The player from Germany experienced a technical issue while playing slots, which caused the winnings weren’t awarded. The issue was successfully resolved as the casino credited the winnings to the player's account manually.
CosmicSlot Casino - Player experienced a technical glitch while playing slots.
Amount: €2,943
CosmicSlot Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I deposited 333 euros at cosmicslot for a 150 percent bonus and received a 150 percent bonus.
with the bonus money i was able to win 2943 euros at coin field (1x2 gaming) which was not credited.
status:misettled see screenshoot
after the error i stopped playing immediately.
I emailed the problem to cosmicslot 4 days ago but they are not responding or replying.
the bonus expires on December 6th, 2022, so it is important to hurry, otherwise the bonus will expire and I will no longer be able to use it
i'm already fully verified and it's not my first withdrawal at cosmicslot
Automatic translation:
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1 year ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please specify the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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1 year ago
Translation
there are no relevant notifications as the casino has not responded to my email.
Unfortunately nothing is displayed in my game history since today.
How should I send you the game history if I can't see anything anymore?
time of incident (bet settled) 26.11.2022 13:04:27 GMT
I have sent you an email with all the relevant evidence
please confirm if you have received the email
on 6.12. If the bonus is running, it is important to hurry, otherwise the bonus will expire
Edited
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1 year ago
Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi fowi30,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite CosmicSlot Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
I would like to point out once again that the bonus will already be available in 4 days on December 6th. expires and if the casino doesn't react I have no chance to implement the bonus in time
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1 year ago
Hello FOWI30 and CasinoGuru team!
Thanks for reaching us out regarding your case.
Our team already knows about it and has sent a request to the game provider. As soon as we get a reply from them our team will let you know about the results in private messages plus to get to know the CasinoGuru team we will respond over this chat.
Please be patient we are doing our best to help you.
Best regards,
CosmicSlot team
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1 year ago
Thank you CosmicSlot Casino team for the information. Please keep us updated.
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1 year ago
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.
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1 year ago
Hello FOWI30 and CasinoGuru team!
We just got an answer from the game provider and here is the result:
"According to the game server logs, user FOWI30 participated in the game Coin Field (1x2), in round ID 200.854054148, 2022-11-26 at 13:03:59 UTC. In this round, he made a bet of 5.00 EUR, it was accepted, but due to temporary problems on the provider's side, the round could not be completed correctly. The provider's team manually completed the round and indicated the winning amount - 2943.70 EUR. We ask you to make a decision on crediting the winnings to the player manually. The bet was made with bonuses."
Due to this answer, you will get your winnings in the shortest period.
Thanks for your patience and understanding!
We are always here to improve your game experience!
Best regards,
CosmicSlot team
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1 year ago
Thank you CosmicSlot Casino team for the update.
Dear fowi30,
Please let me know when you receive your winnings.
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1 year ago
Translation
I currently have no money in my account.
the bonus is on 6.12. expired.
When the game error occurred, I still had 334.50 game credits (bonus money) +2943.70 euros in winnings that had not yet been credited (total 3278.20 euros)
when will i get the money?
how is it going now because the bonus on 6.12. expired?
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1 year ago
Dear FOWI30!
Your money will be credited to your account due today-tomorrow with the lower wager that you had when got an issue with the game provider. Also, you will get the full amount of the bonus (with an expired sum).
Plus to it, we are pleased to offer you a free money bonus as our "Sorry bonus" on your bonus balance with the lowest wager x1.
Please pay attention that the free money bonus can be activated via live chat after wagering an already existing bonus and without any active withdrawal requests.
Thanks for your patience and we wish a lot of luck to you!
Best regards,
CosmicSlot Team
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1 year ago
Translation
I got the profit and bonus back and have already implemented it.
I have now paid out a total of 2500 euros and have already applied for 3x 400 euros to be paid out (more is not possible)
I ask you to close the complaint only when the 2500 euros have been paid in full.
I will then inform you about it.
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1 year ago
Hi all,
Thank you for your replies.
Dear fowi30,
That is good news. I will set the timer to seven days and we'll see if you will get paid by then.
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1 year ago
Dear fowi30,
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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1 year ago
Translation
so far, 1200 euros out of 2500 euros have been paid out.
unfortunately it is not faster because I can only apply for 400 euros.
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1 year ago
Hi, thank you for the update. I will set the timer to 14 days. Hopefully, you will receive your full winnings by then.
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1 year ago
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profit has now been paid out in full.
Thanks to everyone involved.
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1 year ago
Hi fowi30,
Thank you for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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