The player from Germany had been unable to access her casino account for several days because the game 6 Fruits was stuck in a loop, which rendered all account functions and her balance unusable. Despite reaching out to customer support and attempting all suggested fixes, including clearing cookies and using different browsers, she did not receive adequate assistance. The Complaints Team requested additional information and communication from the player to proceed with the investigation. Due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution at that time. The player was informed that she could reopen the complaint if she chose to resume communication.
Redkings Casino DE - Player's account functions are frozen.
Closed
Our verdict
Player stopped responding
Amount: €10
Redkings Casino DE
Safety Index 8.8 HighCase summary
Discussion
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3 weeks ago
Translation
My account has been unusable for several days. The game 6 Fruits is stuck in a loop and cannot be closed. As a result, all other functions of my account (including my existing balance) are unusable. I've tried all the suggested solutions to fix the problem, clearing cookies and cache multiple times and using different browsers. None of this has worked. I've been trying to contact customer support via email for days. Today, an employee finally got in touch. They asked for confirmation that I wasn't using any bonuses in the game, which I sent. Unfortunately, I still haven't received any help. I also tried using the chat function, but it doesn't work because all account functions are essentially frozen. I've attached screenshots of the screen that appears when I try to access my account. Please help, I'm completely stuck!
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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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3 weeks ago
Dear Hedgehog,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise whether you have lost any real-money funds due to the technical issue?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
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
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2 weeks ago
Dear Hedgehog,
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 week 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,
Attila
Casino.Guru
