CryptoBoss Casino - Гравець скаржиться на раптову зміну правил.

I was a participant in a tournament this casino was holding.

Just before the tournament ended, the casino excluded certain games from the point calculation.

However, the casino retroactively adapted its rules and as a result my points dropped dramatically and I lost a lot of rankings.

It should be common sense that the new rules apply only after the rules have been modified.

This tournament is one month long,

rule modifications should originally be done before or right after the start.

The casino failed to do so, did not contact me at all during the tournament, and suddenly changed the rules retroactively just before the tournament ended.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you confirm whether you received the tournament rules via email when registering for the tournament?
• Additionally, could you provide details on how and when you became aware of the unexpected rule change?
• Lastly, has the tournament concluded at this point?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I did not receive this in the mail. Instead, a page exists that describes the rules of the tournament.

https://cryptobosscasino30.com/kolesa-ot-bossa

The rule change was made just before the tournament ended.

(However, there was no announcement. I was informed after I noticed something was wrong and contacted the casino.)

The tournament ended at 12:00 UTC on the 15th.

The start date is September 15.

Originally I was in first place, but the casino corrected the points just before the end.

This is my ranking on Oct. 8, one week before the end of the program.

This is the current ranking. You can see that my points have been unusually reduced.

Briefly, the casino moved the machines I was playing from slot games to table games.

(However, there is no such genre in this casino. It's just a framework in the casino's mind.)

Since this tournament was limited to slot games, it is still understandable that I would not receive any points immediately after the rules were changed.

However, the casino applied it to play up until the rule was changed.

I am sorry, but your past statements make you unreliable.

I would like you to change the person in charge before forwarding the email.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello andandjonnyx,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Hello andandjonnyx,

It appears that the casino is unresponsive.

Could you please inform me which game you played? We've encountered a similar situation before (different complaint), where the issue was related to a technical glitch in the game you played, resulting in it awarding x times more points than intended. In such instances, the casino reserves the right to rectify the results. However, without cooperation from the casino's side, I am unable to investigate the matter.

I played 100 bit dice of relax gaming.

The casino initially treated this game as a slot game,

I played that game because there was no problem with the rules.

However, the casino was in the final stages of the tournament,

treated the game as a table game,

and all my points were lost.

However, there is no such thing as slot games or table games in this casino. It is all a classification in the casino's mind.

For users, they can only believe that playing a game and earning points = it is a slot game.

Many casinos treat this game as a slot game, and it is impossible for the user to recognize that it is treated as a slot game due to a glitch.

The casino added so-called excluded games that no longer accrue points in the middle of a tournament, but this game was not among them either.

Also, the points for playing that game until it was excluded not have been lost.

I believe that the act of modifying the rules without notifying the players of the rule change, and then having the points disappear, is inconsistent and unfair compared to the previous responses.

For example, the casino forgot to list certain games as prohibited games for bonus use.

The system was originally designed to prohibit play when using a bonus, but that setting was also omitted.

The user played that game with the bonus and requested a withdrawal.

I do not believe there is any justification for the casino to claim that a technical glitch was the cause and forfeit the winnings.

I believe this case is similar to that.

Dear andandjonnyx,

I regret that I am unable to assist you without an explanation from the casino. I believe the best course of action in this situation is to close the complaint as unresolved. Hopefully, the casino will take notice of the safety index drop and respond promptly. Until then, I am unable to offer further assistance.

I understand. The amount of damage this time is 2200,000 rubles, or about $25,000.

Please grant oversized black points.

We will contact the casino and license based on that.

Unfortunately, we must close this complaint as unresolved.

Dear casino representative, please reopen the complaint when you are ready to explain what happened.

We’ve reopened this complaint at the request of CryptoBoss Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello, dear representative of CasinoGuru, and andandjonnyx!

We’re really sorry for being late with the clarification of the case.

Apparently the user misinterpreted the situation to you. We’re speaking about violation of point 5 Tournament’s T&C, that hasn’t been changed during the tournament. Point 5 was saying that only slots are counted to accumulate tournament points.

Before the end of the tournament we were obliged to make checks to make sure that none of the players were those who used technical glitches, special software or any other technical malfunction. Only in the course of such checks, or if the player reports it himself, we take action, which is what happened and the user was provided with detailed information via email on 15.10.2023 explaining the situation.

It was noted that the points accumulated through a technical glitch were written off, as the game (100 Bit Dice), in which the user got most of his points, is not a slot game, but a table game according to the official information published on the provider's page (Relax Gaming).

We as a casino, for our part, have always followed this information. In response to the notification that the game was not a slot and points were written off, the player started referring to other casinos' policies regarding this game and that we had placed the 100 Bit Dice game in the "slots" section, even though our casino does not have such a category at all.

To conclude, the rule we’re referring to remained unchanged from the beginning to the end of the tournament, so it cannot be claimed that we have changed anything regarding this case retroactively. When we noticed the glitch of points accumulated in the game from the prohibited category we directly contacted the player.

Regards, your CryptoBoss team

The important thing is that the casino has always treated 100 bitdice as a slot.

(Points were earned through play.)

I believed it and played it all along.

I don't believe it was a malfunction at all, and the casino never mentioned anything about it until the end of the game.

I am furious that they are accusing me of violating their terms of service.

Also, no policy of following 'official information' was communicated in advance.

There shouldn't be a section in the slot information that exists in the provider that says games not available for bonuses, but does the casino follow it?

As long as there is no category of slot games and no category of table games, as the casino says itself,

It is futile to argue about whether or not they are "slot games."

The casino has made no announcement about the fact that it has suddenly treated a game as a table game when it has been treated as a slot game at least for this tournament.

"without any notice of this."

"You use the convenient concept of official information at a later stage."

The casino is at fault for many of the above,

It is wrong to put the responsibility on the users.

I lost a large amount of money and time, as well as the opportunity to properly participate in the tournament, despite the fact that I was not at fault in any way.

(It was impossible to rewind as the points were suddenly reduced just before the end of the game.)

I will never forgive a casino that claims to have violated the Terms of Service without any apology or compensation.

For example, the casino forgot to list certain games as prohibited games for bonus use.

The system was originally designed to prohibit play when using a bonus, but that setting was also omitted.

The user played that game with the bonus and requested a withdrawal.

I do not believe there is any justification for the casino to claim that a technical glitch was the cause and forfeit the winnings.

I believe this case is similar to that.

Dear andandjonnyx and casino representative,

We will discuss this matter at our internal meeting on Wednesday, so please be patient in the meantime.

In this instance, we must also take into account that andandjonnyx is not a casual player and specializes in tournaments and potential loopholes in the rules or technical vulnerabilities. While this is beneficial for testing purposes for the casino, we can hardly accept the argument that he was unaware of the situation.

At least I understand the rules and participate in the tournament.

We should not be blamed for using our skills and knowledge within the rules.

I understood the tournament rules and found 100bitdice in the list of slot games.

Understanding that the tournament rules favored this slot game, I played it.

(Of course, I was also convinced that the casino was treating it as a slot game, as it reflected the proper points.)

It has nothing to do with whether I am a casual player or not.

(At least the license shouldn't care about that)

Didn't the casino make an ambiguous statement in their terms and conditions?

This tournament ran for a month, was there any problem with the casino's timing in responding?

Were they notified in advance?

These are the areas that need to be discussed.

In addition, there is a different glitch in this tournament than the one we have on the agenda, which the casino did not fix until the last minute because of the very large number of targeted users.

(I asked in chat in the first half)

It should not be justified to confiscate my points only because of the small number of eligible players.

There are many casinos that treat 100bitdice as a slot game, so there is no way that I 'played with the knowledge that it was a glitch'.

(If anything, I believed they were treating it as a slot game because I played it at various casinos.)

Of course, since I am not an esper, it is impossible for me to read the mind of a casino that "follows the official information of the proprietor".

Thank you, we will wait for your decision.

It's unclear to us what the player is basing his claim that we have always treated the game as a slot, because it's not in the slots category, there's no indication that it's a slot and its mechanics are clearly different from the mechanics of slots, and since all other games in this category have been excluded, it's obvious that a game in a prohibited category should not have given points.

The player accused us that we changed the rules during the tournament and excluded his particular game, but you, dear representative of CasinoGuru, can see that this isn't true and we are talking about a banned category and one game from this category that from the very beginning should not have brought points.

