Nummus Casino - They have compensated their loss at the expense of my winnings

Dear Nummus Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear player,

Recently we had a significant software problem with our sportsbook provider. As a player, you were able to bet on higher odds without any our risk tools was applied. For this reason we have decided to remove our sportsbook service until we replace a different and better sportsbook solution. We reckon we will return with a better sportsbook solution within the next 6 months.

This problem we mention above was also affect your winnings too, as normally we offer lower odds. Even though we know this wasn’t ideal, we have decided to make a refund for every player who has been affected to the problem.

We are removing your winnings and refunding all your deposits as per the below rule.

11.2.  Prohibited activities include but are not limited to: collusion, use of software bugs, and manipulation of games.

Once again, we are very sorry that your recent experience.

Thanks you

Dear @Runeur,

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.

The odds for sports betting were normal, just like everywhere else. They were the same as on other sportsbooks, which can be easily verified on websites like Flashscore or OddsPortal. There were no "higher odds," as you claimed. It appears that you have canceled players' winnings to avoid making payouts. I have provided screenshots of my bets so you can compare them with other odds providers.

Dear Runeur,

Thank you for your response and for sharing your perspective. We completely understand your frustration regarding this situation.

The issue we encountered was an internal sportsbook error that affected the odds calculations on our platform, which led to discrepancies in how bets were processed. While the odds may have appeared normal from a user perspective, our back-end calculations were impacted in a way that was not aligned with our intended offerings.

To maintain fairness and integrity across all players affected by this issue, we made the difficult decision to void winnings tied to this miscalculation and refund all impacted deposits in full. This decision was made in accordance with our terms and conditions, specifically section 11.2, which addresses cases of technical errors and their impact on gameplay.

We understand that this is not the outcome you were hoping for, and we sincerely regret any inconvenience this has caused. Our team is working diligently to implement a more robust and secure sportsbook solution to prevent such incidents in the future.

If you have any further concerns, please feel free to reach out to our support team, and we will do our best to assist you.

Best regards,

Dear Nummus Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Player,

We are pleased to inform you that we have shared the relevant evidence with the team for further review.

Thank you for your patience and understanding.

Best regards,

Dear Nummus Support,

Thank you for your response and for the clarification regarding the sportsbook error. However, I must express my disagreement with your decision to void the winnings.

From a user's perspective, the odds displayed were consistent with those of other sportsbooks, as verified through independent sources such as Flashscore and OddsPortal. There was no indication of a miscalculation at the time of placing the bets. If this was indeed an internal error, it is unreasonable to penalize players for an issue beyond their control.

Furthermore, while you reference section 11.2 of your terms and conditions, fairness should apply to both parties. If the bets had resulted in losses instead of winnings, would you have also voided those losses and refunded all affected players? Selectively canceling only winning bets raises concerns about the fairness of this decision.

I kindly request a reconsideration of this matter and a full payout of the rightful winnings. Transparency and trust are fundamental in the gaming industry, and I believe resolving this fairly would reinforce your commitment to player integrity.

I look forward to your prompt response.

Best regards.

Dear AskGamblers Complaint Team,

Thank you for addressing this matter and requesting further clarification from the casino. I appreciate your assistance in ensuring a fair resolution.

The casino has not provided any concrete evidence to support their claim of a technical error, nor have they explained why only winning bets were voided while losing bets were not.

I am fully prepared to cooperate with this investigation and provide any additional information required. I appreciate your time and effort in ensuring fair treatment for players.

Best regards.

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 Nummus 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.