The player from Germany reports that when their balance reached 1000 Euros, the game malfunctioned, preventing any input. After restarting their phone, they discovered their balance dropped to 200 Euros. They are demanding a refund for the lost amount.
Betandplay Casino - Player's winnings are confiscated due to malfunction.
Amount: €1,000
Betandplay Casino
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Case opened
Current status
Waiting for Casino Guru to reply
4d 0h 59m 33s
Case summary
3 days ago
Public
Public
5 days ago
Translation
When my balance reached 1000 Euros, nothing worked anymore.
The game started to operate on its own, and I couldn't press anything.
Luckily, I was able to take a screenshot.
After restarting my phone and entering another game, my balance was only 200 Euros.
I demand the amount to be refunded, otherwise I will take further action.
Automatic translation:
Public
Public
5 days ago
Dear sauerp.902511,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you only experienced this once with one specific game?
- Has this game session been recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
3 days ago
Translation
It was like that in one game and no it is not in the game play🙁
And now I'm in trouble with them again, as if I hadn't lost enough there already.
Now I have gradually paid in a large sum.
And then you get treated like dirt by the support team
Automatic translation:
Casino Guru is examining the case
