The player from Germany won from bonus rounds, but her winnings were not honored due to an unknown reason. We closed the complaint because the player stopped responding.
The player from Germany won from bonus rounds, but her winnings were not honored due to an unknown reason. We closed the complaint because the player stopped responding.
The player from Germany won from bonus rounds, but her winnings were not honored due to an unknown reason. We closed the complaint because the player stopped responding.
Hello, I won 20 bonus rounds (stake 4 euros) per spin in the Zulu game between 10:30 am and 11:00 am today. The game was immediately stopped by the casino side…. When I got back to the game, of course they were gone. That's cheating!!!!
Hallo ich habe heute zwischen 10. 30 - 11 Uhr in dem Spiel Zulu 20 Bonusrunden gewonnen ( Einsatz 4 Euro) pro Dreh . Das Spiel wurde sofort von der Seite des Kasinos unterbrochen…. Als ich wieder auf das Spiel bin waren die natürlich weg . Das ist doch Betrug!!!!
Dear diseydel68,
Thank you very much for submitting your complaint. I’m really sorry to hear about your negative experience with Bets Amigo Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?
Did you have any bonus active on your account during the incident? Did the game encounter an error? Did you make a screenshot of the error? Have you contacted casino support regarding the issue? What was their reply?
I will be waiting for your reply patiently.
Best regards,
Tomas
Dear diseydel68,
Thank you very much for submitting your complaint. I’m really sorry to hear about your negative experience with Bets Amigo Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?
Did you have any bonus active on your account during the incident? Did the game encounter an error? Did you make a screenshot of the error? Have you contacted casino support regarding the issue? What was their reply?
I will be waiting for your reply patiently.
Best regards,
Tomas
Hello Thomas, thanks for the quick reply. I just won the bonus game with 20 free spins. It was displayed and the screen was black straight away 🤷♀️after a few seconds I logged back into the game and it was gone, normally an error is displayed and the round is repeated. This was not the case, even if the game had continued, maybe 2 rounds would have been played in the few seconds. Unfortunately it went so fast that I couldn't take a screenshot. Who suspects that the casinos can manipulate. The evening said there had been no disturbance. Yes of course....
Hallo Thomas, danke für die rasche Antwort. Ich habe gerade das bonusspiel mut 20 freispielen gewonnen. Es wurde angezeigt und sofort war der Bildschirm schwarz 🤷♀️nach ein paar Sekunden habe ich mich wieder im Spiel eingeloggt und er war weg , normal wird ja dann auch eine Störung angezeigt und die Runde wird wiederholt . Dieses war nicht der Fall , selbst wenn das Spiel weitergelaufen wäre, in den paar Sekunden wären vielleicht 2 Runden gespielt wurden . Leider ging das so schnell, das ich keinen Screenshot machen konnte . Wer ahnt denn auch das die Kasinos manipulieren können. Der Abend sagte es wäre keine Störung gewesen . Ja klar ….
diseydel68,
Were you able to contact the casino or the game provider regarding the issue? Is there a record of you getting the 20 bonus round in the game log?
diseydel68,
Were you able to contact the casino or the game provider regarding the issue? Is there a record of you getting the 20 bonus round in the game log?
No, I couldn't take a screenshot, the screen went black and the game restarted, and there was no repeat game, as is usual with faults
Nein ich habe keinen Screenshot machen können , der Bildschirm wurde schwarz und das Spiel neu gestartet es gab auch keine spielwiederholung , wie sonst üblich ist bei Störungen
Dear diseydel68,
Can you access the game log (where all bets are being recorded during your gameplay)? Is the spin you made resulting in the outcome you are describing recorded there? Were you able to contact the game provider regarding the error or did the casino support offer any compensation for the technical difficulties?
Dear diseydel68,
Can you access the game log (where all bets are being recorded during your gameplay)? Is the spin you made resulting in the outcome you are describing recorded there? Were you able to contact the game provider regarding the error or did the casino support offer any compensation for the technical difficulties?
Hello, it is impossible to reach someone there via kuvecgat. I am sending you a screenshot of the spins during this time. And from 10.30 nothing is recorded, that's extremely strange 🤷♀️
Hallo es ist unmöglich dort jemanden per kuvecgat zu erreichen . Ich schicke dir einen Screenshot von den Drehungen in dieser Zeit . Und ab 10. 30 wird nichts aufgezeichnet, das ist doch äußerst merkwürdig 🤷♀️
Hello again, I'll send you the whole process again, I've just seen that there's also something behind it. Unfortunately I didn't get it together in the picture. So again… I earned the bonus with 20 bonus rounds with a bet of 4 euros. When I earned that, I had already raised at least 100 euros…. When the ad came up (congratulations you have 20 bonus rounds) the screen went black and I was completely kicked out of the casino. When I logged back in (a few seconds later) the game was gone. I did NOT play a bonus round. Is there a way to check this number? 37320a930b3dd9b6316e4dfb18959697
I am firmly convinced that I was cheated. Thank you and again I started with 4 euros (on the list it looks like the bonus was won with 1 euro
Many Thanks
37320a930b3dd9b6316e4dfb18959697 37320a930b3dd9b6316e4dfb18959697
37320a930b3dd9b6316e4dfb18959697
icv would be very happy about an early reply
Hallo noch mal ich schicke dir noch mal den ganzen Verlauf , ich habe gerade gesehen das dahinter auch noch was steht .ich habe das leider nicht zusammen auf das Bild bekommen. Also noch mal … ich habe mit 4 Euro Einsatz den Bonus erspielt mit 20 bonusrunden . Als ich das erspielt habe hatte ich aber schon mindestens 100 Euro erdreht…. Als die Anzeige kam ( herzlich Glückwunsch sie haben 20 bonusrunden).wurde das Bild schwarz und ich wurde komplett aus dem Kasino geschmissen. Als ich mich wieder eingeloggt habe ( wenige Sekunden später) war das Spiel fort . Ich habe KEINE bonusrunde gespielt . Gibt es denn eine Möglichkeit diese Nummer zu prüfen? 37320a930b3dd9b6316e4dfb18959697
ich bin festen Überzeugung das man mich betrogen hat . Vielen Dank und nochmals ich bin mit 4 Euro gestartet ( auf der Liste sieht es aus als wenn der Bonus mit 1 Euro gewonnen wäre
vielen dank
37320a930b3dd9b6316e4dfb1895969737320a930b3dd9b6316e4dfb18959697
37320a930b3dd9b6316e4dfb18959697
icv würde mich sehr über eine baldige Antwort freuen
Thanks diseydel68, for the detailed explanation.
Do I understand correctly the round you played was recorded in the game log as if the bet was 1€ instead of 4€? Was the win (of 563,20€) correctly credited to your balance to your knowledge?
What does the disputed amount of 1000€ represent in this case?
Thanks diseydel68, for the detailed explanation.
Do I understand correctly the round you played was recorded in the game log as if the bet was 1€ instead of 4€? Was the win (of 563,20€) correctly credited to your balance to your knowledge?
What does the disputed amount of 1000€ represent in this case?
Yes, that's exactly how it looks in the log! I have already had several bonus rounds in the game with 15 rounds it was always around 1000 euros. In this game it was 20 and I already had more than 100 euros when I spun the 5 bonus symbols. Can't you just check that? Oh yes, I had the money on it after I complained to customer service. Can't you check that? 500 were far too little! I estimated the 1000 euros. When I play in the casino, then usually only this game!!
Ja genau so sieht es im Protokoll aus ! Ich habe schon mehrere bonusrunde in dem Spiel gehabt mit 15 runden waren es immer um die 1000 Euro. In diesem Spiel waren es 20 und ich hatte schon mehr als 100 Euro als ich die 5 Bonus Zeichen erdreht habe. Kann man das nicht einfach nachprüfen??ach ja das Geld hatte ich dann drauf , nachdem ich mich beim Kundenservice beschwert habe . Kann man das nicht nachprüfen?500 waren viel zu wenig ! Die 1000 Euro habe ich geschätzt. Wenn ich im Casino spiele , dann meistens nur dieses Spiel!!
Dear diseydel68,
Please understand we can't push casinos to grant you winnings you only think you are entitled to. If the server recorded the bet of 1€ on your account changed according to the game history and it matches with the data from the game provider we would consider it an adequate result of your gameplay.
Please let me know if I overlooked any information before I close the complaint.
Dear diseydel68,
Please understand we can't push casinos to grant you winnings you only think you are entitled to. If the server recorded the bet of 1€ on your account changed according to the game history and it matches with the data from the game provider we would consider it an adequate result of your gameplay.
Please let me know if I overlooked any information before I close the complaint.
Dear diseydel68,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear diseydel68,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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