Venting K8 casino refusing to credit my win

[hattrick]

Hi everyone, I just wanted to share my horrible experience with K8.io casino. In case anyone wondered, I have recordings of all related interactions with support and also a recording of the game session, but couldn’t find a way to upload the recording here, so I’m uploading screenshots of my interactions with the support instead.

I deposited three times in total about 5100 USD, but never made a withdrawal. Then I was playing with free money (rakeback) and won a lot in a free spins session – or so I thought. But in the middle of the free spins session after a seemingly winning spin and before crediting the displayed win, the game just stopped. As I said, it didn’t display or credit the win on screen nor extra free spins that I won in that spin – or should have won. It didn’t increase the bonus round win multiplier either. It just didn’t do anything except animate the icons, so clearly it wasn’t “frozen” due to a graphics glitch.

First, support provided me with alternate URL to try - same result. Since VPN is allowed here, I also tried it with a VPN - same result. I tried the age-old and never-working "solution" of clearing browsing data or using different browser - same result. Then I was supposed to try changing my device or restarting it - same result in both cases.

Support took about 50 minutes to reply between some of these steps. I don’t need to tell you my gambling session was ruined much sooner than that. I knew support on this site isn’t great from my first interaction with them. I asked about their 1st depo bonus and they answered by copying and pasting their T&C's. I always check T&C's, there is no need to copy and send them to the customer, I am spending good money at your business and wouldn't ask for help, if I didn’t need it. Those were my thoughts anyway, I didn’t say it to them. I’m rarely a Karen, I can take a punch from a business as most gamblers can. I knew that obviously annoyed support means trouble, but I was stupid as I often am with casinos and kept playing here until this “bug” occurred. I just didn’t use any deposit bonuses and thought that should be enough.

The next day they credited a partial win to my account (the one displayed on the overall win amount in my screenshot). When I complained it’s wrong – I painstakingly checked the paytable - and that it completely ignores the winning combination on the screen, they credited the winning combination on the screen as well. I thought: WTF? Then I asked if they can provide link replay and they did not, they only provided a video (the same recording I already had) which showed the game stopping in the middle of the free spins sequence. They didn’t provide link from the game developer like I asked them to. I also wrote to Belatra games through a form on their official website, and they ignored me completely.

Their final conclusion is: “this is the whole replay of reported bet number”

I am 99% convinced this would have been a max win (meaning 12 000x) due to 10 more free spins remaining on the screen + possibly more further in the sequence + 32x multiplier. It is 3 less spins and 29x multiplier, but as I said, it did not credit free spins and multiplier that are displayed on the screen.

Is this a solid behaviour on the side of a reputable casino operation or a reputable game developer? I dare to say no. Please, let me know what you think based on my description and the screenshots, I will be thankful for any opinions. Thank you!

I have the gameplay replay, but not sure how to upload it here without creating a new google account (which always needs to be verified with a phone number).

EDIT about 10 mins later: originally I said the casino is also listed on this website, which isnt true.

 

[dunover]

Can you use Bandicam (free) and film the video replay?

If you can allow it to be shared, I could put it on my YT channel with a private link so only those here can view it?

 

[hattrick]

Can you use Bandicam (free) and film the video replay?

If you can allow it to be shared, I could put it on my YT channel with a private link so only those here can view it?

I just sent you a link with the replay, it will work for 2 days

 

[dunover]

The offending bonus round. Was certainly heading for a monster!

 

[conker]

Whilst Dunover is creating a video of your replay, I am considering what your options are here.

With a malfunctioning game, does the blame fall on the Casino or the developer?

Although not one of the biggest developers, Belatra hold multiple global licenses. There could be a case for raising a complaint with the relevant licensing jurisdiction. However, how often have you heard of a developer being prosecuted, or even challenged for that matter.

You could make a complaint with Curacao, however, it is well documented on this forum that they generally pefer to stick up for their licensees. They are under a lot of pressure to hold onto them at the moment too, so I am not convinced this route will be helpful.

So, what does that leave you?

A Casinomeister PAB might be your best hope, and certainly a very good starting point. I am not trying to create work for our team, they are snowed under as it is. However, I don't think you have a lot of options elsewhere.

 

[hattrick]

Whilst Dunover is creating a video of your replay, I am considering what your options are here.

With a malfunctioning game, does the blame fall on the Casino or the developer?

Although not one of the biggest developers, Belatra hold multiple global licenses. There could be a case for raising a complaint with the relevant licensing jurisdiction. However, how often have you heard of a developer being prosecuted, or even challenged for that matter.

You could make a complaint with Curacao, however, it is well documented on this forum that they generally pefer to stick up for their licensees. They are under a lot of pressure to hold onto them at the moment too, so I am not convinced this route will be helpful.

So, what does that leave you?

A Casinomeister PAB might be your best hope, and certainly a very good starting point. I am not trying to create work for our team, they are snowed under as it is. However, I don't think you have a lot of options elsewhere.

Thanks!

I will see if Belatra responds. Before they do, I will make sure this particular casino and the developer do not see more money from me. I won't be asking for help with this particular case here or through other means, I think a much healthier action is to spread the word (this thread is the first step) and make sure this casino and developer (one of them beeing crooked) don't ever see a cent from me. It will surely cost this casino and the developer much more this way, than what they saved on me through this. I would also like to point out that this doesn't really seem to be a bug, it's more like if someone at the side of the casino just deleted the bet from the system and the game couldn't continue or automatically resolve on another device no matter what I did. That's speculation on my side, but in my many years of gambling, I've never seen such bug ever with any provider, not Belatra or anyone else - and Ive seen plenty of bugs. They are usually automatically resolved within two days and money is credited, or it can be easily talked out with the casino. Not the case here. And the developer not responding through their form for issues with games is a major red flag, and so is the funny little taunting by the casino in support chat.

My takeaway is this: K8 is a crooked casino and Beatra allows their games to either severely malfunction (interesting that it happens particulary with major wins), or they allow operators to tamper with game mechanics.

 

[conker]

Well, I think you are smart not to sink anymore money into K8 from what you have told us. However, don't give up on the power of this forum to help in some way. The awareness raised for other players is important, but trust me when I tell you that casinos are reading these threads too. Only the other day a player got all their disputed money back, and this is just one example.

K8 has amassadors like Wesley Sneijder and Yaya Touré plastered all over their website. These amassadors will not want to be connected to something that sounds like it wont treat customers with fairness and respect.

 

[jasonuk]

For clarification - what is the $5024 figure mentioned, is that what they believe the round paid? The $3977.60 for the first 21 spins, there's a (substantial) pending win for the 22nd spin (as well as the +3 spins and x3 multiplier, both to 32).

Stuck game rounds happen - it's on the provider (Belatra) and operator (K8) to do the right thing. Even if they can't resume the game round, in an ideal world they should be paying you the EV of the remainder of the bonus - which you'd expect to be pretty substantial.

And as a footnote, no it doesn't always happen with major wins - it's just that people aren't particularly vocal about a game breaking when they've nothing on the line... they just move on to another game.

My advice would be to hold off on the smears and the brigading - give the game provider a chance to do the right thing, they will be much less receptive to someone who is actively slagging off their brand.

 

[hattrick]

Well, I think you are smart not to sink anymore money into K8 from what you have told us. However, don't give up on the power of this forum to help in some way. The awareness raised for other players is important, but trust me when I tell you that casinos are reading these threads too. Only the other day a player got all their disputed money back, and this is just one example.

K8 has amassadors like Wesley Sneijder and Yaya Touré plastered all over their website. These amassadors will not want to be connected to something that sounds like it wont treat customers with fairness and respect.

It would be nice to think that casinos or their ambassadors care about players, but I absolutely don't believe that. We are the last ones the care about and it's being proven every day on websites like these. We are walking wallets to them, and that's fine, we get our fix or some excitement in return. every once in a while. The last time I had a nice experience was about a year ago at Gamdom, I can recommend that casino. They did stall for three days with my first withdrawal, but then it was all almost instant no matter the amount. But eventually I blocked myself for two years, and even after a year they refused to open my account. That's what I call a good business! Of course, I wanted to play again elsewhere, but then it was a huge miss and hit with other casinos. Initially, I thought that horror stories of times past are really in the dust of history, but it's either the same or even worse than before. I tried dealing with K8 casino on several occassions and it was atrocious every time, I have zero faith they have any interest in their players, and they are going to lose them eventually, or become a complete scam operation and steal from players to even survive. However, if the casino contacts me here, I have no issue with that, but I already told them I'm not spending anything before they provide link replay from Belatra games or give me the remaining 7000 USD. They ignored this, I ignore them - and warn others in the process.

 

[hattrick]

For clarification - what is the $5024 figure mentioned, is that what they believe the round paid? The $3977.60 for the first 21 spins, there's a (substantial) pending win for the 22nd spin (as well as the +3 spins and x3 multiplier, both to 32).

Stuck game rounds happen - it's on the provider (Belatra) and operator (K8) to do the right thing. Even if they can't resume the game round, in an ideal world they should be paying you the EV of the remainder of the bonus - which you'd expect to be pretty substantial.

And as a footnote, no it doesn't always happen with major wins - it's just that people aren't particularly vocal about a game breaking when they've nothing on the line... they just move on to another game.

My advice would be to hold off on the smears and the brigading - give the game provider a chance to do the right thing, they will be much less receptive to someone who is actively slagging off their brand.

I respect your opinion, but I'm not going to pander to the game developer or the casino for their shit operations. I know it's not attractive on my side, but I'm just so done with this ancient approach of "fuck all the players and their questions or complaints".

To reply to your question about the win, first they credited about 4000 USD, then when I told them it's wrong, they changed it to about 5000 USD, when I told them it's wrong, they didn't change it anymore - which I understand, because I cannot prove that there were any more wins in those remaining 10 hot-mode spins with 32x multiplier )

 

[conker]

FWIW, I don't think you should give up already. I know you are frustrated and probably rightfully angry, but Belatra may want this rectified as they have nothing to gain from it other than bad press. I can't speak for K8, as they will have benefited from not having to pay out this lump sum. However, they will want to build relationships with forums like Casinomeister and this does not look good if they leave matters like this unresolved.

Keep trying @hattrick and hopefully you will get what you are rightfully owed - whatever that amount is.

 

[mulven]

And as a footnote, no it doesn't always happen with major wins - it's just that people aren't particularly vocal about a game breaking when they've nothing on the line... they just move on to another game.

Yep, whilst i've had stuck game rounds before (all of which were resolved by provider/time), the only time I've ever had a game glitch and not pay me out was for a 60x win on a Relax Gaming slot called Plunderland. It has a base game "move to the centre" cycle and free spins can drop in whilst it does this. I had it get to the centre once, winning around 20x and then trigger the 3rd scatter on the 2nd cycle.

The bonus round won another 40x or so and then both the base win and the bonus win never credited once the round was over. I noticed immediately as I only had around 35 quid left it went down to 30 quid on the next spin instead of becoming 330+.

My account history showed spins with regular-ish intervals until a 1 minute 30 second gap for the spin in question and a win of $0. I went to support and explained everything and asked them to check the game round with the provider. They got back to me and said they did and the result was as intended. I was getting plenty of promotions from this site at the time so didn't want to create much of a fuss and just gave up as it was only 300 quid.

I respect your opinion, but I'm not going to pander to the game developer or the casino for their shit operations. I know it's not attractive on my side, but I'm just so done with this ancient approach of "fuck all the players and their questions or complaints".

I echo the opinion of others in the thread that the best course of action is to do this by the book rather than cutting off one's nose to spite one's face. In my situation I had no video evidence or round replays just my own experience of watching the game round happen and the big win count up happen before zero getting added to my balance. You have strong evidence in my eyes and if you see this out to the end via the right channels you will likely have a better outcome than the one you have now.

 

[hattrick]

Yep, whilst i've had stuck game rounds before (all of which were resolved by provider/time), the only time I've ever had a game glitch and not pay me out was for a 60x win on a Relax Gaming slot called Plunderland. It has a base game "move to the centre" cycle and free spins can drop in whilst it does this. I had it get to the centre once, winning around 20x and then trigger the 3rd scatter on the 2nd cycle.

The bonus round won another 40x or so and then both the base win and the bonus win never credited once the round was over. I noticed immediately as I only had around 35 quid left it went down to 30 quid on the next spin instead of becoming 330+.

My account history showed spins with regular-ish intervals until a 1 minute 30 second gap for the spin in question and a win of $0. I went to support and explained everything and asked them to check the game round with the provider. They got back to me and said they did and the result was as intended. I was getting plenty of promotions from this site at the time so didn't want to create much of a fuss and just gave up as it was only 300 quid.


I echo the opinion of others in the thread that the best course of action is to do this by the book rather than cutting off one's nose to spite one's face. In my situation I had no video evidence or round replays just my own experience of watching the game round happen and the big win count up happen before zero getting added to my balance. You have strong evidence in my eyes and if you see this out to the end via the right channels you will likely have a better outcome than the one you have now.

Well, I contacted both Belatra games and the K8 casino, neither is helping. I know what would happen if I tried solving through a 3rd party, be it casino listing site or certification authority. Aren't those the channels one is supposed to normally take? What other channels are there? I'm not going into any more administrative, nowhere-leading limbo because of this, I already spent a lot of time on it and just wanted to warn other players about what can normally happen with Belatra games or K8 casino (but that casino is not alone, most are shit anyway). Just a few days ago another casino confiscated €50k win from me, because they secretely credited me a €300 bonus even though I clearly marked I don't want any bonuses. These practices are happening on a daily basis to countless players, but not everyone wants to waste their time on foolish attempts to get their would-be wins, so we only see a fraction of the iceberg online.

 

[mulven]

I know what would happen if I tried solving through a 3rd party, be it casino listing site or certification authority.

The effort required to make a PAB vs the potential reward is a good trade in my opinion, since there is potentially 7k to gain.

if that failed then one of your few remaining options would be a complaint to the GCB, although they are untested and would probably take a while. I wouldn't blame you for not wanting to do this option but I would surely encourage you to do the PAB and let the team try and get you the rest of your money!

 

[hattrick]

Update: developer didn't respond to my request.

 

[jasonuk]

Update: developer didn't respond to my request.

It's a bit early to come to that conclusion given they've had one (maybe two) working days to respond.

 

[hattrick]

It's a bit early to come to that conclusion given they've had one (maybe two) working days to respond.

How so? I sent the request 12 days ago. I didn't post the warning here immediately to give the casino and developer time to respond.