HomeComplaintsBotemania Casino - Player experienced a technical issue while playing a game.

Botemania Casino - Player experienced a technical issue while playing a game.

Amount: €530

Botemania Casino
Safety Index:Very high
Submitted: 01 Dec 2019 | Case closed : 20 Dec 2019
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

While the player was playing the Magic Mirror game in the casino, an unexpected error occured. As a result, the player lost the winnings. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

Yesterday, playing in the MAGIC MIRROR game, I got the free spins and accumulated a prize of 90 free spins that amounted to 500 euros. Surprisingly, when the free spins ended, the system automatically returned to the game again, and missed the prize. They told me it could be a bug in the game and that on Monday they would reimburse me for the prize. I don't know if I believe it, I don't know what to do, I'm a little indignant and I don't know where to go.


I await your response, thank you.

Automatic translation:
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4 years ago

Dear Jaime,

Thank you for contacting Casino Guru and bringing this issue to our attention. I’m sorry to hear about your bad experience. Do you, by any chance, have a picture (or a video) of the gameplay with the winnings you lost because of the technical bug? Has the casino offered you a compensation yet?

Best regards,

Peter

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4 years ago

Dear Jaime,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Best regards,

Peter

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4 years ago

Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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