The player from Brazil encountered a bug that prevented her from capturing her winnings and had screenshots as evidence. She also won an additional 30,000 but had yet to receive payment, experiencing difficulties in contacting the casino. The Complaints Team extended the response time and requested further information, but due to a lack of communication from her, the case was ultimately rejected. The Complaints Team remained open to assisting her should she choose to reopen the complaint in the future.
CASSINOPIX Casino - Player's winnings are confiscated.
Amount: 7,000 R$
CASSINOPIX Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
When I won at the casino, there was a bug, and I couldn't capture everything, but I did take screenshots of the winnings I didn't receive.
After that, I deposited and played again, winning an additional 30,000, and they still haven't paid me. It's impossible to communicate with this casino.
Automatic translation:
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2 months ago
Dear alessandra80oliveira,
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
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2 months ago
Hi alessandra80oliveira,
I apologize, but I haven’t received any emails from you so far.
- Could you confirm which email address you sent them to? My correct email address is petronela.k@casino.guru. I will need at least some evidence showing that the winnings were earned but not properly credited to your balance.
- Additionally, please provide the exact dates and times when the issue occurred.
Thank you.
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2 months ago
Dear alessandra80oliveira,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
