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Hi ,My name is " HAMED T*****" I usually play table game on ‘Nitrobetting.eu". But recently I had a really strange and wired experience with them. I was playing " BACCARAT" on the table and I put a bet for "30mBtc" then a "Red warning box" opened and the game freeze because the bet amount was higher than the table’s limit (table limit was 10 m BTC), so the system asked me to reload the game and when I did the wager ( 30mBtc) was deducted from my balance. I reload the gamed for 5 times and surprisingly for 5 times(5x30mBtc) and in less than one minute deducted from my balance. this scenario happened 3 times in Nov.2022 , in OCT2022 and in JUN.2022 and due to technical and software glitch I lost the total of 250mBTC. I contacted the casino team and they compensated just 75mBTC out of 250mBTC. So , I contacted you as a prof organization Wichita is familiar with online and real casino rules and policies to help me. You know better than me that No player in any circumstance can put wager higher than the table’s limit , and if that happened casino teams need to refund the wagers. They software and game system had a glitch and deducted the bets which was away higher than table p)s limit from my balance by the fault, After so many communication with casino team they have not compensated the funds I lost due to this technical glitch , they just refunded 75mBTC out of 250mBTC which I lost . Below are the all details of the transactions with wagers higher than table’s limit: 1. OCT.1Th 2022 1:05Am FOR \\\"11 mBTC \\\". ID#: 9196049

2. OCT.1Th 2022. 12:58Am FOR \\\" 14mBtc\\\". ID#:9195540

3.JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC \\\". ID#:3838775

4.JUN.13Th 2022 6:31Pm FOR \\\" 30mBTC\\\". ID#: 3838778

5. JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC\\\" .ID#: 3838796

6.JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC \\\". ID#: 3838800

7.JUN.13Th2022 6:31Pm FOR \\\" 30 mBTC\\\". ID#:383880 .

I will be really appreciate if you follow this case on my behalf cause it’s absolutely "NOT FAIR" to loose your fund on the hand which are higher than table’s limit and this is a universal rule of all casinos in The world that any wagers more than table’s limit should be refunded.

BESTS REGARDS,

H.T*****. 

Dear HAMED77TABBAR77,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history to petronela.k@casino.guru?

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.

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

Best regards,

Petronela

Hi ,

Thanks for your response , Actually U think it was a misunderstanding because I have Not played " Slot machine" on their casino , Actually the issue happened at their " BACCARAT TABLE" as you can see on my first post On put on Jun13Th Input bets for " 30mBTC" and the " The Maximum bets " allowed on that specific table was "10mBTC " so the system and software was Not accept my bet ( because it was over the limit ) Ana the game stopped then a warning box opened and ask me to reload the game and adjust my bet amount accordingly to table limit . Which I DID and every single time I reload the game a " 30mBTC" deducted from my account.

I explain everything to two casino manager and they accepted and agreed that their system Hasan issues with table’s limit and they reimburse 75mBtc fit the same incidence happened on NOV.2022 ( please check below for hands details)

1. NOV.8Th 2022 3:41AM FOR " 17mBTC ". ID #: 11153928

2. NOV.8Th 2022. 3:41AM FOR " 17mBTC " ID #: 11153930

3. NOV.8Th 2022. 3:41AM FOR " 17 mBTC" ID #: 11153935

4. NOV.8Th 2022 3:38 AM FOR "12mBTC" ID#: 11153883

5. NOV.8Th 2022 3:38AM FOR " 12m BTC " ID#: 11153889

But , when I mentioned that the same thing had been happened also on JUN.2022 and OCT.2022 (please check my original post for hand details) that said that they already reimbursed 75mBTC and they will Not refund or reimburse any more despite the fact that It was the same issue and I lost another175 mBTC on OCT. and JUN because their system has the same issue with maximum bet limit.

I also forwarded their last email to me to the address that you have provided.

I really appreciated your help to resolve this matter.

BESTS REGARDS ,

Do I understand correctly that you did the same mistake of placing a greater bet than the maximum of the table twice after your initial problem was resolved? Could you please elaborate?

Ideally, please forward your game history to petronela.k@casino.guru.

Hi ,

thanks for replying, No it was Not like what you assume. On NOV.8Th I place a bet greet her than the table limit And the game automatically stopped cause the amount of bet was breather than the maximum limit and the system asked me to reload the game , which I did ,but every time I reload the game the system mistakenly deduced the bet which was placed from my balance.

then I reported to the casino snd they reimbursed it for me.

After that incidence I reviewed my previous transaction and found out that also on OCT and JUN " THE SAME SCENARIO HAS BEEN HAPPENED" and I have lost 175mBTC due to the same " ERROR " and fault with the game.

So , I contacted the casino and told them that the same thing has been happened and I just found it out , But they refused to reimbursement for the same fault and mistake.

this is the " Universal rule " of every single casino in the world that you CANNOT placed any wager more than table limit and that is why every tankful has special limit.

And when I put placed the bet more than the table limit the game and the system stopped me from playing and ask me to reload the game and adjust the bet but when I did that by the game deducted the bet which was placed from my balance.

below I attached again the hands details I also send you a screen shot from my transactions from casino’s website.

I would really appreciate if you can follow this matter and reimburse my funds , cause any bet placed more than table limit in any casino is Not allowed and should be refunded does Not matter the player win or lost.

1. OCT.1Th 2022 1:05Am FOR \\\"11 mBTC \\\". ID#: 9196049

2. OCT.1Th 2022. 12:58Am FOR \\\" 14mBtc\\\". ID#:9195540

3.JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC \\\". ID#:3838775

4.JUN.13Th 2022 6:31Pm FOR \\\" 30mBTC\\\". ID#: 3838778

5. JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC\\\" .ID#: 3838796

6.JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC \\\". ID#: 3838800

7.JUN.13Th2022 6:31Pm FOR \\\" 30 mBTC\\\". ID#:383880 .

BESTS REGARDS ,

Hi ,

thanks for replying, No it was Not like what you assume. On NOV.8Th I place a bet greet her than the table limit And the game automatically stopped cause the amount of bet was breather than the maximum limit and the system asked me to reload the game , which I did ,but every time I reload the game the system mistakenly deduced the bet which was placed from my balance.

then I reported to the casino snd they reimbursed it for me.

After that incidence I reviewed my previous transaction and found out that also on OCT and JUN " THE SAME SCENARIO HAS BEEN HAPPENED" and I have lost 175mBTC due to the same " ERROR " and fault with the game.

So , I contacted the casino and told them that the same thing has been happened and I just found it out , But they refused to reimbursement for the same fault and mistake.

this is the " Universal rule " of every single casino in the world that you CANNOT placed any wager more than table limit and that is why every tankful has special limit.

And when I put placed the bet more than the table limit the game and the system stopped me from playing and ask me to reload the game and adjust the bet but when I did that by the game deducted the bet which was placed from my balance.

below I attached again the hands details I also send you a screen shot from my transactions from casino’s website.

I would really appreciate if you can follow this matter and reimburse my funds , cause any bet placed more than table limit in any casino is Not allowed and should be refunded does Not matter the player win or lost. 

1. OCT.1Th 2022 1:05Am FOR \\\"11 mBTC \\\". ID#: 9196049

2. OCT.1Th 2022. 12:58Am FOR \\\" 14mBtc\\\". ID#:9195540

3.JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC \\\". ID#:3838775

4.JUN.13Th 2022 6:31Pm FOR \\\" 30mBTC\\\". ID#: 3838778

5. JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC\\\" .ID#: 3838796

6.JUN.13Th 2022 6:31Pm FOR \\\" 30 mBTC \\\". ID#: 3838800

7.JUN.13Th2022 6:31Pm FOR \\\" 30 mBTC\\\". ID#:383880 .

BESTS REGARDS

Thank you very much, HAMED77TABBAR77, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 HAMED77TABBAR77,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Nitrobetting Casino to join the conversation and participate in the resolution of this complaint.

Dear Nitrobetting Casino,

Can you please provide further information regarding the technical glitch the player has experienced?

Kind regards,

Adam

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.

Hi Adam ,

thanks a lot , please let me know if you have received any responses.

Hello HAMED77TABBAR77,

I have spoken to the casino and they have stated that you have been compensated multiple times for the bets that occurred in November, as there was an issue with the system not enforcing the maximum bet limit.

The remaining issue is the bets placed in June and October.

Can I ask you to clarify please:

• Have you made these bets higher than the table limit of your own accord? Did you have to change the bet amount yourself to enter the higher amounts?
• Was there any warning shown at the time, such as a pop-up? The casino stated that the limit was not enforced by the software at this time.

