The player from Germany reported that his winnings from a game round totaling 250€ were not credited, despite having fulfilled the required conditions. Additionally, he found the response from customer support unsatisfactory and believed it indicated a mistake or deliberate fraud. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player, leading to the closure of the complaint at that time.
StarGames Casino - Player claims winnings are missing.
Closed
Our verdict
Player stopped responding
Amount: €250
StarGames Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
My line win from the three books, i.e. the complete line of researchers (250€), was not credited. I played all lines and at 50 cents. I'm not stupid, but that's an obvious mistake. I also had several 4 researchers and 4 pharaohs in the free spins, but my total winnings from the free spins were less than 90€. Very strange. Support gave me this answer, simply outrageous and deliberate fraud.
Hello Philipp,
We have the following information for you.
After reviewing your request, we can confirm that you received 2 bonus symbols from the free spins round and 3 books at 1:40 PM, thus earning 10 additional free spins. Therefore, no winnings from this round are missing.
If you have any questions, please do not hesitate to contact us.
Best regards
StarGames.de Customer Service
What should I do now???
Automatic translation:
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7 months ago
Dear pmmundus,
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 once with one specific game?
- Has this bet and its result been recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
Dear pmmundus,
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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7 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,
Kristina
Casino.Guru
