Casino Sky - Repeated unwanted logouts led to lost bets for player.

Hi! My problem with Casino Sky began almost immediately. 

I was playing online poker on their site. I made a bet, the bet went through as usual. When I tried to double down, meaning to continue playing, I was supposed to either press the red or green button. I bet on the green button as I felt that I was going to win. However, once I clicked the green button, I WAS LOGGED OUT OF THE SITE. This happened on the next bet as well. Both of these were winning hands with substantial bets. 601 euros for both the initial bet and the win. I reported this issue to the support team immediately, showing them which bets were involved, and screenshots of how I was logged out. 

I have been logged out several times, on different days, from the site while trying to double a game. But it was these two bets that were the largest. I don’t care about the "small bets," but I do care about those 601 euros. A total stake of 167 euros, which I could only place as a bet, and when I choose to bet x2, I am immediately logged out. 

I reported the issue to the support team immediately, but no one has helped me with the matter or they have stopped responding. It's incredibly frustrating to know that I should have 601 euros in my account balance.

I do not recommend this casino and I warn everyone about their website!!!! 

Dear lovisa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@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.

• Could you please advise if the initial bets were subtracted from your account too?

Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.

Best regards,

Petronela

Dear lovisa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello! They deposited the money as soon as I mentioned that I had contacted you

I apologize for the delayed response. Thank you, lovisa, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear lovisa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.