Novedades
Novedades

Betsafe Casino - Paying customers needs a more fair environment

RESUELTA

Información sobre las quejas

Casino en conflicto

Betsafe Casino

Cantidad

$ 75

Retsech07 British Columbia
Publicado el 26 de octubre de 2021

Last October 15, 2021, I was playing the new game Chronicles of Olympus X Up. I was betting normally at a stake of $1.50 before deciding to go for buy bonus of $60 for three times in a row which gave me winnings of $60, $48 and supposedly $120.50. However, I’ve noticed that my remaining balance is not right. So I went to my activity page, there I’ve noticed that I was charged $150 stake instead of $1.50 in one round. And on my third bonus buy instead of getting $120.50 of winnings they only add $10 on that round. I was missing $259 in total of the stake and bonus combined. So I’ve reported it on the 24/7 online chat support and they gave me a case number.

On their activity page you can clearly see that if it is a normal bet without winnings, it will show you the stake size and the “BET”.

On the other hand, if you won something from a normal round or a bonus buy it will show you the exact amount of winnings as well as the word “WIN”

Moreover, the Maximum bet size for the game (Chronicles of Olympus X Up) that I played is $21.

There is no $150 bet size on that game that’s why I thought it was a glitch or some kind of technical error.

I attached a screenshot of the bet sizes on the game I played as well as the activity page but I was given a false response from them. The support team insisted that I bought a $150 buy in bonus game and that I won $120.50, then where is it? Why is the $120.50 not visible on the activity page and was replaced by $10 of winnings. I told them that they could review and even replay the bonus game but all my efforts of telling the truth and also my time was just wasted not getting the right answers from a whole support team.


Moreover, last October 20, 2021. I was playing 5 Lions, got a bonus game and won $75 but again not added on my account. I was given a case number but until now I haven’t got any updates from them.

I hope all paying customers get what they deserved.

I’ve attached screenshot from Betsafe’s activity page and the stake sizes for Chronicles of Olympus X Up.

I also got a screenshot of the history page for 5 Lion which I haven’t got any response until now.

Thank you very much

Publicado el 28 de octubre de 2021

Hello,

I am sorry to hear that you have had a negative experience while playing in our Casino. I would like to respond by clearing out some confusion in regards to the aforementioned game rounds.

Firstly concerning your game round with ID 17396_1430 from October 15.
In this game round, you won 8 free spins by getting 3x Scatter symbols on your reels during your spin. When triggering free spins, you get to play with your initial wager with a multiplier which depends on the amount of Scatter symbols you have collected previously during your game play. There is also an Upsizer function within this slot where you can purchase a higher bet multiplier for a predetermined cost. In this case, you chose to play with 10x mutliplier at a cost of 150 CAD. Once selected, you had to once more confirm your choice where you were once again informed about the price of the spin which you had selected, and you had the option to go back or proceed. You chose to proceed with your wager and bet 150.00 CAD in your spin. This 10x multiplier would then apply to each winning you got while playing with those free spins.

Your winnings while playing these free spins were accordingly (calculated with the 10x boost included):
Free Spin 01: 0.00 CAD
Free Spin 02: 2.50 CAD
Free Spin 03: 0.00 CAD
Free Spin 04: 0.00 CAD
Free Spin 05: 60.00 CAD
Free Spin 06: 0.00 CAD
Free Spin 07: 0.00 CAD
Free Spin 08: 0.00 CAD +2 Free spins (From getting 2 scatter symbols on your reels)
Free Spin 09: 48.00 CAD
Free Spin 10: 10.00 CAD
Total: 120.50 CAD

Added together, this generated 120.50 CAD. However, the funds were added as soon as you won them from each free spin for this particular game, not in a bulk sum after the game round was completely over. This means that you see the 120.50 CAD in your transactions list as 4 separate winnings which together adds up to 120.50 CAD in total.
Taking this into consideration, I can confirm that the game round was played and settled correctly, and that all winnings were successfully credited to your game round.


Concerning your second disputed game round with ID 5236493964417 from October 20, I can see that the game round together with the free spins should have had a 75 CAD pay out which unfortunately was never credited. We have contacted our provider concerning the missing winning, but we have unfortunately not yet received a reply. As a gesture of good faith, I have proceeded to forward the query to our Payments team to credit the funds to you ahead of the provider confirmation, and they should be credited to your Betsafe account shortly, if they have not already by the time you read this.

I hope this helps clear out any confusion concerning the two disputed game rounds and I wish you a wonderful day.

Kind regards,
Pierre

AskGamblers
Publicado el 28 de octubre de 2021

Dear @Retsech07,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Retsech07 British Columbia
Publicado el 1 de noviembre de 2021

Thank you very much, I am happy with the response I’ve got from Betsafe. I clearly understand what happened now. Thank you Pierre an more power to Ask Gamblers Team!! Cheer!

AskGamblers
Publicado el 1 de noviembre de 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.