On September 10th around 4:40am I decided to give European Roulette made by Dragon Gaming a try with a new Roulette strategy I had found. My Balance prior to starting the game was just shy of $300. I placed $`155 in chips on the table in a Rumble/ Chamba layout and pressed the spin button. Immediately I received an error message and this message informed me to relaunch the game. Upon Relaunching the money I had on the table was not returned to my balance and when I went to look at the Hand History there was no spins on that report. Because of this, I am having a difficult time with customer service getting a refund for the wager that was never played, only staged.

Dear CleverDingus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to [email protected]?

Meanwhile, please check our article explaining "How slot machines are programmed" http://www.kpvfaw.com/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you very much, CleverDingus, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear CleverDingus,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue. In addition, could you please advise if you’ve received any new information from customer support?

I would like to invite Wild Casino to join this thread.

Dear Wild Casino,

Has there been any new progress in regards to the investigation of the issue? Please forward any relevant evidence to my e-mail address [email protected].

They are claiming that they cannot find the game round ID. I tried to explain that right after the error occurred I went into the games history section and did not see any round IDs displayed. This would have been my first ever spin on Dragon Gaming European Roulette. That being said they should be able to access my transaction history (which I am requesting they provide me with in the name of transparency) and see $155 seemingly disappear without a game round ID attached to the loss.

Dear Cleverdingus,

I will look into this issue for you.

Regards

Wild Casino

Thank you, Wild Casino, for the reply. I’m setting the timer for 7 days. We’ll wait for further updates from you.

We would like to ask Wild Casino to give us an update on the status of the investigation of the issue. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Good day,

Our Customer Support have reviewed the provided game ID both internally and with Dragon Gaming and unfortunately it does not exist.

 They have also checked your transactions, and in most cases, when a customer has experienced issues on our end whilst playing, the deduction from the customer’s account, used to place the wager, would be internally detected.

 Having said that it was decided to credit your account with a $50 goodwill gesture credit, which is based on your overall deposit, lifetime payouts and average losses/wins in casino.

 You were also informed about this via email, on the email address registered in your account.

Regards

Wild Casino

I dont understand how it is possible for you to not see $155 deducted from my account. I know the error would not change my transaction history from before Its occurrence so I have to assume no actual leg work was done in this investigation. I would like to request a copy of my transaction history. In the name of transparency and fair gaming you should have no problems providing me with this information. I appreciate your gesture of a $50 bonus… but that is still $105 short of what the error took from my balance that would have been available for withdraw with no playthrough attached.

Thank you, Wild Casino, CleverDingus, for your replies.

Dear Wild Casino team,

I’d like to kindly ask you to provide the relevant game/transaction histories to prove your claims. You can forward the information to my e-mail address [email protected].

Dear Andrej,

I will request these from the casino tech team.

Regards

Wild Casino

Thank you WildCasino! Thats what I was trying to explain about there not being a game ID for the round. My first reaction was to locate the game round ID. I saw that there was none in the history screen within the game. This whole experience has been really frustrating. I decided to start using a screen capture video recorder from now on when I play at any site because this is not the first time I have experienced an error of this nature on not just your site but several others. A perfect example is before you guys had Ultimate Blackjack 2 (I am still confused as to why the only way to access this game is through the link at the bottom of Blackjack Tournament) stable, the game would crash after a few hands with a server time out error and whatever money was on the table wagered was lost because the hand did not complete before the error occurred. I am sure you guys want to know about these types of errors so you may correct them, so from now on I'll have my screen capture video recorder running anytime I play so I can help you guys identify these errors. Regardless, I really appreciate you guys making this right.

This case has absolutely been resolved to satisfaction. The $155 was in my balance this morning, but they also gave me the $50 credit a week ago while we were waiting.

Thanks to all parties involved. I really appreciate everyones time and efforts.

CleverDingus

Hey Corey,

That is highly appreciated, I will send you an email from my personal email to the email address you have registered with our brands so in case of any findings, you can get direct access to me and I can refer this stuff to the casino team, it's highly appreciated and I am extremely happy we managed to turn this case around positively.

Best Regards

Wild Casino

Thank you, Wild Casino, for your cooperation and for the gesture of goodwill.

And thank you, CleverDingus, for your patience and for using the Casino Guru resolution center. I’m very glad the issue was resolved to your satisfaction.

As the casino paid the disputed amount despite the fact that according to available evidence, the issue was not on their or the game provider’s end, we will mark your complaint as 'Resolved – Generous casino' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, www.kpvfaw.com