Chance Casino - Player’s free spins were unexpectedly canceled.

While playing Congo Cash, I won 50 free spins, but at the 19th spin, it suddenly went to 0, so I didn't receive the remaining 31 spins.

Response from the casino: We can confirm that the game completed in the background of the application. The round was evaluated and paid out according to the Game Plan.

I don't understand this.

Dear doubrechtova,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after 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,

Veronika

Thank you for the video and the email communication with customer support. Could you please send me your gaming history from 28 May as well? You may request it in Excel format directly from the casino, and then kindly forward it to me (veronika.l@casino.guru).

request yesterday 3.6. sent, passed it on to a colleague and nothing has arrived yet

Thank you for the update. Have you received your gaming history yet?

Not yet, I already urged it. I will forward it to you on enamel.

history sent to email

Thank you for your email. Could you please specify the date and time you started using the free spins? It's not clearly visible in the transaction sheet.

4000 win was 7 spin

the only time I know I wrote on 05/28/2024 21:20:58

Thank you very much, doubrechtova, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello doubrechtova,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Chance Casino to join the conversation.

Dear Chance Casino,

Could you kindly offer an explanation regarding the current circumstances?

The player has received this bonus / free spins

The player engaged in the gameplay until here

And then, suddenly the 31 remaining spins disappear

And even in the game, it says it was "only" 19 free spins

What happened to the remaining 31 spins the player should still have?

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.

Dear doubrechtova,

I have successfully contacted the casino representative. They recommend contacting casino support at info@chance.cz, and they will make every effort to address the situation with you personally.

That's what I did, like 1 and the casino's response - we record that the game has finished in the background of the application. The round was evaluated and paid according to the Game Plan.

Dear doubrechtova,

I understand that you have already reached out to the casino support team, and they have not solved the matter to your satisfaction. As previously stated, the casino representative has advised reaching out to casino support once more at info@chance.cz, and they will do their best to assist you directly. A request for a reevaluation of the entire situation has been made, therefore, please contact the casino support team again and provide them with the video and all relevant information.

I wrote to support.

I will inform you about further developments.

Thank you for now

So came the answer

" we checked the situation more closely and the free spins were automatically completed in the background. You were credited with a prize of CZK 4,400 from the free spins on 5/28/2024 at 9:30:58 p.m.

I am sending a confirmation in the attachment.

Best regards

Elisabeth

customer support

"

The answer is the same as at the beginning. I still don't understand

1. What does background mean?
2. Is there a mention of background play anywhere in the rules?
3. Why did the game give 50 free spins and write 19 free spins at the end?

Dear doubrechtova,

I have received the following response from the casino team:

The support could have handled it better. If there was a connectivity problem or it cut out, the game automatically completed itself in the background.

We have such situations covered here:

https://www.tipsport.cz/vegas/napoveda/kategorie/545-casto-kladene-dotazy

The best practice is for the client is to respond to the email from the support and inquire them show her that she has used all the spins. Have her insist on getting some more detailed information about the spins from the support. 

It is highly likely that there was a technical issue on her part - internet disruption, outage, etc. And thus those spins (if she had them automatically set to rewind) have spun themselves in the background. If the client insists on a proper investigation, she needs to respond to the last email answer and ask for more information. 

Regrettably, my ability to offer further assistance is limited. The casino team is authorized to communicate exclusively with the account holder. Therefore, I kindly suggest reaching out to the casino support team once more and sharing the video along with any pertinent details.

So let's wrap it up. My internet didn't fail 100%, which can be proven. I don't want to write anything more because it can't be compensated. Even though I won 4000 for 2 crowns, something was simply missing. If I won 1000 and played all 50 games, it would be the right adrenaline and I would be satisfied. Since the incident, I'm tired of playing and I'm done having fun. Thank you for your attention and have a nice day

Dear doubrechtova,

I acknowledge your frustration regarding the whole situation, unfortunately, our hands are tied in this case. The casino team has made efforts to assist, but resolving this issue may require a lengthy investigation with the game provider, and even then, the outcome is uncertain. I regret that I cannot offer more assistance at this time.

Kindly let us know if you would like us to proceed with closing your complaint.

Yes please close.

It's just a shame that the casino only shows effort here. Dealing with me was always from the same answer.

Dear doubrechtova,

While I understand your concerns regarding the casino team's handling of the situation, I must reiterate that our ability to provide additional assistance in this situation is very limited. The casino team is only permitted to engage in communication with the account holder. It is understandable that you are unwilling to spend any of your time on an uncertain result.

I will now proceed to close this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.

Best regards,

Michal

Casino Guru