The player from Italy experienced a game freeze while playing at a two-euro stake, right after hitting the mega jackpot. We determined that the bet was not recorded in the game history, limiting our ability to assist. Despite the player providing screenshots and contacting the casino multiple times, the issue persisted. The player had access to her account and other games but encountered an error with the specific game in question. The complaint was closed as we could not influence the problem with a single frozen game and recommended contacting the game provider for further assistance.
Casinia Casino - Player's game has frozen after winning jackpot.
Amount: ??
Casinia Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Casinia Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
Good morning, I have this issue and they are giving me the runaround.......while I was playing at a two-euro stake, I hit the mega jackpot of the game and everything froze
Automatic translation:
Public
Public
7 months ago
Dear EFISIA,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify if this bet was recorded in your game history?
- Do I understand correctly that you are not able to access the game?
- Have you tried contacting the casino regarding this issue?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
7 months ago
Translation
Good evening Cristina....the bet was not recorded in my history......perhaps because everything is blocked......in the other games I can easily enter......I contacted the casino and contacted the casino again.. ...they are dragging on.....even now the game is blocked with a window that says error 211....I have all the screenshots.....even the one from the operator who tells me to wait 24 hours ...expect and get back to me with other myriads of people
Automatic translation:
Public
Public
7 months ago
Translation
If you need I have all the screeskot....as soon as I hit the mega jack it stopped instantly....and the problem still persists
Automatic translation:
Public
Public
7 months ago
Thank you for your reply, EFISIA. I am afraid that if this bet hasn't been recorded in your game history, our options are very limited. Nonetheless, forward everything to kristina.s@casino.guru and I'll see if there is anything we can do.
Public
Public
7 months ago
Translation
Good morning kristina....I sent you all the emails.....I already imagined that it would end like this......they are big scammers......the case was immediately presented to the operator who tells me that I had to wait 24 hours....the amount of time needed to reset everything.....then they asked me for the bet ID....but I repeat that since everything was blocked even after 3/4 days, how could you d8 should I register the bet?.....a real scam........as soon as I have an answer where I can I will make a negative review and I will publish the screeskot every time........they are thieves
Automatic translation:
Public
Public
7 months ago
Could you please advise if you currently have access to your casino account? Do you have an active real money balance in the account?
Public
Public
7 months ago
Translation
Good morning kristina....yes, I can easily enter my casino account, I can easily enter all the other games except that one.....zero balance after what happened, I'm waiting to deposit......the day after what happened I made other deposits in the hope of being able to enter the game but nothing at all....I played the other games easily........now I definitely won't charge a cent until it's resolved
Automatic translation:
Public
Public
7 months ago
Translation
Just now I returned to the casino and the game error persists........last week I entered the game but it automatically sent me back to the home page of the game now there is the error again 
Automatic translation:
Public
Public
7 months ago
I apologize, but as I mentioned previously, if the bet hasn't been recorded in your game history, we aren't able to help. Furthermore, a problem with a single frozen game is also something we cannot influence, or penalize the casino for. Unfortunately, under these circumstances, I can only recommend that you contact the game provider to ask for further assistance regarding this matter.
Due to the aforementioned reasons, this complaint will now be closed. 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.
