The player from Germany encountered an issue where their roulette wins worth 105 euros were not credited to their account despite requesting support during the game. Now their account has been blocked, and they are seeking to claim their total stake of 175 euros plus lost profits, amounting to 280 euros. We’ve rejected this complaint in our system due to a lack of evidence.
Casino Universe - Player has experienced technical glitches while playing.
Amount: €280
Casino Universe
Safety Index:HighSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
11 months ago
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11 months ago
Translation
In roulette, hits were not credited to my account, support was requested during the game, nothing happened. Overall, hits with a total win of 105 euros were not credited. I have now had my account blocked and would like to claim my entire stake of 175 + lost profit, i.e. 280 EURO. Let's see if you really get help or this is just a fake.
Automatic translation:
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11 months ago
Dear arminbalkhausen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication and supporting evidence 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.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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11 months ago
Translation
you can fuck me! You know exactly what's going on in the casinos and want to fool me with requests for notifications or game histories?
Either they reimburse me the 280 €, or they leave it be. I don't expect a reasonable solution from criminals anyway. Now it's your turn. Can also close the case again, it was clear to me that all this is just fake and it's not about help!
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11 months ago
Without any substantial evidence to support your claim, I'm uncertain about the course of action you expect us to take. It is crucial that you gather the necessary supporting evidence before approaching any party for assistance in addressing the issue with the casino.
I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.
Please forward any supporting evidence to petronela.k@casino.guru at your earliest convenience, otherwise, I will be forced to reject your complaint.
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11 months ago
Translation
Did I record the game, no, how am I supposed to prove it?
Calling themselves professionals "just ridiculous". Feel free to dismiss the complaint!
I didn't expect anything else from you "comedians".
Have a nice time!
Automatic translation:
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11 months ago
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.
I regret that I am unable to offer further assistance. Although we were unable to resolve this case, please feel free to reach out to us if you encounter any problems with another casino in the future. Based on the reasons mentioned above, I must reject this complaint. Thank you for your understanding.
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