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CASINO GURU

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We believe in a number of meticulous solutions.

game with problem

#10:29:47 10/9 19:30:33

A new conversion notation in Japanese yen started, and a problem occurred.

It happened with Lightning Roulette.

Previously, both Ripple deposits and Litecoin deposits were converted into mBTC rates.

There was no inconvenience because favorites were also registered with the currency chip.

In LightningRoulette

First, I registered my favorites in Japanese Yen notation with the smallest size chip.

When I started the same game again, the balance display was converted to mBTC.

But the rate conversion was not done in the favorite function.

Unlike the amount when you registered as a favorite, it is a bet with an amount that has not been set.

Since the currency notation of the balance is also converted into a rate, it is correct that the bet amount set in Favorites is also converted.

If you change the in-game currency, your favorite

There is a great deal of dissociation between tip units and currencies.

I don't think it's very user friendly.

From the user's point of view,

I think that it occurred because I neglected my duty to break safety measures.

The amount of bets I did not register has been changed, so I would like it to be disabled.

CASINO GURUさま

お世話になります。

数々の丁寧な解決実績を信頼します。

問題のあったゲーム

#10:29:47 10/9 19:30:33

新たに日本円での換算表記が始まり、不具合が発生しました。

LightningRouletteで起こりました。

以前はリップルの入金もライトコインの入金もmBTC単位のレートに換算されていました。

お気に入りもその通貨チップで登録するので不都合はありませんでした。

LightningRouletteにおいて

はじめに日本円表記でお気に入り登録を最小サイズのチップで登録しました。

再び同じゲームを始めたら残高の表示がmBTCにレート換算されていました。

でもお気に入り機能ではレート換算されていませんでした。

お気に入り登録したときの金額と違い、設定していない金額でのベットです。

残高の通貨表記もレート換算されているのでお気に入りで設定したベット金額も換算されているのが正しいです。

ゲーム内通貨を変更した場合、お気に入りの

チップの単位が通貨によって多大な解離が発生しています。

大変、ユーザーフレンドリーではないとおもいます。

ユーザー視点で、

安全策をこうじる義務を怠ったために発生していたとおもいます。

登録していないベットの金額改変になってしまったので無効にしてほしいです。

Dear DRPAD15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the currency of your real balance has changed during the game? Have you communicated this issue with the casino directly? If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

As of 10/26, this problem does not occur if the active currency is set to Japanese Yen. You have taken appropriate preventative measures.

10/26、現在、アクティブ通貨を日本円にした場合、この不具合は発生しません。適切な防止策をこうじていただけました。

Thank you, DRPAD15, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

I pointed out the preventive measure for this problem and took measures against it.

I kept it private because it had a big impact.

Regarding the game with the problem, unlike the time of registration, the bet amount has been modified, so please negotiate to have it invalidated.

This is a game image that had a problem before the repair.

Please correct the amount in dispute to 240mBTC.

この不具合の防止策はぼくが指摘して対策されたものです。

影響が大きいので非公開にしていました。

問題のあったゲームについては登録時とは異なり、ベット金額の改変ですので、無効にしていただけるように交渉をお願いいたします。

これが改修以前に不具合のあったゲーム画像です。

係争額は240mBTCへ訂正してください。

forwarded email from the casino to the player:

"Thank you for always using Sportsbet.io.

We would like to inform you about the matter that Evolution was investigating.

Regarding Roleta Relâmpago's rejection of bets in the four rounds,

You can place bets using the favorites/special bets feature.

Here, one wager is set to 0.05 yen.

Round ID: 171ccfcd79395dbf2a1bcf71 We had you select 12 straight up spots, but the total bet amount was 0.6 yen, which is less than the minimum bet amount of 20 yen, so your bet was not accepted.

The bet of 0.6 yen will be promptly refunded to your account balance.

171ccff15362ca1706758a3c / 171cd0096cc3c88dba26bbc1 / 171cd047f190e078d5c31a56

The contents of these three rounds will be the same.

In the above rounds, there were no problems with games or servers.

Thank you very much.

sportsbet.io

Customer Support"

forwarded email from the casino to the player:

" いつもスポーツベットアイオーをご利用いただきまして、ありがとうございます。

Evolutionにて調査を行なっておりました件に関しましてご案内いたします。

Roleta Relâmpago の４つのラウンドでのベット拒否に関しまして、

お気に入り・スペシャルベットの機能をご利用いただき、ベットを行っていただいております。

こちら、1ヶ所の賭け金が0.05円の設定です。

ラウンドID：171ccfcd79395dbf2a1bcf71 こちらではストレートアップで12ヶ所選択を行っていただいておりましたが、合計ベット金額が0.6円となり、最低ベット金額の20円に満たないため、ベットは受け付けられませんでした。

賭け金の0.6円は速やかにアカウント残高に返金となっております。

171ccff15362ca1706758a3c /  171cd0096cc3c88dba26bbc1 / 171cd047f190e078d5c31a56

こちらの３つのラウンドに関しましても、同様の内容となります。

上記のラウンドにおきまして、ゲームやサーバー等の不具合はございませんでした。

どうぞ、よろしくお願いいたします。

スポーツベットアイオー

カスタマーサポート"

The abovementioned email says that the amount was refunded back to you. Is that correct?

Mr. Petronella

Thank you for your efforts.

Sportsbet.io's reply says they refunded because the minimum bet amount was not met.

This bug occurred when the Japanese yen was set as the active currency when registering as a favorite with virtual currency.

It does not have a realistic procedure of registering favorites by chip.

Favorites are not rate-converted, resulting in significant dissociation.

Pointing it out, Sportsbet.io took measures and currently there are no problems.

Please negotiate to invalidate the modification of the bet amount.

Since it has been made public this time, I would like to receive an official response from Sportsbet.io.

ペトロネラさま

ご尽力くださり、ありがとうございます。

スポーツベットアイオーの返信はベット最小金額に満たないため返金したといっています。

この不具合の発生は仮想通貨でお気に入りに登録した場合、日本円をアクティブ通貨にすると発生していました。

チップによってお気に入り登録するという現実的な手順をしていません。

お気に入りはレート換算されていないため多大な解離が発生します。

それを指摘し、スポーツベットアイオーは対策をたてて現在は不具合は発生しません。

ベット金額の改変は無効にするように交渉をお願いいたします。

今回、公開されましたのでスポーツベットアイオーからの正式なご返答を希望します。

Mr. Petronella

Supplement a little.

Evolution knows the details of how to place bets.

This bug is due to a change on the Sportsbet.io side.

It occurred because the Japanese yen notation started newly.

The bet amount registered in Favorites has been modified.

It does not follow a realistic procedure for chipping like a land casino.

It occurs because you neglected your duty to break safety measures.

Currently, when the active balance is set to Japanese Yen, users can play safely because they have taken appropriate preventive measures.

ペトロネラさま

少し、補足します。

エボリューション側ではベットのかけ方の詳細を把握しています。

この不具合はスポーツベットアイオー側の変更にあります。

新たに日本円表記が始まったために発生しました。

お気に入りに登録したベット金額の改変になっています。

ランドカジノのようにチップでかける現実的な手順をふんでません。

安全策をこうじる義務を怠ったために発生しています。

現在ではアクティブ残高を日本円にした場合、適切な防止策をこうじていただいたのでユーザーは安全にプレイできます。

Thank you very much, DRPAD15, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Pedronella

Thank you. I recognized you as an impartial third party. All were public and became user-focused cases. And I think mediation like yours is necessary for users. I would like to help you in Japan.

May the casino be a fun space.

ペドロネラさま

ありがとう。あなたがたが公平な第三者機関だと認識しました。すべては公開され、ユーザーの注目する事案となりました。そしてあなた方のような調停がユーザーにとって必要とおもいます。日本でのお手伝いをしたいです。

カジノが楽しい空間でありますように。

Hello DRPAD15,

I am sorry to hear about your troubles.

I am not sure if I completely understand the issue you were experiencing. (maybe also because of the translation from Japanese to English) but I am sure we will move forward.

So let's try to summarize:

So far, I understand that because JPY has started to be available as a new currency (or conversion has begun to be available), there was a bug which incorrectly displayed the currency.

If I am correct, could you please show me where? (if you have a screenshot) How did this affects your gameplay, and did you lose money because of this bug? (and if yes, then how much?)

Petronella and Mateji

Thank you for your cooperation in the public space.

Yes, there are differences in nuances, culture and laws in Japan. I would like to help you with that.

I was a game debugger, so I was worried about the seriousness and credibility of the matter, so I delayed the release.

There are bound to be problems with anything new. However, in this case, it became inconvenient because we sought convenience.

I understand your activity.

In this case, I would like to receive a public response about the dissociation of a large amount of money even though I set it as my favorite.

Wouldn't it be nice if you could set the range and amount of your bets in one go with your favourites? . However, this time, unlike when I registered, the bet amount was changed.

It's a problem to bet with a different amount than registered, isn't it? .

ペトロネラさま、マテジさま

公開の場にて協力していただきありがとう。

はい、日本においてニュアンス、文化、法律など違いがあります。その点をお手伝いしたいです。

ぼくはゲームデバッガーをしていたのでことの重大さや信用について憂慮していたため公開を遅らせました。

新しいことに関して不具合はつきものです。ですが、利便性を求めたために不便になったのが今回のできごとです。

あなた方の活動は把握しました。

今回の件では自分がお気に入りで設定した金額なのに多大な金額の解離になったことについて応答を公開でうけたいということです。

もし、あなたがお気に入りでベットを一発で範囲と金額を設定できるなら便利でしょう？。ですが今回、登録したときとことなり、ベット金額を改変されたのです。

登録と違う金額でベットなんて、不具合ですよね？。

There is also a translation, and I will supplement it.

Suppose you registered a favorite with the minimum tip in your country. Sportsbet.io accepts various currencies.

Is it easy for the user to understand his currency unit? .

As a result of pursuing the convenience, inconvenience occurred.

Originally, the advantage of favorites is that you can set your favorite amount at once.

However, this time, Sportsbet.io can be placed anywhere you like, but the unit of money is different.

Why is the balance converted into a rate, but the favorite is not converted? ? .

No, to what extent do you accept dissociation? ? .

Shortcuts you don't like, let alone your favorites? .

But this is a rare case only when there is ample balance.

This time, since it has been released, I would like to ask for an official view from Sportsbet.io.

翻訳のこともあり、補足します。

もしも、あなたの国で最小チップでお気に入り登録したとします。スポーツベットアイオーは様々な通貨をうけいれています。

そのユーザーにとっては自分の通貨単位がわかりやすいですよね？。

その利便性を追及した結果、不便がおきました。

お気に入りは本来、好きなところ好きな金額を一発設定するのが利点です。

ところが、今回、スポーツベットアイオーは好きな箇所に措けるけど、金額の単位は違うよって、言ってます。

なんで、残高はレート換算されてるのにフェバリットは換算しないの？？。

いや、解離はどこまで認めるの？？。

お気に入りどころか、お気に入りじゃないショートカットですよ？。

でも、これは潤沢な残高あるときに限るレアケースです。

今回、公開されたのでスポーツベットアイオーからの正式な見解を求めます。

I would like to invite the casino representative into the case:

Dear casino representative, could you please explain to us what happened and if you can compensate DRPAD15 for his inconvenience?

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.

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. 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 might 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. In the meantime, I recommend you contact the Curaçao eGaming Authority (Please access the website through a link on the casino website footer, see pictures) and submit a complaint to them.

The Gaming Authority has more options and tools to help players. Please let me know if you submit a complaint to licensing authority or if you need help with submitting the complaint. (matej@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Matej-san

Thank you for your effort.

It is very disappointing.

I asked Sportsbet.io for an appropriate response,

We judge that you are not qualified to call yourself fair gambling.

Therefore, we will file a complaint with the licensing authority.

Thank you for your cooperation.

Matejさん

ご尽力くださりありがとう。

非常に残念です。

適切な対応をスポーツベットアイオーに求めましたが、

公平なギャンブルを名乗る資格がないと判断します。

よってライセンス機関へ提訴いたします。

ご協力ありがとうございました。

Thank you, DRPAD15.

Just please write to me when the complaint will be submitted to the regulator. We have a special status for these complaints.

Matej-san

It is very reassuring to have impartial professionals like you.

I think it's time for regulators to monitor and correct Sportsbet.io.

Failure to take accountability for what an expert sees as problematic would affect the license.

Thank you for your continued cooperation.

We hope you enjoy the casino.

Matejさん

あなたがたのような公平な専門家がいてたいへん心強いです。

規制当局がスポーツベットアイオーを監視、是正する段階とおもいます。

専門家がみても問題があることに対して、説明義務を果たさないのはライセンスに影響するでしょう。

引き続きご協力をお願いいたします。

カジノが楽しくできるよう願っています。

Dear DRPAD15,

Could you please confirm that you followed my instructions and submitted your complaint to the regulator?

(I can't submit the complaint to the regulator for you, each player must submit the complaint by himself).

I am sorry, but from your answer, it is not clear if you already did it.

Matej-san

From the Sportsbet.io page

I have submitted a complaint to a regulatory authority.

Even from an expert's point of view, it seems that there is a problem, so I hope that you will take appropriate measures.

thank you for your cooperation.

Also, if you have taken action due to a problem, please let us know the result.

Matejさん

スポーツベットアイオーのページから

苦情を規制当局へ提出しました。

専門家からみても問題ありと思われるので適切な対応をしていただけると期待しております。

ご協力いただきありがとうございます。

また、不具合により対応をしていただいた場合は、結果をご報告させてください。

Thank you for the confirmation.

I am now closing the complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the complaint when you get a final response from the regulator, and we will close the complaint accordingly.