The player from the Netherlands encountered an error while playing Mustang Gold, which resulted in the game closing and her winnings of 143 euros not being credited to her account. After waiting for almost 9 weeks and receiving repeated assurances that it would be resolved, she sought a permanent solution and the return of her winnings. The complaint was closed due to her lack of response to the Complaints Team's requests for further information necessary to investigate the issue.
FatPirate Casino - Player's winnings are delayed after game error.
Closed
Our verdict
Player stopped responding
Amount: €143
FatPirate Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Played a game (mustang gold) got free spins, during the free spins the game got a error and closed, but my winnings are 143 euro, and after the game closed the winnings are not in my account. I am waiting for 8 weeks now, the only answer i am getting is; we are working on it and wr will notify by email when it is solved..but come on..8 weeks..almost 9 now.. chat always says that it is almost solved..but never the 143 euro is in my account.. i want a sollution to this, no, i just want the 143 euro i won during free spins.
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11 months ago
Dear Noname1989,
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 of uncredited winnings, 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
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11 months ago
Dear Noname1989,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
