The player from Portugal claimed to have won while playing at VinylCasino, as confirmed by an on-screen message, but the amount was never credited to his account. Despite multiple attempts to resolve the issue through customer support, he received contradictory explanations and no updates for over two weeks. He requested Casino Guru's assistance in mediating for the payment of the displayed jackpot amount. The complaint was closed as the winnings were not recorded in the player's gaming history, and there was insufficient evidence to support the claim.
Vinyl Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Insufficient evidence from player
Amount: €9,030
Vinyl Casino
Safety Index 7.7 Above averageCase summary
Discussion
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Public
1 year ago
Dear mariasilvamatos,
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?
- Could you please advise if these bets and their result have been recorded in your game history?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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Public
1 year ago
Thank you for your reply, mariasilvamatos. Unfortunately, as your winnings are not recorded in your gaming history, we regret to inform you that we are unable to assist you further in this matter.
Please understand that we can only contact the casino and request an investigation when the player provides strong evidence to support their claim that they won according to their game history, but the winnings were not credited to their account. In your case, the evidence provided does not meet this threshold.
For this reason, your complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Kristina
Casino.Guru
