The player from Germany faced issues with two casino games, Black Hole and Magic Monk Rasputin, where winnings either did not decrease the jackpot or the game froze, preventing acceptance of winnings. Despite multiple contacts with support, the issues remained unresolved due to inaccessible game history. The player provided some videos and screenshots but failed to supply the complete game history as requested. Due to the lack of necessary evidence and no further response from the player, the complaint was rejected.
Boomerang-Bet Casino - Player’s winnings are missing due to game malfunction.
Amount: €140
Boomerang-Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
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5 months ago
Translation
Hello,
Where should I begin… I've been having recurring issues with two games, Black Hole and Magic Monk Rasputin. It first started when, after each 'winning image', the cash jackpot didn't decrease as it should have. In other words, I was missing a substantial amount of money almost every time.
My current problem is that I cannot accept a win in the game Magic Monk Rasputin. I placed a bet of €55.20 with the black card, guessed €140, and won. However, after some music and fireworks on the screen, the game freezes every time, and I cannot accept my winnings... I've contacted support multiple times, and they need the win ID via the game history, which is 'supposed to be accessible'. However, my game history only loads up to 02/06/2024 at 20:45 and 42 seconds, then it resets. I've also contacted support about this multiple times but to no avail...
Unfortunately, I don't know what else to do and hope this might be a last resort solution.
Best regards, Pascal
Automatic translation:
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5 months ago
Dear GOLD,
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 veronika.l@casino.guru? Have you stopped playing right after the games froze?
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
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5 months ago
Translation
Hello Veronika,
I've sent you a few emails to your address. Unfortunately they've been shortened a lot because the videos are so long that we can only send them up to 9 seconds long. Also a few screenshots.
Greetings Pascal
Automatic translation:
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5 months ago
Thank you for the videos. Regarding your gaming history, however, I will need it in Excel format and it should be from the day your problem occurred. You may request it directly from the casino and then forward it to me. My email address is veronika.l@casino.guru.
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5 months ago
Translation
As I already mentioned, I have tried several times to get the game history via support, currently nothing has changed, except that it can take up to 30 days until my case is processed (support sent me this as a response).
greeting
Automatic translation:
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5 months ago
Have you still not received the gaming history from the casino?
When your game freezes, does your balance get deducted, or is there no change in your balance at all?
