Complaint #89 Golden Star Casino

ALG Oracle 360 Roulette casino

By Cam Vi T.

5 years ago

Message on forum

Hi,

Play ALG Oracle 360 Roulette casino
I play from number 8 and hit number 30 for $10, but I didnt get $360 credit.
round id:242608383 UTC 14:16:45 / 1:16am Melbourne Time 20/12/2020

Balance $3445 and bet $150, if winning my credit balance after winning number 30 should be $3805 but is still $3595. Missing $360 credit.
I did log a complaint, but Goldenstar casino refuse to pay and said nothing wrong from they system. this is after round after round id:241608383. 19/12/2020 at 14:16:02 number 8.

second complaint, not credit.
Play ALG Oracle 360 Roulette casino
Round id: 88608803 UTC 11:31:03 / 10:31pm Melbourne time 24/12/20
Balance: $3935 bet $180, after credit should be $3935+720=$4655 but after winning number 32, still only show $4115, missing $720 credit.

Third complaint:
ALG Oracle 360 Roulette casino
Round ID: 59609233 UTC 10:56:04 / 9:56pm Melbourne Time 29/12/20
Balance:$994 bet $445, wining number 17 $25 bet, $900. $994+900=$1894 this is should be the balance, but is come back as $1439. Missing $900 credit.

4th Complaint
ALG Oracle 360 Roulette casino
Round ID: 66609233 UTC 11:04:17 /10:04pm Melbourne Time 29/12/20
Balance: $464 bet $450, winning number 16 bet $100, $464+3600=4064 balance. But after winning, didnt get the credit and still show $464 on balance.

Goldenstar need to pay me $360+$720+$900+3600=$5580 credit should be in my bank account.

I did make a complaint but they said nothing wrong and refuse to pay me, but this ALG Oracle roulette now recently start having bugs or some software issue/glitch. That's why I take pic for all my bet. Im definitely did bet according to hsitory and bet, but all my bet didnt show on they history, cause they have software glitch issue. Lucky I take pic for all my bet.

Please protect me as a player, and pay back my winning. This is ALG software glitch issue.

Thanks

round id 242608383 UTC 141645 part 2.png

Disputed Casino Golden Star Casino

Reason Software glitch

Amount $180

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Golden Star Casino management acted accordingly.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Golden Star Casino

• Representative

5 years ago

Dear LUCKY 888 and Askgamblers Team,

We would like to inform you, that after the audit on the side of the gaming provider, the situation is following:
There are all bets of the player with round IDs. The only one match was found - round ID 241608383. Moreover, the bet was a winning one - the player got 180 AUD. The winnings were credited immediately and correctly. All the other round IDs were also checked - there are no such round IDs in the LUCKY888's play.

We hope for your understanding and fairness, and we kindly ask you to mark this complaint as resolved.

Thank you for cooperation and understanding!

Sincerely,
Golden Star Casino team

Golden Star Casino

• Representative

5 years ago

Dear LUCKY 888,

After you are provided with proofs from the provider, you will be able to check all the information and make sure that the game flow was not affected by any technical issues.

Be so kind to wait, hopefully, not for much longer.

Thank you for cooperation and understanding!

Sincerely,
Golden Star Casino team

lucky888

• Victoria

5 years ago

Hi,
With the picture proof of before and after bet and even showing my winning number on the table result on picture. Im did not know why you refuse to pay me out.
Only the camera now can show the proof, or the provider know they have a glitch on the software, so didnt provide a camera record, so they not admit is they wrong for having a software glitch and not pay out someone winning.

Golden Star Casino Complaint Stats

Resolved 27 / 27

Avg. Amount $3,125

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

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Link to iPhone playthrough.

https://youtu.be/_SlteiAbbe8

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