Casino765 - Player’s struggling to play any of the slots.

Told UK players accepted, and can play with no bonus. None of the games work, I have tried on IE, Mozilla, Safari and Google Chrome on my phone, my Mac and my other laptop - support do not know why it’s not working, no response from email support re query, realised today the spins that did not work and showed ‘session expired’ at 90p per spin have been deducted? Have emailed their customer support again for help.

Dear Alison,

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. Have you deposited any funds in to your account? Have you played any of your funds or the whole amount stayed untouched until now? Have you tried to communicate this issue with the casino? If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Alison,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have had numerous conversations with casino by email. Each response says they are working on issues but cannot give a specific time for the problem to be fixed, they had not offered a refund for funds so I went through what games were offered on the site and found that roulette connected so I played my funds there even though not what I intended when I joined. To date the site still does not connect for any slot games and some others also. I have not been refunded for funds lost when trying to play when registered.

Dear Alison,

Thank you very much for your reply. Could you please forward your game history?

Dear Alison,

Is your account still accessible? Are there any sessions visible if you filter your game history using different dates? What amount has been lost before you’ve moved to play roulette? Thank you. 

I am unable to access account, The photo is the only photo, filter did not work, nothing I tried to do showed game play though I had tried numerous games. I had deposited £25 and cannot say if I won on any spins as the reels just kept spinning and session expired showed. I played roulette with the £19.80 and 0.80p was left at end.

Do I understand it correctly that you have deposited £25 and went down to £19,80 before moving over to roulette (meaning disputed amount would be £5,20)? Thank you.

Hi, as the reels did not end I do not know if I won anything on the spin? On occasion a game spins and may push you out but when you go back In you have won? As I don’t know this then yes I would have to agree with your amount even though it could be more.

Thank you very much Alison for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

I would like to ask Casino765 to join this case and give us explanation of the player's issues with slot games and inform us if there will be any refund for the player.

Thank you Nick, I do hope they do respond to you as I didn’t have much luck when dealing with them

Hello,

Thank you for contacting Casino765 Support.

It is true that during the past few months we have had a few issues with some of the games not opening on iPhone devices, but they are being worked on, and it depends on the game provider.

As for the user that has raised the complaint, I see on her account that she has deposited 25 Euros on the 25th of June. She has played with them on the 25th and the 29th, and unfortunately lost her deposited money and now has a balance of 0.8 Euros.

Attached you can find the last provider bets report for the user that clearly prove that the user was able to play and gamble all of the deposited money.

Best Regards,

Casino765 Team

www.casino765.com

Dear Casino765, we were already aware of the fact that the player has lost his money on roulette. The original problem was when the slot game which deducted the money from balance did not work so the player received only "session expired" notification, therefore she did not know whether she won or not. Is the game history of the player shows these bets on the mentioned slot game? - so we can be sure there were not any winnings which were not added to the player's account.

Dear Nick,

The detailed provider report is well-configured and it saves any bet (spin or shuffle) that the user makes on the site. On the screenshot that I have attached, you can find the last bets that the user has made explained to detail: The bet amount, the balance, the winnings from the bet, the game and the exact time when it happened. It is virtually impossible for money to be lost from a game or from the "session expiry", as you say. If you wish I can send you more pages of the provider report, or the provider report of a certain time.

Best Regards,

Casino765 Team

www.casino765.com

Dear Alison,

Are you satisfied with the answer which the casino provided? Can I help you with anything else?

Hi Nick.

Thank you for your help, it’s clear to me that it’s a casino to stay away from - thanks for all your time.

I would like to ask Casino765 if there could be any compensation to the player for the unfavorable situation.

After further examination we rejected the complaint because it became irrelevant as the player has spent her casino balance.