The player from Greece is facing issues with a withdrawal, specifically a refund of 449 euros, while also receiving a bonus on a spin that involved a 3 euro bet.
Casinoly - Player is facing withdrawal issues.
Amount: €449
Casinoly
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case opened
Current status
Waiting for player to reply
5d 10h 28m 59s
Case summary
2 days ago
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2 weeks ago
Translation
Refund of 449 euros and on the same spin with a 3 euro bet, a bonus was also received.
Automatic translation:
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2 weeks ago
Dear Geostaik,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Casinoly. I’m afraid that based on your current description it is not possible to determine what your complaint is about and I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
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2 weeks ago
Translation
While I was in the game and I was playing it suddenly gave me a refund of 449 euros in one click and as it fell 3 scatters appeared and a bonus was entered. At that moment the game threw me out and whenever I tried to enter again it gave me an error (wrong game code) I sent a message and they tell me there is an issue with pragmatic play but if your winnings/bonuses are not returned in 24 hours Message us again since then it has been 2 days (48 hours) and when I message it says we are still processing your issue you will be notified via my email they had said that the pragmatic play games are temporarily down and that they will be back on thursday (yesterday) i sent a message yesterday and they said for saturday 9/14 that they will be back on...the question is when i come back on saturday if they come back will I ever start these games again from where I left off? i.e. the return of 449 euros and a bonus with a 3 euro deposit...
Edited
Automatic translation:
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2 weeks ago
Translation
While I was in the game and I was playing it suddenly gave me a refund of 449 euros in one click and as it fell 3 scatters appeared and a bonus was entered. At that moment the game threw me out and whenever I tried to enter again it gave me an error (wrong game code) I sent a message and they tell me there is an issue with pragmatic play but if your winnings/bonuses are not returned in 24 hours Message us again since then it has been 2 days (48 hours) and when I message it says we are still processing your issue you will be notified via my email they had said that the pragmatic play games are temporarily down and that they will be back on thursday (yesterday) i sent a message yesterday and they said for saturday 9/14 that they will be back on...the question is when i come back on saturday if they come back will I ever start these games again from where I left off? i.e. the return of 449 euros and a bonus with a 3 euro deposit...
Automatic translation:
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2 weeks ago
While I was in the game and I was playing it suddenly gave me a refund of 449 euros in one click and as it fell 3 scatters appeared and a bonus was entered. At that moment the game threw me out and whenever I tried to enter again it gave me an error (wrong game code) I sent a message and they tell me there is an issue with pragmatic play but if your winnings/bonuses are not returned in 24 hours Message us again since then it has been 2 days (48 hours) and when I message it says we are still processing your issue you will be notified via my email they had said that the pragmatic play games are temporarily down and that they will be back on thursday (yesterday) i sent a message yesterday and they said for saturday 9/14 that they will be back on...the question is when i come back on saturday if they come back will I ever start these games again from where I left off? i.e. the return of 449 euros and a bonus with 3 euros bet
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1 week ago
Hello Geostaik,
We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 week ago
Translation
ok thank you I hope a solution is found because it has been many days
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5 days ago
I took only the 3 euro bet back😂 my 449 euro and 3 euro bonus just disappeared….
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2 days ago
Hello Geostaik,
Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
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.
Regards,
Nick
Geostaik has 5d 10h 28m 59s to reply