Kind regards,

Adam

Hi Adam ,

thanks for follow up , Actually regarding your questions:

1. I have Not compensated multiple times for the bets that occurred in November, I have compensated just "ONE TIME " for " 75 mBTC" with 7x rollover , If casino really believe that I have compensated more than " One time " please ask them to provide the evidences , I want to clarify that I just compensated for " SINGLE TIME "with "7x ROLLOVER " !
2. If you check the table ( even now ) you will find out that the table "DOES NOT" have any clear " SIGN " for " MAXIMUM BET LIMIT " , so on June. 13 Th I placed a bet for " 30mBTC" and then ( as I mentioned before) A warning pop up window opened and informed me that the bet is more than the table limit and I need to refresh the page and when I refreshed the page the bet amount was deducted from my account and it happened 5 times in the row so I lost "150 mBTC" due to their software glitch.
3. On November the casino has agreed and stated that the software has an issue to enforce the " MAXIMUM BET LIMIT " and that is why they compensated for the bets placed on November even they temporarily closed the game to fix that issue which exists before. But , when I asked them to compensate for the bets placed on June they stated that they " DO NOT " have access to June’s records . I have the records for the bets placed on June and I sent all records to them but unfortunately casino refused to compensate for those bets placed on June and October.

Thanks again for your follow up and I appreciate your help to resolve this matter.

Hello HAMED77TABBAR77,

I am going to review this case once more before posting our conclusions, but I would like to first ask you why it is the technical glitch that affected the bets placed in June and October were not mentioned to the casino at that time.

Kind regards,

Adam

Hi Adam ,

Thanks for your response and following up the case , Regarding your question, Actually first time I noticed that the game has an issue was on NOV. and report it to the casino and the casino mentioned that the game has a technical glitch , After that I reviewed all transactions and my bet history with the same game and I found out that some of the bets I placed in JUN and OCT have been affected with the same technical glitch and I mentioned it to the casino but despite the fact that I lost my funds due to the game’s technical glitch they refused to compensate.

Thanks again for your follow up and I appreciate your help to resolve this matter.

BESTS REGARDS,

Hello HAMED77TABBAR77,

Thank you for your response. Forgive me, but I am still not entirely sure I understand the situation. You stated:

" I found out that some of the bets I placed in JUN and OCT have been affected with the same technical glitch"

While I can see that the bets made in June and October may have been over the table limit, (which makes sense because the limit was not enforced by the software at the time) if you did not notice at that time that the hands were automatically deducted (you only noticed this happening in November) how can you be sure that they were deducted upon refreshing the page and that they were not just bets placed normally, albeit at a higher amount than the table should have allowed?

Kind regards,

Adam

Hi Adams ,

thanks for your response and following up.

As I mentioned before every time a bet placed which was higher than the table limit the game stopped then a warning box opened and ask me to reload the game and when I reload the game the bet amount was deducted from my balance.

1.The game freezed and the warning box opened on the game main screen and asked me to reload the games and refresh the page so there was No way for those bets to placed normally and No hand was dealt.

2.If you check the time of those 5 bet which placed on Jun. you will find out that all of them placed on 6:31pm and I lost all of them because I refresh the page multiple times in less than a minute.

3.Casino already admitted that the software has an issue ( On Nov.)and the system deducted those bets with out dealing any hands and after Nov. the casino disabled the game for couple days to fix the issue.

4.Also this is a rule in any casino that any bets placed more than the table’s limit ( regardless of win or loss ) should be reversed and that is why every table has specific limit.

During the month of June I had high balance and I was gambling on sports and play at the tables and I NEVER noticed that those bets were deducted from my account and as I said before On Nov I found out ( for the first time ) that game has an issue and report it to the casino then I reviewed all the previous bets and transaction history and found out that those bets placed on JUN ( which were higher than table’s limit ) has been deducted from my balance.

Thanks again for your follow up and I appreciate your help to resolve this matter please let me know if yoy have any more questions or concerns.

Hello HAMED77TABBAR77,

Thank you very much for clarifying the situation. I have asked the casino for more information (via e-mail) regarding the times these bets were made, I will set the timer while we wait for a response.

Kind regards,

Adam

Hi Adam ,

thanks for follow up , please let me know if you have received any response.

Dear HAMED77TABBAR77,

The casino has provided the betting history which shows the disputed bets, and there is no evidence to suggest that the bets were made any differently to any other bets with regards to the amount of time between each being placed.

Please understand, we can only assess a case based on the evidence available to us. In this case, there is nothing that supports the presence of the glitch you mentioned. Had you noticed and raised the issue at the time in June, the case may be different, but as you reported the issue to the casino in November, and they compensated you on that occasion, I do not believe that there is anything more we can hope to achieve in this case.

Consequently, the complaint will now be rejected. I am sorry I could not be of more help on this occasion.

Kind regards,

Adam