usluckychick
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29 July 2019 - 12:50am

HELP...Bovada Trying to Screw Me (resolved)

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As this post's title states, Bovada screwed me on a slot win...

On June 13, 2019, I was playing the slot game, A Night With Cleo at Bovada for $2 a spin when I hit a HUGE winning combo. The seconds awaiting a few hundred dollar win to payout turned into .60 cents. I took a screen shot of the spin..winning spin combo is located on the last line. (PLEASE REFER TO IMAGE BELOW).

I have contacted Bovada immediatly by phone, emailed the screenshot as directed by the phone rep. Bovada responded by email stating,

"A review of the screenshot you provide shows that you were correctly paid out. Since you only had one winning line. Please review the game rules to view the pay table and paylines...."

I emailed back and asked to please explain how it paid out correctly when the bottom line shows a spin that would equal a big win, not .60 cents.

Bovada responded stating....
"We apologize for any misinformation provided in our last inquiry, in regards to the payout line in your screenshot. We can confirm that we weren't experiencing any technical issues with our website on June 13th. We've reviewed your screenshot, but when looking into spins, we always look at what is registered in our system. We found your spin in our back-end system and confirmed you were paid out correctly...To prevent technical issues on your end, we recommend you try the following troubleshooting steps:"

Bottom line is...how can Bovada automatically declare themselves free of any blame, or responsibility in this particular matter when I have the real-time screenshot as proof?

Thank you in advance to anyone who can help me get my winning here.

Also...this happened on June 13, 2019 and I reported to Bovada immediately with phone and emails above.... BUT I went on vacation a few days after this since why I am readdressing this again now. Did NOT want this headache at the beach....

img_0345_copy.jpg
auCL-Ed
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29 July 2019 - 5:24am
#1

Looking at that screenshot I think it should show a $50.50 win. You're betting $2 total on a 20 line game so that should mean 10c per payline.

1. 5 Scarabs on line 3 (across the bottom) - 500x payline bet ($50)
2. 3 Queens on line 4 (top left diagonally down and back up to top right) - 5x payline bet (50c)

Quote:

Bottom line is...how can Bovada automatically declare themselves free of any blame, or responsibility in this particular matter when I have the real-time screenshot as proof?

The problem is that they can't see what is shown on your PC or phone. I'm absolutely not saying you did this but from their point of view anyone could photoshop a screenshot at any time and claim the same thing. So a screenshot isn't necessarily the smoking gun we'd like to think it is.

All they can see is a record of spins in their server. And their server is telling them that your spin paid out a 60c win, not a $50.50 win.

Your screen is what we call a thin client in computing, which means that all it does it forward your input between you and the server and displays results. It does not determine whether you win or lose at all. So you hit the spin button and your display starts the reels spinning and sends a message to the server telling it how much you're betting and to perform a spin. The server then sends back a message that tells your display what the result of the spin was, the winning amount if any, and an update to your balance. Then your display stops the reels spinning and shows them in the position that is supposed to match the result sent from the server. Obviously in this case the reels don't match the payout.

It is possible that through a coding error, mismatch of game version files, a network problem, or some other error, that what you see on your screen is not what the game officially registered for a spin. If that happens both you and they really have no way to prove it one way or the other which makes problems like these near impossible to resolve.

I can't see them doing this deliberately over just $50. You've spotted it straight away and no doubt others would too if it happened to them. That said I would expect them to be more understanding over $50, and basically blaming you by giving you a bunch of troubleshooting steps to fix a problem of their own making is pretty patronising. Let me follow it up with them and see if we can help get you compensated. The potential bad publicity has to be worth more than $50 to them. I've sent you a private message, please get back to me in there.

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usluckychick
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29 July 2019 - 1:18pm
#2

Thank you for your detailed explanation....and I said to Bovada that we should meet in the middle somewhere, like issue me a 1x playthrough bonus or something....not just blow me off completely. As a regular player at Bovada and this is my second call ever to customer service.

Also, that spin would equal more then $50...no?? I thought it would be a $150.50 win...

auCL-Ed
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29 July 2019 - 11:08pm
#3

Hey luckychick I need you to reply to my private message with your details so I can contact Bovada on your behalf.

As for the $150 win.. you may be right. I didn't realise that the payout table states that one or more wild symbols doubles the pay per line. So I think it's probably meant to be $101, as the wild on the middle reel affects both winning paylines. I don't think based on that wording that two wilds on the bottom line means double-double. How do you get $150.50?

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usluckychick
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30 July 2019 - 1:49am
#4

Ok...will reply to your message now. And thank you...

usluckychick
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30 July 2019 - 1:53am
#5

Also...the $150.50...I meant $150.00. I just did configuration in my head but give or take as cannot exactly tell.

And I though I did respond to your private message earlier?? I am trying to find my messages and cannot locate where on the site to find them. I will keep looking.

Thanks again so much!!

usluckychick
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30 July 2019 - 2:05am
#6

Screenshots of another evident glitch playing A Night With Cleo for today at Bovada. The outcomes are identical and you can see why they are a tech glitch.

screenshot_identical_1.png
screenshot_identical_2.png
auCL-Ed
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30 July 2019 - 7:10am
#7

What is that last post showing? Did you get the exact same result two spins in a row?

luckychick

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usluckychick
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30 July 2019 - 7:51am
#8

Yes....that was from today. Happened in the same minute but as you can see my balance on the bottom left side went down the $1...amount I was betting. Bovada should at least meet me in the middle hear....

usluckychick
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30 July 2019 - 7:53am
#9

Balance went from 228.02 to 227.02.....and Bovada is saying it is on my end. It is crap!!! Have not showed them this yet...

usluckychick
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30 July 2019 - 3:23pm
#10

I am on the phone with Bovada now and the rep is telling me that those two identical spins in a row that happened yesterday is actually random....and this is how the random number generator works. THIS IS A JOKE!!!