So the way we see the situation right now is that the player found the glitch and decided to abuse it without informing us, so that in the end he can claim that the game is a slot and demand unfair winnings. Of course we couldn't announce that this game was not a slot, because it was never and is never considered a slot, and for the same reason we didn't know it was earning points, so the player was immediately informed upon checking that it was detected to be accumulating points from a game that technically shouldn't be doing that.

We were obliged to verify the scores and did so according to our internal procedures.

Regards, your CryptoBoss team

The casino does not have a "slot game" or "table game" category in the first place.

Even if "Card", "Live", and "Instant"as table games,

Surprisingly, the casino still does not include 100bitdice in that category.

As long as the casino did not create the category 'slot games' in the first place, it has no right to mention whether they are slot games or not.

How can a user know if a game is treated as a slot game in a casino with such a vague classification?

(Even roulette can be viewed as a slot game where a certain percentage of the bet is doubled or multiplied by 36.)

Because I could not figure out which ones are treated as slot games,

I played multiple games to see if they were earning points.

I found that 100bitdice was set as a slot game in this tournament, so I continued playing.

As you can see, the casino has no intention of apologizing at all.

It is up to the casino to decide how to handle the genre of the game,

without understanding that this casino's common sense is not common sense,

without understanding that "The user cannot determine whether the game is faulty or not, because there are many casinos that treat this game as a slot game,"

They are applying that common sense to their accusations against me.

This amplified my anger.

If you say it is a technical glitch, please apologize to me and give me back the money and time I have spent on this tournament.

It is not reasonable for you to confiscate the profits of the users due to the glitch and leave the damages incurred by the users untouched.

What is needed to prevent these kinds of problems should be a set of terms of service and game categories.

The casinos that continue to make that ambiguous have no right to accuse me of that.

There was also a glitch in the tournament regarding the "minimum wager".

However, the casino left this until the last minute.

(I have talked about it in chat and the casino has responded that they don't intend to fix it)

The casino did not fix the glitches that had a large impact,

I don't see how a casino that has not fixed a major glitch can justify forfeiting one user's points for fixing a glitch.

Dear andandjonnyx and casino representative,

We apologize for the delay in our decision.

After reviewing the complaint, we have determined to support the casino. While we acknowledge the absence of game categories, we advise the casino to clarify their rules for future reference. Nonetheless, we affirm the casino's authority as a tournament organizer to make corrections when necessary.

But I am consuming both money and time.

The casino has not apologized to me at all, which is very annoying.

I would like to be compensated for that at least.

The casino should admit their fault and apologize to me and calculate my loss.

I want you to understand that I am in the position of having lost money and time because I was cheated by the casino.

Do not encourage casinos to make money through glitches.

(Probably lost $1500. I have also spent a long period of time, one month.)

Also, as I have already said, the casino is acting inconsistently by not fixing the glitches that have a large impact.

The only reason I believed there was nothing wrong with my actions was the casino's decision not to fix that glitch.

I do not think it is fair to only make corrections that are unfavorable only to me.

Shouldn't we be discussing this?

Thus I confirm in the chat about the discrepancy in the rules, that the technical staff forgot to reflect it and has no intention of correcting it.

This is the exchange I had with the casino when I contacted them about the glitch I noticed.

By the way, we are not talking about 100 bitdice.

The reason is simple, I did not perceive it as a glitch.

This lawsuit is very expensive.

Please do not think in terms of 0 or 100, but calculate the amount of compensation based on how much fault was on the casino's part.

Dear andandjonnyx, you are forgetting that during your play, you had a fair chance of winning. Participating in the tournament was just an additional feature that the casino organized to make your gaming experience more interesting. In the real world, organizers have the right to change the rules in the event of an error, and in this case, the casino's rules are in their favor. I am very sorry, but I don't think you should be compensated in any way. However, it would be nice if the casino apologized to you and made the rules clearer next time (by specifying excluded games, for example).

However, the casino has informed us in advance that it will not fix the problem.

I demand an explanation for the casino's breach of this.

Also, chances to win did not exist due to the tournament specifications.

We are not talking about 0 or 100.

This is a conciliation body for that.

Find out how much fault was placed on the casino,

Determine the amount of compensation accordingly.

Dear Casino

You know that everything was your mistake and that I am not at fault.

I will listen to you if you propose a proper apology and compensation without being told to do so by the casino guru.

Dear andandjonnyx,

Could you please explain why you believe that you had no chance to win? (not the tournament) I believe that in all your bets, you had a fair chance for regular winnings in the games you played, and the tournament prize was just a bonus on top of that.

In these tournaments, players earn points based on their wagers and winning multipliers, which are then added together.

In other words, both the stakes and the number of times played are important.

And the size of the tournaments can be as long as a month, and the number of games played can be enormous.

And while we may have a chance to win if you play for a short period of time, if we play for a long period of time, our chances of winning statistically disappear,

In order to get a high ranking in a tournament, we have to be willing to throw away our chances to win.

These tournaments are extremely high stakes, and we have to be willing to throw away our chances of winning and spend a lot of money to compete.

As long as there are also dedicated rules in place, the scale of the project is more than just a bonus.

It is a tournament based on the premise of having people bet large amounts of money by baiting them with high prizes from the start.

(Naturally I also understood that I had no chance to win, and still consumed money and time to win the prize)

What I would like to put on the agenda is about the inconsistency of the casino's operating policy of deciding not to fix certain glitches and then fixing certain glitches without any notice.

Dear CasinoGuru representative,

Thank you for the common sense in the decision you made. We have of course taken into account all the shortcomings of the last tournament and will not allow them to happen again to avoid similar situations with players where their gaming experience may be affected.

In the letter in which we notified the player, we apologised to him for discovering so late that a game from a prohibited category had brought points. For some reason, the player says absolutely nothing about it. In response to the letter, he threatened to go to almost all authorities, and after creating a complaint, gave us an ultimatum that either we pay him the "bounty" for the first place, or he will push to the end, using your service to make us lose the reputation.

We would again like to draw your attention to the topic of the creation of this appeal, in which the player completely reversed what happened, accusing us of something we did not do. In doing so, after your decision and agreement, he continues to claim that we cheated him, as well as for some reason drawing attention to other factors not relevant to the topic of this appeal.

In the screenshot he provided from his communication with the support agent, he concluded that we were not going to take action, however, from what was this conclusion drawn? Because we can all see in the screenshot that he was informed that the developers had not rolled out the update yet and thanked for informing us. Why does the player conclude that we had no intention of fixing anything? That's simply not true.

In conclusion, we would like to say that the player's claims have already changed several times in the course of the case, as well as his arguments. He appeals with facts not directly related to the case, and accuses us of cheating, which did not happen. He makes up things he said for his own benefit, as was done with the words of the support agent. And we do not consider the option of compensation in view of the above, and want to stress the fact that the apologies from our side were made on the fact of detection of a glitch.

Regards, your CryptoBoss team

If you say you have apologized, make the text public.

At least what I could read from the casino's email was not an apology, but a high-handed attitude and accusations against me..

If you think that a mere verbal apology will suffice after causing damage to a user, you are making a big mistake.

In the first place, the casino never contacted me after reducing my points, and only reported it after we noticed something was wrong and inquired.

Where is the sincerity or apology in this?

When I noticed the inconsistency in the rules, I chatted with them to see if my points would be reduced later.

The casino denied it and I was reassured and continued to play.

The minimum wager was never modified and my points were never reduced.

(Fixing this glitch would have caused a significant change in the standings and would have required re-distribution of winnings to all users.)

However, Just before the tournament ended, they reduced my points due to a glitch that I was not aware of.

I am furious about this.

I ask the casino, why didn't they fix what you pointed out in the chat until the very end?

The 100 bitdice that was not pointed out was fixed without notice,

They did not fix the issues that were pointed out, such as the minimum wagering requirement,

Do you understand that there is a contradiction in your response?

As I recall, the casino said in an email that they made the correction for reasons of fairness, but shouldn't they also have to fix the glitch regarding the minimum wager for fairness?

The action the casino should take is to fix all known defects or accept that once you have published it incorrectly and not fix them all.

Fixing certain glitches and not fixing certain glitches is hardly an equitable response to the users.

That is why I am not convinced.

At least from the casino's response when I pointed it out,

I continued to play, believing that the casino would not fix the points even if other problems existed.

So this screenshot is not irrelevant.

The screenshots in this chat are from the first half of the tournament. There was ample time, but the casino did not take action in the end.

'We intended to take action, but in the end we didn't, and another glitch was fixed without notice.'

Does the casino think such a claim is acceptable?

I am not changing our assertion, I am providing additional evidence because the casino has been rude to me.

It also proves that I believed 100bitdice was a slot game.

As you can see, I am to contact the chat if I suspect a glitch.

Dear andandjonnyx,

Your response was well articulated. However, we support the casino in this matter for the following reasons.

Considering the game's nature, the casino reserves the right to modify the rules if something appears ambiguous.

You mentioned that you believed 100bitdice was a slot game. It's difficult to accept this, as you have lodged at least 6 similar complaints about other tournaments. A clear pattern emerges, where you consistently accumulate points in tournaments that seem to have issues or exploit some form of glitch. It seems you were well aware of your actions.

From your various complaints, it is evident that you are a professional who actively seeks out glitches, incorrect settings, peculiar bonuses, and exploits them for personal gain.

You are an exceptional tester, not just for one casino, but for all. 

However, if you encounter something amiss, you should first reach out to the casino for clarification.

In the future, if you encounter a similar situation, contact the casino initially to confirm the correctness of the settings. Inquire about their assurance in honoring any potential winnings, especially if you plan to invest a substantial amount. If the casino affirms the correctness and commitment to payout, then proceed with your gameplay. In such a scenario, if you encounter any issues, we will unequivocally support you.

However, claiming ignorance or unintentional exploitation will not be accepted on our platform because it is obvious that you are a professional player who knows what he is doing.

In this case, along the way I have properly inquired with the casino about what to do if discrepancies exist in the rules.

I even ask if there are any points that will be reduced along the way.

At that point, the casino responded that they felt safe to play.

Therefore I continued to play this time.

Please check the chat history on that occasion if necessary.

I will act in accordance with the rules first.

As long as the casino was treating 100bitdice as a slot game, I followed it.

The number of complaints is not helpful. I have played at over 100 casinos and have filed only a small percentage of complaints.

Don't you think it's only natural that if you play in a large number of casinos, you're bound to run into glitches and problems that much more often?

There are a large number of tournaments for which I have not filed a complaint that treat 100bitdice as a slot game and yet have been found not to be a glitch.

In percentage terms, that is far more common.

Judging me based solely on complaints is too short sighted.

Dear andandjonnyx,

I am pretty sure you play a lot and you know the games you play.

This is info ftom the game provider:

As I wrote before, if you would ask the casino if you can play this game because the points you get to tournament werewell too good and the casino answered you yes you can do that and later change it, we would be on your side, however when Petronela asked you to send her the evidence you didn't send enything. Now you are saying that the casino know about it however I didn't have a single evidence from your side. The casino on the other hand explained what happened , promissed to fix the situation and even apologies (the message wasn't public that time but this casino cannot affect we are validating all messages) So If you have some communication with the casino where the casino told you that you can freely play the this game bring it in.

You know that the settings of the casino's individual settings take precedence over the settings of the game provider.

Just as there is no "Bonus Excluded Games" section in the game provider, but the casino can set it.

At least this casino had set it up so that I could play this game and earn points, and I trusted them because they confirmed it.

Because I play in a variety of casinos, I understand that it is not uncommon for casinos to treat this as a slot game.

Without hacking into the casino's internal information, it is impossible to know if the points are too good to be true.

You are overestimating me.

'You have to wonder if it's a glitch.'

is a speculation that comes from having a halfway decent experience.

And you are making an important mistake.

Normally, casino players do not check the provider's site.

It is the operator of the casino where the game is being introduced that checks the site of the provider.

I have never checked the site of Relax. Because it is not a casino.

Therefore, any information from the proponent's site cannot be used in the discussion.

I asked the casino.

'If there is a discrepancy in the rules, will the points earned from it be reduced later?'

The casino replied at the time that they would not reduce them and that they wanted me to play with peace of mind.

As I already explained, I was getting more points than I should have due to the inconsistency of the minimum wager.

So I was concerned that it might be reduced later, so I contacted them.

I am not aware of all the rule inconsistencies (including 100 bitdice), so I was afraid of unknown glitches.

However, the casino's response reassured me that my points would not be reduced even if an unknown glitch occurred.

I believe I have submitted screenshots of several chats.

The reason I didn't send it to Petronella was because I didn't think I needed that evidence at the time in the first place.

However, I later found out that it was necessary, so I provided screenshots and background information.

