The player from Finland expressed frustration with the operations of Imperial Wins casino, noting its outdated layout and issues with game functionality. He highlighted similarities with other casinos that had improved, stating that the games weren't working properly and requested intervention from Casino Guru to address these problems. The Complaints Team reviewed the complaint and concluded that the issues raised were not specific, actionable problems that could be addressed. It was indicated that the player might need to consider alternative casinos if dissatisfied, as the team was unable to mediate on general technical concerns.
Imperial Wins Casino - Player reports malfunctioning games at the casino.
Closed
Our verdict
Unjustified complaint
Amount: €30
Imperial Wins Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
Translation
I deposited 30 euros at this casino. It's not about whether I can withdraw it, but rather about the way the casino operates. The casino works in the same way as, for example, Galactic Wins casino. The layout of this casino is similar. It has the same games as Galactic Wins casino used to have.
I emphasize that Galactic Wins and e.g. Boo casino, which are similar, have changed considerably. These casinos now have e.g. Play n go games.
Imperial Wins casino is a relic of the past and a memory of these casinos. They seem to have the same problems too.
The games don't work. The casino tells you to play a game "to the end". When you try to play it "to the end", it doesn't work. The game doesn't work and you can't play any other games.
Can Casino Guru intervene in the operations of this casino and demand that they make their games work?
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1 month ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Seppo14,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
Alternatively, if you are experiencing any difficulties with withdrawals or deposits, I would be pleased to assist you. Please let me know if you are encountering any problems in this area.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Katarina
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1 month ago
Translation
I'll repeat the problem again: This casino is handling its games in a strange way. The games suddenly stop working. You can't play any other games in the casino after that, and the casino is lying about some kind of round ending.
The only way to sort out the situation is to contact the casino support. From there I was able to play other games again. The casino support somehow "stops" the unfinished round. Do they have a bad sense of humor, or is this casino really that terrible? This same problem actually existed at the current Galactic Wins casino before, for example. Apparently they fixed it. Well, I'm not surprised that this casino has such a bad rating.
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1 month ago
Dear Seppo14,
thank you for your reply.
- Regarding the described situation, have you sustained any losses? Additionally, do you possess any video recordings pertaining to the event??
Please note that if you are providing a general overview of the situation without having personally experienced any losses, our forum may be a more appropriate platform for your contribution.
Looking forward to your reply,
Katarina
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1 month ago
Dear Seppo14,
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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1 month ago
Translation
There have been no more problems with this casino so far.
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1 month ago
Dear Seppo14,
thank you for your reply.
I’m very sorry, but it appears that none of my previous questions have been addressed. Please review my earlier message and provide the requested information at your earliest convenience. All of the details requested are essential for us to proceed with the case. Otherwise should I assume your problem has been resolved, please?
Thank you in advance for your cooperation.
Katarina
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1 month ago
Translation
I must have suffered losses in some way because of it, because it negatively affects the gameplay, and especially the game selection. You can't choose the game you want to play. Then, for example, wagering becomes more difficult.
Otherwise, I would have expected a better reaction from the casino guru, because the problem is very significant and annoying.
Please contact this casino and ask about this problem. I assume no one thinks a casino can't operate this way.
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3 weeks ago
Dear Seppo14,
thank you for your reply.
I have carefully reviewed your complaint and, based on the information provided, it appears that this matter lies solely with the casino. While we understand that you may be dissatisfied with the games offered on this platform or suspect potential technical issues, these concerns have not been reported as a specific, actionable problem.
As a player, you are always free to choose the platform that best suits your preferences, and if you feel uncomfortable or dissatisfied, it may be worth considering an alternative casino.
At Casino Guru, our role is limited to mediating disputes between players and casinos. Unfortunately, we do not have the authority to request technical changes, investigate general website performance issues, or require a casino to address non-specific technical concerns.
We regret that we are unable to provide further assistance in this matter and apologize that we could not be of more help.
Thank you for your understanding.
Katarina
