Casino Adrenaline - Player has experienced a technical glitch while playing.

I had deposited .12 LTC I played dow to almost nothing on one game cash streak. I changed games to dragons element. I started to win then I got a bonus round and I had received 46 free spins when I was down to my last 10 or so spins my winnings was nearly 30 dollars and my phone died . Usually software resumes when you come back . Not in this case . My winnings is completely gone and the dollar amount is less than what I started to play that game with it is less than the least betting amount .. I contacted customer service and at first it sounded like they could help.. WRONG they gave me a link to support so I emailed them I have yet to get a response its only been not even 2hours since I sent it. I checked my history of transactions and it does not show that I even played DRAGONS ELEMENT it only shows Cash Streak . I'm afraid that they won't be any help I don't have screenshots of my winnings before my phone died . The screen shot of the games is when I turned my phone back on and at first the screen showed how the game was when it died then it refreshed it's self and went below the betting amount . My complaint for now is on the software but if I don't get a response back from support then my complaint would be on customer service also .

Dear ddean1390,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casino Adrenaline. Do I understand correctly that there are no data in your transaction history about playing Dragon’s Element? If you manage to get in touch with the casino and they provide you with your game history in Excel format, please forward it to veronika.l@casino.guru.

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, 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

Thank you, the casino has responded to my email and currently has the IT team working on it . However the amount it shows still isn't correct but I won't jump the gun so quickly . I was told they would notify me when they are done. After I submitted my complaint and calmed down I went to the game and retrieved my transaction history . I will attach

Have you received any updates from the casino's IT team?

No I have not. I did ask for an update and if they have a solution and 2 of the Pit bosses both responded letting me know they haven't heard anything yet from the IT team nothing about a solution just yet .

Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post screenshots of the emails here.

Correction: Screenshots are from the may 20th email .

Thank you very much, ddean1390, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello ddean1390,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know, sometimes the casino IT team needs to investigate certain issues with the game providers and this is often time-consuming. Usually, the slot games are designed to "restore" to the last successful bet/spin, but as no system is 100% perfect some errors might occur. I will try to contact the casino to shed more light on this matter.

We would like to invite Casino Adrenaline to join the conversation.

Dear Casino Adrenaline,

Can you please provide any updates on the issue?

Hello Michal,

Hello ddean1390,

We hope that you are well.

Please note that the account and the sessions in question have been reviewed and as the Customer Service team originally informed the player, no records of any gameplay on Dragons Element slot have been found. Full gameplay record from the 14th of May, starting from 07:00, Casino time, to the 16th of May, 07:01 has been extracted and we have sent the file directly to your e-mail Michal. We have also sent the same file directly to you ddean1390.

The software provider's investigation of the incident report also stated that there were no bets made on the game in question in the abovementioned timeframe.

One of the possible explanations as to what occurred is that during your gameplay, the session actually ended and you continued playing in fun mode. The transition from Real money play to Fun mode is often not recognized by players at the moment of switching between games. Also, as the system doesn't record Fun mode gameplay, so no records of it are available.

Please let us know if any additional assistance is needed. Of course, should you have any additional information, please share them with us so we may investigate further.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Adrenaline Management

I was able to view the game's history (DRAGONS ELEMENT) up until two days ago. Now, it is mysteriously gone. Nobody from customer service informed me about there being no records shown of the game that is a lie . I have screenshots of the conversation with customer service which is already posted above . I had to go under the game's history (DRAGONS ELEMENT) because it does not show on my account transaction.

Did you even read or viewed the screenshots from the begining ??

Where is the software provider's investigation report to support what you are saying?

First off I would not waste everyone's time including my own to lie about a situation like this. 2nd, you have to be signed out to be on fun mode and I would've noticed right away it would've started as a whole new game right? I would've noticed especially the change in the currency I was paying attention to the game because I was constantly winning extra spins and when a game changes to fun mode doesn't it start something like 1,000FUN or 9,999FUN starting a whole new game ?

Just to inform you I was playing the game in the middle of a feature then my phone died (the screenshots from earlier on shows that ) when I went back to my game everything was gone and no feature to resume too but the history was on the game .

How would I have screenshots of time and date ???.

I wouldn't have a screenshot of the from DRAGONS ELEMENT history that show the time I started the game which matches the time I left CASH STREAK and the amount I started with, which matches the amount that I left CASH STREAK . Now the game's history is conveniently gone .

Why are my funds lower than the bet amount if I had left CASH STREAK with enough to make a bet ?

Wouldn't that amount be on there now?

( I did play this game before CASH STREAK the very top of that page is the transaction that I am referring to after leaving CASH STREAK .)

The customer is never right, even with proof . I have not played at all since my phone died that night . I truly enjoy playing at your casino I am just so disappointed how this unfortunate situation turning out.

Dear ddean1390,

I have received some evidence from the Casino Adrenaline team, but I have requested additional evidence to better understand the whole situation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal and ddean1390,

We trust that you are well.

As per the last emails we've sent to you, we are still waiting for additional information from the provider regarding bonus feature bets made on the Dragon's Element slot.

Unfortunately, there is no way for us to expedite this report so we only ask for a bit of patience and the moment we have it, we will forward it in full.

Hopefully, the report will show everything we need to know about the player's gameplay.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Adrenaline Management

Thank you for the update, Luke / Casino Adrenaline team.

I would still like to wait for the report in order to have a clearer understanding of where the issue lies.

I have my fingers crossed that it won't take long 🤞

Hello Michal and ddean1390,

I hope that you are well.

Just to post an update regarding the inquiry.

At the moment, the Software Provider has invited the Gaming Provider to compile the requested report.

Therefore, we still have to wait until we have all the information.

As promised, as soon as we have any additional information, we will provide them here.

Thank you for your understanding and patience.

Kind Regards,

Luke Newman

Casino Adrenaline Management

Thank You for the update .I really appreciate your time help and communication. I hope that arrives soon .

Thank you for the update, Luke / Casino Adrenaline team.

I have my fingers crossed that it won't take long 🤞

Hello ddean1390,

Hello Michal,

I hope that you're both well.

We have received a reply from the Gaming provider and, unfortunately, they have informed us that they have no records of the bets on the ddean1390@gmail.com account.

It is the standpoint of the Management that any grievance of this sort should be resolved in the shortest possible time with a full and detailed explanation as to what exactly occurred.

Due to the prolonged duration of the entire procedure, and due to the lack of exact details, the Management is willing to offer a $100.00 free chip so that we may come to a satisfactory solution for both parties.

Please let us know if the offer is acceptable.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Adrenaline Management

This was nearly $300 when I got the bonus round and $292 is what I calculated in and I had 20+ spins being awarded to me when my phone died. What would've happened if I were to have completed the feature and cashed out would my winnings been confiscated as to no records of game play? No proof or honesty can magically make the your records appear . I am never going to let my battery get low while I'm playing a game ever again. I can just hope for nothing like this to happen again. I do really like the choice of games and I miss playing there. Is this chip is wager free?

While I was waiting I studied into my proof and the records that were sent to me and

I have a question hopefully you could explain the times sequence change and the balance difference in

Line 106 and the time difference in line 19

If this was complete pa+ '

Hello ddean1390,

We hope that all is well.

Please accept my apologies for the delayed reply.

We understand that the lack of records is unsettling, as it is for us as well.

This may be the result of the interruption you have experienced. Given that we depend on the Gaming Provider for these reports, we are unfortunately not able to pursue this any further. We do have to emphasize that we have no confirmation of any irregularities occurring and the liability for any software and network interruptions on the player's side, rest on the player.

Because of the reasons explained above, the Management considers that you are entitled to compensation for the time you have invested in waiting for the resolution of this issue.

The $100.00 chip that has been offered comes with a $500.00 cashout limit and with 25x wagering requirements.

Please let us know if you find the offer acceptable.

Kind Regards,

Luke Newman

Casino Adrenaline Management

Thank you for the response and offer, Luke / Casino Adrenaline team.

Dear ddean1390,

Although I understand this might not be a fully satisfactory solution to your issue, considering the time elapses and the difficulty of the investigation, but with still an unclear outcome, can the offer from the Casino Adrenaline team be acceptable to you?

I am not ungrateful person so I will accept the offer. If I am able then it would be more than what I started with I'm hopeful 🤞🏼. Thank you again Luke for your time and most importantly, for communicating it truly means a lot. Michal and Veronika thank you again for your time and patience .

Dear ddean1390,

I'm glad we could find a suitable solution for you with the help of Luke / Casino Adrenaline team.

Please let me know once the $100.00 chip is credited to your account so we can consider your complaint to be resolved. I believe you know now that it is really worth keeping an eye on your phone battery level 🙂 and I have my fingers crossed 🤞🏼you don't come across any unpleasant situations like these in the future.

Dear Luke / Casino Adrenaline team,

Thank you for your cooperation and the offer as a sign of goodwill. We appreciate your fair approach. Please let me know once the $100.00 chip is credited to the player's account.

I sure will notify you

Hello ddean1390,

Hello Michal.

I would like personally thank you for your understanding and patience regarding this entire issue.

The $100.00 free chip has been credited to your account in your preferred LTC currency (1.0363 LTC).

It has been added to your account and you need to activate it before you can start playing.

Once again, we are sorry for the difficulties and we hope that the chip will prove to be lucky for you!

Should you need any assistance from our side, please do not hesitate to contact our Management.

Kind Regards,

Luke Newman

Casino Adrenaline Management

Thank you for the update, Luke / Casino Adrenaline team.

Dear ddean1390,

Let me know if you were able to enjoy the bonus and if we can consider your complaint resolved.

Yes I have received the chip didn't get to wager but sometimes thats just how it goes thank you again😊

-Nada Sorluza

Thank you for your response, ddean1390.

Since both parties were able to find a consensus and the agreed offer was credited to the player successfully, we consider this complaint to be resolved.

We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal