WinMatch Casino - La apuesta del jugador se liquidó incorrectamente como pérdida.

I was playing lighting roulette on 6th October 00:30 am, I had placed ₹200 on each number totalling my bet amount ₹7400 result of that round was 16 number without any lightning the payput was ₹200x 30 = ₹6000, but winmatch settled this bet as a losing bet also just saying to me that u lost bet without telling any more details about that bet how I loss.

Dear Ganesh16420,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the communication between you and the casino’s customer support regarding the bet in dispute?

Additionally, kindly reach out to the casino and request your complete gaming history from October 6, specifically showing your Lightning Roulette gameplay, in Excel format. Once you have this document, kindly forward it to me at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Ganesh16420,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have asked them Evolution game history but they said we don't provide and u can check game history in evolution or winmatch itself, also I asked them about the specific game round details where in winmatch my bet shows loss of ₹7400 which is not present in my evoultion history, they didn't provide me any detials, I am adding chat screenshots here. Also I have already provided video links of my both evoultion Game history and winmatch Game history already, Thanks.

Thank you very much, Ganesh16420, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ganesh16420,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I must say the livechat operator provided a far-from-ideal service, although I understand that they don't have access to all the information and genuinely could not answer your questions they could at least provide advice on how to proceed. I will reach out to the casino team to shed more light on this matter. We would like to invite WinMatch Casino to join the conversation.

Dear WinMatch Casino,

Could you kindly clarify why the disputed round was classified as a losing one, as the player believes this to be incorrect? It should be possible to request the player's game log from the game provider to resolve this matter. Could you please explain why this step was not taken?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ganesh16420,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru