joshnadin

Those are your deposits and withdrawals, that is not used to calculate your RTP percentages. You have 'won' far more than £29K, but you have used a lot of the money credited back to your account to continue playing. You've also got to remember that a slot machines stated RTP is based of millions upon millions of spins, for every single player over the games lifetime. -- It doesn't matter in the long term, as long as the coding and the maths is correct when it comes to probability, the game will always operate extremely close to the expected RTP without having to 'know' the previous results. Just like when you play Blackjack, the cards don't 'know' the previous outcome, but over the long term, the games always, always operates within the stated RTP after a long enough sample size. It just all comes down to simple maths.

I am very sure that it doesn't affect your gameplay. A slot machine can't look at a previous result and use any information from it to determine what it is going to do next. Every spin is independent. Return To Player is one of the most simple things for anyone to work out. The total amount returned divided by the total amount gambled. If you bet £100 and received £70 back, you have a 70% RTP. If you bet £10,000 and receive £50,000 back, you have a 500% RTP, for example. It's not really different games for different 'players', it's more country specific. You're not being treated any more fairly or unfairly than anyone else in the U.K. Plus, Videoslots is not the only online casino that offers lower RTP on Play n'Go. It's unfortunately the majority, rather than the minority of casinos now.

Okay, sure. I understand that it's frustrating that your 'actual' RTP may not be accurately reflected, but it doesn't affect your gameplay, or odds of winning or losing. The RTP is generally the same across the board, however games from certain providers, in most cases Play n'Go, do have different versions of games available to casinos. Casinos may decide to offer the lower RTP versions to customers in certain countries, for a variety of different reasons. Some Play n'Go games have been seen with less than 90% RTP which is pretty disgusting. I kind of get why casinos have to do this in order to have a sustainable business model. For example, if they didn't do this in Germany, the gambling taxes are so ridiculously high that the casinos would actually lose money on the game. I always recommend players get into the habit of checking every games RTP before playing. If it's lower than 95ish%, close it and stay away. There are much better games for you to be playing. It's frustrating having to check this, and all providers should clearly show the games RTP on the loading screen without having to look into the games menu, just like @Push Gamingdo. As smart gamblers, its our responsibility to make intelligent choices that maximise the potential to have profitable sessions and lose the minimum over the long term. Aside from this, if more people simply didn't play the low RTP versions of games, they would slowly disappear from the market. But unfortunately, your average recreational player doesn't understand what RTP is, and will not check it or care about it.

The stated RTP here is correct. If we take your average bet of £0.40 and apply it as a percentage to your biggest win, above is the percentage. Then, if we divide that by the three spins per session you've done, you end up with an RTP of 15,838%. I'm assuming one of the other two spins was a loss, and the other a very small win, from what your 'hit rate' is. That would leave you (approximately) with what Videoslots is saying. -- But, I think you're overanalysing the RTP section that Videoslots has to offer. It's a very rough guide at best, and will not always be entirely accurate. The system also takes a good while to update and isn't real-time information, so even if you have had no activity for a good while, the statistics can change unexpectedly. I've played at Videoslots for 8+ years and they're one of the most reputable brands out there. They're not up to anything underhand, or trying to mug you off in any way. What's the issue if free spins have contributed to your overall RTP percentage? It doesn't leave you at a disadvantage, or advantage either way. The result of your free spins play can not influence any of your real money play.

Getting the bank to perform a successful chargeback against a casino is extremely difficult. As soon as they see the payment category of gambling, you're already fighting a losing battle. As you can imagine, people could just deposit at a casino, lose their balance, and try and raise chargebacks in order to get the money back. The bank would first ask for proof that you've attempted to resolve the situation with the merchant, and then ask why you believe that you've not received the goods or service you paid for. When they then find out that it's an issue in relation to the casinos terms and conditions, they wont want to know. Plus, this doesn't really help the situation for @Aj1987, as they're already in a position where they're better off with what has been offered, rather than simply getting the original deposit back. -- The biggest lesson is, to always perform your own research on any new online casinos you create an account and deposit with, no matter what source they've been referred to you by. Plus as painful as it is, to thoroughly read the general terms and conditions, and also the ones that specifically apply to deposit bonus' before accepting them.

