The player from Germany lost over €1300 in three days and encountered an error (Code 211) when trying to use the bonus wheel. Despite contacting multiple staff members and attempting to fix the issue as advised, the player continued to face the problem across different devices. Although the bonus eventually appeared, the winnings are still missing, and the player received no meaningful response from the casino.
Casinia Casino - Player's bonus winnings have not been credited.
Amount: €21
Casinia Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
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Case summary
4 days ago
Public
Public
5 days ago
Translation
Hello,
I lost over €1300 within 3 days, and then when I received the bonus wheel, I got an error message with Code 211. I contacted around 30 staff members with photos, and they all advised me to clear my cache, saying it was an issue on my end. I tried on different devices, but encountered the same issue everywhere. Then, on June 22nd, suddenly every two games I played worked and my bonus was displayed: 2 x Mini, just over €10. However, the winnings are still missing up to now. I sent numerous emails and messages, but received no meaningful response except being told to wait and clear my cache. Now they say there is no technical issue, but when I access one specific game, it says "something went wrong" and doesn’t show any image. What kind of operation is this... it's outrageous.
Automatic translation:
Public
Public
5 days ago
Dear Annett13,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?
Meanwhile, please check our article explaining "How slot machines are 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, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
Casino Guru is examining the case
