Rejected bets

[Mahjonki]

Hey,

This is my first post here and I really don't know if this is the right place to write about this, but here we go.

I played at Maneki Casino little over a week ago. I deposited money without bonuses and played slots. At one point I decided to go to live casino, and I won right away some money from super sic bo. After that I decided to go and try Monopoly live. I did 11€ wager on 2 rolls and 10€ wager on 4 rolls. The bets were rejected and that round hited 4 rolls, which gave around 80 to 90 times money back. I contacted Evolution asap, and they told me that they will investigate the issue and contact my casino when the investigation was over.

Couple days went by and no contact was made to me, so I decided to contact the casino. They insisted that Evolution hadn't contacted them and that I had been playing with bonus money and therefore my bets were rejected. I took pictures from my bonus history (in case they erase or modify them), bets and deposits and told them that it was not possible that I had any bonus going on. I had to convince them for a while and then they told that the thing would be investigated.

Then I waited through weekend and contacted them again on Monday via email. They said the same, Evolution had had no contact about the issue, so I had to look up for the case ID, thank god I found it. I sent it to them and they told me that "hopefully your case will be rectified shortly", it was on Tuesday. Yesterday I contacted them again and asked if the things were going to anywhere, and they just told me to be patient.

So! Can anyone tell, if I have any chance to get the money I "deserve", as the bets were rejected without valid reason, or is this kind of fight between an ant and an elephant?

[CGDL]

Welcome to the forum Mahjonki! Hope you're doing well, despite that awful reason for posting here. Maneki holds a valid MGA-license, so I wouldn't worry. 

Re. their prompt claim of you playing with bonus money, that sounds like an inexperienced support agent who jumped the gun too quick. 

Like you said yourself; Evolution would contact the casino in question once the investigation was over, therefore I see no problem with Maneki insisting on this. I'm positive you'll receive a reply, eventually. 

Correct me if I am wrong here, anyone, but "malfunction voids all bets" is a standard rule at most casinos? Let's see how this plays out. 

[Mahjonki]

2 hours ago, CGDL said:

Welcome to the forum Mahjonki! Hope you're doing well, despite that awful reason for posting here. Maneki holds a valid MGA-license, so I wouldn't worry. 

Re. their prompt claim of you playing with bonus money, that sounds like an inexperienced support agent who jumped the gun too quick. 

Like you said yourself; Evolution would contact the casino in question once the investigation was over, therefore I see no problem with Maneki insisting on this. I'm positive you'll receive a reply, eventually. 

Correct me if I am wrong here, anyone, but "malfunction voids all bets" is a standard rule at most casinos? Let's see how this plays out. 

What do you think, could this "malfunction voids all bets" also cover false bonus thing? To me it sounds very scetchy, but I must say I've seen all kind of hassle in my years of gambling.

Edit: And thanks for welcoming me!