MrVegas (Videoslots) refusing CrazyTime bonus

ads2003uk

Full Member
PABinit
Joined
Apr 22, 2022
Location
Staffordshire
**PAB had been raised but agreed with Maxd to close as MrVegas was refusing to divulge any information to him (or me for that matter)**

Hi All,

Sorry for the lengthy post.

I require some assistance please regarding Mr Vegas not crediting winnings of £3800 (plus bet?) from a CrazyTime win.

Incident date: 08 April 2022 @ 00:25
Bet amount: £38 (of a £248 total)
Proof: Screenshots (I do have all chat Logs and emails)
UK (England) based player.

On the early hours of the morning of 8th April I was playing CrazyTime (yes I know people scream scam, so let's leave that out of this please)

After a number of bets losing and winning I built up a decent amount to decide to go all in and call it a day (was in bed playing the game)
I placed a total stake of £248 across the board.
Taking screenshots of the play ready to brag to my mate.
Much to my shock and joy CrazyTime dropped in with a £38 stake. Still taking screenshots the door open-end to the mayhem behind it.

I selected the yellow wedge and watched the guy spin hit the button and crossing fingers for either double or a big win.
Result was 100x. I was not disappointed £3800.
The x100 was even displayed against my ticket with the £38.

Game returned back to the wheel, but no winnings were credited.

After a but of a WTF moment, scrambling to turn light on and grab my glasses, contacted Live Chat with CS.

I explained to them the issue, and provided screenshots of each and every stage of the bet, all with the timestamp in the bottom corner of the screen for that game round.

CS: I cannot see the bet being registered in our back office, I'll forward this to be checked by our games team who will contact evolution gaming to check the round and hopefully it can be easily fixed then and the wins added."

Me: how long it would take.

CS: It can take some time, like from 1-3 weeks, the customer round checks take some time depending how fast the provider can check the rounds, evolution gaming is usually quite fast so hopefully not too long.

I stated to her that you can see the bet was placed and accepted in the images

CS: Yeah that's true, good you took the screenshots for proof, we'll get back to you via email at the earliest once we hear back from Evolution gaming. It does belong to you, so hopefully we can sort it out at the earliest without issues :)

Me: Is there a reference number for this issue, or do I need to raise it as a complaint and how do I get chat transcript.

CS: It will be linked to your account so you can always come to chat to ask for an update or email us, You can find the option for the chat transcript in the menu with 3 dots on the bottom-right corner. After clicking the "Email transcript" you get one more pop-up asking for a email address where to send the transcript.

I thanked her for assistance and closed chat - this I thought was me contacting as a complaint & at no point was any guidance given to suggest otherwise.

Few days past and then I contacted CS again on 11th and 13th no update as yet.

14th I contacted again, no update but also I enquired as I had not received any communication/acknowledgement of my complaint and told them that I was lead to believe it was a complaint.
The CS advised they would go through the chat logs and email me back.

This did not happen.

16th I contact CS asked as to why I haven't been contacted in regards to update and acknowledgement of complaint, advised no update team operates on a ticketing system and had no further update. In regards to compalint they said that they added a note and someone will be intouch.

Due to ill health, I couldn't contact them again until the 20th April - once again no update and nothing stated on my account.

22nd Contact CS again:
CS: at the moment there is no update, I see that we have requested an update, unfortunately we cannot give a time scale on this but aim to get back to you regarding this via email as soon as possible
I will also put this information once again over to our payments team

Me: It's been two weeks and I haven't received any update what so ever from anyone - promises of emails from CS have not materialised.
I was also promised by a previous CS that this was recorded as a complaint due to the nature of the issue - I've had no acknowledgement or feed back when that agent promised it will be handled by her and I will be emailed

CS: There is a queueing system and for sure you will be updated very soon

Me: So where am I on the queue?
I'm sorry but Very soon = mins, hours, days --- not weeks

CS: I dont have this information but I have addressed this as an urgent matter
Rest assured we will be back to you regarding this matter

Me: If you know there is a queue why can I not be told where I am in the queue / expected time frame etc
But after two weeks it's been me contacting each and every time

CS: We do not have the timeframes
I have noted you as urgent and raised this for escalation.
The payments team will be looking into this and get back to you accordingly

Me: Payment team?
I was told it's Game Team, Nothing to do with payment team

CS: They will send you an email once this has updated.

Me: I was also promised by a previous CS that this was recorded as a complaint due to the nature of the issue - I've had no acknowledgement or feedback when that agent promised it will be handled by her and I will be emailed --- has this been actioned

CS: We have put your case forward now we have to wait for the update, the moment we know we will inform you

Me: So it hasn't been raised as a complaint?

CS: Your case has been raised as urgent, I will also raise this as a complaint

Me: There is a difference between putting a case forward and complaint - each will have a different reference number
Do you have any reference numbers relating to this?

CS: I am now putting this complaint forward. We have all the notes from your account regarding all conversations

I received an email on 25th April stating complaint has been logged with a ref number and back dated to 8th April.

Every couple of days I contact CS again either twice or three times a day for an update - met with the same stuck record as we don't have an update but we will escalate it, but still don't hear anything.
But various agents saying yes they can see from the screenshots the bet, the game round and cannot see any reason not to be paid so i haven't got anything to worry about.

Fast forward to.20th May.
Contact CS again.
No update from the game team, so I asked about my complaint.
She advised that they have 8wks from 24th April for resolution. I queried this and advised her that the compalint was supposed to have been backdated to 8th April. She said she could see that in the note but it had not been done, so was now raising a complaint about this (yeah a complaint about a complaint about a complaint you can't make it up!)

Again over the next days contact CS every couple.days - same answer.

26th contact again and it's the same agent from the 8th.
She tells me that they had a response from Evolution but are now querying this as the game data does not match my complaint.
I asked so despite screenshots with time stamps they are basically saying I'm lying?
She advised that was not the case, but cannot be specific details about the internal investigation on it.
She went on to say that once the investigation is ready, at this moment I do not have more updates about the win. Hopefully next week at some point we'll have it added for you in the full amount.

Again I chase 30th, 31st and the morning of the 1st June, and yet again no update.

Then on the afternoon I get an email from "customer experience"
It said:
"We hope you are well.
We are contacting you in regards to your complaint raised with us on the 8th of April.
We want to firstly apologize for the time length it has taken to get back to you in regards to your missing win, however we kindly ask you to understand that some cases are more complicated than others and in some situations we need to check with different departments until we can considered resolved the matter as well handling other cases at the same time.

In regards to your issue in Crazy time, please note that after raising it to the provider we were confirmed that the bet of GBP 248 was rejected due to insufficient funds. We then proceed to investigate your balance, bets and wins between 2022-04-08 00:19:07 GMT & 2022-04-08 00:54:34 GMT to make sure there was no irregularity. In the previous round you had a balance of 265,22 GBP, placing a bet of 192 GBP the balance lowered to 73.22 GBP after which it increased to 193.22 GBP after a win of 120 GBP. It was at this point when you tried to place the 248 GBP rejected bet which was rejected and funds returned due insufficient balance, which in fact was not enough.

In the screenshot provided the balance shows however that the balance was 250.22 GBP this being result of either a visual glitch/ connection error.
In any case the bet was never accepted by the game provider as there were no funds
.
Should you have further queries please feel free to contact us again."

Now this really has pissed me off
As you can see in my screenshots the bet was placed, the game round played out.
Meaning there was no connection issues or insufficient funds.

When you try to place a bet on CrazyTime with insufficent funds' you get a "Balance to low" message as shown in the screenshots I took yesterday.
To say the balance was a visual glitch is a piss take as well, this was built up from various bets placed.
But low and behold all game information from 00:19:34 to 00:27:43, which conveniently includes the round at which I won £3800 (round commencement 00:25:47 round end 00:27:43) is missing.

Now I haven't responded to this email.
It doesn't mention anything about escalation or who I need to contact or even if it's a final response.

So at the moment I'm in limbo.

