Bet Rivers

VISA

Hi Nurseb2886 - welcome to CasinoReviews.com!

Firstly - with situations like this, where there is an error with a game, it's normal for it to take a long time. The operator has to reach out to the software provider. Software providers will take time to deconstruct the issue and establish what's happened. While we're sure that the software provider could address the issue quicker, it's normal for this to take a few months and this is outside of the operator's control.

Can you please confirm that you consent to our service sharing your personal information with the following parties, and that you consent to these parties sharing your personal with our service:


- Bet River
- Rush Street Interactive
- Rush Affiliates
- iGaming Ontario

Thanks,

CasinoReviews.com Complaints Team

Hello,



Yes I consent to my information being shared with the listed affiliates. Also, this is not normal - if I were to be playing at a brick and mortar casino and a machine stopped working mid play - would I be waiting months for the casino to get in contact with the manufacturer of the machine? I don't think regular people like myself would ever be aware of their time and efforts to get a resolution to a failed game would be looked at taking months not hours or days.

Hi Nurseb2886,

Thanks for your confirmation.

We cannot comment on how the offline casinos local to you would manage a similar case as we have no experience with their management policies. But having managed a large number of similar online cases over the last decade and a half, we do have relevant insight into how these cases tend to play out online.

CasinoReviews.com Complaints Team

May I ask what the time frame is based on your experience and time taking on complaints such as mine?

Hi Nurseb2886,

It will vary, but if the operator is responsive to us and cooperative with our efforts, we would advise you to anticipate a few months.

Thanks,

CasinoReviews.com Complaints Team

Date – 19/05/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 26/05/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 02/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 09/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Nurseb2886,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

All we can suggest that you conclude the operator's internal complaints policy as outlined in their terms of use and escalate your claim to the regulator, iGaming Ontario, if you are not satisfied with the outcome.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

Found Against the Operator - Despite our repeated efforts to contact Bet Rivers to discuss this issue we have received no response whatsoever from the operator.

- On Monday May 7th 2024 a little after midnight I was in the midst of playing a NoLimit City Game called "Fire In The Hole".
- I was playing the game for the first time and had increased my bet to the maximum allowable on Bet Rivers Ontario which was $4.00 Canadian per spin.
- I had started a spin and was awarded $374.40 - with the game format allowing winning combinations to collect and be removed from the play area - which caused a cumulative running win amount.
- At the point of winning $374.40 - the game had triggered its bonus feature.
- The bonus round had started without incident.
- The format of the bonus round allows the player to continuously increase the multiplier amount as long as if the game hits a mark within 3 spins awarded.
- I had the multiplier at 71X or 71 times the bet amount at 12:37am on May 7th when the game screen froze and an error message appeared with the options to "close" or "refresh" the game. ( Attached photos #1 shows the 71 X multiplier and attached photo #2 shows the error message I received mid bonus round)
- I reached out the Bet Rivers "24 hour" live support chat and was connected with an agent named Vinny from NJ.
- After explaininging the situation to him - I followed all the troubleshooting technical specs he said to do - up to and including deleting and reinstalling the application on my android phone. He also stated to delete all cache data, cookies and data and then to restart my device after deleting the above and reboot the phone before redownloading the Bet Rivers App.
- After following those instructions - the game was still giving me the exact same error message and options to close or refresh the game.
- I waited for another support agent only there were none available (despite the fact that its listed as a 24 hour/ 7 day a week support chat) - the option was given for me to type out the issue and get a claim ticket initiated. I did this a total of 3 times since I spent hours trying to troubleshoot myself, waiting for an actual support agent and continued to play other games on the platform while taking time to check if the issue had resolved with the game (from 12:37am until around 7am May 7th 2024).
- I was able to have the game "Fire In The Hole" work 2 separate times on my own - at 01:59 am I was up to 130 X multiplier before the game froze/ crashed again with the same error code in picture #2. (I have attached that photo of the increased multiplier as attachment #3)
- The second successful launch I had with the game was at 02:05am with the multiplier being at 179 X. That was the last and final time I had any gameplay with the game - it stayed in the loop of loading and then error code cutting into the screen. (I have attached the final multiplier amount of 179 X as attachment #4 and I actually took a screen recording of the start to finish of me opening the game, the loading then the subsequent error message that is attachment # 5)
- All of this information as well as screenshots and recordings were supplied to the Bet Rivers Ontario support staff and as of today Thursday May 16th 2024 - I have had ZERO resolution on this game error.
- I have not been given my winnings of $374.40 pre bonus amount plus the 179 X multiplier I was finally at when the game completely ceased working.
- I have consistently reached out to Bet Rivers and I was told so many different things depending on the different agent I was trying to get help from
- I have escalated the matter - speaking with 3 seperate supervisors on the phone - Marrek the first time on Tuesday May 8th, Kyle Wednesday May 9th, William Monday May 13th, Marrek again on Tuesday May 14th and again Kyle on Wednesday May 15th - all being told that it is still "Under Review" from the game developer NoLimit City - and that the game developer hasn't given any information or answered any of Bet Rivers requests for updated information.
- I have expressed my concern since I have been a player on Bet Rivers Ontario since April 5th 2022 and I have never experienced any issues with a game let alone now not having the won amounts actually credited to my account. I have spent countless hours reaching out, typing out and waiting for a resolution and I am still in the exact same position of knowing nothing and not having my bonus won added to my player account.

I was given the information to reach out to the Casino Reviews team to try and help me get a resolution the this situation since I am not getting anywhere in my attempts to get this resolved with Bet Rivers Ontario. I hope that your team can help me recover my owed bonus amount from Bet Rivers and in a timely manner.

I can be reached via email supplied above or by phone at 519-564-9880

Thank you and I look forward to hearing back from someone on your team when they are available.

Breanna Caverhill

Bet Rivers - Game Glitch During Bonus and No Return or Credit 

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