The player from Germany encountered a software issue while using his last credit to play a game on a casino website. The error kicked him out of the game partway through and requested a deposit, after which he was unable to reopen the game. He has received no response or apology from the casino. After contacting casino and their affiliates we still weren't able to get a response.
bwin Casino DE - Player encounters gaming software issue.
Black points: 180
Amount: €1,234
bwin Casino DE
Safety Index:HighSafety Index
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8.9
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
11 months ago
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1 year ago
Translation
Hello, I haven't received any feedback to date regarding my problem that I got into the FREE SPINS in Sparta with my last 10 cents balance. I was able to use 3 rounds of 12 until it kicked me out of the game and I was asked to make a deposit. . the deposit request ensures that the game doesn't even open .. that's more than just annoying .. especially when you're simply left out in the rain despite several requests .. the date was: OCTOBER 18th, 2023, around 08 :15
The amount in dispute is unknown (symbolically the "1234") because I only got the 3 free spins mentioned and was able to earn 3 extra free spins by the 3rd free spin... It's just super depressing to be thrown out in such a situation I didn't get any help at all... there wasn't even an apology for this software error or anything like that... I only know something like that from Bwin... about this annoying mishap I haven't had any experience worth mentioning with Bwin so far... except with the deposit system and the credit account management (separate account for slots and bets or no possibility of credit transfer -> without payout)
I hope you can help me and possibly make a little amends for me... because I certainly won't be the last one this happens or I won't be the first one in this situation either...
Thank you very much and best regards [name edited by Casino Guru admin] #Arminius09
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear arminius,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you bought the spins with the last 10 cents in your account? Do you see the bought spins in your transaction history?
Could you please send the screenshot of the error you see here?
Have you passed the KYC verification in this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
Translation
Hey, so on the last spin (10 cent bet) I got 3 scatters... and I automatically got into the free spins.. After that I was able to play 3 of the 14 free spins without any problem.. whereupon I was out of the game after the 3rd spin was thrown. (Stand after the 3rd free spins round 20 cents -> open free spins rounds that were basically embezzled from me 11)
Now I was standing there with €0 credit and unfinished free spins, the winnings of which are in the stars.. and every time I opened the game (it doesn't matter which game I open) I always get the request to deposit..
I was verified immediately after registering and have already had amounts paid out in the past...
Best regards Arminius09
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1 year ago
The last 10 cents you had in your account were your own real money or were they part of some bonus?
How did you get the free spins? Were they a game feature directly in the Sparta slot?
Could you also please specify if you communicated the issue with customer support? Please forward any relevant communication between you and the casino regarding your problem to veronika.l@casino.guru.
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1 year ago
Translation
That was bonus money (if it wasn't already implemented) I find it difficult to understand now.. in the game Sparta I got a game future (3scatter -> you get into the free spins/bonus games)
I wrote to customer support a total of at least 6 times over a period of over 2 weeks...
Edited
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1 year ago
Translation
That was bonus money (if it wasn't already implemented) I find it difficult to understand now.. in the game Sparta I got a game future (3scatter -> you get into the free spins/bonus games)
I wrote to customer support a total of at least 6 times over a period of over 2 weeks...
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1 year ago
Please forward me the communication with customer support. I have not received any email from you so far. My email address is veronika.l@casino.guru. Thank you.
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1 year ago
Thank you very much, arminius, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.
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1 year ago
Hello there,
Thank you arminius for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask bwin Casino DE for their help in resolving this complaint. We would like to how we can help resolve this issue.
Thank you!
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1 year ago
Translation
Um yeah... it would be super nice if you could negotiate a no deposit bonus with Bwin as an apology...
Lg
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1 year 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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11 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gemeinsame Glücksspielbehörde der Länder itself (https://www.gluecksspiel-behoerde.de/de/praeventionspielerschutz/verstossmeldenbeschwerden). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
