BETANDYOU Casino - エラーによるプレイヤーの払い戻しが遅れています。

This is not the same complaint as the previous one. This is the part that was not adressed, I would kindly request for it not to be deleted.

Several errors in the software/games, resulted in me losing my stake without even playing the game. Support recognize the error at 1st, promised a refund, but none was ever processed.

After that, all the other errors were ignored, and no refund were ever processed, even though support says Errors on the game will be Voided and refunds due.

Hello Gambler123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

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.

Regards,

Nick

Dear Nick,

I do not have my game history in Excel format. The casino also doesn't attend any request, so I don't think it is possible. Either way, I will send the communication i have with the casino, as well as the screenshots for the Errors, where the error is clearly visible.

Please advise the exact time of the incident.

The game does not allow me to check records from over 1 month ago. I don't know the exact date, but most of the errors occured during February to May. Especially in Late February, early March and May.

I can tell you that the 1st time I contacted support regarding the issue was on the 26th February. By now, I had encountered the error a couple of times and I noticed that when I pressed OK, the game would disconnect and the stake wasn't refunded. That's why I started to take screenshots every time there was an error.

I received the message 3 times, "Establishing connection", and afterwards the error popped up, i pressed ok and the game disconnected. When i tried to join the game again, if i wanted to keep playing, i needed to start a new round. I didnt receive the stake back after the error.

You can also see, that the casino told me, they would return the rounds or the stake in 48Hours. This never happened. After this, every time I had an error and asked the support for help, they always said, they were not liable for errors, and there would be no refunds.

Best Regards

Dear Nick,

BetandYou decided to close my account In order to not allow me to collect any evidence...

I am unable to log in. I have tried countless times. I don't know what else to do. I can only share what I already have in my phone.

Hello Gambler123,

If there is no evidence to support the issue, unfortunately, there's nothing more we can do, especially considering the amount of time that has passed since the incident. The errors you experienced may have been caused by connection issues on your end, and without evidence to prove otherwise, we are unable to assist further in this matter.

We recommend reaching out directly to the game provider or the casino's licensing authorities for additional support.

Is there anything else we can assist you with?

Regards,

Nick