The player from Brazil had made a deposit to receive a bonus but encountered issues during gameplay on Pragmatic's BIG BASS BONANZA, where her winnings were not added to her balance, despite showing errors repeatedly. She had evidence of the problem but had no way to contact support and was hesitant to continue using the site. The Complaints Team had attempted to assist by requesting additional information and communication with the casino, but due to a lack of response from her, the complaint was closed at that time. The complaint was later reopened at her request, and the team continued to seek a resolution by requesting a game provider's report and further communication from the player.
Good Day 4 Play Casino - Player’s winnings are not being credited.
Closed
Our verdict
Player stopped responding
Amount: 170 R$
Good Day 4 Play Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
I made a deposit of R$170.00 to get a bonus of 270 spins. After playing all the spins without any problems, the total winnings were added to my balance as normal. As soon as I started a game of pragmatic BIG BASS BONANZA 1000, I noticed that my balance was being reduced very quickly, even with winnings and throughout the game every 1 minute an error message appeared which I left an image of in the complaint. When I reloaded the page it took me a while to realize that my winnings were not being added to my account. This happened over and over again. I have proof! Chat is unavailable and I have no interest in continuing to play on this site, because who's to say they won't do it again? And I don't know how much they've taken from me. I couldn't add the images. They're not big enough.
Automatic translation:
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4 months ago
Dear sirlenybritto3,
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 is 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 problem with one specific game?
- Do you happen to have a video recording or screenshots showing this incident? Could you please forward it to my email [email protected]?
- Did the situation somehow influence your real money balance? Is the last bet recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Katarina
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4 months ago
Translation
Good morning! Thank you for answering my question. It wasn't a specific game, but a provider (PRAGMATIC PLAY). I've played 2 games from this same provider and they both had the same situation several times. I have screenshots of what happened, and I only realized this balance issue much later because my balance only decreased as I played. Yes, it did affect my balance because the winnings were shown and soon after loading the page they disappeared. I can see the bet in the history. I've sent the images to the e-mail address above.
Automatic translation:
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4 months ago
Dear sirlenybritto3,
thank you for your reply and your email.
Could you please forward all communications you have had with this casino regarding this matter to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
Dear sirlenybritto3,
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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4 months ago
Dear sirlenybritto3,
thank you for your message.
Are you able to log in to your account, please?
Have you communicated this issue with casino support? What was their reaction, please?
If you have any communication with the support saved, kindly forward it to me. My email is [email protected].
Looking forward to your reply,
Katarina
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3 months ago
Dear sirlenybritto3,
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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3 months ago
Translation
Yes, I can log in. I notified the casino via e-mail, but it's been over 3 weeks and I've had no reply. When I speak to support, they simply ask me to wait for a reply to the e-mail. They do nothing!
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3 months ago
Dear sirlenybritto3,
thank you for your reply.
Could you please forward the screenshot from your message to my email [email protected]? It has arrived blurry and unreadable.
Have you requested a game provider's report to investigate this incident, please?
Looking forward to your reply,
Katarina
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3 months ago
Dear sirlenybritto3,
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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3 months ago
Translation
I didn't request a report from the game provider because I didn't know how to do it. I sent a new e-mail with the screenshot
Automatic translation:
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3 months ago
Dear sirlenybritto3,
thank you for your message and email.
Could you please contact the casino and request a game provider report examining your gameplay from that specific date?
Could you please provide your game history from that date as well? Kindly forward it in excel format to my email [email protected]. You can either find this in your profile or request it from casino support.
Looking forward to your reply,
Katarina
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3 months ago
Dear sirlenybritto3,
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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2 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,
Katarina
Casino.Guru
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2 months ago
We’ve reopened this complaint at the request of sirlenybritto3. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear sirlenybritto3,
kindly forward the game provider's report to my email [email protected].
Looking forward to your reply,
Katarina
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2 months ago
Dear sirlenybritto3,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require further assistance, we will reject the complaint.
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1 month 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,
Katarina
Casino.Guru
