Captain Jack Casino - プレイヤーは支払い問題と誤解を招く主張に直面しています。

When playing the new game "Prosperity Pots: Lucky Coins" I hit the lucky coins feature and ended the feature on a x290 award.

The game however credited me $2,8 insead of $58.

I have chatlogs and emails of them trying all sorts of lies to say there was no issue with the payout. Adding rules of the games where they not belong, copy pasting texts with relevant parts missing, trying to claim that I didnt even play any feature and only winnings with adjesent symbols was valid (coins was still adejsent, even if they dont need too)

It took me 3 hours to get it escalated and then I get the email where they suddenly just randomly add a /20 divider to the winnings without stating why.

They are also listing a fake casino license in their terms of service. They have no license.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Captain Jack Casino. I checked the information you shared and the rules of the game here: https://slotcatalog.com/en/slots/Prosperity-Pots-Lucky-Coins

When launching the game and reviewing the rules of the game, I found this:

"Total bet equals the bet multiplied by the game multiplier factor, which is 1/20 of the total bet."

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

• Could you please share the records available to you regarding the game round

Thank you very much in advance for your reply.

Best regards,

Tomas

Interesting. I did not find this rule yesterday when going over the general rules.

But we can tackle this. A divider is not in any way, shape or form, representing a multiplier.

It would, for legal reason, in such case be written as a floating point. (decimal). This would be written as x0,2.

The text you are present me, would be called a divider.

https://en.wikipedia.org/wiki/Floating-point_arithmetic

https://en.wikipedia.org/wiki/Multiplication

Thanks for your response.

Please let me know whether there is any information available to you regarding the parent game round of this game session that would further support your claim.

How do you mean?

Please let me know if there are records available regarding the result of the game round mentioned in the screenshot:

I apologize for any misunderstanding.

Those are the records, but as you can see, total price still adds up to x290. I have no idea as to why it says 0, but maybe because I was at the time, playing with bonus money.

Thanks for your reply.

I went over the details of the case again.

From our point of view, there are no grounds for us to dismiss the explanation from the casino or question the result of the game round based on available information and the rules of the game. I understand this is disappointing, and I hope similar issues will not affect you in the future.

Regarding the license status of the casino, to my knowledge, the fake license designation appeared in our review of the casino even before the complaint was filed.

I was in contact with the representative of the casino briefly and was notified of your game activity, which ultimately didn't have an influence on the outcome of the complaint. Please keep in mind that winnings from free tournaments and/or free bonuses in the casino are cashable only in situations where there was a previous real money deposit.

Winnings from multiple consecutive free tournaments or multiple consecutive free deposits won't be withdrawable.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.