Betsafe Casino - Missing funds

RESOLVED
posted on January 26, 2016.

I joined betsafe today because of the wide range of slots. ( although i was only able to play one single slot ) and the site looks pretty slick.

I always make a small deposit first to check out a casino and to see if everything works.

So i deposited € 25,00 and got a 100% match up bonus.
I deposited at 19:34 and as a chat support employee later checked i entered the game Arcader at 19:38.

I lowered the standard bet to € 0,50 per spin and started to play. At arounf the 37€ mark I got an amazing win of 44€ something and my balance was over 70€. I raised my bet to 1,00€ a spin and spinned for 10-15 times. After this the game froze on my phone and i had to reload the game.
When the game started again i got a message my balance was low (0,80€ )after only two spins (at 1,00€). So i contacted support.
I tokd her i just got a big win of 44,00€ on Arcader.
The support agent confirmed this and was very happy for me.
However my balance was removed after the game reloaded and i'm missing 64-65€

After the chat agent checked, checked and checked, nothing was there to be found and although it wasn't clear were the bets were made it was clear that my balance had to be correct.
Of course i told the agent that this isn't correct and that an amiunt if 65-65€ has been removed after the game reloaded...
Again no help.

Even after I explained that it isn't even possible to lose my full balance in the order of time i played. ( it takes about 5 sec a spin, my start balance was 50€, that woukd take around 100 spins or 500 secs at 0,50€ and only if you don't win on any of the 100 spins) however i won on several hands and even 44€ on a big win so i wagered at least 94€ (if the 44€ was the only spin i won which is wasn't) that would take around a 1.000 seconds to lose or over 16 minutes.
Support however checked my total in game time and this was only 8 minutes...

Even after stating the obvious, and explaining that timewise it's not even possible what Betsafe is saying. Chat still said everything looked in order...

I requested a copy of the chat and will add this to the complaint if Betsafe will email the transcript.

posted on January 29, 2016.

Hi joebanjo88,

As I informed you in our private message the case has been sent to the game provider to investigate it further. I will get back to you as soon as we receive a reply.

Best Regards,
Halvor
Betsson Group

posted on February 1, 2016.

Hi joebanjo88,

We are still waiting for the game provider to get back to us. I will inform you as soon as we got any update.

Best Regards,
Halvor
Betsson Group

AskGamblers
posted on February 4, 2016.

@ Betsafe Casino

Any news? Thank you.

posted on February 8, 2016.

Hi AskGamblers,

We've received the game providers response, please find the informatuon and conclusion below.

From the players first spin till the last he played for a total of 8 minutes and 26 seconds. During this time he played a total of 127 rounds and the biggest win during the session was €5.50. Additionally he had a win of €4.20 when his balance was approximately €35. Maybe this win might be the source of the misunderstanding.

At the time he increased his bets to €1 instead of €0.50 his balance was down to €20.05, and there was no win during the previous game round.

All the game play has been correct and unfortunately the player did not at any point win €44.

Best Regards,
Halvor
Betsson Group

AskGamblers
posted on February 15, 2016.

Dear @Joebanjo88,

Are you satisfied with casino response?

AskGamblers
posted on February 18, 2016.

Dear @Joebanjo88,

It is a nice practice to confirm whether your complaint has been resolved or not. Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

Betsafe Casino complaints

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