Mount Gold Casino - Під час гри у гравця виник технічний збій.

played 40 euros on the first dozen of numbers on roulette. the ball landed on 11 but the system said 15 been waiting for a correction for over a month now

Dear Mitchell,

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 petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/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, Mitchell, for the forwarded communication. Could you please send me your game history along with any supporting evidence too?

Email from the player:

"i added the betting history its one of the 40 euro bets i contacted evolution right away via chat. they told me they would send the correction to the casino so they can fix it. but that never happend. mount gold told me they emailed evolution but didnt have a reply so far. so we just need to verify

with evolution for the correction"

Could you please specify the exact time of the incident and forward any relevant communication between you and the game provider? Thank you.

i didnt screenshot the communication between evolution and me because i didnt expect any trouble.

the time and date of playing is also on the screenshot i send to you.

1-1-2022 10:58 on evolution speed roulette

There are two bets of €40 on the screenshot. I just want to make sure which one is the controversial one.

oh sorry i think the first one but im not sure to be honest. so dont pin me down on it but probably the first one thank you so much i appreciate it

I just wanted to know if you've continued playing after the incident. Is there any way to download your game history to see the active balance and win/loss statistics too, please?

Screenshot from the player:

Thank you, Mitchell, for the forwarded screenshot. One last thing please, is there any supporting evidence that would prove the ball landed on #11 instead of #15?

i dont video record my sessions, evolution told me they would send the correction, mount gold never got back to me. evolution must hold a record of their corrections right? if evolutions tells me im wrong no worries about it, but im 100% sure im not.

Thank you very much, Mitchell, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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 Mitchell,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite Mount Gold Casino to join this thread and to participate in the resolution of Mitchell’s complaint.

We would like to ask Mount Gold 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 this complaint as ‘unresolved’.

Dear Mitchell,

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with the investigation. Another option is submitting an official complaint to the casino’s official ADR (Pardee Consulta) and/or licensing authority (Malta Gaming Authority).

Please let me know if you decide to do so and/or our assistance is needed. I will gladly guide you through the process.

Yess wil make a complain with Malta Gaming Authority, how hard is it just to reply on the case. They never got back to me personally too.

Thank you, Mitchell, for the reply. Could you please confirm that you’ve contacted the casino’s regulator?

yes i did but no reply yet

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Matej (matej@casino.guru) 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.  

Hello Mitchell.

Now we need to wait until the regulator responds. It may take a while. Meanwhile, we close this complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the case when the regulator replies.

Hello Mitchell.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear Mitchell,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.