The player from Germany was experiencing difficulties accessing a specific slot machine. After contacting the casino, the game started to work again. The issue was successfully resolved.
Casiplay Casino - Player's access to games was blocked.
Amount: €14
Casiplay Casino
Safety Index:HighSafety 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.
8.1
Casiplay Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I can no longer play at this casino. I got kicked out during a game at Reactoons and haven't been able to open a game since. I can log in but can't play anymore. First I was told I had to wait 15 minutes, then I was told to wait 24 hours, now I've been waiting for 5 days and nothing happens!!
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2 years ago
Dear Maria111,
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. Do I understand correctly that your account is accessible fully just one game that you've been playing seems to be blocked? Were you playing with an active bonus or with your real money?
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. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello, I can log into Casiplay as normal. But I can't play any game at all anymore because I got kicked out during a game at Reactoonz and since then I can't open the game Reactoonz anymore and therefore I can't open another game because the game at Reactoons wasn't finished.
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2 years ago
Thank you very much, Maria111, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Hi Maria111,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casiplay Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Hi Maria111,
I contacted the casino on Skype. Could you please record the issue (blocked games) and upload the video here or send it to my email address (peter.m@casino.guru)?
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2 years ago
Translation
das auf:: Reactoonz game was not finished. Please click below to resume the game now. Until you complete this game, you will not be able to play any other gamey. Resume the game doesn't work when I click it. Nothing happens. I have to quit the game to play another game but I can't start this game
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2 years ago
Thank you Maria for the screenshot. Even though it's not a video as requested, I forwarded it to the casino rep and we'll see if it's enough.
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2 years ago
Translation
Hello, thank you very much for your efforts. It works again. I haven't been able to play since 11/15/2022 and without your help it probably would have taken forever. But I'm glad you did it so well. Again thank you very much !!!
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 years ago
Thank you Maria for the update. I'm glad to hear that it works again. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
