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Hello, I was playing online Live Roulette and consistently betting 2 numbers. My number hit with a big multiplier but before the ball landed my bet was cancelled. A pop up window came up stating that my bet had not been received in time. However I placed my bet as soon as the bets opened. I have tried contacting customer support for the Casino as well as Pragmatic. Both have not been helpful. The casino doesn’t see the bet because it was cancelled. Pragmatic has not answered me about the cancelled bet. Please help. Is there a way they have a record of the bet being cancelled? I cannot access that information through my Casino account.

Dear Army,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Since the bets have been rejected before being accepted (not placed – won – cancelled) there is not much we can do for you. Please understand that no gambling establishment will pay your potential winnings if a bet has never been accepted. 

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Hello Petronela, it was a Live Roulette game. Not a slot machine. I placed my bet when bets opened so it should not have been cancelled.

Dear Army,

Even if you played Live Roulette it is still an online game that operates with software and the same rules apply as to any slot machine.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

The problem is that I did place my bet at the right time. I placed the same bet on the rounds previous to this one and they were ok. It doesn’t make sense why this bet did not go through the same way. The game provider has been uncooperative. The casino has not provided a response. I have not received an explanation as to why my bet was rejected. I find it very unfair that the game provider refuses to look into this matter further.

The issue may have been caused by insufficient internet connection or a technical problem. Could you please advise the correct disputed amount? How much were your bets?

Hello, the amount is correct. I bet a straight bet of $100 and 3 split bets of $200. There was also a multiplier of 400x. The payout would have been $200,000. It doesn’t make sense that my previous bets went through fine and this one with the multiplier and the winning number was rejected without explanation.

I understand your frustration, Army. However, please try to acknowledge that your bets have been rejected before the spin was over, hence before the outcome of the spin was known. If your bets have been accepted and later, after the sin was completed, rejected without a reason we would try to help you. Unfortunately, that's not the case.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

It could have been that my bet was purposely rejected because I had a large bet and there was a large multiplier. The bet was conveniently cancelled. Whereas my previous bets went through. There has to be further investigation in the matter.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.