Question Win not posted in balance (netent)?

asm

Experienced Member
PABinit
Joined
Mar 9, 2015
Location
Finland
Ok,

so I am 1k up and trying to meet the WR, and to my surprise I happen to hit a x150 and score somewhere over 500€. Much to my dismay, I noticed after a dozen or so rounds that the win didn't actually post in my balance. An error of some sort.

Has anyone ever had this happen, and how much of a hassle will this be to fix? Can it be fixed? Naturally I tried to contact support but at this time there's no one live so I'll have to wait for the email.
 

Blathaon

Dormant account
Joined
Oct 17, 2011
Location
Norway
Ok,

so I am 1k up and trying to meet the WR, and to my surprise I happen to hit a x150 and score somewhere over 500€. Much to my dismay, I noticed after a dozen or so rounds that the win didn't actually post in my balance. An error of some sort.

Has anyone ever had this happen, and how much of a hassle will this be to fix? Can it be fixed? Naturally I tried to contact support but at this time there's no one live so I'll have to wait for the email.

I have had this happen several times with different providers and at different casinos, normally you don't have to do anything and it should be added to your balance automatically after a few minutes or an hour tops.

But if this doesn't happen you are probably dealing with something more serious than a delayed win. I would contact support and explain what happened and give them the approximate time of when it happened so they can check the logs, if they don't find the win have them contact NetEnt and ask them to investigate. If NetEnt doesn't find the win that you saw on your screen then you unfortunately won't have much of a case unless you have screenshots or video of it, as it will be your word against the server. And as the T&C's of every casino says "In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim."

The reason i started recording my slot play is because i had a similar issue with DOA back in either 2012 or 2013. I had left it on autoplay with no stop trigger knowing that if you get the extra spins in the feature it will stop, so i came back several hours later to the game still running and my 5 extra spins ready to be played, i hit play and the game reloaded and the bonus was gone(normally the game would reload if you had been away too long, but you would still be able to resume the feature) i had done this many times before with no issues. But this time no win was added and nothing showed in the play logs... And as i had no proof other than my word i didn't get anything.

I have fortunately never had this happen since though so i think it's a rare issue, but others have had similar problems. https://www.casinomeister.com/forums/threads/show-me-the-money-screenshots-min-1000xbet.32622/


I hope you get your money, best of luck :)
 

asm

Experienced Member
PABinit
Joined
Mar 9, 2015
Location
Finland
Damn that DOA story sucks :eek:


Next morning, not updated and no sign of support being awake. Gotta go to work. It doesn't help reassure me that this is a relatively new casino. I have gotten paid once so I am kind of hopeful.

You're right, I have thought about recording gameplay but my computer can't handle that kind of a load. Perhaps if I get that ~500 on top of that 1k and everything goes as planned, I'll get a new one that can.
 

asm

Experienced Member
PABinit
Joined
Mar 9, 2015
Location
Finland
Damn, it looks like I got robbed pretty badly. Granted, part of it is my own fault of course.

The terms state the maximum withdrawal for a match bonus is 1k. I didn't notice this while reading the terms. Oh well, that's 700 euros down the shitter but trying to stay positive here: 4 deposits of €50 each and I got €1500 out of it (500 paid out with the second deposit, and this 1k probably paid out this week) so can't complain, even if that 700 is a decent sum of money.

Guess who won't be depositing anymore though.
 

slotmaster

Paleo Meister (means really, really old)
Joined
Apr 2, 2011
Location
Ontario
Had this happen like 2 weeks ago, Knew I was not going to get it and you won't either. Waste of time going to chat or having it investigated as most likely "malfunction voids all pays and plays" will come into effect or even more likely they don't care.

Best to forget you even hit and move on to save you from being upset and stressed.
 

Blathaon

Dormant account
Joined
Oct 17, 2011
Location
Norway
Damn, it looks like I got robbed pretty badly. Granted, part of it is my own fault of course.

The terms state the maximum withdrawal for a match bonus is 1k. I didn't notice this while reading the terms. Oh well, that's 700 euros down the shitter but trying to stay positive here: 4 deposits of €50 each and I got €1500 out of it (500 paid out with the second deposit, and this 1k probably paid out this week) so can't complain, even if that 700 is a decent sum of money.

Guess who won't be depositing anymore though.

Ouch, that sucks :( Unreasonable terms imo. Max withdrawals is only acceptable for no deposit bonuses, it's completely unreasonable when you put your own money on the line. Which casino is this?
 

asm

Experienced Member
PABinit
Joined
Mar 9, 2015
Location
Finland
I'll tell you after if and when I get paid, wouldn't want to poop on someone that might be petty ....yet :cool:

You're right, I thought it is unreasonable. I haphazardly read the terms, as the most obvious traps are excluded game lists and max wagering rules.
 

Simmo!

Moderator
Staff member
Joined
May 29, 2004
Location
England
I have had a similar thing on 3 occasions and following investigations, have been paid out on 2. All casinos have play logs and every spin is recorded so there is no reason why they shouldn't be able to sort out a balance issue. The issue can be caused when the game has to pass the result of a spin back from the game server to the operator's gaming server (where your account is held) and for some reason fails...but the spin and result itself will still be logged on the game server.

The instance where I wasn't paid out was a genuine "malfunction" (actually an error in the maths of the game) where the bonus wheel had x panels yet x+1 stops in the Maths (so it showed that I won a larger jackpot than was the case). In that case, although I didn't get credited the amount it displayed on my screen, the operator was able to find the issue with the help of the developer.

So it's always worth flagging the error (with the exact time if possible) to the operator.
 

asm

Experienced Member
PABinit
Joined
Mar 9, 2015
Location
Finland
the casino in question was spilleren

not only did they take the over 500 from my account, it seems that everything excluding deposits requires pretty much hours and hours of chatting with the livechat. Probably the most terrible casino experience I've had functionalitywise. It took me over a week to withdraw my last win, because they just simply cannot make a functional casino it seems.

Just won 300 more today, tried to withdraw but of course it didn't work so I just played it all chasing for a big fish. Asked them to delete my account, probably won't get an answer for a week because that's how they work.

Oh well, despite their inability to do anything right, confiscating over 500 because of their unfair rules, and not being able to credit the majority of the bonuses promised, I did manage to withdraw 1500€ with a 300€ deposit combined. Not too bad, but I'll avoid this like herpes from now on. Definitely reminiscent of spinempire with their complete helplessness to run a casino.
 
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