Casino Extreme - Player's winnings are delayed by casino.

December 10th, I have contacted Live support, emailed and called Casino Extreme and no one will respond or even open my emails. I am needing help since they are not communicating. On the game Ripcord, I clicked cash out at $131.06 before it got to game over, the game continued and froze at the end and it did not get credited to my balance.

You can clearly see in my screenshot that it shows I claimed 131.06 and am owed that to my balance.

Now minutes after was a second time this morning the very same game Ripcord Rush did not go on my balance. I immediately contacted live support for the first winnings and the second winnings that didn't go on my balance which I can provide documents for. They said to send email with the info which I did. I have attached another screenshot of this other winning that I need to be credited for $368.13. so my total now due to me is $499.19 for both winnings on the game Ripcord Rush. I have sent 27 emails and not one email was even opened.

Dear jennifermarierandall,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you only experienced this once with one specific game? 
• Are the results of this game or game session recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

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 delightful holiday season, and we will get back to you as soon as possible.

Hello,

Yes, this was the only game it happened on and it happened twice within minutes, in which I contacted support immediately. I stopped playing it after it happened. It is also in my game playing history as well.

Thank you for your reply, jennifermarierandall. Could you please post a screenshot of your game history here in this thread?

Additionally. please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.



Thank you very much, jennifermarierandall, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you jennifermarierandall for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Extreme for their help in resolving this complaint. We would like to know what is the issue with the balance and what can we do to help the player receive their winnings.

Thank you!

Hi Jennranbabe,

Hi Peter,

Hope you are all well and safe,

Upon reviewing the player’s account and correspondence between the Casino and the player, we found that the player played with a clean deposit of $204.12 on 02/10/2024 at 07:52:20 (Casino time) when the issue with the game Ripcord Rush and showed on the game screen. During gameplay with the clean deposit, the player made a total of 442 bets on slot games + 4 bets on the Crash games:

Non-progressive slots: 378 bets on Plentiful Treasure, Khrysos Gold, and Great Golden Lion.

Progressive slots: 64 bets on Shopping Spree II.

Crash game: 4 bets on Ripcord Rush.

While playing Ripcord Rush, the player experienced an internet connection issue. This game has a feature that reflects any connection interruptions on the game screen, providing immediate information to the user for increased transparency.

Unfortunately, when a connection issue occurs, the game does not stop immediately and continues to add a multiplier, even though the game has already ended. In this instance, the player placed 4 bets, each worth $1 (totaling $4). Unfortunately, there were no winnings recorded during gameplay with the mentioned Crash game.

For reference, we are providing the game report from the system:

Crash games are very sensitive to internet connection changes. Even if the issue lasts for just one second, the game stops functioning and immediately returns the bet or winnings to the balance. This behavior is detailed in the game's terms and conditions.

We appreciate your understanding in this matter. Should you have any further questions or concerns, please don’t hesitate to reach out to us.

Kind Regards

George Moore 

Casino Extreme Management

I'm just finding it hard to be such a coincidence that not only has this happened twice, but also it happened again about a week after I submitted this complaint. I find it odd that it always has some internet issue when I only win. Secondly, it is very odd because I had a different internet connection and different provider and different location the third time this happened. Now I have played the same game on sister sites such as yabby Casino, Rango Casino and limitless Casino casino. Extreme has been the only one that this has had issues with. On top of that, that internet sign is always showing every time that game is played on Casino extreme. The very very least seen as I spend thousands and thousands of dollars at Casino extreme and have been a very valuable member for a few years now. The least they could do is give me my deposit back or credit my account with my deposit.

Thank you to the both parties for the update.

Dear Jennifermarierandall, Unfortunately, as the casino even provided a game report from the system, there isn't much we can do in this case. You were refunded the amount that was used in the game and like in all online casinos the risk of connection issues is always present and can lead to situations like these. The casino is acting according to their terms and conditions and we believe the resolution is fair. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter