The player from Germany experienced issues with the casino not crediting winnings on several occasions. The Complaints Team attempted to gather more information and extended the response time for the player, but due to a lack of communication from the player, the complaint was closed for the time being. The player had the option to reopen the complaint in the future if they chose to resume contact.
Total Casino - Player has a technical issue with games.
Closed
Our verdict
Player stopped responding
Amount: 5,000 zł
Total Casino
Safety Index:HighCase summary
Discussion
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Public
3 months ago
Hello,
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?
- Do you happen to have a video recording or screenshots showing this incident?
- Has this bet and its result been recorded in your game history?
- Share evidence of winnings that weren't credited to you as screenshots here, or submit the information to my email at [email protected]
Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Dear Blazej,
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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3 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,
Tomas
Casino.Guru
