The player from Germany had experienced technical issues which resulted in a loss of free spins. The player managed to resolve this issue with the support agent.
Cadabrus Casino - Player’s free spins disappeared.
Amount: €120
Cadabrus Casino
Safety Index:Above averageSafety Index
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7.8
Cadabrus Casino has a Safety Index of 7.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Casino Guru Team,
I am sending the email I have written to the casino. In the mail, my concern is described quite well. I hope you can help me. Thanks in advance!
Dear Sirs and Madames,
On Saturday, May 1st, 2021 I received a balance of around € 40, free spins on € 1.20 stake in the 'Demon' slot. I received 11 free spins, was around the 4th or 5th free game, had an extension and a profit of around € 120. In the middle of the free spins I was kicked out of the slot. I restarted the slot and had to see that the free spins and the money won so far were gone. Usually the free spins continue when you restart the slot but they were just gone. After consulting in the live chat, the responsible employee could not really help us. He said that the bonus money would have to be used up and that the free spins would be credited to me afterwards. So I played with the rest of the money until it was lost. Shortly afterwards I did not get the expected 11 free spins, which one wins in the slot's bonos, but 11 free spins at 0.30 € (normal spins and no free spins of the correct free spins), which is absolutely not okay. I insist that it be checked what profit would have resulted from the free spins and that this is credited to me. I am entitled to this profit.
I would ask you to give me feedback as soon as possible and hope that I can dispense with legal action.
Thanks in advance.
Automatic translation:
Public
Public
3 years ago
Dear Til,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward me a link to the bonus you played with? Also, please, forward all the relevant communication between you and the casino to kristina.s@casino.guru. I would like to gather as much information about your case as possible.
Lastly, I would like to point out that the casino isn’t able to estimate lost winnings since you might have been lucky and hit a win as well as lose your balance.
I will be waiting for your reply patiently.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello Kristina,
I tried several more times in the live chat and got a member of staff who finally understood the problem and took care of it. I have now received the money from the bonus. So the problem is solved. I thank you very much for the help!
best regards
Automatic translation:
