SuperAUS Casino - Player’s winnings have been confiscated due to a server error.

*** PLEASE BE ADVISED I WAS PLAYING ON SUPER AUS CASINO WHICH IS A DIRECT PARTNER OF JUST WIN 9 CASINO*** - could not find a casino profile for Super AUS Casino. I was playing Crazy Miner and won free games 6 free games. During these free games as part of the game structure I had 3 full reels of wilds by spin 5.. as I approached the final spin an error message came up on my screen and said server error and reloaded the game. When I loaded back in and had the final spin my 3 wilds disappeared and I only had 1 remaining. If my initial wilds were still in play the win I would have received would have been extremely large as the highest symbols landed and nearly gave me a whole screen payout. The maximum Win x bet is 20,000+ so I can only imagine what the win would have been. Luckily i took screen shots as it was occurring, I contacted live support immediately and was given no help at all and the same words repeated over and over again and again we not even acknowledging the error. I would like to see if this can be resolved as this is completely unfair game play and my winnings that were taken away. I am very suspicious of this and feel the system detected I was about to get a substantial win and made the reloading occur and took away my progress into the games. I’ve tried to find any contact details to this partnership and cannot anywhere and reporting a problem on the website but doesn’t work. I hope you can assist in a fair resolution. Thank you

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Dear liaaaam5,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

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 one specific game?
• Do you have any 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,

Jean

Free game 6/6, The spin I received after the game reloaded and missing to full column’s of wilds.

Hi Jean,

thank you for investigating this matter.

yes, correct it only occurred once and in this specific game.

I have uploaded the screenshots showing my progress up to free game 5 and then after reloading and free game 6 minus 2 columns of wilds. + some of my conversations with live chat support.

I just checked my gameplay history and it’s not adding up in comparisons to the actual wins I received going by my screenshots and it only shows 4 free game spins… I have also uploaded a screenshot of the history.

If you have any more questions, please feel free to contact me.

Thank you

Any thoughts on this matter and how to proceed?

Dear veigeconv,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Štefan, (stefan.m@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Jean

Dear liaaaam5,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from SuperAUS Casino to join this conversation and assist in addressing the complaint.

Dear SuperAUS Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear liaaaam5,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru