Videoslots - Newly Accredited

[nikantw]

Quite surprised we haven't seen any posts praising Videoslots for refunding them on losing bets yet though.

You know how I feel about this. I posted somewhere "casinos should always pay unless the player hacks the software".

What are the regulatory requirements in cases like this? Prove malfunction and refund all players? Can do anything they want? What passes as malfunction?

 

[interlog]

Chat transcript for transparency (make of it what you will):

Chat started on 23 Jun 2019, 05:09 PM (GMT+0)
(05:09:29) *** Me joined the chat ***
(05:09:29) Me: On Saturday 22/06/2019 I made a total deposit of £200 and played Merkur games and lost the deposit. No problem so far. However, I heard that there was a problem with the Merkur games and those players that won had their wins confiscated. Considering the problems with this provider on Saturday, can you therefore please reimburse me the £200 and confirm when this will be done
(05:09:47) *** VS ***
(05:10:13) VS: Hi Mark, how are you?
(05:10:15) VS: Could you kindly verify your date of birth and your address for me and I will have a look at your account?
(05:10:40) Me: DOB xx/xx/xxx, address xxxx
(05:10:55) VS: Hold on please.
(05:10:58) Me: ok
(05:16:58) VS: The problem was with Edicts games, not with Merkurs.
(05:17:14) Me: But they are the same provider?
(05:18:36) VS: What games exactly are you talking about?
(05:18:37) Me: You have taken the games offline now I noticed
(05:18:44) Me: Knights Life and Railroad
(05:19:40) VS: I do not know anything about it.
(05:19:47) VS: Only 2 games were affected.
(05:20:23) VS: So if you did not play those two games we did not contact you and everything is fine.
(05:20:41) Me: So why have you taken them offline then and why did you tell others that there was a problem with the provider?
(05:21:02) VS: What games are you talking about now?
(05:21:23) Me: Same games Knights Life and Railroad
(05:21:31) Me: One sec..
(05:22:36) Me: Visitor uploaded: Capture.JPG URL: Type: image/jpeg Size: 72064
(05:22:37) VS: We update our games and we often take down and launch new games, there wasnt any particular reason to take them down as far as I know.
(05:23:01) Me: You sent that email to another player saying you had probs with the provider4
(05:23:31) VS: Yes and if we did not send it to you it means it did not affect you.
(05:23:54) Me: I am not getting anywhere here so I will escalate it further. Thank you for your help
(05:23:57) Me: Have a good evening
(05:24:23) *** Me has rated the chat Bad ***
(05:24:25) *** Me left the chat ***

 

[colinsunderland]

Well I played Merkur games on Saturday and lost £200.

I just finished a chat with VS to ask for a refund and they are refusing, citing that the games I played were not affected (Knights Life and Railroad).

Incidentally, both games are not available any longer at this moment in time. Coincidence?

@Team.Videoslots care to look into this and let me know when my refund of £200 plus apology will be made - thanks

If the email is real it clearly states all Edict games, of which they are a part of I believe.

 

[interlog]

If the email is real it clearly states all Edict games, of which they are a part of I believe.

Correct.... hence that I will insist on the refund. Both the games that I played are offline at the moment so why take them down if there was/is no problem with it?

 

[colinsunderland]

Correct.... hence that I will insist on the refund. Both the games that I played are offline at the moment so why take them down if there was/is no problem with it?

Not being logged in shows only 6 Merkur games, is that the same when logged in? Thats a lot of games to remove if only 2 were faulty. You should have asked live chat which two games were faulty

 

[interlog]

Here is a screenshot of my bets on Saturday. I only deposited £200 and played Edict/Merkur only. It clearly shows nothing wagered yet there are wins and bets showing?

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[interlog]

Not being logged in shows only 5 Merkur games, is that the same when logged in? Thats a lot of games to remove if only 2 were faulty. You should have asked live chat which two games were faulty

Yep it only shows 5 games, all the rest no longer there. Clearly something wrong.

As to your last point..... I was not going to get anywhere and the poor sod on the other side of the chat probably couldn't help anyway. No point speaking to somebody that doesn't know Edict and Merkur are one and the same.

 

[Mr_Slot5]

Here is a screenshot of my bets on Saturday. I only deposited £200 and played Edict/Merkur only. It clearly shows nothing wagered yet there are wins and bets showing?

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The mind boggles as to what's going on behind the scenes at VS towers right now

 

[colinsunderland]

Yep it only shows 5 games, all the rest no longer there. Clearly something wrong.

As to your last point..... I was not going to get anywhere and the poor sod on the other side of the chat probably couldn't help anyway. No point speaking to somebody that doesn't know Edict and Merkur are one and the same.

Have a look at the weekend booster for that day, if it shows £0.00 then clearly something is up, if not get back onto support and ask why

 

[interlog]

Have a look at the weekend booster for that day, if it shows £0.00 then clearly something is up, if not get back onto support and ask why

£3 odd weekend booster..... it looks like the game played for me but wasn't connected to the Edict servers? Is that even possible?

 

[paul7388]

Well i can see why you would want the refund interlog.

But i can also see it from the casinos side. If i ran a casino and two games from a provider suddenly went faulty then to be on the safe side i would probably take the rest of them down at the same time just in case the same happened even if they were showing no signs of faults.

So although i know why you are wanting a refund unless those games are found to be faulty then i do not see a reason why you should be refunded if the casino has just took them down to be safe after what happened with 2 other slots. No doubt they will be getting checked and if a fault is found then you will be contacted like the players of the other slots.

 

[Mr_Slot5]

Well i can see why you would want the refund interlog.

But i can also see it from the casinos side. If i ran a casino and two games from a provider suddenly went faulty then to be on the safe side i would probably take the rest of them down at the same time just in case the same happened even if they were showing no signs of faults.

So although i know why you are wanting a refund unless those games are found to be faulty then i do not see a reason why you should be refunded if the casino has just took them down to be safe after what happened with 2 other slots. No doubt they will be getting checked and if a fault is found then you will be contacted like the players of the other slots.

But in fairness to the player, surely casinos should be claiming the liability back from the provider (if it's a provider fault), not automatically penalising the player, nor (allegedly) threatening people with the police

 

[paul7388]

But in fairness to the player, surely casinos should be claiming the liability back from the provider (if it's a provider fault), not automatically penalising the player, nor (allegedly) threatening people with the police

Yes. But i never commented on that. I merely commented that if the games Interlog had played were not faulty then he would not be entitled to a refund if they had just been pulled as a precaution. If indeed faulty he should be refunded.

 

[pinnit2014]

I'd have thought there would have been some sort of insurance and/or contract term between the casino and the provider anyhow (B2B and all).

That'd be an interesting convo with the police - you'll never believe it, someone won gambling: arrest them, sir.

 

[colinsunderland]

Well i can see why you would want the refund interlog.

But i can also see it from the casinos side. If i ran a casino and two games from a provider suddenly went faulty then to be on the safe side i would probably take the rest of them down at the same time just in case the same happened even if they were showing no signs of faults.

So although i know why you are wanting a refund unless those games are found to be faulty then i do not see a reason why you should be refunded if the casino has just took them down to be safe after what happened with 2 other slots. No doubt they will be getting checked and if a fault is found then you will be contacted like the players of the other slots.

But the email clearly states all bets from the provider were void, not just 2 games. I'm sure someone on here will have played magic mirror 2 there over the 2 day period so will be interesting to see if they were refunded any losses or had winnings voided as that was one of the specific games mentioned.

 

[interlog]

Yes. But i never commented on that. I merely commented that if the games Interlog had played were not faulty then he would not be entitled to a refund if they had just been pulled as a precaution. If indeed faulty he should be refunded.

I get all of that, but why then say to another player on email that there was a problem with the provider over a 48 hour period. That to me reads all games? Then there is also that screenshot of mine showing nothing wagered, yet I lost £200 and played exclusively Merkur games.

Not too fussed about the £200 to be honest, it is the principle of the matter. Strange the problem was only detected once big wins were to be paid out to the respective players.

I would like @Team.Videoslots to properly look into this and come up with some better answers than given so far.

 

[ChopleyIOM]

£3 odd weekend booster..... it looks like the game played for me but wasn't connected to the Edict servers? Is that even possible?

Trying to piece this together, including from reports over at the other forums, it looks like the games may have gone into some sort of 'demo mode' (which appears to be with some kind of massively enhanced RTP, so more like a 'show mode' scenario, where the game is showing off all its big pays and suchlike), there are reports that the game was allowing spins in real money mode when no cash balance was present.

By all accounts at least one person had a cashout successfully processed at VS before the penny dropped that something had seriously gone wrong.

It's hard to say exactly what happened at this point, but this is the sort of thing that can MASSIVELY undermine trust in playing online, so we need a clear explanation from VS and the provider as to what happened.

I also want to know if that chat transcript is genuine, did a VS representative really threaten a player with the police if the player didn't return funds already paid out to them?

 

[SteveBr]

Hypothetically speaking, would it be possible for a rogue element at Edict/Mercur to ramp up the RTP to a ridiculously high figure, say 1000% for example? Then let a friend know and tell them to fill their boots?

 

[paul7388]

I get all of that, but why then say to another player on email that there was a problem with the provider over a 48 hour period. That to me reads all games? Then there is also that screenshot of mine showing nothing wagered, yet I lost £200 and played exclusively Merkur games.

Not too fussed about the £200 to be honest, it is the principle of the matter. Strange the problem was only detected once big wins were to be paid out to the respective players.

I would like @Team.Videoslots to properly look into this and come up with some better answers than given so far.

I never bothered to read it all.

I just pointed out that if only one or two games were proven faulty then others might be took down as a precaution.

But if they were all took down as faulty then of course you should be refunded £200. Might not be a lot to you since that was amount you deposited but to me that would be a good withdrawal lol.

But no doubt all the games will be getting investigated with the provider by people higher up than chat personnel and i would imagine VS will refund players if the games were faulty.

 

[Mr_Slot5]

Hypothetically speaking, would it be possible for a rogue element at Edict/Mercur to ramp up the RTP to a ridiculously high figure, say 1000% for example? Then let a friend know and tell them to fill their boots?

Or maybe a streamer?

My initial thought was the same as Chopley's and that the slots crossed over into a demo type mode.

 

[ChopleyIOM]

Hypothetically speaking, would it be possible for a rogue element at Edict/Mercur to ramp up the RTP to a ridiculously high figure, say 1000% for example? Then let a friend know and tell them to fill their boots?

I'd expect all games to have a sort of 'GOD MODE' available to them (or just some sort of debug mode), on UK fruit machines it used to be called 'DOOR OPEN MODE', this is where the payouts were massively ramped up and players could move the reels however they wanted to get big wins and suchlike, the point being it was all in demo mode and the machine would never pay any of this money out, it was often used at trade shows and suchlike.

I think the wires got crossed here, and the slots were accidentally put into the equivalent of 'DOOR OPEN MODE' but the players were still playing on their real money accounts.

 

[interlog]

I never bothered to read it all.

I just pointed out that if only one or two games were proven faulty then others might be took down as a precaution.

But if they were all took down as faulty then of course you should be refunded £200. Might not be a lot to you since that was amount you deposited but to me that would be a good withdrawal lol.

But no doubt all the games will be getting investigated with the provider by people higher up than chat personnel and i would imagine VS will refund players if the games were faulty.

Well here is hoping that is going to be the case. But, from a PR perspective it may be wise for them to make a statement sooner rather than later as it is not looking good for them at the moment. A lot of distrust regarding this particular situation flying around at the moment.

 

[Team.Videoslots]

Hi everyone,

So, first of all, this is still an ongoing investigation from ourside together with Edict. We dont have all answers yet to why it happened or the reach of it (so far about 20 players are affected).

What do we know so far?

The technical issue was a glitch in the systems of one of our suppliers. During approximately 48 hours on the 21st and 22nd of June, two games from our game supplier Edict malfunctioned. These games were Magic Mirror Deluxe II and Gold of Persia. As a result, no bets were recorded or deducted from play, while wins were recorded and credited. Due to this error all game play during the period of malfunction of these games have been voided.

Until we find out the reason, all games from Edict will be offline.

Most players did not take adventage of this, but some did. We will go through case by case with the game provider. Further information will be published on our website.

@interlog , we will be looking into your case as well.

We apologize for the inconvenience.

 

[interlog]

Some more digging........

On another English speaking forum (initially linked to from here), winnings were confiscated because games were played on Magic Mirror Deluxe II and Fruit Mania/Arabian Nights. The person that won on Fruit Mania also played Rasputin but Videoslots never said there was a problem with that slot. It was Fruit Mania (where the win was) that malfunctioned.

On a Swedish forum, yet another player was denied winnings, this time on the slot called Rasputin, the same slot the above mentioned person played yet no mention was made by Videoslots that this malfunctioned too?

So that is 3 slots now that apparently malfunctioned and the confusion continues.

 

[interlog]

Hi everyone,

So, first of all, this is still an ongoing investigation from ourside together with Edict. We dont have all answers yet to why it happened or the reach of it (so far about 20 players are affected).

What do we know so far?

The technical issue was a glitch in the systems of one of our suppliers. During approximately 48 hours on the 21st and 22nd of June, two games from our game supplier Edict malfunctioned. These games were Magic Mirror Deluxe II and Gold of Persia. As a result, no bets were recorded or deducted from play, while wins were recorded and credited. Due to this error all game play during the period of malfunction of these games have been voided.

Until we find out the reason, all games from Edict will be offline.

Most players did not take adventage of this, but some did. We will go through case by case with the game provider. Further information will be published on our website.

@interlog , we will be looking into your case as well.

We apologize for the inconvenience.

So did you also confiscate a SEK158,000 win on Rasputin as reported on a Swedish language forum?

 

[Team.Videoslots]

So did you also confiscate a SEK158,000 win on Rasputin as reported on a Swedish language forum?

The case on the swedish forum was a mistake from ourside. We believed the player won in Magic Mirror Deluxe II or Gold of Persia but that wasnt the case. We have already called player to apologize. Things was unfortunately done in a rush during weekend hours.

 

[ChopleyIOM]

Hello @Team.Videoslots - can you please confirm if the chat screenshot is genuine whereby a player is threatened with the police if he does not return funds already paid out, and that there is 'no way around this'?

Thanks

 

[Team.Videoslots]

Hello @Team.Videoslots - can you please confirm if the chat screenshot is genuine whereby a player is threatened with the police if he does not return funds already paid out, and that there is 'no way around this'?

Thanks

We phoned all affected players to explain the situations, then a follow up e-mail from our legal department. Further discussions have been ongoing with some players over e-mails. I'm not aware of any conversations over live chat.

 

[Nicola]

Wow a messy situation - Malfunction voids play and pays and all that. Most casinos do have in their terms if a customer is paid to their player or bank account in error they must return the funds to the casino. Perhaps threatening police action this early is OTT but is within their rights.

 

[colinsunderland]

We phoned all affected players to explain the situations, then a follow up e-mail from our legal department. Further discussions have been ongoing with some players over e-mails. I'm not aware of any conversations over live chat.

That same player stated he was threatened with the police over the phone before he went on live chat and was told the same. So is that the official line, return the money or you will involve police? What law do you think has been broken?

Are you stating that in a 48 hour period, only 20 players played Magic Mirror Deluxe II and Gold of Persia? Have you refunded all players losses on those 2 games for the period in question?

 

[Jono777]

*General thought brought on by this situation.....

I often wondered what would happen if a player won big, maybe their first ever big win, went out spending to celebrate or to buy something "to show" for their winnings and then ended up in this scenario????

A low roller or medium roller for instance who could not afford to repay thousands in one hit.....

Maybe they'd be more than willing after seeing evidence of malfunction to repay but not in a position to do so.....

 

[goatwack]

Once paid into my account, I don't think I'd be hoarding the money either

"Hey dear, that money I won gambling, I best hold on to it because I'm about 50/50 as to its legitimacy"

 

[colinsunderland]

Wow a messy situation - Malfunction voids play and pays and all that. Most casinos do have in their terms if a customer is paid to their player or bank account in error they must return the funds to the casino. Perhaps threatening police action this early is OTT but is within their rights.

Breaching terms and conditions is not a police matter. Don't see anything in the T&C's (UK ones) that say that they must return them either. Just that VS's will attempt to set the account to the position it was before the error occurred.

 

[Team.Videoslots]

That same player stated he was threatened with the police over the phone before he went on live chat and was told the same. So is that the official line, return the money or you will involve police? What law do you think has been broken?

Are you stating that in a 48 hour period, only 20 players played Magic Mirror Deluxe II and Gold of Persia? Have you refunded all players losses on those 2 games for the period in question?

As explained, the bug is that no bets was taken, only wins credited. So there are no bets to refund.

Please guide me to the player that feels threaten so I can help him/her out.

 

[Casino12345]

As explained, the bug is that no bets was taken, only wins credited. So there are no bets to refund.

Please guide me to the player that feels threaten so I can help him/her out.

Good to see your side of the story as well. If there wasn't any bet reduced then the player could maybe have the idea that something wasnt working properly.

Can you check if that chat transcript was correct? Cause that concers me actually the most.

 

[paul7388]

As explained, the bug is that no bets was taken, only wins credited. So there are no bets to refund.

Please guide me to the player that feels threaten so I can help him/her out.

Guessing the player in question they are asking about is the copy of live chat in post 12737 involving heidi.

 

[Oscar Arnhem]

@Team.Videoslots ,

Is this a real chat??

 

[Casino12345]

Furthermore, if it is correct, would you call your local police office? Or mine? Or would you come around in person?

 

[colinsunderland]

As explained, the bug is that no bets was taken, only wins credited. So there are no bets to refund.

Please guide me to the player that feels threaten so I can help him/her out.

20 still seems a very low number, in that case, even someone who won 10p would have an account adjustment surely?
The player in question I copied the chat and post from casinogrounds a couple of pages back, its got the customer name and chat ops name so shouldn't be hard to trace I wouldn't have thought
Thanks for replying

 

[nikantw]

I guess this particular case is pretty clear (no bets deducted from players balance) and obviously everyone playing knew pretty well what they were doing.

But I would like my questions answered about other possible situations this term can be applied.

 

[goatwack]

If you see a heavy police presence in your neighbourhood, don't worry. It's just another swindling VS player

 

[Team.Videoslots]

The specific player mention on Casinogrounds, his account is open as he wrote. So there are no claims against him. Regarding the chat, I forward that to our head of support to investigate, but that is not what we teach our agents to communicate. If that happened, it will be dealt with properly.

 

[PCJACKPOT2008]

Hmm, something is wrong with Blazing Star by Merkur. A while ago I won 50 SEK with 2.5 SEK bet and I thought the win didn't credit the balance but I did quickspins so I thought I just saw it wrong. Then it happened again and again. Not on every win of 50 SEK or 60 SEK but everytime I thought a win didn't credit my account it was on those two win amounts. Yesterday I saw it happen three times when I din't quickspin.

Hard to describe this and I don't have any screenshots but I thougt you should be aware. I have done almost 700k spins on this slot and it's in the last few weeks I have had this problem.

I play such low stakes that I didn't bother contacting you and since no one else did, I thought I was seeing things. I have had more sessions on Edict were both wins didn't add to the balance and losses didn't take from the balance for a few spins but it hasn't happened in the last few weeks or so.

Shame about all of this. I've seen posts on other forums with players clearly lying about how they "won" their money.

 

[Biti]

Some more digging........

On another English speaking forum (initially linked to from here), winnings were confiscated because games were played on Magic Mirror Deluxe II and Fruit Mania/Arabian Nights. The person that won on Fruit Mania also played Rasputin but Videoslots never said there was a problem with that slot. It was Fruit Mania (where the win was) that malfunctioned.

On a Swedish forum, yet another player was denied winnings, this time on the slot called Rasputin, the same slot the above mentioned person played yet no mention was made by Videoslots that this malfunctioned too?

So that is 3 slots now that apparently malfunctioned and the confusion continues.

In the end, the player could keep his money, when it seemed that he would ask a lawyer and the gaming authority in Sweden to have a look after it. Even if it was a technical error, of which VS provided no evidence to the player, then this could be a problem as the system and games of VS have to work well of course.

That same player stated he was threatened with the police over the phone before he went on live chat and was told the same. So is that the official line, return the money or you will involve police? What law do you think has been broken?

Are you stating that in a 48 hour period, only 20 players played Magic Mirror Deluxe II and Gold of Persia? Have you refunded all players losses on those 2 games for the period in question?

That's the question indeed.

It feeds the perception of some people that if you win big in a casino, they'll try to come up with something to not pay.

 

[ternur]

Only had a quick read here, so if I missed something, please correct me.

That same player stated he was threatened with the police over the phone before he went on live chat and was told the same. So is that the official line, return the money or you will involve police? What law do you think has been broken?

Breaching terms and conditions is not a police matter. Don't see anything in the T&C's (UK ones) that say that they must return them either. Just that VS's will attempt to set the account to the position it was before the error occurred.

If a player has been paid out due to malfunction, it would be possible to classify it as fraud. But this would require knowledge of the malfunction and intent from the player. But mens rea would also require the accusing party to prove their accusations.

Otherwise this would be a matter of breach of contract like you pointed out. And threatening to involve police in this case if the funds are not returned would be way out of line.

 

[Kroffe]

only 20 affected players during 48h seems incredibly low.

Sure, its not the most mainstream provider, but only 20? During a weekend aswell.

 

[kds1977a]

i have been affected by this issue while out in the pub on friday i was playing on mobile like i do sometimes when its quiet just stick it on autoplay and take a look when a bonus lands. so wasnt really taking any notice of the balance as when the reels are spinning you assume that all is fine. after a while got a good bonus couple of £k so left it and withdrew, the withdrawal took around 45-60 mins to process as you would expect the staff to check all is in order and if there were problems you would expect it to show on their system then (or is it automatic?) .
i then went to login saturday morning and my account says it has been deactivated for some reason contact support. so i just went out for the day thinking ill sort it out on monday morning as probably easier in working hours. then saturday afternoon i had a call from a restricted number it was videoslots saying there was a malfunction and the money has to be paid back or they will go to police. i said you what? can i have some more details and can they send me a letter to that effect. they said they would send an email. the guy on the phone sounded a little rude as there was no plesantries like good afternoon or anything no security checks just said that it was videoslots and we want the money, i can understand that they may have been under some considerable pressure as with the popularity of these game i would say more than 20 people have been affected and a considerable sum has walked out their door.

i have spoke to another player who has said to me that it wasnt just the 2 games , knights life and light blocks was also affected. they also have had the phone / email. they did try other casinos on the same day to see if there was an issue there but it appears to be just videoslots.

i have the basic same email that others have saying that the provider was having a problem for 48 hours....
i have replied and have no issues returning the cash to them if there is a legal requirement to do so, but reading some of the posts on here and other forums im now in 2 minds i have read the t&cs and its all there that funds must be returned etc. but would they be able to go to the police or is it a civil mater and they would have to take you to county court. (can they do that being registered outside uk?)

thoughts everyone?

 

[colinsunderland]

i have been affected by this issue while out in the pub on friday i was playing on mobile like i do sometimes when its quiet just stick it on autoplay and take a look when a bonus lands. so wasnt really taking any notice of the balance as when the reels are spinning you assume that all is fine. after a while got a good bonus couple of £k so left it and withdrew, the withdrawal took around 45-60 mins to process as you would expect the staff to check all is in order and if there were problems you would expect it to show on their system then (or is it automatic?) .
i then went to login saturday morning and my account says it has been deactivated for some reason contact support. so i just went out for the day thinking ill sort it out on monday morning as probably easier in working hours. then saturday afternoon i had a call from a restricted number it was videoslots saying there was a malfunction and the money has to be paid back or they will go to police. i said you what? can i have some more details and can they send me a letter to that effect. they said they would send an email. the guy on the phone sounded a little rude as there was no plesantries like good afternoon or anything no security checks just said that it was videoslots and we want the money, i can understand that they may have been under some considerable pressure as with the popularity of these game i would say more than 20 people have been affected and a considerable sum has walked out their door.

i have spoke to another player who has said to me that it wasnt just the 2 games , knights life and light blocks was also affected. they also have had the phone / email. they did try other casinos on the same day to see if there was an issue there but it appears to be just videoslots.

i have the basic same email that others have saying that the provider was having a problem for 48 hours....
i have replied and have no issues returning the cash to them if there is a legal requirement to do so, but reading some of the posts on here and other forums im now in 2 minds i have read the t&cs and its all there that funds must be returned etc. but would they be able to go to the police or is it a civil mater and they would have to take you to county court. (can they do that being registered outside uk?)

thoughts everyone?

Are you the person who posted on CG's about the police and provided the live chat screenshot?

TBH if the phone call happened the way you said it was, I would tell them to sing for it and tell them to call the police. I would also expect proof of the malfunction from both Videoslots and Merkur, in writing, before considering giving them a penny back. And by proof I don't mean just an email saying there was a fault, actual proof there was a fault.

 

[Biti]

Thoughts? If no money was taken from your account, you haven't bet. You could start eventually start a discussion if it's their obligation to place your bet. A bit similar if you give your broker an order to sell some shares, he forgets it and the stock price of that share plumbs. You placed the order, had money in your account. Perhaps it's worth starting that discussion. I don't know how legally that thing exactly is. But for sure, they would have to take you to court. Police are not going to do anything about this.

But if I read here, they threated people (by mistake they say) that won on other slots, threaten someone with going to the police and all without any evidence. That sounds like a mess. I can imagine people do not pay any money back just upon a statement from a casino.

In general, this is not good for the image of online gambling and the way VS is handling this, doesn't give a good impression either.

 

[kds1977a]

Are you the person who posted on CG's about the police and provided the live chat screenshot?

TBH if the phone call happened the way you said it was, I would tell them to sing for it and tell them to call the police. I would also expect proof of the malfunction from both Videoslots and Merkur, in writing, before considering giving them a penny back. And by proof I don't mean just an email saying there was a fault, actual proof there was a fault.

no im not the one on casinogrounds i only found out about others having issues this afternoon when i see this thread