Dear andandjonnyx,

In your screenshot, you pointed out a glitch and the casino support asked if you want to delete the extra points you received.

The support thanked you for informing them about the glitch (which is great) and informed you that the development team has not yet implemented the change that should fix the issue.

There is no information about whether you can play with the advantage and whether there will be any consequences.

If you have such a screenshot, please upload it. Otherwise, the logic that I sent before still holds.

Thank you.

I told them to quit doing that because it would be detrimental if only my points were removed.

I also asked if it was a glitch.

Support accepted it and decided not to delete the points and not to change them.

You will notice that I have stated that this allows me to continue to play with peace of mind.

The casino did not deny any of this statement (i.e., affirmed it).

If the casino was going to remove my points or fix the glitch, they would have said, in response to my query, 'I will contact the relevant team and ask them to response.

Since he did not even do that, I assumed that this chat partner was a great person in the casino and could have made policy decisions on his own.

Also, this chat took place early in the tournament, which gave the casino plenty of time to give me additional information, but none.

The chat ends here.

Support has not sent me any additional information since.

The fact that I have not been contacted at all about whether I may continue to play or fix the glitch is what I would consider evidence that I am allowed to continue playing.

If they had changed their policy and decided to remove the points or fix the glitches they would have sent me a message at least within a week., but the casino did not do so.

Even if this chat partner had no idea to contact the relevant team at the time of the chat,

Naturally, this chat content should have been sent to the technical staff for review.

They knew that my points were unreasonably high at the time and that there was a glitch. But they never contacted me. Not even a word to ask me to wait a little while while they investigate.

Also, this defect has not been fixed until the end of the project. Of course, the points that were unfairly earned due to this glitch have not been reduced, including all users. The fact that this problem was reported at an early stage and could have easily been corrected, but was not, makes it natural to assume that the company's policy is not to correct problems once they have occurred.

Of course, I did not receive the following message.

'We won't fix this glitch because there are so many targets, but when another glitch occurs, we'll think about fixing it and reducing the points.'

As to why the casino did not fix this glitch, I do not know the reason. Ask the casino if you are concerned.

I therefore decided that I could play to my advantage and continued to play.

(At this point, I only knew about the minimum wager glitch, but given the example of how they responded by 'not fixing the glitch and not reducing the points,' it is natural to assume that they would respond the same way if there were other glitches that I didn't know about.)

Dear andandjonnyx,

AGAIN:

In your screenshot, you pointed out a glitch and the casino support asked if you want to delete the extra points you received.

The support thanked you for informing them about the glitch (which is great) and informed you that the development team has not yet implemented the change that should fix the issue.

From our perspective, this is clear information that the casino will make a correction. I don't understand what is not clear about that.

I'm sorry, but in this case, we are on the casino's side.

However, it did not actually fix the problem.

Nor did it remove the points.

This chat took place early on, but the casino did not communicate anything about the subsequent decision.

If it is clear that casino are going to make corrections or correct points, casino should send me additional information within at least a week.

I waited for the casino to contact me but never did, so I continued playing.

The fact is that they did not implement it and did not remove the points.

In this case, it is natural to assume that the casino would not fix or remove any other glitches that may have occurred.

The content of this chat clearly shows a decision to 'leave the problems that have happened as they are because they can't be helped.

At least that is what I have determined.

I would like to add that this defect was extremely easy to correct. However, since it was not corrected, it is reasonable to assume that "the casino is not interested in correcting it.

I am not going to argue with you about differences in values.

We should proceed on the basis of facts, and the only fact is that I had a rational reason for making that decision and continuing to play.

I feel that you are thinking too much based on your own criteria, such as bringing up a game provider's site that normal users don't browse.

If they have an internal meeting, there will be people who think like me about the decision.

The casino should have considered that there are many people who think like me, not just people like matej, and should have communicated properly with them, but they failed to do so. As a result, a tragedy like this occurred, and casino must take responsibility for that.

Dear andandjonnyx,

We have already discussed your issue in our internal meeting, where employees from various roles in the company have voted. The outcome is in favor of the casino. I have previously explained all the reasons to you. Unfortunately, it seems that you are unwilling to accept this decision. If you disagree with our decision, you can contact the casino regulator, as I'm sure you know how to do.

I am now closing this complaint as further discussion on this matter would lead nowhere.