CasinoSecret - Player experiences game error and lost money.

I reported that I couldn't play the game due to an error,

and was advised to clear my Cookies and Cache.

Even after clearing them, I was still unable to play the game.

When I reported this, I was told to play a different game.

As a result of playing a different game, I no longer win anything.

Also, when the game errored out again, the amount of money lost was not refunded back to me.

Dear anosaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history 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.

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.

Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.

Best regards,

Petronela

Even if you want to upload your game history or screenshots

The login screen does not appear (it keeps loading) and I can't even log in.

The balance remains

I'm worried because this happened right after I sent a photo of my credit card for authentication.

You cannot provide information such as screenshots because you feel like you have been scammed.

I was finally able to log in, so I'll send you a screenshot of the error screen.

I played the game to check reproducibility and take screenshots for other games that had errors.

Since I lost all my balance, it is no longer possible to take screenshots.

Why does this happen even though I just reported an error?

This makes casino guru's safety indicators completely unreliable.

I lost a lot of things in this dispute, including my balance, credit to this casino guru, credit to the online casino, and time.

There will be a huge number of screenshots, but I will finish by sending them all.

I'm so tired

You are so helpless against casino fraud and suspicion.

No matter what online casinos are doing behind our scenes, we won't be able to find out.

There are no trustworthy institutions that can investigate.

All we can do is cry and fall asleep

The error was not reproducible and the balance was gone.

I lost my balance, time, and credit card information

Regardless of the outcome of the dispute, please delete my casino guru and secret casino accounts once the dispute is over.

I would like my account information to be deleted rather than frozen.

I am worried if my personal information is left in the hands of an untrustworthy secret casino.

That's all the information I can provide

Please stop this dispute due to no response.

Please close your casino guru account.

Hi anosaa,

I regret that you feel we were unresponsive to your concerns. However, I must highlight that I sent you a message only four days ago. Therefore, suggesting that you are closing your Casino.Guru account due to my lack of responsiveness seems rather severe.

In instances where a player encounters a technical issue, we consistently request supporting evidence and strongly advise players to cease playing immediately. In your case, you opted to deplete your balance and requested the closure of your account.

Consequently, I am closing this complaint as rejected. Without the opportunity to investigate a case where you deliberately played down your balance to demonstrate a technical problem with the game, we are unable to proceed.

I regret that I couldn't offer more assistance.

PS: If you wish to close your CasinoSecret account, you need to contact the casino directly.