Do I email them and wait another 2mths for them to respond.
Do I contact UKGC?
Do I contact IBAS? (Who are they and what do they do)

Attached is you will find 7 screenshots relating to the bet (all time-stamp 00:25 to 00:27) on the 8th and 3 taken yesterday to prove the balance low message.

(Just so happens change of dealer yesterday from a female to the bloke from the 8th)

Screenshot_20220408-012634.png Screenshot_20220408-012638.png Screenshot_20220408-012704.png Screenshot_20220408-012730.png Screenshot_20220408-012733.png Screenshot_20220408-012748.png Screenshot_20220408-012753.png Screenshot_20220601-173229.png Screenshot_20220601-183739.png Screenshot_20220601-183908.png
 

ritae

Full Member
Joined
Mar 2, 2016
Location
uk
Pretty clear case, you have the screenshots and the bet was not rejected before the bonus round started.

Why it's always important to record gameplay or take screenshots.
 

toms596

Full Member
Joined
Mar 19, 2018
Location
Uk
What was your balance after the crazy time win? Did they ever return your balance after the supposed rejected bet?
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Had the same thing with pragmatic & I had it recorded I also got the same response exactly as they worded it.

Connection issue server did not accept the bet although I had 38 on 8, they also stated I had insufficient funds to place the bet again it was a final clearance bet.

Again you cannot bet more than is in your account it tells you.

I didn't receive my win but got the stakes back.

You need to contact evolution games with the game ID & force them to review it.

I don't play any table games without recording & they still have a get out clause.

That's the whole problem with online live games, hence to why I do not believe its truly 100% like a bricks n mortar game.

Glitches do happen but evo just shove it under the carpet, yours sadly shows what it's like, there's a few videos with stark truth of these gamea/software messing up.

Silly question was your bet of £248 returned to your acc ?

Seems as you bet was returned, you need to have a screen shot history in right hand corner it will show the bet in that.
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Open up any live evolution game, go into history top right hand box click it, it will show every single bet placed for months & months, track down play on 8 April, scren shot that days play.
It will confirm that bet placed if not you won't get a penny despite your screen shots.
 

ads2003uk

Full Member
PABinit
Joined
Apr 22, 2022
Location
Staffordshire
Open up any live evolution game, go into history top right hand box click it, it will show every single bet placed for months & months, track down play on 8 April, scren shot that days play.
It will confirm that bet placed if not you won't get a penny despite your screen shots.
Nothing 7th April or upto 8th April 00:49 recorded on CrazyTime itself, where MrVegas account history shows upto 00:19??
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Hmm that's strange, it logs every single bet placed & any of their own table games also shows in player history doesn't matter which live game you play, I've just checked my Mrs & it shows loads dating back weeks.
Time of bet etc etc date.
Are you sure you looking at correct player history??

Seems a glitch in your history sorry didn't see you had missing game play time.
That's key to getting paid.
 
Last edited:

ads2003uk

Full Member
PABinit
Joined
Apr 22, 2022
Location
Staffordshire
Hmm that's strange, it logs every single bet placed & any of their own table games also shows in player history doesn't matter which live game you play, I've just checked my Mrs & it shows loads dating back weeks.
Time of bet etc etc date.
Are you sure you looking at correct player history??

Seems a glitch in your history sorry didn't see you had missing game play time.
That's key to getting paid.
FFS it's +1 so time on MrVega/CrazyTime history is an hour different to the screentime

It shows the bet as MyVegas has stated £192 and a £72 win but after that nothing till after I spoke with CS despite me building the balance upto £252 to place the £248
 

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aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
There's the problem if it doesn't show in game history you've zero chance of getting those funds, you would of had a better case had it been recorded.

At least you could fight the corner screen shots are fine but my advice would be to record all table play.
 

ads2003uk

Full Member
PABinit
Joined
Apr 22, 2022
Location
Staffordshire
There's the problem if it doesn't show in game history you've zero chance of getting those funds, you would of had a better case had it been recorded.

At least you could fight the corner screen shots are fine but my advice would be to record all table play.
So I wouldn't be able to go the ADR & IBAS route then?
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
I doubt it due to the history of bets, it does make a record of every bet placed on evolutions server, so if it doesn't show its going to be hard.
Although clearly you do have screen shots showing your bet times, again they've gone through them & it doesnt support the logs as per mrvegas have shown.
Had you had a hard copy via video, you could then proceed to upper management to have it reviewed again.

Without that your kinda stuck

I've been through it around 5 times I've got my winnings twice, pragmatic once & netent once, never got anywhere with evolution games, I think chuchu has the same problem with baccarat.
 

ads2003uk

Full Member
PABinit
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Apr 22, 2022
Location
Staffordshire
Im actually upset and quite sick over it.
Proper mlet down.
Is there a charge to go ADR, if there isn't I might as well go for it.
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
I don't think your be able to do a ADR.

Mrvegas have already viewed your player logs. I would be pissed off as well, in future chuck 20 quid at bandi software, then you can record your play & it's a different story. Best if luck.
 

syntynyt

kuollut
Joined
Dec 31, 2013
Location
~
Ive had such a problem with Pragmatic live roulette. First time i ever played it i put 800 in it with 200 bets, at Duelz casino. Last 200 bet was registered but returned few minutes later back to the account. It fell on 29, the favorite number of the bunch, would have paid 900+ thanks to side bets on neighbors. Had no screenshots/videos nor the nerves to try to pursue it but i acted rapidly with a permanent self exclusion, after losing the mind in the chat calling them for what they are. It would have been the second largest win on 29 in live roulette since i started playing in the online scam. Likely the official convenient answer would have been that the bet wasnt registered. You have a strong case here, but you are dealing with crooks on both sides, mr vegas non transparency and documented greed, and evilution scam malfutioning games. They make so much they can easily buy the industry as a whole
 

ads2003uk

Full Member
PABinit
Joined
Apr 22, 2022
Location
Staffordshire
So your advice is to persue it further as I have a case?
So far it's 2:1 good case

The history is another thing that puzzles me, MrVegas v Evolution is an hour's difference (including my screenshots) would that cause any issues?
 

syntynyt

kuollut
Joined
Dec 31, 2013
Location
~
Your bets were settled as seen in the pics. The rest is can-can. Either side should acknowledge the issue and not only pay what you are owed but also issue you a bonus. In a ideal situation. You would not be able to place a bet with partly insufficient balance, end of story. Malfunction voids all bets, except that i fail to see the malfunction except the yime difference within the servers. Had it fell on 1 instead of Crazy Time, your bet would have been gone. Casino attitude and timeframes for answers is disgusting, as expected tho. As you noticed you have 3 seconds to place your bets in this particular game, forcing you to bet on all features and then keep on repeating. Responsible gaming at its finest Pursue it further but dont hold strong hopes in spite of evidence. Who are paying the regulators? Youve got your answer.
 

justdoit

Full Member
Joined
Nov 22, 2021
if you had your weekend booster on you had no money to pay for booster they will cancel your bet, it happen to me before
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Ahhh yes I forgot they have that, that can be a pain in the bum.
 

ads2003uk

Full Member
PABinit
Joined
Apr 22, 2022
Location
Staffordshire
So submitted to IBAS
They've contacted me today and have said
"In order for us to consider this we do need you to secure a final decision from them about your complaint. You mention a June 1 email from them – does this say it is a final decision and refer you to us? In any case, you should send it to me. If it is not a ‘final decision’, please explain to them that IBAS require this."

Well I contacted CS on 2nd Jun and again today and they are extremely reluctant at sending me final decision - I have forwarded the email from the 1st and the chat logs showing myself requesting this.

The CS agent today said they will raise it as a complaint and I should here back within 8wks and if not I can take it to ADR. Complete muppet.
20mins it took me to get it through to them what I required but still says they've escalated it.

Do if they don't give me the final decision when I've asked repeatedly does that mean I've no chance of going down the ADR route now.

@Team.Videoslots can you please get them to send me a final response.
 

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