The player from Finland won over 1,000€ on a slot game, but the balance didn't update, and the transaction wasn't shown in the balance history. Despite the casino promising to investigate, it had been nearly two weeks without a resolution. We concluded that since the win wasn't recorded in the game history, there was no further action we could take. The player was advised to contact the game provider for more advanced assistance.
Cashed Casino - Player's winnings have not been credited.
Amount: €1,030
Cashed Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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6 months ago
"On 31th of may I played slot: "Journey of the Gods". I played it quite long and finally with the bet of 2€ i won free spins feature and very luckily i got finallly 100 free spins! When there was about 10 free spins left, the winning amount raised over 1000€ and right away after that the winning amount went blank! I was wondering that...when the rest of free spins was over , the game shows me over 1000€ winning but after that balance didnt update. When I left the slot there was same situation, the balance didnt update. And there is no winning transaction in my balance history."
Cashed casino has promised to check this out, but i havent got any answer. If i go their chat they just says that relevant department researching case. Now it took soon two weeks after this software bug.
Please help me. I faced very similar balance update problem on other casino and they updated balance manually very soon.
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6 months ago
Dear kaijoke,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do you happen to have a video recording or screenshots showing this incident?
- Do I understand correctly that this game session has not been recorded in your game history?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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6 months ago
btw who is the license operator of this? You have info about Curaçao (Curaçao). At least this is not: https://www.curacao-egaming.com (curacao master). I checked this.
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6 months ago
Thank you for your reply, kaijoke. I apologize, but if the win wasn't recorded in your game history, there is not much we could do. However, you can always contact the game provider as they have more advanced tools and options to help players in similar situations.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
