The player from Austria had mistakenly placed a bet of 20 USD instead of 0.20 cents in the game Buffalo 50 due to confusion with the currency settings. After experiencing a frozen screen, she discovered winnings that were not credited to her account, and she had not received a response from support despite her attempts to resolve the issue. The complaint was resolved after the player confirmed the resolution through the dedicated button, and the Complaints Team marked the case as 'Resolved' in their system.
Wageon Casino - Player's winnings are confiscated.
Resolved
Our verdict
Case closed
Amount: ??
Wageon Casino
Safety Index:HighSafety Index
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8.1
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Case summary
Discussion
Public
Public
1 month ago
Translation
In the game Buffalo 50 I thought I had bet 0.20 cents! Because the information was in USD and the game was set to credit and not currency (I noticed later), it wasn't 0.20 cents but 20 USD. Suddenly everything went black, the screen was completely frozen! Then I opened the game again and a win appeared (see screenshot) but the winnings were not credited to my profile account! The money is gone!!!! I am shocked, I contacted support immediately, but so far no response! I really want to get my winnings paid out and it's not my fault if the site has technical problems or whatever. Please help!
WhatsApp Support: +3****************
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
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Dear sesea,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Wageon Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Do I understand correctly that you have placed only 20 USD bets?
- Do you happen to have a video recording or screenshots showing the incident when the screen went black?
- Is this recorded in your game history? Could you please send it to my email [email protected]?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear sesea,
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,
Katarina
