The player from Germany tried to activate an in-game feature, but it wasn't possible.
5Gringos Casino - Player experienced technical issues.
Amount: €9,000
5Gringos Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
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2 years ago
Hello,
Details: Game Super Star , Buy Feature, 3 times 4500,00 Euro at 21:56 29oct 2022
29 oct 2022 at 21:56 by Feature amount 4500,00 euro
no win in history
am 29 oct 2022 at 21:56 by Feature amount 4500,00 euro
no win in history
am 29 oct 2022 at 21:56 by Feature amount 4500,00 euro
win in history 29 oct 2022 at 22:01 3240,00 Euro
it is not possible to play the Feature twice within 60 seconds,
the Feature always pays minimum profit, but it is no win in history.
4500 euros were debited twice without triggering the feature.
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2 years ago
Dear lasse,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you tried to activate an in-game feature, but it didn't launch? Could you please post here a link to the game that you played?
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
there was no answer to my question:
Hello,
It's a shame you don't respond to my arguments.
For the 2nd screenshot,
game superstars,
There is always a minimum win here, on the Screnshot 2 there is no post-purchase win.
This is simply impossible, here 2 x 4500 euros were deducted without playing the feature.
Just tried it again.
I still hope that we can clarify the facts.
forimage
Sent using the mobile Mail app
On 11/03/22 at 14:32 wrote VIP
From: "VIP"
Date: November 3, 2022
To: "Bernd zum Bild"
CC:
Subject: [peachhelp] Re: Message from the VIP team
Your request (6726823) has been updated. Reply to this email to add more comments.
Vasil (5Gringos)
Nov 3, 2022 at 3:32 pm EET
Hello Bernd,
I see that you won a lot and you got the money transferred. Unfortunately, I can't find any problems with these screenshots.
Many greetings
Vasil
VIP team
Automatic translation:
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2 years ago
Translation
4500 euros were deducted twice without the feature being started.
there was no win either, but you always win one
minimum amount, the feature also lasts a few minutes
Automatic translation:
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2 years ago
Thank you for your reply, lasse. Could you please forward me your full game history from that day (preferably in an excel sheet or PDF) to kristina.s@casino.guru?
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2 years ago
Translation
Hello, unfortunately there is no Excel or PDF, here are the screenshots from the period in which I played the slot
Automatic translation:
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2 years ago
Translation
There is usually a Win transaction after each game, even if the win is 0.00 euros,
this is not the case for the two games
Automatic translation:
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2 years ago
Thank you very much lasse for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello lasse,
I am sorry to hear about your troubles.
From the screenshots, it looks like the round is unfinished.
However, the best would be to check the game log.
I would like to invite the casino representative into the case: Could you please check the lasse's game log and explain to us what happened?
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear Customer,
Thank you for contacting us.
The case was reviewed by the game provider and we would like to inform you that both the bets were canceled and the total amount of 9000 EUR was credited back to your account as real balance.
We apologize for the inconvenience and we thank you for your patience!
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2 years ago
Hello lasse,
Could you please confirm that the €9000 was returned to your account and that we can close the case as resolved?
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2 years ago
Translation
Hello,
yes, the money was credited
Many Thanks
Automatic translation:
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2 years ago
Dear lasse,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Matej
Casino.Guru
