The player from Germany experienced issues with uncredited winnings from free spins on multiple Booming Games, totaling approximately €200. Despite providing screenshots and contacting customer support, she felt the casino did not believe her claims and found the support unfriendly. The complaint was marked as resolved after the player confirmed the issue had been addressed. We closed the case following her confirmation of resolution and offered further assistance if needed.
SlotPal Casino - Player’s winnings from free spins are not credited.
Resolved
Our verdict
Case closed
Amount: €170
SlotPal Casino
Safety Index:Fresh casinoCase summary
Discussion
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3 weeks ago
Translation
I registered with Slotpal today. For the most part, everything worked fine. Then I played Vegas Wins from the Booming Games series. I got 10 free spins at €1 each. Four spins each generated a win. I can't say the exact amount, but it was just under €20. These winnings weren't credited to my account. I contacted live chat about my issue. They asked for the transaction ID and the exact time. Strangely, these 10 free spin transactions aren't listed. So I tried my luck again to test if it was a one-off. I played Big Apple Win (also from Booming Games). Here, too, I got 10 free spins at €1 each. This time I took a screenshot as proof. I won €41.65 from free spins. These winnings also weren't credited to my account. These transactions also don't appear in the list. At 8:47 PM (German time), the same problem occurred with Asia Wins (also Booming Games): I received 10 free spins worth €1 each and even won a Mega Win. This amounted to approximately €110. Again, the winnings were not credited to my account. I am in contact with the casino. They obviously don't believe me, even though the woman in the live chat said that, as far as she could see, the winnings from Big Apple WIN hadn't been credited to my account yet. The support is very unfriendly and is acting as if I'm lying, even though I've already submitted two screenshots. I feel cheated by the casino! I deposited a total of €200. I've experienced a lot in casinos, but I've never encountered such a scam. There were absolutely no problems with free spins in other games. Only with Booming Games.
Automatic translation:
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3 weeks ago
Important notice:
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3 weeks ago
Dear anettraabe,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.
To better understand the situation and assist you further, could you please answer the following questions?
- Do I understand correctly that this issue occurred only once and with the above-mentioned specific games?
- Do you have any other video recordings or screenshots of the incident?
- Has this particular bet and its result appeared in your game history?
Thank you very much in advance for your reply.
Best regards,
Petra
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3 weeks ago
TranslationHello, the problem only occurs with these three games: Vegas Win, Big Apple Win, and Asia Win. Each game uses a €1 stake. The bet from the won free spins appears in the game history, but not the 10 bets placed during those free spins. Neither the stakes nor the winnings are shown. I checked this directly. Unfortunately, I don't have any further videos or photos because I wanted to check the history immediately after playing to save evidence. But they simply don't appear. All other games worked fine, for example, Faust. Winnings from free spins were credited to my account there. This issue only affects games from Booming Games.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear anettraabe,
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,
Petra
