The player from Mexico experienced a game malfunction at the casino, which led to incorrect recording and payout of bonus winnings. We requested additional information and evidence from the player to proceed with the investigation. Despite extending the response time by 7 days, the player did not reply. Consequently, the complaint was rejected due to lack of response.
Caliente Casino - Player’s game malfunction issue poorly handled.
Amount: Mex$250
Caliente Casino
Safety Index:Below averageSafety Index
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5.9
Caliente Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
A game at the casino got stuck, and customer service took over 2 hours to provide a solution, which was incorrect. When reviewing the bonus winnings of the game that got stuck, they were not recorded correctly and only paid out the minimum. It did not show the possibility of viewing the play, as the play I reviewed did not register the activated multiplier number in the bonus, as seen in the image. The only thing customer service did was leave a bad taste in my mouth with their responses, as they did not solve the previously mentioned problem.
Automatic translation:
Public
Public
5 months ago
Dear Tupapasote,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Do I understand the game round which became stuck was not recorded in your gaming history?
Was the amount of the bet for this game round deducted from your casino balance?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence of unfair losses, we can’t proceed with complaint resolution as it would be close to impossible to confront the casino.
I am looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Tomas
