The player from Germany is dissatisfied that the casino banned certain games without prior notice.
Caxino Casino - Player complains about games.
Amount: €500
Caxino Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
VS: I would have preferred to leave out the "amount in dispute", you will understand from my descriptions why - the problem is a bit "tricky" - but the field has to be filled out and the amount is a very rough estimate! - It could have been 100 fewer, but also a lot more!
Please read - it would be more complicated to describe - my rating, which I was asked by the casino itself regarding my satisfaction with the support.
I would really like to speak of monetary "fraud" here, or at least unfair behavior on the part of casino management; One can of course argue that I "lean too far out of the window", so I ask for the imagination of the following picture as a metaphor: Please imagine that you are in a "physical" casino and throw an infinite number of coins into one "one-armed bandits", the game is going so badly that you think "mhh, something must come at some point!" and speculate - realistic! This is an empirical value on my part - on the fact that you - possibly a large profit - but at least a good portion (at some point) will get back, so don't give up, but "keep feeding the thing", so continue to invest a lot of money - and a lot !! tiresome: time. Suddenly the machine stops, you ask for help, and a technician is sent to you: He takes the box with him - and never brings it back. After endless back and forth and after pretending that "you don't know what's going on here" or pretending that "technical problems have been fixed", you are finally informed that you have long since decided to do so has to remove the machine from the range. It can be described in exactly the same way. The following is a copy of my complaint.
Thank you for your efforts and best regards, Fabienne
PS: By the way, I just see that my complaint, which I also tried to send to the appropriate point for complaints, and which is expressly noted in the casino's terms and conditions: came back, quote "Your message was not received beschwerden@caxino.com Delivered because the address was not found or cannot receive e-mail. "
Hello,
I would like to point out that "my - massive !!! - complaints" NOT (name agent) - nor any of your agents
applies: on the contrary, they (almost) always react very quickly and friendly and are of course bound by instructions: and can't help the "hammer" that the customer gets on his head (metaphorically speaking).
Briefly to the matter: I wanted to play "Twin Spin Megaways" (BEFORE !! July 1st, namely on June 31st !!!), I still lost hundreds of Euros at the lowest stake and have been waiting since (please melt your tongue !!) 2-3 T - in words: two to three THOUSAND (approx) "spins" on a free game. I know from experience that a "dead" slot with a probability of over 90% will "spit" at some point: and speculated on getting at least a good part of my "investment" back. - So I paid in again (only because of THIS game), but the game did not work / did not load and after an eternal "delaying tactic" in chat and via email and set it to "stupid" - as if you did not know exactly where the hare is. ..
- Probably the instruction was "pretend you don't know what's going on, then give the wrong information (" Razor shark ", to which my question was not related and I was forced to answer AGAIN and to get it right) - the next day the cat was "let out of the bag" (note: due to the new gambling contract in Germany, not only, as expressly noted, life games etc for German customers were removed from the "range") , but also without prior notice, various slots, when I wanted to start the game, they were just about to turn it off, the next day it was "gone").
According to the motto: hold out, speak out, give some "information" about "technology will take care of it" etc. causes confusion and then wait another day until you present the customer with a fait accompli. "-
- Sorry for my clear words, but I feel - to put it mildly - "fouled", yes: robbed! - I emphasize at this point: if this game had only cost me further, I wouldn't say a peep, that's my risk, and I have to answer for it myself: but this way is really underground, so in my opinion you don't go under anybody Circumstances with loyal customers. There was not even an apology, let alone an offer as a small compensation, e.g. free spins, of course. not 20 or 50 but right, really many, that too would have the loss of course. not - or only very unlikely - even only marginally balanced again, but at least it would have been "something", except: sheer mockery.
Automatic translation:
Public
Public
3 years ago
Dear sundance65,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
Also, there is a huge difference between a slot in a regular casino and an online casino. You can find out more about how slots work here:
https://casino.guru/how-slot-machines-work-math
Lastly, if the casino wants to continue its operation on the German market, it has to go along with the local laws. If the casino has to stop offering a certain game, unfortunately, there is nothing we can do about it.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Kristina
Public
Public
3 years ago
Sundance65, thank you very much for your email, but sadly, there is nothing we can do in this case. The casino had to remove certain games if they wanted to continue operating on the German market (regardless of whether you have been informed in advance or not) and I am sure you understand that we cannot punish the casino for something like that.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
