The player from Germany deposited €150 and purchased a bonus game but received an error message indicating insufficient balance despite having funds. Although support claims everything is fine, she cannot access the game, and her €150 appears to be lost.
Golisimo Casino - Player’s funds have disappeared.
Opened
Current status
Waiting for player to reply
6d 14h 54m 51s
Golisimo Casino
Safety Index 7.3 Above averageCase summary
Discussion
Public
Public
15 hours ago
Translation
I deposited €150 and bought Joker Streak XL Bonus Buy for €150. The bonus games loaded. It's a coin-based game, so I could see that about €7.50 was already in the free games at the start. Then I got an error message saying "insufficient balance," and I can't play the bonus games. Support says everything is fine, but I can't even use the game on the website anymore, and the €150 is simply gone.
Automatic translation:
Public
Public
9 hours ago
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Public
9 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Can you see the bonus buy recorded in your transaction history or your game history?
Please send me a screenshot showing that your 150€ transaction was successful. Also, kindly forward me the communication between you and the casino customer support regarding the issue with your funds at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