I mean, have you seen the terms and conditions I previously posted? 👀 This companies own terms of service don't have a clue what they're on about, make no sense, and are full of grammatical errors. Huge red flag to stay away from this casino. 🚩

Hello and welcome @Bubus! Wishing you the very best of luck too, mate. In future, if you could try and stick to English so everyone can understand and join in, that would be amazing. Don't worry if English isn't your first language. It's mine, and I still make mistakes! 🙂

Of course it has to be Papa Ulrich's reaction to the DoA2 Wildline, and the infamous "Hampus! Help Me! I have to go!" quote! Legend.

Let's be more transparent here Steve. I said I could pass your information on to people who may be interested. I also said I would notify you when I had an update. You persisted in sending me messages daily, and got kind of weird, so I no longer had any interest in doing you a favour. Your behaviour here completely validates that you're not someone who I would want to refer to friends to do business with.

If this matches the address used when signing up and also reflects what is on her government issued photo ID, then then I don't see why this should be an issue. The requirements for Leo Vegas KYC documents can be found here. When you are taking a photo of the ID, ensure that all four corners of the documents are visible and not cropped, and also ensure good natural lighting so there is no blur on the photo, plus all of the details can be easily read. Also make sure that the document is in date and is not due to expire in the near future. Also, the verification document needs to be one of the approved types of document for your country of residence. If you believe you have already provided a document that meets these requirements, ask support specifically why it is being rejected so you can move forward and know what to do so you can provide a document that will be approved. Sometimes you just have to have a little patience and persevere in asking them until you get directed to someone who will be able to help. -- I don't believe that any back office, non-customer facing department has an email address available for you to reach out. However, there are some people in this forum such as @Skylined87who I know have contact's at Leo, plus @LeoVegas_Support and @LeoVegasJ are active on here too if you're still having trouble.

This user has not yet been verified as a legitimate account used by this casinos support team. I would be careful about handing over any personal details via DM or in the thread.

You need to be able to provide a valid photo ID from Ireland. Belfast is obviously Northern Ireland, and part of the U.K, where it is against the terms of service to play from. Without an Irish Passport, Driving Licence or other suitable form of I.D issued in Ireland, it's very unlikely you will be approved for KYC and have your account frozen until you can provide this. Many people use VPN's at crypto casinos and play from places they shouldn't, then have been left in a sticky situation when it comes to winning a large amount of money and all of a sudden the casino starts to care about who the customer is and can conveniently refuse to approve withdrawals.

Well, that's definitely one way to do it! 😁 On a serious note though, well done mate. You've taken action after realising you need to make a change, and that's something you should be proud of.

As you can see from multiple posts on this forum, providers take weeks to respond to tech tickets for even small game errors where a bonus round is stuck. Compiling all of the data is going to take a long time. Deciding what to do with the data when they receive it is going to take a long time. I wouldn't get your hopes up that you will get an answer from them quickly. Going through every bet that was made is standard procedure for any good casino. If they will or not, I can't say. All they will need is confirmation from the game provider that the game was not functioning correctly during your session, what that will look like exactly or if you will ever see it, I don't know.

-- -- -- The software issue section of complaints on AskGamblers also has many other examples of other people in the same boat as you, if you can be bothered to fish through them and take a look. If you want to trawl through Reddit, you can find more examples in legal advice subreddits, and in gamblers subreddits too. Plus, I'm guessing a few other places. They are there, just for some reason Google seems to prioritize jackpot malfunctions, probably as they're so high-profile and generate a lot of traffic.

-- I can't really word it better than what's already in this section of the terms of service for GamStop. I understand that you have a very real and serious issue. However, if you have provided details that have tricked or not been picked up by the system, it's your responsibility for your actions. Neither GamStop nor Bet365 can be liable if the system has not worked. As far as I am aware, you will not be reimbursed for any money you have so far wagered and lost. This is the case historically in other situations where the same thing has happened to other people. Moving forward, if you're still having a hard time stopping gambling even with GamStop in place, I would recommend reaching out to a trusted friend or family member to confide in, and to take a look what what other resources are available here.

Try clearing your cache and cookies on all of your browsers on every device you have logged in from, and also logging out of every active session. If you're running a VPN or any other software that may be affecting your IP address, make sure these are switched off. If this doesn't work, go back to Paddy Power and let them know you're still having issues and you would like them to submit a ticket to the slot provider Big Time Gaming for them to look into a resolution for your issue. It may take a week or more for them to get back to you with a fix, but they should be able to resolve it for you. Let us know how you get on!

That's up to you man! Like I said, I really hope you are successful and I always want to see people win against casinos. They're happy to make money from the players so I won't feel sorry for them losing out on 40K. It's not like they can't afford it! I don't mean to come across as negative, I've just provided my experience within the industry to you in the most realistic way possible, whilst using case studies and examples of others who have been in the exact same situation. I know how casinos operate when it comes to things like this, and have even been part of dealing with situations such as this from their perspective. The last thing I will say though is that you fully well know that you took advantage of something working as it shouldn't to your benefit. The media will consider the viewpoint of the casino too, and must give them the opportunity to comment on the situation, where they will be able to say they've stuck to their Terms of Service, which they have. As heart-breaking as thinking you are going to get 40K is, you've not been treated unfairly or lost out on anything. As previously mentioned, if you would have tried cashing out much lower amounts and staying under the radar, you likely would have gotten away with it for a good while. Once they've paid you, they can't legally make you give it back. They could ask, but legally you could just say no. It's the same principal as walking into a physical shop and seeing a Rolex priced at $10 which you know is worth $10,000. You take it to the cashier to try and pay for it, and if they let you have it at that price, cool. The transaction has taken place and an agreement was formed. However, if they notice that something is wrong and it shouldn't be the way it is, they don't have any obligation to honour a clear mistake at a point where it can be rectified before the transaction is completed. But, best of luck mate!

They don't have a version to show off wins. Look, we could dance around all day about 'what ifs' but the same end result is reached in every one of them. A quick Google about similar and/or the exact same thing happening will show you this. I think you should raise a complaint and try your best to get the money and would be super happy for you if you did! Do I think you have less than a 1% chance of being successful? Yes. But, you won't lose anything from trying. In terms of getting legal advice to try and claim against them, I would advise against it as you'll be investing money into something where you're extremely likely to not get anything back. But of course, I'm not telling you what to do with your money nor provide any financial advice. So that's up to you.

There would be clearly something wrong with the coding of the game, and/or a bug which the game provider would be able to show correlating to each bet you have made. Plus, they could show that that the game was paying out at a ridiculous 1000% RTP or something, whilst showing evidence of a time where the game operating 'correctly' in comparison to validate that there was an error. There are numerous different ways to show that the game was not operating as intended for the period of time you were playing. But, common sense more than anything. I don't even need to see the game logs to tell you that something was wrong, and the game shouldn't have acted as it did. Any regulator will also come to the same conclusion and come back to the most important term and condition of every casino game - as previously stated, 'malfunction voids all pays and plays'.

No, they can't. Because the game logs from the provider will show when the game was, and wasn't working correctly. They will be able to provide this in the event that a complaint is made and an investigation is needed. Also, it's clear that the malfunction caused the game to payout much more than it should have done. Not that it was taking more money than the expected RTP. I get what you're saying, but the casino and provider are fully covered from events such as this.

-- This is exactly why I would recommend staying away from Curacao licensed casinos that aren't reputable. One look at these terms and conditions and you can see that they're all over the place, and are worded so that they can generally claim anything that they want in order to not pay out any winnings. I mean, even the English is poor and doesn't make sense. Some words are even spelt entirely wrong. This is a huge red flag to stay away from places like this. "10. In offset vager goes bets only in games slots and only with RTP below 97.5%, the rest of the bets you can make, but in offset vager they do not go". ^ What the fuck does this even mean?! 😂

They will be going though your entire bet history and looking at what money came from where, and should allow you to keep a any portion of your money that you had that didn't come from the proceeds of the game that was not operating correctly. They will also take into consideration if you would have had the money to bet on the other games if you didn't have the proceeds from said game, plus some other factors. Due to this being time intensive, this is also likely a reason why things are taking so long. This does depend on them being a reputable casino with a good license though, if its a Curacao licensed casino or a crypto-casino, things may work out differently as they know there's pretty much nothing you can do in terms of recourse.

Get in mate! Glad it all went smoothy for you.