CitoBet Casino - Player experiences game freeze preventing potential winnings.

I was playing the game Green Chilli 2 at the citobet casino when I was in the middle of the special rounds and the game just froze. This problem kept me from potentially winning the maximum prize from those rounds. I reached out via chat, sent an email, but no one resolved the issue. They simply stated that they forwarded the problem to the provider and they are waiting to see what they are going to do about it.

Dear felipefagundes74,

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" 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I sent prints of the error along with the videos showing the error

Thank you for your emails. I have reviewed the screenshots as well as the video you sent me regarding the technical issue you experienced when trying to launch the game. I can confirm that your account balance was not affected by this issue.

Regarding your potential winnings, it is important to note that we are unable to request the casino to pay you any winnings as this is determined solely by luck and chance. While you may have won, it is also important to consider that you may have lost.

As there was no unjust action taken by the casino, I regret to inform you that we are unable to assist you with this complaint. However, I suggest that you consider trying a different game or platform to play on.

I understand that this may not be the outcome you were hoping for, but I hope you can appreciate the reasons for our decision. Please do not hesitate to contact us if you have any further issues with this or any other casino in the future.