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Bovada Casino - Will not help me with obvious software glitch on A Night With Cleo slot

RESOLVED
Complaint Info
Disputed casino Bovada Casino
Reason Wrong calculations
Posted on July 29, 2019

As this post's title states, Bovada Slot Did Not Pay Winning Amount Correctly...
On June 13, 2019, I was playing the slot game, A Night With Cleo at Bovada for $2 a spin when I hit a HUGE winning combo. The seconds awaiting a few hundred dollar win to payout turned into .60 cents. I took a screen shot of the spin..winning spin combo is located on the last line. (PLEASE REFER TO IMAGE BELOW).
I have contacted Bovada immediatly by phone, emailed the screenshot as directed by the phone rep. Bovada responded by email stating,
"A review of the screenshot you provide shows that you were correctly paid out. Since you only had one winning line. Please review the game rules to view the pay table and paylines...."

I emailed back and asked to please explain how it paid out correctly when the bottom line shows a spin that would equal a big win, not .60 cents. Bovada responded stating....
"We apologize for any misinformation provided in our last inquiry, in regards to the payout line in your screenshot.
We can confirm that we weren't experiencing any technical issues with our website on June 13th. We've reviewed your screenshot, but when looking into spins, we always look at what is registered in our system. We found your spin in our back-end system and confirmed you were paid out correctly...To prevent technical issues on your end, we recommend you try the following troubleshooting steps:"

Bottom line is...how can Bovada automatically declare themselves free of any blame, or responsibility in this particular matter when I have the real-time screenshot as proof?

Posted on July 30, 2019

Just to add that I was recommend to upload the slots paytable and paylines to help in the process...please see attached images. And thank you again for helping me.

Posted on July 30, 2019

Look what happened playing same slot yesterday.....

Posted on July 30, 2019

The bottom line here is that this spin was a big win,, which is so rare for players to hit...for this o happen is a total bummer.

That is why I am so disappointed and frustrated that Bovada won’t even meet me in the middle for example giving me $100 bonus with a one time play through as a compensations right such.

As warned on this website....Bovada is not regulated by a gaming commission, nor is their RNG certified by a third party. This makes all the difference in situations like these because the player has no one on their side to mediate disputes such as this and reach a fair outcome.

Posted on July 31, 2019

Hello KCC17,

We can definitely understand the frustration this caused you when seeing the spin come out as it did and not being paid for it.

We do see that you were in contact with a Supervisor yesterday and a resolution was provided to your satisfaction.

If there is anything else we can address for you, let us know.

Regards,

Bovada Service

AskGamblers
Posted on July 31, 2019

Dear @kcc17,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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