MrVegas (Videoslots) refusing CrazyTime bonus

[jasonuk]

Quite the opposite...

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.

I would double-check exactly when you first asked them to raise it as a complaint. According to the UKGC the eight weeks starts at the point they "receive the complaint", so if this is around 8th April as you suggest (and they've quoted the "8 weeks" to you previously), then it's possible that you are already eligible to escalate it to ADR with or without a final decision.

I'd take a moment to brush up on your

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and then clarify you're looking to take it to ADR imminently because their eight weeks have either already expired or are about to - unfortunately it does seem like they're stalling you at the moment.

The cost is borne by the casino and not the player. The casino will provide their evidence to the ADR as part of the process - obviously your screenshots will help as well.

--

If it helps paint the picture, I had a similar scenario on a different money wheel last year (different casino, about £100 owed), where the game had a determined result but was recorded incorrectly. The casino used similar stalling tactics by providing no updates, and I had to chase them weekly without much success.

That was, until I pointed out their 8 weeks for the ADR process was nearly up - and they changed tactics... trying to scare me that they'll issue the "final decision" and stop talking to me, and it'll be up to the ADR. Having done my research I said fine, send me the letter.

Clearly they tried this bluff with a few people - in my case they quickly backed down and offered full and final settlement, but others decided to take it to ADR instead and it backfired for the casino, because shortly after they issued a blanket refund to everyone affected after being "made aware" of the problem!

Admittedly I had screenshots and game logs confirming the round in question, the provider acknowledged the error, and it was for a much smaller amount than yours - but the process is the same. I wish you good luck

 

[ads2003uk]

It was recorded was finally recorded as a complaint on 20th April, and the email I received confirming my complaint & reference stated that it would be treated as 8th April

 

[JGslots]

I’m not 100% sure if it’s still the case, but IBAS used to request a ‘deadlock’ number. You get this from the operator at the final stage of the internal dispute.

 

[ads2003uk]

I’m not 100% sure if it’s still the case, but IBAS used to request a ‘deadlock’ number. You get this from the operator at the final stage of the internal dispute.

I can't even get them to confirm if they are on the planet earth!
Chatted with them today - apparently the reason why they have not provided this Final Decision is to give me a better response.
Well, they've said I'm not getting the funds on the 1st June, the only better response would be here's your £3800 plus a non-wagering requirement bonus (as suggested by @syntynyt

IBAS have also been in contact with the following:
"Given Mr Vegas did say they were seeking to give you a final decision, I think it is reasonable to wait a bit longer.

If you haven’t heard anything by say Monday, please email support@mrvegas.com once more and explain again that IBAS need this – copy me into the email and do include this chain."

I best prepare the email now, as I fly to Portugal Monday morning.

 

[ads2003uk]

Well they piss me off again.
Today they have stated a Final Decision will be given soon, this is because I disputed there email sent on 1st June.

I'm like wtf - on 2nd June I requested if it was their final decision and if not to provide an email with those words, so I can escalate it further.

Because I said I'm escalating it further, they have taken that as me disputing with them directly so are now "looking into my dispute".

I've not provided any other information to what they've already been supplied so what are they looking at?
They can not give a time frame on the final decision. Oh and they confirm they obided by UKGC 8wk timeframe for resolution by sending the email on the 1st June - yep the one that doesn't state final decision.

I think I might change my flight from Portugal to Malta and go bang some heads!

 

[justdoit]

Well they piss me off again.
Today they have stated a Final Decision will be given soon, this is because I disputed there email sent on 1st June.

I'm like wtf - on 2nd June I requested if it was their final decision and if not to provide an email with those words, so I can escalate it further.

Because I said I'm escalating it further, they have taken that as me disputing with them directly so are now "looking into my dispute".

I've not provided any other information to what they've already been supplied so what are they looking at?
They can not give a time frame on the final decision. Oh and they confirm they obided by UKGC 8wk timeframe for resolution by sending the email on the 1st June - yep the one that doesn't state final decision.

I think I might change my flight from Portugal to Malta and go bang some heads!

Shame UKGC dont help like MGA they have page on their website if players got problem with licence casino

 

[ads2003uk]

Definitely.
UKGC needs an overhaul.
Government need to step in and give them a sharp kick in the ass.

 

[syntynyt]

What are they stalling here? Except playing with your nerves? Someone needs to be fired there for not even pretending at doing their job. In this dreadful online world slow and shitty communication is allowed with no consequences. BetAt has been once blackmailed with ddos, when they were a good casino for its day, and for their refusal to pay they were crushed. Some white knights hackers dealing with inepts behind this sorta casinos are needed. When common sense cant be enforced, deal with lost revenue for a week, see how they like it

 

[ads2003uk]

I've just noticed on my last chat log -- they gave me all the information that they could see about my account and the query but didn't do any validation check like they normally do.. so it just goes to show that that's a bullshit activity, what are you confirming to them and why?

 

[toms596]

Clearly going to keep stringing it along in the hopes you give up

 

[ads2003uk]

Well I've got to send them an email Monday be fore my flight and stick IBAS on it as well. That should hopefully have some sort of outcome.

 

[spurs1882]

Did the preceding bet of £192 win or lose? In post #13 you said it won £72 but the screenshot shows it lost £72.

 

[ads2003uk]

Did the preceding bet of £192 win or lose? In post #13 you said it won £72 but the screenshot shows it lost £72.

Well spotted - my mistake.
never noticed that.

I think that means I made a loss of -72 off my bet? I'm unsure if it shows the return or not of complete bet v win.

Mr Vegas said.
"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."

As you can see in the image no win of £120 is displayed and that should of been at 01:19:34 on CrazyTime log (BST 00:19:34) just the -72 so I think that it's does the profit/loss of bet not the actual return.


So there's a fault.

 

[spurs1882]

Sorry to suggest this but is there a possibility that their explanation may be correct? You started the preceding bet with 265.22, lost 72, a glitch meant your balance was updated incorrectly making you think the bet was profitable, the next bet was rejected at their end for insufficient funds but another glitch meant the rejection wasn't shown on screen? To take your complaint forward I think it would help to pinpoint what you are disputing about their description of the preceding bet, e.g. the starting balance, the returns. You can click on the individual bet to see the outcome of the round to try to jog your memory. The glitch with the incorrect balance has happened to me a few times with Evolution games but it usually corrects itself after the next betting round closes.

 

[ads2003uk]

No need to be sorry everyone is free to comment on this board.

There was no glitch.
I built the balance back up.
Placed the bets and built the balance back up.
Placed the bet on the game round - no error message of "balance too low",
the bet was accepted,
I was able to select the flapper/wedge
Outcome was displayed on ticket.

If it was a visual glitch on balance then I would not have been able to place a bet.
If it was a connection error the stream will pause or you get a message about the connection error.

I was able to play the game round from bet to finish in full and watch as well.

There was a full 8mins of gameplay from when Mr.Vegas records the last £192 bet to when the game round ended.and did not pay.

 

[ads2003uk]

Update.
No response as expected so emailed support@mrvegas.com and included IBAS at IBAS request before I boarded my flight Monday.
By the time we landed in Portugal, they responded.
"
Thank you for contacting us.

We understand that the wait has been long and, unfortunately, the resolution wasn't what you wanted to hear. As you disputed our resolution, we will take second look if there's any reason in our and game providers logs that would explain the incorrect balance showing up to you.

Our casino team is checking with our developers if they can find anything wrong from our end, and we have been in contact with the game provider for them to double check everything. This is high priority case but, unfortunately, I cannot promise exact time frame. Hopefully within the next few days we know more. We can then provide you deadlock letter and you may contact ADR, if you wish to do so.

We truly apologize that it has taken so long time to find a resolution to this."

So it goes "blah blah blah, your not getting your money as we are going to provide a deadlock letter"

 

[Spikie]

maybe somehow register a claim against the software provider or license holder ? You have evidence against faulty software that has been validated by a test company .

Your situation is obviously more than just a visual glitch .

 

[ads2003uk]

maybe somehow register a claim against the software provider or license holder ? You have evidence against faulty software that has been validated by a test company .

Your situation is obviously more than just a visual glitch .

Who would that be?
I can only think UK gaming commission here as Evolution I think are based in Malta

 

[ads2003uk]

Still awaiting final decision/deadlock from them.
I've contacted them a number of times in past 10days but get the same thing on chat "no update, we will escalate".

IBAS can't do anything with out this (they've been included on all emails sent and I've forwarded MrVegas response Inc chat logs)

Is there anything else I can do?
Would UKGC do anything about it?

 

[bamberfishcake]

Still awaiting final decision/deadlock from them.
I've contacted them a number of times in past 10days but get the same thing on chat "no update, we will escalate".

IBAS can't do anything with out this (they've been included on all emails sent and I've forwarded MrVegas response Inc chat logs)

Is there anything else I can do?
Would UKGC do anything about it?

Afraid I doubt the UKGC will do anything, they have no real interest in helping the average player.

I wouldn't know where to take the issue next. It seems you have been given your explanation and final decision by Evo.

Perhaps @neilw may be able to advise or shed some light.

Hard to believe the system failed and allowed you to place a bet if there were insufficient funds. I just didn't think the systems would allow it.

 

[justdoit]

Still awaiting final decision/deadlock from them.
I've contacted them a number of times in past 10days but get the same thing on chat "no update, we will escalate".

IBAS can't do anything with out this (they've been included on all emails sent and I've forwarded MrVegas response Inc chat logs)

Is there anything else I can do?
Would UKGC do anything about it?

MR Vegas is moving to US,

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they dont care much about UK players, they holding money to lot UK players, try you luck on this numbers maybe UKGC will do something,

 

[justdoit]

they holding this streamers money £4500 for3-4 weeks

 

[goatwack]

Could just be something simple on their end, whereby bet was placed, player wins, and they decide to rip you off

 

[ads2003uk]

I've even done the whole screen shots with zero balance and £10 balance to prove the error messages you get.
Bet was accepted else how would I have been able to select try Yellow wedge/flapper.
Their explainations of visual glitch make no sense.
I'll give UKGC a call tomorrow as well as IBAS to see if they can do anything

 

[jasonuk]

IBAS can't do anything with out this (they've been included on all emails sent and I've forwarded MrVegas response Inc chat logs)

Curious why IBAS still aren't able to take it - the

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(which links on to the LCCP 6.1.1.2 - the licensing terms for the casino) says the internal process can terminate if unresolved for 8 weeks unless the customer has failed to respond to information (in a reasonable timeframe) or a final position or deadlock is issued.

If you do talk to the UKGC, make clear this is an ADR issue (in that MrVegas is refusing to allow IBAS to handle it) rather than a gambling complaint - the former the UKGC will handle, the latter they will not. Perhaps see if IBAS are willing to set a time frame as to when they'll automatically accept the case, because this does seem like significant stalling tactics now - and if this drags on for too long (e.g. six months+) then you have the other side where casinos can start to decline complaints...