Hi,
The game was disabled after the issue was reported. The player lost no money, as his deposit amount remained. We follow the advice of our programmers and our 3rd party game providers and they advised to disable the game and void the winnings from this particular game on that particular day.
Did BetSoft explain why the game malfunctioned and what that malfunction was?
If proof can be shown by BetSoft it would make these situations so much easier for everyone involved.
In this case there is not a lot of btc involved but if this was to happen on a multiple bitcoin win then BetSoft could potentially find themselves in a courtroom to explain what the problem was that lead them to make such a decision.
Hi,
Thank you. Apparently the issue was specifically related to our 200% Welcome Bonus and Dr. Jekyll and Mr. Hyde. The players lost their Welcome Bonus (shown from their wagering balance), but due to a glitch in this particular game, on this particular day, the player could make a second deposit and then collect the bonus features. I am sorry if Ale was not involved in this group who targeted us on July 31st, however, we had to disable the game for everyone and remove the winnings gained from a Welcome Bonus tied with Dr. Jekyll and Mr. Hyde. As I mentioned earlier, I haven't seen anything like this in the over 2 years I have been with BetChain.