Casinonic - Player’s winnings haven’t been paid.

Hello there ,

On 30 the September 2020 I was playing Black Jack online live game.

I had 30 $ main bet and 20$ on a perfect pair bet .

Now I get perfect pair of 6s perfect diamonds I decided to split so

6 & 6 = 30$ 30$ + 20$ on perfect pair dealer was Bust so I am happy that I have won Perfect pair + my split hand So my winning total amount should be ??

30$+30$ , 30$+30$ = 120$ right ?? Sorry I did not get paid for perfect 6s ???

Yeah so they did not pay my perfect pair at all .

I complained to customer service she said she will look into it ..and instructed me not to recall cash out money because its messing with my bets ...I said ok I wont recall ever again but please get me my 20$ perfect pair winning bet she replied she will let me know after couple of days ..

After two days I asked If they have sorted out my perfect pair winning bet yet ?

Reply was I have won 5500$ in this casino and its enough for now so I should be happy with this money..

So they never paid me my winning bet money .. I should have gotten total winning amount of 20$ (perfect pair bet) x 25 times = 500$ + 120$ = 620$ BUT they only paid me 120$ No money was paid for winning perfect pair bet

NOT HONEST NOT GENUINE CASINO NOT FAIR

my CASNINONIC account number is 60151130

Dear Gkbrissy,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, to petronela.k@casino.guru? Ideally, send it along with your game history.

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

Hello,

Thank you very much for your reply and for forwarding all the relevant screenshots. Could you please advise if you have a screenshot of the actual hand with pair of 6s and why some games in your bet history appear as "not finished"? 

Hi,

Some bets shows not finished I guess it takes few hours to show with date and time, the last 80$ bet is the one they did not pay me properly.

I took screenshot immediately so bet status was still not finished but they should have this record I can only see few past bets in their website not all from other days. I dont have actual 6s video or images unfortunately . I know that 80$ bet is there in the screenshot as proof if they can see their own video they will see what i am saying is true..

Thank you very much for your quick reply. I will now transfer your complaint to my colleague Matej 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 for your help. You are only hope now.

Hello Gkbrissy.

I completely understand your frustration. Could you please send me your game logs? (matej@casino.guru)

Meanwhile we ask the casino representatives to step into case and check your logs on their side.

Hi ,

I have sent you email with the screenshots please have a look. If you need something else let me know.

Thank you

Unfortunatelly, the files what you sent me are low quality photos - I am unable to recognize anything from them.

Could you please open this website: https://www.take-a-screenshot.org/windows.html - check how to make a screenshots and send to me the screenshots with your game history? 

Thanks.

Dear GAURAV,

Our tech team conducted an internal investigation on the matter and according to our records the winnings on $80 bet that you made in Blackjack 3 were correctly credited to your balance. The TOTAL WINS on this bet was $120.00 and your balance was adjusted in accordance with this win: BALANCE BEFORE $1069.33 and BALANCE AFTER $1109.33. On the screenshot that you provided it can be seen that your balance was adjusted up to $1109.33.

Please note that you are playing with the game provider and on the game provider's servers. The casino unfortunately doesn't have any impact on the game and its outcomes. To help you we made an inquiry to the game provider regarding this issue and the investigation has been launched. The game provider will review all the game rounds you made and once we receive a reply from them we will let you know.

To show you our appreciation we did offer you a cash bonus, which is waiting for you on your account. 

Kind regards,

Jessie,

Casinonic Support Team

WHERE IS THE 20$ WINNINGS FOR THE PERFECT PAIR ?????? WHICH SHOULD BE 20$ X 25 TIMES = 500$

GO CHECK I SPLIT MY HAND WHICH SHOWS YOU IT WAS A PAIR (ACTUALLY PERFECT PAIR).

SO PAY THE WINNINGS OK I DONT CARE ABOUT YOUR USELESS 100$ BONUS WHICH I WILL NOT BE ALLOWED TO CASH OUT EVER , I WONT TAKE MY COMPLAINT BACK.. YOU ARE LOOTING PEOPLE

AND NOW YOUR SITE WONT EVEN ALLOW ME TO CHECK MY GAME HISTORY...WHY NOT ??

Gaurav,

The complete list of your bets has been sent to your email.

Regards.

Hi Gaurav,

As promised I’m writing to let you know that we received a reply from the game provider.

They reviewed the game round on their end and found out that one of the credit transactions in it had failed. The remaining win in the amount of 520.0 AUD will be added to your balance.

If you need any other assistance please don’t hesitate to contact our support team anytime.

Jessie,

Support Team

Thanks for the great news and for quick investigation. Gkbrissy, let us know when you get the remaining balance.

Hey CASINONIC (BUNCH OF THIEVES ),

So thank God I did not follow your customer service help girl's guidance and and did not forget(as she suggested) my winning bet other wise I would not have received my money back ever, You are just sitting there and telling people to forget their winnings because they had won before and customer should be happy with that winning amount , you should be sorting out the customers complaint in a right direction but you failed a BIG TIME.. Shame on you I would withdraw my money now and WILL NOT PLAY AGAIN IN YOUR CASINO BECAUSE YOU STEAL PEOPLES MONEY !!!!! DONT BLAME IT ON PROVIDERS BECAUSE YOU ALL ARE TOGETHER IN THIS LOOTING BUSINESS.... PLEASE GUYS DONT PLAY THERE IF YOU WANNA SAVE YOUR MONEY.....I WILL GIVE LESS THAN 1 STAR REVIEW TO YOU.

A BIG THANKS TO MATEJ AND YOUR TEAM FOR HELPING ME RECIEVE MY WINNING BET'S MONEY FROM THIS DODGY CASINONIC.COM

Gaurav,

As previously said, we extend our sincere apologies to you for this error. We did our best to solve the issue for you and we’re happy that we were able to help.

The funds have already been credited to the player’s account.

Best regards,

Jessie,

Casinonic Support Team

Jessie,

YOU MIGHT APOLOGISE AND SAY IT WAS AN ERROR BUT THERE MIGHT BE MANY PEOPLE WHO COULD NOT PROVE THAT THEY WERE NOT PAID THEIR WINNINGS OR THERE MIGHT BE MANY WHO MAY NOT EVEN NOTICED/ KNOWN THAT SOME OF THEIR WINNINGS WERE NOT PAID AT ALL..

I would like to calm down the whole situation. Gaurav I think you are mad on wrong people. Truly what casino wrote, make sense. More information about how it works you can find here:

https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed

If the game provider server didn't send message to the casino server about the bet, then your balance wasn't increased.

I checked your screenshots, and you had there perfect pair too. So this incident looks like happened only once.

So please take this also into consideration.

And let me please know if I may close the complaint.

Hi Matej,

I dont care whose problem it was casino or game provider.. What matters to me is money / winnings are not paid , And by the way their server NEVER missed lost bet money ?? why only winning bet was missed by server ? Game provider is not giving me any platform to play or open account with them, so who should be responsible ?

This Casino clearly ignored my complaint otherwise I would not have come here in the first place !!!

Well, we helped and now I believe your issue is solved. You can ask casino for some compensation - bonus or something but we can't force them.

And how do you know that they didn't miss a lost bet, based on the incident I believe that the probability that something like this happen again is very low.

One more time I am very sorry that it happened to you but I don't see a reason why to continue with this complaint.

Well You can close this complaint now. Thank you for your help.

Dear Gaurav,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.