The player from Italy is dissatisfied with the casino’s RTP (Return to Player). After a closer examination, we rejected this complaint as unjustified.
Casinochan - Player complains that he didn’t win anything.
Amount: €3,500
Casinochan
Safety Index:Above averageSafety 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.
7.2
Casinochan has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Dear Marquez,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
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4 years ago
Translation
I don't understand, it doesn't seem difficult, and I think I explained myself correctly, documenting everything. In a few minutes (not even hours, € 3,500.00 was taken. Is this a fair RTP?
Edited
Automatic translation:
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4 years ago
Could you forward me your game history please? My email address is petronela.k@casino.guru. Thank you very much.
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4 years ago
Dear Marquez,
Thank you for forwarding part of your game history. Unfortunately, it is still an insufficient evidence that something unfair is going on. You have deposited funds in to your account over a period of 7 hours. I’m sure you understand that DPH (Decisions per hour) on the slots is very high, meaning you can make hundreds of decisions per hour. Decisions include making bets, withdrawing from games, and changing to new games. I’m sorry but I’m rejecting your complaint at this time. Thank you for your understanding and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
