore the winnings you are entitled to ($1,125) as a compromise and also as a way of compensation for the inconvenience caused. Regardless of the influence of the technical glitch on your game strategy, the correct data shows you ended in profit anyway.
The casino representative was informed about the same, and I am only waiting for the complete original game logs from the provider, to compare them with the data you received as game logs from the game provider sent to you by the casino support via email. So, once I have the complete game logs from the game provider, the explanation and the real remaining balance/winnings are confirmed completely, and the casino accepts our recommendation, the disputed amount of the complaint will be updated accordingly, and we will only wait until $1,125 is restored on your casino account.
I sincerely believe that now it makes sense to you, and you fully understand the situation.
Now I will set up the timer for the casino to keep track of the complaint processing time, and I will wait for the additional data requested. I will inform you about the news myself as usual.
Thank you very much for your patience and understanding.
Nej. De trak alle mine indsatser fra i starten af spillets hånd. Kun gevinsterne blev fordoblet, så da jeg tabte, blev det korrekte beløb taget fra min saldo. Desuden blev kun nogle af mine gevinster fordoblet. ikke alle. Men nogle. Grunden til, at mine indsatser steg, er, at der ikke var plads på bordet, jeg spillede på, og jeg måtte gå til et højere bord.
også hvis mine tab blev fordoblet, ville alt udligne sig. Fordoblet sejr og fordoblet tab ville udjævne gameplayet. men det var ikke tilfældet. kun mine gevinster var på nogle hænder blev fordoblet. Ikke alle, men nogle.
Så jeg vandt 30K, og kun "nogle" af mine hænder blev fordoblet, så skylder jeg stadig mine gevinster, når du tager det dobbelte væk.
Jeg har aldrig ændret min væddemålsstrategi. det forblev det samme.
Lad os f.eks. sige, at min saldo er 500 $. Jeg satser 100 $.
De 100 $ tages fra min saldo, så snart kortet er uddelt. Nu er min saldo $400. Hvis jeg vinder. Min saldo skal $600.
Men de fejlede mig min fortjeneste 2x
$100 fra mit væddemål & $100 fortjeneste + $100 (fejl)
min saldo er $700.
Ret fejlen min saldo ville være $600. Jeg vandt stadig. kortene fejlede ikke. De hænder, jeg vandt, vandt jeg.
"Hvis du desuden så den forkerte saldo på din konto hele tiden, som blev ved med at stige, ændrede du din spilstrategi (øgede indsatser) baseret på disse forkerte oplysninger"
Jeg har aldrig ændret min væddemålsstrategi. Aldrig øget baseret på forkerte oplysninger. Jeg skiftede bord med højere indsatser, fordi bordet jeg spillede på blev fyldt, og der var ingen stole åbne.
Så den information er løgn!
"Ifølge casinoets forkerte spillogs kunne du som udgangspunkt ikke tabe på grund af din spilstrategi, mens saldoen ved minimale gevinster gik til plus meget mere, end den burde have, eller endda hvis den skulle have været nedsat. Derfor , kan vi ikke holde os til de forkerte spillogfiler fra casinoets system. Det er fuldstændig forkert."
Jeg tabte, og de tog deres penge for mine indsatser. Dette er også forkert. balancen faldt, da jeg tabte.
No. They deducted all of my bets at the start of the game hand. Only the winnings were doubled so when I lost the correct amount was taken from my balance. Also, only some of my winnings were doubled. not all. But some. The reason my bets increased is because there wasn't any room on the table I was playing on and had to go to a higher table.
also if my losses were doubled then everything would even out. Doubled winning and doubled losses would even out the gameplay. but that wasn't the case. only my winnings were on some hands were doubled. Not all but some.
So I won 30K and only "some" of my hands were doubled then I am still owed my winnings when you take away the double.
I never changed my betting strategy. it stayed the same.
For example, let's say my balance is $500 I bet $100.
The $100 is taken from my balance as soon as the card a dealt. Now my Balance is $400. If I win. My balance should $600.
But they glitch paid me my profit 2x
$100 from my bet & $100 profit + $100 (glitch)
my balance is $700.
Correct the glitch my balance would be $600. I still won. the cards didn't glitch. The hands I won I won.
"In addition, if you saw the wrong balance for the entire time in your account, which kept increasing, you changed your game strategy (increasing bets) based on this incorrect information"
I never changed my betting strategy. Never increased based on incorrect information. I changed tables with higher bets because the table I was playing on got full and there were no chairs open.
So that information is a lie!
"According to the casino's incorrect game logs, you basically could not lose due to your game strategy, while in the case of minimal winnings, the balance went to plus much more than it should have, or even if it should have been decreased. Therefore, we cannot stick to the incorrect game logs from the casino's system. It is completely incorrect."
I did lose and they did take their money for my bets. This is also incorrect. the balance did decrease when I was losing.
Dette er uretfærdigt og ulovligt at snyde folk for deres gevinster. Jeg prøver at være forstående omkring en fejl. Men den fejl påvirkede ikke hver hånd, kun nogle af gevinsterne blev fordoblet. ikke alle, men nogle. Jeg vil gennemgå spilloggen og finde hver gang gevinsten blev fordoblet og beregne totalen. Jeg ved med sikkerhed, at jeg skylder mere end $1100. Jeg vandt for mange hænder til mange sidebets man y splits til mange double downs.
Det her er sindssygt.
Let's all of us get on a SKYPE call together.
'
This is unfair and illegal to cheat people out of their winnings. I try to be understanding about a glitch. But that glitch did not affect every hand only some of the winnings were doubled. not all but some. I'll go through the game log and find each time the winnings were doubled and calculate the total. I know for a fact I am owed more than $1100. I won too many hands to many side bets man y splits to many double downs.
Saldo på $500 -> $100 risikeret (bet) -> balance er $400 -> hvis du vinder $100, krediteres gevinsten til saldoen, men du har det samme beløb på saldoen som i begyndelsen = $500. Intet mere
Det er forkert. hvis din saldo er $500. Du risikerer $100. Indsatsen trækkes fra før hånden spilles. så nu er saldoen $400. Hvis du vinder. Kasinoet betaler dig $100, og din indsats går tilbage til din saldo, så din saldo ville være $600 i slutningen af et vindende spil.
Jeg har tilføjet et levende eksempel. (balance i øverste højre hjørne)
Saldoen er $500. indsatsen er $100. hånden er vundet. Kasinoet udbetaler $100, og din indsats returneres, hvilket giver saldoen $600.
Da vi er en objektiv mægler mellem spillere og casinoer, bør vi også se på hele situationen fra casinoets side. Det betyder, at casinoet også kunne hævde, at du kendte til de forkerte data og fordoblede gevinster hele tiden, misbrugte sit system/tekniske fejl, vandt, og nu kræver du de "illegitimt" akkumulerede gevinster (som dybest set slet ikke eksisterede ). Det ville sandsynligvis være umuligt at bevise noget andet, men kasinoet kunne hævde, at det blev snydt og snydt.
Dette er et online casino. Alt jeg kan gøre er at indbetale mine penge og spille mine hænder. Jeg har tabt tusindvis til dette kasino. Jeg misbrugte ikke noget. De misbruger mig. Jeg spillede fair and square. Ligesom alle, der vandt pengespil, vil de gerne kompenseres og ikke snydes for deres gevinster.
Min balance gik op og ned. Jeg vandt ikke bare. Min balance faldt flere gange. Jeg vandt ikke bare, vinder vinder. nej, jeg tabte det var en kamp. Hver indsats, jeg placerede, blev trukket fra saldoen. Jeg fik ingen frie hænder. Da jeg vandt, fik jeg kun udbetalt, hvad jeg skyldte. Den eneste gang, jeg så store spring, var, da jeg ramte et sidebet. Jeg ramte mange sidevæddemål. Nogle sidevæddemål betaler 25:1 andre 9:1. Jeg vandt mange hænder. Jeg vandt mange sidevæddemål. Jeg vandt også mange splithænder og doubler. Jeg snød ikke på nogen hænder. Jeg spiller fair og vil gerne behandles fair. Da jeg tabte, og kasinoet tog mine penge, anklagede jeg dem ikke for at snyde, jeg lagde flere penge på for at spille igen. Og jeg spillede også på flere forskellige dage. Dette skete ikke på 1 dag. Jeg spillede over 3 dage. Timer oven i timer. Jeg spillede ved flere forskellige borde og flere forskellige dealere.
Balance of $500 -> $100 risked (bet) -> balance is $400 -> if you win $100, the winnings are credited to the balance, but you have the same amount in the balance as at the beginning = $500. Nothing more
That is incorrect. if your balance is $500. You risk $100. The bet is deducted before the hand is played. so now the balance is $400. If you win. The casino pays you $100 and your bet goes back to your balance so your balance would be $600 at the end of a winning game.
I've added a live example. (balance in top right corner)
The balance is $500. the bet is $100. the hand is won. The casino pays out $100 and your bet is returned making the balance $600.
Since we are an objective mediator between players and casinos, we should look at the whole situation from the casino's side too. It means that the casino could also claim that you knew about the incorrect data and doubled winnings for the entire time, abused its system/technical glitch, won, and now you demand the "illegitimately" accumulated winnings (which basically did not exist at all). It would be likely impossible to prove anything else, but the casino could claim that it was cheated and scammed.
This is an online casino. All I can do is deposit my money and play my hands. I've lost thousands to this casino. I didn't abuse anything. They are abusing me. I played fair and square. Just like anyone who won money gambling, they would like to be compensated and not swindled out of their winnings.
My balance went up and down. I didn't just win. My balance dropped multiple times. I didn't just win, win win. no, I lost it was a battle. Every bet I placed was subtracted from the balance. I didn't get any free hands. When iI won I only got paid out what was owed. The only time I saw big jumps was when I hit a side bet. I hit a lot of side bets. Some side bets pay 25:1 others 9:1. I won a lot of hands. I won a lot of side bets. I also won a lot of split hands and doubles. I did not cheat on any hands. I play fair and would like to be treated fair. When I lost and the casino took my money I didn't accuse them of cheating I went a put more money on to play again. And I also played on multiple different days. This didn't happen in 1 day. I played over 3 days. Hours on top of hours. I played at multiple different tables and multiple different dealers.
Og som de sagde tidligere, blev kun nogle vindende hænder fordoblet. IKKE ALLE , så hvis der er "dobbelt overskud" på nogle vindende hænder, skal du fint trække det fra. Denne såkaldte "fejl" påvirkede ikke hver hånd.
Jeg ved med sikkerhed, at det er mere end $1125.
Jeg gjorde intet forkert fra min side. Min væddemålsstrategi forblev konsekvent. Den eneste grund til, at jeg flyttede til et bord med en højere grænse, er, at det nederste bord var fyldt, og jeg ikke kunne få en plads, og selv da satsede jeg ikke et vanvittigt beløb. Jeg voksede ikke denne balance over natten. Det tog dage. Jeg havde nogle meget gode løb, og jeg havde også dårlige løb. Når jeg blev kold, og jeg mistede en vis mængde, ville jeg holde op og komme tilbage senere. Det samme gør jeg, når jeg tager til Vegas. Jeg har spillet længe nok til at vide, hvornår din bøf er forbi, og det er tid til at holde op.
Jeg spillede blackjack og vandt. Det var alt, hvad jeg gjorde.
De ringer altid til min telefon og opmuntrer mig til at spille blackjack med dem. Ud af alle kasinoer at spille blackjack med.
nogle af oplysningerne virker bare lidt underlige for mig, og det er ikke en konsekvent historie. Det virker bare som om de ikke vil betale mig ud. Jeg er her ikke for at snyde nogen, men jeg ønsker ikke at blive snydt.
And as they stated earlier only some winning hands were doubled. NOT ALL so if there are "double profits" on some winning hands, fine subtract it. This so-called "glitch" didn't affect every hand.
I know for sure it is more than $1125.
I did nothing wrong on my part. My betting strategy stayed consistent. The only reason I moved to a table with a higher limit is that the lower table was full and I couldn't get a seat and even then I was not betting a crazy amount. I didn't grow this balance overnight. It took days. I had some very good runs and I also had bad runs. When I got cold and I lost a certain amount I would quit and come back later. Same thing I do when I go to Vegas. I've been gambling long enough to know when your steak is over and it's time to quit.
I played blackjack and won. That's all I did.
They always call my phone encouraging me to play blackjack with them. Out of all the casinos to play blackjack with.
some of the information just seems a little weird to me and it is not a consistent story. Just seems like they do not want to pay me out. I'm not here to cheat anyone but I don't want to get cheated.
Vi har anmodet casinoet om at svare på klagen og forlænget tidsfristen med 7 dage. Hvis casinoet ikke svarer inden da, er vi nødt til at lukke klagesagen som "uløst". Uløste klagesager påvirker casinoets rating i negativ retning.
We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.
hele situationen er uhyggelig og lyder som om de fandt på noget for ikke at betale mig ud. de skiftede også historier flere gange. ville det være bedst at kontakte et juridisk team og lade dem løse denne sag?
the whole situation is fishy and sounds like they came up with anything to not pay me out. they also switched stories multiple times. would it be best to contact a legal team and let them solve this matter ?
Der er en mulighed mere - at konsultere spillemyndigheden, der regulerer kasinoet, eller at indgive en klage til dem. Jeg er dog bange for, at det ender på samme måde, da forklaringen og data fra casinoet og spiludbyderen er klare. Så hvis vi taler om noget mere end $1100, ville en retssag sandsynligvis koste dig meget mere end det omstridte beløb, og du ville ende med et tab.
Derudover vil jeg gerne informere dig om, at casinorepræsentanten lovede mig, at han ville kontakte mig i næste uge. Jeg vil informere dig om eventuelle opdateringer eller nyheder.
What do you mean by a legal team, please?
There is one more option - to consult the gaming authority that regulates the casino or to submit a complaint to them. However, I am afraid it will end up the same way since the explanation and data from the casino and the game provider are clear. So, if we are talking about something more than $1100, a lawsuit would likely cost you much more than the disputed amount, and you would end up with a loss.
In addition, I would like to inform you that the casino representative promised me that he would contact me next week. I will inform you about any updates or news.
Dataene bekræfter, hvad casinoet hævder, men der er et par detaljer, som jeg spurgte casinorepræsentanten for et stykke tid siden. Så jeg indstiller timeren til kasinoet igen. Når jeg har alle de nødvendige detaljer og afklaringer, vender jeg tilbage og informerer dig om, hvordan vi kommer videre.
Tak for din tålmodighed og forståelse.
Dear KellCromer,
I received the complete correct data.
The data confirms what the casino claims, but there are a few details that I asked the casino representative for a while ago. So, I am setting the timer for the casino again. Once I have all the necessary details and clarification, I will be back and inform you how we will proceed.
Vi vil gerne bede kasinoet om at besvare denne klage. Vi forlænger timeren med 7 dage. Hvis kasinoet undlader at svare inden for den fastsatte tidsramme, lukker vi klagen som 'uløst', hvilket kan påvirke dets vurdering negativt.
We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.
Hvordan ændrede historien sig, KellCromer? Det er stadig omtrent det samme siden begyndelsen. Kasinoet sendte dig de korrekte spillogfiler, men uden 1 dag, ved en menneskelig fejl. Det er alt.
For at være ærlig, ville det sandsynligvis være ulovligt at få sådanne penge, da de fleste af dem er fiktive, indsamlet/vist kun på grund af et teknisk problem. I mit land kalder vi det "uretfærdig berigelse", hvilket er ulovligt.
I øjeblikket venter jeg kun på en forklaring på "mislykkede væddemål", da jeg fik yderligere data, og det er ikke helt klart, hvad det præcis betyder.
How did the story change, KellCromer? It is still about the same since the beginning. The casino sent you the correct game logs, but without 1 day, by human error. That is all.
To be honest, it would likely be illegal to get such money since most of it is fictitious, collected/shown only due to a technical issue. In my country, we call it "unjust enrichment", which is illegal.
Currently, I am only waiting for an explanation of "failed bets" since I was provided with additional data, and it is not completely clear what that means exactly.
Alt er allerede helt klart og afklaret på vores side - intet ændret. Nu er det videre op til dig.
Der er 2 muligheder:
Du vil acceptere kasinoets beslutning og det faktum, at du desværre var berettiget til $1.125 - når casinoet krediterer det til din konto (hvis det ikke er gjort endnu), kan vi opdatere det omstridte beløb til $1.125 og afslutte sagen med succes. løst.
Du vil insistere på det omstridte beløb på 30.000 USD på trods af at du får tilstrækkelige forklaringer og data/beviser - det omstridte beløb vil blive reduceret med $1.125, men klagen vil blive afvist.
Hvilken mulighed vil du vælge, tak?
Kan du også give mig en opdatering om $1.125? Er der fremskridt? Var disse gevinster allerede krediteret din konto?
Og efter yderligere kommunikation med casinorepræsentanten er der et par vigtige spørgsmål.
Hvad var din sidste indbetaling, før problemerne opstod, og hvor meget nåede du at hæve fra disse gevinster, indtil casinoet fandt ud af det?
Kan du bekræfte, at du nåede at hæve noget omkring $2.500 fra disse ugyldige gevinster, før de opdagede fejlen?
Alright, KellCromer.
Everything is already completely clear and clarified on our side - nothing changed. Now, the further proceeding is up to you.
There are 2 options:
You will accept the casino's decision and the fact that unfortunately, you were entitled to $1,125 - once the casino credits it to your account (if it has not been done yet), we can update the disputed amount to $1,125 and close the case as successfully resolved.
You will insist on the disputed amount of 30k USD despite getting sufficient explanations and data/evidence - the disputed amount will be decreased by $1,125, but the complaint will be rejected.
What option will you choose, please?
Can you also provide me with an update on the $1,125? Is there any progress? Were these winnings already credited to your account?
And after further communication with the casino representative, there are a few more important questions.
What was your last deposit before the issues occurred, and how much did you manage to withdraw from those winnings until the casino found it out?
Can you please confirm you managed to withdraw something about $2,500 from those invalid winnings before they discovered the error?
Vi forlænger timeren med 7 dage. Vær venligst opmærksom på, at hvis du undlader at svare inden for den givne tidsramme eller ikke har brug for yderligere assistance, vil vi afvise klagen.
Dear KellCromer,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
Klagen vil nu blive lukket som uberettiget baseret på følgende:
De omstridte gevinster er ugyldige/fiktive og blev akkumuleret som følge af et teknisk problem
Selvom kasinoet begik en fejl, da det informerede dig om resultaterne af sin undersøgelse (leverede data uden din spilhistorik fra en dag på grund af menneskelige fejl), understøttede dataene fuldt ud kasinoets forklaring
Selvom jeg begik en fejl og én gang har givet dig vildledende information, som jeg forklarede og rettede senere, har du flere gange fået tilstrækkelig og detaljeret afklaring i denne tråd
Efter at have modtaget yderligere oplysninger fra kasinoet, ser det ud til, at du med stor sandsynlighed har hævet mere, end du var berettiget til, og det er muligt, at du (ifølge din transaktionshistorik og spillogfiler) var opmærksom på de tekniske problemer fra begyndelsen
Sidst men ikke mindst – i mellemtiden besluttede regulatoren sig også til fordel for casinoet
Kasinoet handlede korrekt og i overensstemmelse med dets vilkår og betingelser, og derfor er der intet, vi kan gøre for at hjælpe dig med sagen. De omstridte gevinster blev ikke vundet retfærdigt, som du hævdede.
Jeg er ked af, at vi ikke var i stand til at hjælpe dig med denne, men tøv ikke med at kontakte os i fremtiden, hvis du støder på problemer med dette eller ethvert andet casino. Vi er her for at hjælpe.
Selvom det er uden for tråden, mange tak, Jazz Casino Team, for at give information og for dit samarbejde gennem hele processen.
Med venlig hilsen,
Branislav, Casino.Guru
Dear KellCromer,
Alright, let's not drag it out unnecessarily.
The complaint will now be closed as unjustified based on the following:
The disputed winnings are invalid/fictitious and were accumulated as a result of a technical issue
Although the casino made a mistake when informing you about the results of its investigation (providing the data without your game history from one day due to human error), the data fully supported the casino's explanation
Even if I made a mistake and once provided you with misleading information, which I explained and corrected later, you have received sufficient and detailed clarification several times in this thread
After receiving additional information from the casino, it seems like you very likely withdrew more than you were entitled to, and it is possible that (according to your transactions history and game logs) you were aware of the technical issues from the beginning
Last but not least - in the meantime, the regulator also decided in the favour of the casino
The casino acted correctly and in accordance with its terms and conditions, and therefore, there is nothing we can do to help you with the matter. The disputed winnings were not won fair and square, as you claimed.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
