Beschwerde #164 King Billy Casino

Inadequate handling of a software glitch Evolution Gaming baccarat software

Von niranjan k.

vor 5 Jahren

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.

Sincerely,

Niranjan < surname removed >

Unseriöses Casino King Billy Casino

Grund Software-Aussetzer

Betrag $3000

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

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 King Billy Casino management acted in accordance with their Terms and Conditions.

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.

King Billy Casino

• Representative

vor 5 Jahren

Dear AskGamblers, dear Prince,

We apologize for the delay in answering. Even though our average complaint reply time may be a day or less, there are always complicated cases, where more time and more documents are needed to make a point. Rest assured that we are the first to not want complaints to drag forever.

Regarding the Prince’s case, and after reaching Evolution Gaming, we finally have a written answer, which we quote and will also send as proof document to AskGamblers (and the Prince if he wishes). The mail was sent to the King Billy License Holder Company Softswiss by the Evolution Customer Support Service Desk Specialist:

“Dear Team,
Please accept our apologies, as it was mistake. we have looked into this matter and discovered that the log confused Live support, as the balance updated multiple times and he checked the last update, however, it was showing the amount which was correct at 23:25 UTC when the player had already played the next round as well. We realize that due to this Client was confused and it is indeed unacceptable. We will ensure to assign the CS for necessary retraining to avoid it happening again.
If any questions arise, do not hesitate to contact us.
Best regards,
Na** Ko******* | Service Desk Specialist
EVOLUTION CUSTOMER SUPPORT”

The above mail refers to the dialogue between the Prince and the Evolution Gaming agent Jonathan who made an unfortunate, but of course human, error, regarding the Prince’s balance.

We apologize to the Prince for the inconvenience and confusion caused by all this. Based on the new, above evidence, we would kindly like to have this complaint resolved in our favor.

The King Billy Team

niran

• Kanada

vor 5 Jahren

1. still you haven't responded why George from your support has agreed that in fact there was a glitch that evolution claimed and that I was going to get a refund.

2. also the two separate conversations that I had with Johnathan, which you can tell by the background at the baccarat games the background none of the tables patterns match each other and each game is about 1 hour long proving they were in fact two diff convos! stating that my balances after two bets before the two bets were $30,859,25 and after winning the two bets they were 30, 859.25.

why would Johnathan lie twice on diff occasions, while all his chats are being monitored and recorded. therefore, proving that the audit logs will clearly show the balances before or after each bet. Also because the software automatically know when you get a 0 balance and need to deposit more money, clearly stating that they have access to the balances at the time, and each time before and after bets.

3. I have and evolution member stating that there was in fact a glitch issue in the chat and my bets "should" be investigated!

4. I have provided here proof that glitchs do occur in the evolution gaming software

so can you stop wasting everyones time here because as I can see your usual response times for complaints are a day but for some reason you take 3 days for mine, and continue to avoid pertinent questions and try to drag this on and I really don't know why.

sir I have spent over 50k with your casino I have no reason to lie I am an honest hardworking individual, and when I saw this glitch I reported it to your staff right away, please do what's right!

sincerely,

Niranjan k.

King Billy Casino

• Representative

vor 5 Jahren

Nobody has deleted the Prince’s bets.

Unfortunately, the feature to filter the bets by date is unavailable at the moment. It is currently under development (this is a common characteristic of all 27 casinos of the N1 family of casinos).

Therefore, the feature was not available earlier and the player could check only the last 50 bets without using any filters.

We emphasize again that nobody has deleted the Prince’s bets.

King Billy Team

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