Olimp Casino - Player's account is closed after a withdrawal issue.

I played at Olimp.com on April 18. I had a balance of 1,730,000 KZT. The casino manually deducted my funds, claiming a technical error in Amatic games. However, on April 17, the system worked perfectly, and I even had successful withdrawals.

Furthermore, the casino used my win of 30,000,000 KZT in their official Telegram channel for advertisement, which proves they recognized the win as legitimate at that moment. After I complained, they blocked my account and removed all Amatic games from their site. I believe the 'technical error' is an excuse to avoid paying a large win. I request the return of my balance of 1,730,000 KZT."

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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.

• Did you accumulate these winnings with or without an active bonus?
• Did you notice any unusual behavior during your gameplay, such as no losing bets or an unusually high number of bonus rounds?
• What Amatic Industries games did you play to accumulate your winnings in the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your assistance. Here are my answers to your questions:

1. Bonus:| played with my own deposited funds. There was NO active bonus involved.

2. Gameplay behavior: І did not notice anything unusual. The game behaved normally -there were both winning and losing spins. І was playing for а long time (over 5 hours), and everything seemed consistent with regular gameplay.

3. Game title:1was playing Lucky Joker 10 Cash Spins Ьу Amatic.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dilara,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of Dilara. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Dilara,

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period. You can send the information to my email at attila.g@casino.guru.

Thank you in advance for your reply.

Dear Dilara,

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.

Hello, I haven't received a response yet regarding your request. Olimp.com doesn't want to answer. How will they provide you with the documents now?

Dear Dilara,

Thank you for your patience while we carefully reviewed your case, and I truly appreciate the detailed information you have provided throughout the process.

Please note that the origins of the technical glitch have been made public since your complaint submission. https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/. Based on these circumstances, we are unable to support you in your pursuit to have winnings paid out. Since you confirmed your winnings were accrued by playing the affected game in the appropriate time window, we can't consider your winnings legitimate, and, consistent with other cases currently present on our website, your case will be rejected as a result.

I would like to mention that, although we recognize that the main jackpot was not won from games provided by Amatic Industries, it is important to note that this win occurred on April 18. By that time, you were utilizing funds that had resulted from the previous day's malfunction.

We hope you won't face a similar situation in the future and I’m sorry that we couldn’t bring you a more favorable outcome.

Please don’t hesitate to reach out if you need assistance with any other issue in the future.

Kind regards

Attila

Casino.Guru