And regards to my initial issue with the payout....it is not like a player hits big win spins like I did the majority of the time, so it is a real bummer and disappointment that Bovada won't even compensate me in anyway.

usbarbadosslim93
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30 July 2019 - 4:32pm
#11

Something here just doesn't seem right, at least in my eyes. Were you screenshotting every spin of the reels? It looks like it's possible the two screenshots are from the same spin, but with a few seconds of time in-between captures, as you can see the boat having moved.

I've played at Bovada for a long time, and when I make a bet on a slot or table game, it can take a few seconds for the balance to be updated. Is it possible that is what we're seeing in those two screenshots?

usluckychick
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30 July 2019 - 4:58pm
#12

They were back to back spins....I was playing and when that spin happened the first time I found it odd so I just took a screenshot with my iPad, which takes one second. And hit spins again, and same identical outcome popped up.
In A Night with. Cleo....your balance immediately deducts the bet from your balance and as you can see the jackpot amount changed as well. It was sheer luck I caught this....literally.

usluckychick
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30 July 2019 - 5:02pm
#13

Again....the jackpot would not have changed if this was the same spin......I only took a initial screenshot because the outcome was so odd for this game, as I play it all the time and never have seen this odd outcome before. And to happen back-toback is not random.

usluckychick
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30 July 2019 - 5:17pm
#14

The bottom line here is this happened on a spin that is so rare to hit as a player that makes this so disappointing that Bovada won’t even meet me in the middle by giving me $100 bonus with a one time play crew as a compensation for example. They have escalated the situation again today to their own internal dispute resolution department which means I have no one on my side to mediate a decision.

I guess this is why players are warrant to stay away from online casinos, like Bovada that are not regulated by a gaming commission, nor have a certified or audited RNG from a third party company..

auCL-Ed
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30 July 2019 - 10:53pm
#15

Well it is possible for you to get the exact same reel positions two spins in a row. Extremely unlikely though.

I'm still waiting to hear back from them. At least they have escalated things on their end, which hopefully means that someone is looking into it.

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usluckychick
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31 July 2019 - 2:20am
#16

Thank you so much but a senior advisor named Rohan at Bovada talked to me today for about an hour and after a lot of standing my ground....he actually decided that paying me $125 with no play-through or anything for compensation.

Rohan really listened to my side, at first telling me the same thing....that Bovada was doing nothing to right this situation but after hearing how unfair this was to not meet in the middle here he came back with something that I was totally satisfied with. It was very refreshing and gives me a lot of faith in Bovada, due to Rohan, as the real deal.


Posting on this forum helped IMMENSELY, as Bovada doesn’t want negative press for a player dispute considering there is no third-party to help a player, or regulatory body the casino has to answer too. Also, it helps to have somewhere to vent as a USA player because we have issues a lot and need to vent or get help.


Truly, I sincerely thank you all again for listening and for all the help…. I really appreciate it.

CL-Ed

auCL-Ed
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31 July 2019 - 6:01am
#17

Fantastic news. I think they have done the right thing in this case. Hopefully they will have a close look at the game and test it properly to make sure this does not keep happening.

One thing I noticed while looking into this is that in the screenshots that we have on file for the game all the symbols and background images look different, so they must have released an updated version of the game at some stage. Maybe that had something to do with the problem you were seeing. This is how the older version looks:

luckychick

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usbarbadosslim93
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31 July 2019 - 3:10pm
#18

I'm glad to see your problem was resolved. Good on Bovada for doing the right thing.

luckychick

usHunter Albertson
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5 August 2019 - 8:30pm
#19

I think the key here it to avoid using bovada.... I am seeing too many people getting scammed or having issues.

usSocorro01
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16 October 2019 - 2:30pm
#20

Hi all! I'm new here but saw this thread and had to put in my 2 cents. I've been with Bovada since way back in the Bodog days. Have had ups and downs with problems such as delayed payments and such but overall they've been pretty good. Play alot of poker and slots and have had good luck as well as bad luck 🙂. Have even hit a good number of random progressives over the years.

Lately I've noticed some strange things. The poster above showed proof of the same spin coming up twice in a row. This has happened to me not once or twice, but on a regular basis. If I have an hour session on the slots I would estimate duplicate back-to-back spins at least 3 times in the hour. Very strange. I wrote to Bovada and they gave me the normal "clear your cache" solution that they seem to use for everything. Now they are telling me to use Chrome in Incognito mode. Anyone here think these could be the problem/solution?🤷 Also when logging in instead of the normal log-in text I am getting "log-in.name" or something to that effect. Weird.

Not that this is definitley related but as much as I play slots, I have noticed that recently I am very very seldom winning spins for more than double the bet. Perhaps just a horrible losing streak but it's been that way for a month or so.

The lack of oversight or regulation is now beginning to concern me.

CL-Ed

usReckless Bets
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16 October 2019 - 8:37pm
#21

I'll put in a positive word for Bovada. They've always been quick to payout and have by far the most generous withdrawal limits for a US-facing provider. Their in-house developed games are a bit buggy but always resume play after I refresh (sometimes in takes a few minutes up to an hour to resume the spin/bonus round but I've never completely lost one).

The 2 identical spin screenshots are clearly some sort of glitch because that game never has stacked symbols on the reels. Very odd but maybe (hopefully?) it was just a client-side graphical glitch and you were still paid according to the games math.

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