The player from Germany encountered a technical glitch when his winnings disappeared. We closed the complaint because the player couldn't provide sufficient evidence for us to proceed with the case.
Cazimbo Casino - Player's winnings disappeared.
Amount: €4,300
Cazimbo Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Translation
Hello,
i want to complain and report something strange, also related to my account and a profit.
And the chat support customer service is a disaster!
You have to explain everything to the employees at least 10 times and write everything in detail....
and yet the employees in the chat don't understand what it's about and keep asking me the same questions, which I then answer again and again.
Nevertheless, the employees in the chat do not understand what I am explaining.
But I won't get any help...
because the employees do not (want to) understand what it is about!
I made a deposit of €35 today, on June 5th, 2023 at around 10:05 a.m. (German time)!
With GiroPay, from my Sparkasse account.
The deposit was made WITHOUT a bonus!
I only played with real money ( the € 35 ) !
At around 11:32 a.m. I played the game:
Duckshooter CCS
Provider : Gamomat
Then the CHICKEN CAGE bonus came up and I won all the cartridges for the game and got the Super Bonus.
With the bullets I hit these chickens!
I then won well and under the game
Duck Shotter CCS
Then there was a credit total of about 4300 €!
05.06.2023 at 11:32 a.m. (Germany time)
Transaction No. 173.4307428553
Gamomat provider
Game Duck Shooter CCS
When I then closed the game to return to my profile to see the payout options, there was suddenly only an amount of around €2400 as real money credit in it!
I then opened the live chat (around 11:40 a.m.) and chatted with a woman.
I think her name was ANNA!
I explained the problem to this employee in detail...but she didn't want to understand the situation.
Again and again she asked me what the game was called and which provider it was and at what time etc..
I wrote her this at least 5 times...but she kept asking what the name of the game was, where I won and who the provider of the game is.
Then I got really angry because I had already explained it 5 times.
I also gave the time when that was.
But this employee didn't want to understand that and didn't want to help me.
She even claimed that the turnover (Wagner 40x) had to take place first and that the turnover (Wagner) was deducted from the profit and the real money was then only around €2400!
But that was not true, what this chat employee wrote there.
There was NO bonus money that I would have had to wager first.
I played WITHOUT a bonus and only played with real money....didn't have to wager anything (Wagner).
Also tonight at around 6:15 p.m. I opened the chat again and wrote to the chat employee ALIKI.
I should also explain everything to her at least 5 times.
She didn't help me either.
I have not received any information.
"I should wait," she wrote only!
What am I supposed to wait for?
It can't be that at 11:32 a.m. it says that I have a total balance of about 4300 € and then suddenly it's only 2400 €!
And no chat employee can explain that to me and wants to help me further.
I played with my smartphone and then showed it to my mother how much I won.
She also saw that with the approx. 4300 €!
And also saw that suddenly there was only about 2400 € real money balance... without explanation!
Unfortunately, I didn't take a screenshot of it, because I was sure when I switched to the PC to see the terms and conditions and the payout methods, that there would still be a balance of around €4300 in there.
I am really angry.
99er
Automatic translation:
Public
Public
11 months ago
Dear 99er,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-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 understanding.
Best regards,
Tomas
Public
Public
11 months ago
Translation
Hello,
1 I have proof that I deposited €35 at Cazimbo on 06/05/23 at 10:05!
2 Proof of transaction history since my deposit that I have not received any bonus money!
3 in my transaction history also shows at 11:32 that I won and that I didn't
Bonus Money / Wagner has been deducted 40 times. There are now only these 2460.66 €!
But, on my smartphone there was a total of about 4300 €!
In the PC, then suddenly only this 2460.66 € was in it!
And the first employee said that my bonus money and the turnover (Wagner) had been deducted from my total profit of around €4300!
Oh yes... and when I logged out of the smartphone from the casino and logged in to the PC (because it's much easier to play and view everything on the PC), an "ERROR" message came up on the PC!
I forgot to mention that yesterday.
This clerk wrote to check again today to see if all my money has been credited because sometimes it takes 24 hours...but no additional winnings have been credited.
So, why was the total profit on the smartphone still €4300 and then only €2460.66 on the PC???
My mistake that I didn't take a screenshot on my smartphone because I thought you could trust such a win display and the casino.
I also requested a chat history today from Casino Support via email.
So far, only one ticket number has come from the casino for my request: 9306774
This employee wrote that I had received a bonus that had to be wagered first.
I want to have that in writing now as proof!
Icvh want to prove that this employee wrote something about the bonus money!
greeting
Automatic translation:
Public
Public
11 months ago
I understand your frustration, 99er.
However, please try to understand that without supporting evidence we can't build a case. If the win for the game round is recorded in the game history as a win of €1837,90 without evidence can't argue against it.
If you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.
I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into issues with any online casino in the future. I will now close this complaint. Thank you for your understanding.
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