20Bet Casino - Le vincite del giocatore non vengono accreditate dopo un crash del gioco.

On 11/03/2026, I deposited €200 at 20Bet to play a 36 Coins casino game. At the end of the 12th bet of €10, I achieved the objective of the game, which consists of placing 4 coins in the middle of a board. Now, the game has the screen memorized from the last time we played, and I had a chest worth €300, my biggest reason for playing to see if I could get it. And it did, that special jackpot, plus the coins that came out in the respective boxes, gave us a prize of 730€. The game crashed at that point, and I had to re-enter the game, only to be surprised to find that the platform hadn't memorized the winning move of €730, only the amount I had in my bankroll of €80. Outraged, I contacted support. The first operator said he was working on it and would tell me, but it didn't happen. I contacted support again, and after my insistence they opened a ticket with NR 96973. Everything was fine. I received an email from 20Bet saying that they had no evidence of any problem with the game and that they would not credit the 730€ prize. Now, I'm not crazy, nor would I be if I hadn't actually won. Besides, after the 4 coins in the middle come out, we have 3 rounds for more coins to accumulate a prize. And if a new coin comes out, we have 3 rounds again. So you can be even more sure of the prize. At the end of the spins in which no more coins came out, the game crashed and I couldn't even press the button to withdraw my winnings. I appealed again to 20 Bet for common sense, but to no avail. I'm outraged and annoyed by such a situation that the bookmaker doesn't want to take on. Can you please help?

Thank you

No dia 11/03/2026, na casa apostas 20Bet, depositei 200€, para jogar um jogo de casino 36 Coins. Ao fim da 12a Aposta de 10€, consegui o objetivo do jogo que consiste em por 4 moedas no meio dentro de um quadro. Ora, o jogo fica com a tela memoriza desde a última vez que jogamos, e tinha um baú com valor de 300€, meu maior motivo para jogar a ver se sacava. E bateu, esse vai especial, mais as moedas que saíram nas respectivas casas deu premio de 730€. O jogo Crashou nesse momento, e tive de voltar a entrar no mesmo, qual o meu espanto é que a plataforma não tinha memorizado a jogada ganha dos 730€, e apenas o valor que tinha na banca de 80€. Indignado, contatei o suporte. E que o primeiro operador disse que estava a tratar e que me contava, não aconteceu. Voltei a contactar o suporte, após minha insistência abriram ticket com NR 96973. Tudo certo. Recebo um email da 20Bet a dizer que não tinham indícios de qualquer problema no jogo e que não iriam creditar o prêmio de 730€. Ora, eu não sou maluco, nem tal o faria se realmente não tivesse ganho. Além de que, após sair as 4 moedas no meio, temos 3 rodadas para que saem mais moedas acumular prêmio. E se sair nova moeda voltamos a ter as 3 rodadas. Daí ainda mais ter a certeza do prêmio. Após finalizar as rodadas em que não saíram mais moedas, Crashou, não deixando sequer poder carregar no botão de levantar o ganho no jogo. Apelo novamente à 20 Bet o bom senso mas em vão. Estão indignado, aborrecido por tamanha situação que a casa apostas não quer assumir. Podem ajudar por favor?

Obrigado

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Dear DiogoRodrigues,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to [email protected]? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika