Evolution Gaming Software glitch, lost $3000 on baccarat, and King Billy Casino is not refunding!! but wait I have proof!!!

[niran]

hey has anyone been through gaming glitch. I played baccarat on evolution gaming and bet $1500, so took the money for the bet, and when I won they never paid me out the $3000. now I have complained to the casino and asked for system logs! has anyone ever seen system logs for baccarat before? and if so from evolution gaming? i have a screenshot of the win on the history, meaning I actually placed a bet of 1500 and won 3000. can anyone help, pleaseeeee!!!!!!

[ValDes]

Hey there and welcome to AskGamblers Forum, 

Not exactly a huge fan of Evolution table games but feel free to share as much info as possible so that our community could provide more adequate feedback.

[imanorange]

This has happened to me a few times on Evolution Baccarat and each time it was betting on a tie (I know foolish bet but I was feeling lucky). The only difference in my cases, each time I won but immediately after registering the win, an error message came up saying 'Bet Not Accepted'. It was clearly after the game had ended on all occasions. 

I had a similar thing happen to me on their Mega Ball live, about 10 balls into the game I had some really promising cards with 2 going on 3 lines with several others cards having huge potential but the game came up with the same error message mentioned above. BET NOT ACCEPTED. I can't verify what my outcomes would have been as I had 75 different cards on the screen. However, each game resulted in a 50x multiplier. 

Also, in Mega Ball I have noticed your bank roll is credit BEFORE the actual game is finished meaning the win or loss is pre determined. Initially I had some big wins on MegaBall the first couple months it was out. Now I can never hit the Megaball and lucky to get two lines, even just 1. 

It is clear to me anyway that Megaball clearly doesn't play the same as it did initially as I have had cards with 2 rows completely without numbers. This NEVER happened before. That is playing 75 cards or more at a time. If you go look at your history and the cards (They are supposed to be random) a large amount of them have the same numbers in key squares making multiple lines impossible to get. On top of that, I never hit the mega ball anymore, regardless if I have zero lines and 15 different number possibilities. It's now a struggle just to win your stake back. 

In my mind, there is something a miss with Evolution, especially their live Blackjack. I could go on and on about that. I stay away from the entire platform now. 

 

[niran]

On October 18, 2020 i experienced a gaming glitch from Evolution Gaming, I made two bets of $1500 CAD each at the time and I had won both times, my balance was $30,859.25 CAD before I bet which my claim is supported by the chat with evolution gaming below. And after I was not credited the $3000 CAD I had stopped playing and messaged King Billy Casino support team about the software glitch, and that I would want the game logs from evolution gaming to support my claim. One of the support staff messaged me back and said there was no glitch, and still did not provide me with the game logs.  When I contacted King Billy Casino support about it they asked me to contact evolution gaming support to find out from them and get the answer. I contacted Evolution Gaming support which I have a screen shot of, Jason said that my balance before I bet $1500 CAD twice was in fact 30,859.25 CAD which is provided below at game# 23:22:41 . Then when I bet the first bet of 1500 which is below game# 23:23:33 my balance was still at $30,859.25 CAD. then I asked him after I bet the 2nd 1500 bet which is game# 23:24:00 what was my balance and he said again that my balance was $30,859.25 CAD. So obviously there was a glitch in the system, I messaged King Billy Support with my proof of the screen shots.

[niran]

also these are the logs King Billy provided me with but cut out what my balance was and they are refusing to show it to me, on the logs here its like they are editing it out and only showing me what they want me to see? are these what gaming logs look like and do they show the balance on baccarat before and after each bet. the reason why is say yes is because of the chat log I have above the support at evolution is obviously telling me my balance after every time I bet and before? soo what is going on here, I'm soo confused can anyone helppppp pleaseeeee!!!

[niran]

11 hours ago, imanorange said:

This has happened to me a few times on Evolution Baccarat and each time it was betting on a tie (I know foolish bet but I was feeling lucky). The only difference in my cases, each time I won but immediately after registering the win, an error message came up saying 'Bet Not Accepted'. It was clearly after the game had ended on all occasions. 

I had a similar thing happen to me on their Mega Ball live, about 10 balls into the game I had some really promising cards with 2 going on 3 lines with several others cards having huge potential but the game came up with the same error message mentioned above. BET NOT ACCEPTED. I can't verify what my outcomes would have been as I had 75 different cards on the screen. However, each game resulted in a 50x Multiplier. 

Also, in Mega Ball I have noticed your bank roll is credit BEFORE the actual game is finished meaning the win or loss is pre determined. Initially I had some big wins on MegaBall the first couple months it was out. Now I can never hit the Megaball and lucky to get two lines, even just 1. 

It is clear to me anyway that Megaball clearly doesn't play the same as it did initially as I have had cards with 2 rows completely without numbers. This NEVER happened before. That is playing 75 cards or more at a time. If you go look at your history and the cards (They are supposed to be random) a large amount of them have the same numbers in key squares making multiple lines impossible to get. On top of that, I never hit the mega ball anymore, regardless if I have zero lines and 15 different number possibilities. It's now a struggle just to win your stake back. 

In my mind, there is something a miss with Evolution, especially their live Blackjack. I could go on and on about that. I stay away from the entire platform now. 

 

when your talking about evolution baccarat for me that never happend, the bet went through and they took the bet and never paid me it was wierd, I have no way of explaining this I don't think anyone here has been through what I'm going through. just look below for the proof!

[niran]

12 hours ago, ValDes said:

Hey there and welcome to AskGamblers Forum, 

Not exactly a huge fan of Evolution table games but feel free to share as much info as possible so that our community could provide more adequate feedback.

Hey, 

and thank you for welcoming to ask gamblers! why aren't you a fan of evolution table games? and I have provided the info so please take a look at what happened to me and see for yourself? also I would love for you to let me know if the logs that I have provided here would inform me of my balance before and after the bet, but why I say they do is bc evolution gaming knew exactly when I was asking in the chat!

again thank you for replying to my question, you're a great help and appreciate you for that!!

[ValDes]

Hi again, 

Your case has just been reviewed and processed by the AskGamblers Complaint Team. You AGCCS case link below:

King Billy Casino - Inadequate handling of a software glitch Evolution Gaming baccarat software

Strongly encourage you to refrain from further public discussions and focus on cooperating our team as much as possible following the AGCCS Terms and Guidelines. 

Thank you and good luck!

[imanorange]

6 hours ago, niran said:

when your talking about Evolution Baccarat for me that never happend, the bet went through and they took the bet and never paid me it was wierd, I have no way of explaining this I don't think anyone here has been through what I'm going through. just look below for the proof!

I had a similar problem of winning and not getting paid with VIVO gaming European Roulette. I hit my 7 and never got the $180  from my $5.00 bet. The win showed in my history and I initially saw my bank roll increase but literally seconds later it was removed. I did the same thing as you and took screenshot but only of my account history and how my balance was unchanged and not increased by $180 as it should have been.

I gathered all the data I could and wrote a report of what had happened and even went so far and to stop playing. 

From the live support operator I was told to email technical support and give the all the information. Date time, game number everything from a database tracking standpoint I had except a screenshot of the actual ball landing on 7. The only evidence I had (which I thought would be more than sufficient) was my account history screenshot.

To make a long story short, I went back and forth with customer support having to keep explaining what had happened each time they would get back to me. Normally that was 24 hours at least and most of the time, I had to initiate the issue as it seemed they where doing nothing about it. . This went on for about 10 days and I finally just gave up sending them an ultimatum that this is going around in circles and they had all the internal data to verify my claim. I felt like they where treating me like a total fool, which they where. 

 The support team (If it's a team then they must be short on brains in a big way) seemed as if it was different individual each time or they just stalled and hoped I'd eventually go away.  It got to the point I had everything pre typed and all the relevant information in a PDF file, but the net result was silence. Mind you, I was polite and professional the entire time.

Two weeks or so go by (I hadn't played there since that incident) and I get a message out of the blue asking me if this issue was resolved. I simply replied, no it has not and obviously if you are asking me this question then I have been strung along this entire time with nothing done on your end. They should have had an electronic trail, the only thing that existed was a reference number. 

I finally just said, if it is that much of a problem just keep the money. You obviously do not value your customers. And your incompetence is alarming. 

That was the end of that, "crickets" after that response. I guess that is what one might call, "the nature of the beast".

I won't mention the casino in question as I would not be inclined to retrieve the documentation, which I still have backed up. 

[imanorange]

8 minutes ago, ValDes said:

Hi again, 

Your case has just been reviewed and processed by the AskGamblers Complaint Team. You AGCCS case link below:

King Billy Casino - Inadequate handling of a software glitch Evolution Gaming baccarat software

Strongly encourage you to refrain from further public discussions and focus on cooperating our team as much as possible following the AGCCS Terms and Guidelines. 

Thank you and good luck!

Phenomenal how you guys are able to help this gentleman out. Nothing but kudo there and thanks for expediting my issue earlier this week. In regards to roulette problem, I suppose too much time has passed to revisit that. Just asking as I said in my previous post, I have the data I just need to find it. Thought it is worth asking, if not I understand. $180 is $180

 

Cheers and thanks again!

[ValDes]

11 minutes ago, imanorange said:

Phenomenal how you guys are able to help this gentleman out. Nothing but kudo there and thanks for expediting my issue earlier this week. In regards to Roulette problem, I suppose too much time has passed to revisit that. Just asking as I said in my previous post, I have the data I just need to find it. Thought it is worth asking, if not I understand. $180 is $180

 

Cheers and thanks again!

Thanks mate.  

Sorry but cannot find any logged AGCCS case under your username? 

[niran]

5 hours ago, imanorange said:

Phenomenal how you guys are able to help this gentleman out. Nothing but kudo there and thanks for expediting my issue earlier this week. In regards to Roulette problem, I suppose too much time has passed to revisit that. Just asking as I said in my previous post, I have the data I just need to find it. Thought it is worth asking, if not I understand. $180 is $180

 

Cheers and thanks again!

I will and I have thanks!