On October 18, 2020 i experienced a gaming glitch from Evolution Gaming, I made two bets of $1500 CAD each at the time and I had won both times, my balance was $30,859.25 CAD before I bet which my claim is supported by the chat with evolution gaming below. And after I was not credited the $3000 CAD I had stopped playing and messaged King Billy Casino support team about the software glitch, and that I would want the game logs from evolution gaming to support my claim. One of the support staff messaged me back and said there was no glitch, and still did not provide me with the game logs. When I contacted King Billy Casino support about it they asked me to contact evolution gaming support to find out from them and get the answer. I contacted Evolution Gaming support which I have a screen shot of, Jason said that my balance before I bet $1500 CAD twice was in fact 30,859.25 CAD which is provided below at game# 23:22:41 . Then when I bet the first bet of 1500 which is below game# 23:23:33 my balance was still at $30,859.25 CAD. then I asked him after I bet the 2nd 1500 bet which is game# 23:24:00 what was my balance and he said again that my balance was $30,859.25 CAD. So obviously there was a glitch in the system, I messaged King Billy Support with my proof of the screen shots.
- First image is with chat proving my balances with Evolution Gaming.
-Second image is of game# 23:22:41 bet was $500 CAD and won which gave me a balance of $30, 859.25 CAD
-Third image is of game# 23:23:33 bet $1500 CAD and won, which still gave me a balance of $30,859.25 CAD
-Fourth image is of game# 23:24:00 bet $1500 CAD and won still gave me a balance of $30,859.25 CAD
Now after requesting the logs from evolution gambling they said they sent the all the info to King Billy Casino and the case was closed. This morning I received two emails with the bets of $1500 CAD, and when speaking to support staff from King Billy Casino, George < surname removed >, he sent me these two emails of logs of the two games in question and they are hiding the balances from me, I asked evolution gaming and they said that my case is completed and that contact casino support and George keeps giving me the run around. Also I have proof from a chat with evolution gaming that the bets were not accepted and there was a glitch in the system, but how can that be when the logs I'm providing here shows they have been accepted.
- Fifth image, chat from Evolution gaming that bets were not accepted
- Sixth image, game log bet 1
- Seventh image, game log bet 2
Then I have King Billy Support George, not providing me with the balances on the game logs and I am providing you with an image George sent me of the logs. also he sent me an image that clearly states the logs show what balances were before and after the bets.
-8th Image of disclaimer stating balances
When you read this very carefully it says the "balance figure does not reflect actual players balance” bc I could be playing other games on King Billy Casino simultaneously, and thats why they say that. but I only play one game at a time and only play baccarat with funds I deposit. I also have message from evolution chat that says that as well. “But the result of win/loss calculations based on account balance when obtained when player joined live dealer game lobby"!
It clearly states here that they do have proof of balance when I joined the game lobby, because how else would the chat logs with evolution gaming provide me with the balances. George from King Billy Casino is not providing me with that, in fact he is only providing me with his pdf file of his casino logs. And after numerous interactions he keeps telling me that he has requested more info, and after numerous times asking evolution gaming chat about George requesting more info they have clearly stated that they have closed the case and your casino has the result you've been asking for!
But I think more importantly is this email that I received from King Billy Casino Support staff George, stating in fact there was a glitch and they are going to give me a refund.
- image 9, email from George stating I will get a refund
This situation I experience was three weeks go and have been asking for information which King Billy has not been sending and clearly giving me the run around. I ask you AskGamblers.com please and solve this issue, so that I can clearly get my refund of $3000 CAD.
Niranjan < surname removed >