1xBet Casino - プレイヤーのジャックポット賞金は没収されます。

Dear Casino Guru Team,

I am writing to seek your assistance with an unresolved issue involving 1xBet. Despite providing substantial evidence and following up multiple times, my jackpot winnings from December 31, 2024, have not been credited to my account.

Details of the Issue:

Casino Name: 1xBet

Game Name: Dragon Trio (Bonus Game)

Date of Incident: December 31, 2024

Winning Amount:

Grand Jackpot: $1250 (not credited)

Other winnings (Mini, Minor, and Major amounts): Credited successfully.

Issue Description:

During a bonus free game session, the game experienced technical issues (likely due to poor internet connection). I exited the game don't remind exact time but guess within 10:30-11:00 pm time of Nepal because just after that I had chat in 1xbet live customer support I check that chat and guess the time was almost this one or need to check from 5 - 12 pm hours before to continue the session. During this session, I hit the grand jackpot of $1250, along with other winnings.

While the smaller winnings (Mini, Minor, and Major amounts) were credited to my account, the grand jackpot amount of $1250 was not.

I have attached photographs taken during the session, which clearly show the jackpot win. These photos were taken from a separate device due to ongoing technical issues with the game.

Dear Dineshkarki,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward your game history to [email protected] and provide further evidence confirming your claims? Please highlight the exact time of the incident.
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email, or post screenshots here

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.

Thank you very much in advance for your reply.

Best regards,

Tomas

Subject: Thank You for Addressing My Jackpot Issue

Dear Casino Guru Team,

Thank you for considering my uncredited jackpot issue and for asking me to provide evidence. I appreciate your prompt response and the support you’ve extended in this matter.

I will gather and email the necessary evidence to the specified address shortly which you have provided . Please let me know if there is anything else I should include.

Thanks again for your assistance.

Best regards,

[Dineshkarki]

Please consider the issue regarding Notes:As there was technical glitch that was frequent so after getting the bonus game I exit from that game and play in other slot so I don't know accurate time although I had chat with support team I guess I got bonus game in between 10:30 -11:00 pm time of Nepal and return again in dragon trio bonus slot to get my bonus game after 11:30 pm time in Nepal and won the jackpot along with other mini,minor and major amount [while won there was still free game left ] ,but there was still technical glitch frequently and again I talk with support team but after bonus game finishes other amount except grand jackpot amount already credited in my 1xbet account

Dear,casino guru team

Thanks for considering my uncredited winnings issue as i can't upload all the evidence here showing exceed I will send other all the attachment through the email provided by you .

Thanks with regards ,

Dineshkarki

Thanks for your patience.

I went over the evidence, however, there is no conclusive evidence the grand jackpot was ever activated. I checked the rules of the game and the screenshots altogether, however, there is no guarantee the result of the rounds means the grand jackpot is awarded as a result. From my understanding of the feature and based on the screenshot of the ongoing game it's impossible for us to argue for the casino to pay you any extra prize.

If you believe the result of the game rounds should be investigated further I would recommend you contact the game provider directly and ask for them to investigate.

Please let me know if there is any information I haven't considered before I close the complaint.

Subject: Explaining the Evidence Submission for Uncredited Jackpot Case more clearly with detail pointwise explanation

Dear Casino Guru Team,

Thank you for your response and consideration regarding the uncredited winnings issue.

I hope this email finds you well. I am writing in detail about the uncredited issue of jackpot issue concluding the pointwise evidence that will be more helpful for you to fight for the justice.as I already have send you all the evidence in the email provided by you .as there was frequent technical glitch in the dragon trio bonus game slot after I got trio bonus feature that can be clearly shown in the photo I have taken I just leave that slot and played in other online slots and after I finished my money I again return in that slot to get my free feature bonus and that time my amount was only $0.03 and while before I was playing the bet was $0.25.

Points that will clearly explain I triggered jackpot

* While triggering grand jackpot almost time winning of other prices is common and to win we need to collect alphabet Gran already was there you can see in the photo I had sent you there is only one alphabet d is left to collect that was collected later in the another photo you can compare

*As before I told I later went in that slot to get my free game and concluding that time my amount was $0.03 left and if you check the photo I had sent you where the amount showing $146.63

*As on the date 31/12/2024 the value of $146.66 in nprs is 20086.37 but as I had send email about uncredited jackpot winnings to [email protected] they are agreeing the amount of NPR's 20686.37 is credited that is $149.25 the photo which I have send you can see there is $146.63 won and other left amount I won after the jackpot with other award are already won that shows which photos I have sent you after that also have free spin left

*Out of the three photos I have sent you if you check properly the winning lines are different

considering all the thinks it's clear my jackpot winnings amount is not credited something unfair have been done by casino or local support team I don't know so if possible please help me to investigate properly with fair or connect me to the responsible investigating department to solve my uncredited jackpot issue.

Thanks with regards 

Thanks for your reply, and explanation.

• Could you please share a screenshot of what winnings were recorded in your gaming history?

You wrote:

 [email protected] they are agreeing the amount of NPR's 20686.37 is credited that is $149.25 the photo which I have send you can see there is $146.63

I went over the communication, however couldn't find this mentioned.

• Has the casino shared the conclusion of the investigation with you? Could you please share it with me as well? I apologize for the inconvenience.

Dear,

casino guru team

As I have chat with 1xbet support team

They asked me to send in detail format about my uncredited jackpot winnings amount and asked me to send all the details my account id my phone version amount etc in the format they had sent me after I followed and send all details they have asked after 3-4 days in reply they said my winnings amount 20686.37 that is already credited but they didn't go through investigation nor suggest they will investigate but the winning amount I was talking about is grand jackpot that was won which can be clearly seen in photo that already collected all the alphabets GRAND,MAJOR,MINOR AND MINI and there is still free spin left( 2-3)that clearly explains I had hit grand jackpot including other award which clearly tells either casino or [email protected] is doing unfair to give my grand winnings amount I will send you photo which you have asked and I have already send other chats and photo in the email which you have send me please go through that evidence also

Thanks with regards

Dear Dineshkarki,

After reviewing your case, we concluded that we are unable to assist further. The calculation of winnings is handled by the game software, and any discrepancies should be addressed directly with the game provider. From our limited point of view, we are unable to conclude the Grand Jackpot should have been awarded.

The results on the game provider's server are imperative for determining the payout, and without sufficient evidence, we are unable to confront the casino.

If you wish to pursue the issue further, we recommend that you contact the game provider to investigate based on the game round IDs.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

Best regards,

Tomas