BitStars Casino - Cheating on my winnings

Dear Michael,

As per our previous correspondence with you, we apologize for any inconvenience that might have been caused. We have established that a bug on the presentation graphics of the slot game you were playing was the cause of this confusion.

By looking at the possible pay-outs (pay-out table) you can clearly see that the maximum pay-out for the symbol is x100. Your bet at the time was that of 0.9 mBTC therefore your winnings resulted in 90mBTC which is in fact what we paid you. The discrepancy that occurred was in fact the win number that was shown which happened to be incorrect.

In the meantime we have also got in touch with our software provider who immediately acknowledged the mistake. When we asked them about this they said and we quote "Softswiss has conducted an investigation of the present issue and we are ready to share the results. The current error occurred in the bonus game, in other words a visual bug took place, which although very unlikely, can happen in rare occasions. As for the game logic - the game itself is completely fair. The winning sum is also calculated correctly. In addition the rules of Bonus Features state that If the ship comes first, the total bet is multiplied by 100, if it comes second, the total bet is multiplied by 10, and if it comes third, the total bet is multiplied by 1. As a result there is no reasonable basis to call this game unfair."

We understand your frustration completely and as you aforementioned, we have credited you with a bonus. In addition we have evaluated what the provider has indicated to us about this game and since they mentioned that although rarely such things may occur, we have acted immediately and taken it down from our system. The game is now no longer available.

Please accept our apologies once again, and we hope the answer is satisfactory.

BitStars Team

Dear @michael.bercier.3,
Is this complaint resolved? Can we close it, thank you.

Dear @michael.bercier.3,
Are you satisfied with a resolution from the casino? It's a good practice to respond to the complaint and state is it resolved or not. Thank you.