Deux Posted November 19, 2019 Share Posted November 19, 2019 Hello, I was playing on Casino Bucharest Roulette and the ball got on my number, although the people from there did not consider it and started to spin it again. This thing was recorded of course, it was today between 4:20 and 4:23PM GMT +2. The numbers before my number were 16 and 16. There is of course a recording of that, I would like to take my win or at least my betting money back. Thank you! Link to comment Share on other sites More sharing options...
RayL Posted November 19, 2019 Share Posted November 19, 2019 Hi @Deux, welcome to the Community :) Thank you for contacting us first of all, personally I don't have access to the video logs to see what exactly happened but we're more than happy to involve our Casino Expert in this one. The details provided should be more than sufficient to investigate and I've created a case so this can be looked at for us. I'll keep my eyes on a reply and inform you here in this thread as soon as an answer is received. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Deux Posted November 22, 2019 Author Share Posted November 22, 2019 Hello Ray,Is there any update on my request?Thank you! Link to comment Share on other sites More sharing options...
RayL Posted November 22, 2019 Share Posted November 22, 2019 Hi @Deux, no update received yet, I've sent a notification to "shake the tree" a bit on this for you and see if we can speed things up a bit with the provider. Sorry to keep you waiting. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
RayL Posted November 25, 2019 Share Posted November 25, 2019 @Deux wrote:Hello, I was playing on Casino Bucharest Roulette and the ball got on my number, although the people from there did not consider it and started to spin it again. This thing was recorded of course, it was today between 4:20 and 4:23PM GMT +2. The numbers before my number were 16 and 16. There is of course a recording of that, I would like to take my win or at least my betting money back. Thank you! Hi @Deux , I received an answer from the provider and I'm scratching my head a bit over this. They informed us that you started playing Bucharest Roulette on 2019-11-19 from 08:50:06 UTC till 16:31:25 UTC you participated in 308 games in total on that day, however at that particular timeframe provided, there is no activity on your account. Would it be possible for you to have a closer look at your Casino History here and provide me with an exact round where this error you think happened? Apologies for the back and forth or if we missed something./Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Deux Posted November 26, 2019 Author Share Posted November 26, 2019 Hello Ray,I am afraid that can't be possible. Like I said, it was right after a double of 16 at around 4:20 and 4:25, I placed my bet on 31 and the "dealer" spinned again, I had my bet placed on 31 and the number was 31, the dealer took the ball fast from the table and switched places fast with the next dealer. Although my money was still on 31, I couldn't switch my bet for some reason nor retrieve my money, my money was stuck on the same number for two different spins, I don't think that is correct... Please get the right to watch the replay and you will convince yourself. Of course they did not record my bet cause that is the reason of my post. :)) I am ready to involve legal measures if this isn't solved.Have a nice day Ray, I am waiting for your answer. Link to comment Share on other sites More sharing options...
RayL Posted November 26, 2019 Share Posted November 26, 2019 Was this on the 19th between 4:20 and 4:25 when you posted @Deux? Just making sure I have the dates right. Former Community Moderator Link to comment Share on other sites More sharing options...
Deux Posted November 26, 2019 Author Share Posted November 26, 2019 Yes Ray, exactly on the day I posted. I play on a regular basis on your site and this is the first time it happened. Link to comment Share on other sites More sharing options...
RayL Posted November 26, 2019 Share Posted November 26, 2019 Allrighty @Deux, I'll dig into it myself and try to help you out the best I can. Stay tuned and thank you for your patience. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Deux Posted November 28, 2019 Author Share Posted November 28, 2019 Hello Ray,I think I waited long enough, as now I am requesting to get my win money, which is 180 RON. The money will be used to play the roullete, in any case, the money will get back to you one way or another. :)) I don't know if you watched the replay or not, I honestly wish you did or will do. Best regards, Deux. Link to comment Share on other sites More sharing options...
RayL Posted November 29, 2019 Share Posted November 29, 2019 Hi @Deux, just received word back from our provider and they indeed managed to locate the round in question. Here's what happened, based on the roulette rules, in order for a round to count, the ball needs to make at least 3 revolutions around the wheel and only after that fall on a number. In this case, the 3 revolutions didn't happen, which is why all the bets were reserved for the next round, which actually took place.Furthermore, we had a look at the actual outcome of the round which needed to be spun again, obviously, it wouldn't be fair if this happens and the ball falls on your number, in those cases we can try and issue a goodwill prize. However the outcome of the actual round was 13, not 16 which you've placed your bet on and under these circumstances, it does not qualify for a refund.Sorry for the time you had to wait for a response and for the initial confusion around your spin, for that I've added you a symbolic apologie bonus.I hope you find this resolution a fair one/Ray TableGame ID Game Start Time Game OutcomeTransaction ID Bucharest Roulette15d896334b2a5c179245123f2019-11-19 14:20:16 UTC13 Black573027350705416415BetAcceptedPayoutPlayer net 16 Redlei 5.00lei 0.00lei -5.00 31 Blacklei 5.00lei 0.00lei -5.00 Totallei 10.00lei 0.00lei -10.00 2 Former Community Moderator Link to comment Share on other sites More sharing options...
Deux Posted December 2, 2019 Author Share Posted December 2, 2019 Hello Ray,I am unable to see the "bonus" you talked about. Can you please be more specific?Thank you. Link to comment Share on other sites More sharing options...
RayL Posted December 2, 2019 Share Posted December 2, 2019 I've activated it for you now @Deux, it's on the account :) Former Community Moderator Link to comment Share on other sites More sharing options...
Deux Posted December 2, 2019 Author Share Posted December 2, 2019 Thank you Ray!Have a nice day. :D 1 Link to comment Share on other sites More sharing options...
Recommended Posts
Please sign in to comment
You will be able to leave a comment after signing in
Sign In Now