The player from Germany is experiencing technical difficulties with a specific game. We rejected the complaint because the problem was in the game, not the casino.
Cosmo Casino - Player's experiencing technical difficulties.
Amount: €1
Cosmo Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I have the following problem, namely I play the game Fly X, it is a game of chance where a doll flies and you press it before it lands again, but lately it has happened too often that it falls at the same moment that you can press it well be coincidental.
But then very often error messages come
like outside of the episode
Error 511
Error message, contact support. Or the best one bets 5 euros then wants to accept somewhere between 3 and 4 then this FlyX falls again at the same moment and an error message appears saying that you do not have enough money in your account to pay the bet. The bet was paid and I wanted to take the prize. It's not always a big amount between 3 to 50 plus but that happens too often.
at support they just tell me they will forward it to me and give me an address where I should send everything and I should look in the course of the game which games it was all about. They also tell me that there was some problem, but that was it.
But you don't hear from them either. I want to get an answer from the casino on how to fix the problem. It can't just be my browser. I play with the casino app.
Would love to keep playing this game but it's not fun like this and always leads to loss. I would be grateful if you would try this game and if this problem is only with me.
The game can be found at Casinorewards (Cosmo Casino / Zodiac Casino etc it says FlyX there)
I'll just send you a few screenshots.
Greetings Wool46i
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1 year ago
Dear Wolle46i,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, games sometimes crash and casinos usually have no influence over game errors that could occur.
Do you experience the same issue with this specific game in various casinos? Is there any other game that doesn't work? Did this situation somehow influence your real money balance?
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
good morning
I play in Casino Zodiac and Cosmo Casino.
Cosmo Casino with the Casino Zodiac app via a browser. And yes, it has influenced my account, but it is logical if you bet 1/2.50/5/or 10 euros. Want to accept the profit. At the same time, an error message appears. The bet and profit are gone, but I can no longer understand what and when everything has been going on for weeks and sometimes it was so annoying that it led to complete loss. I won't see that again, but I would like to continue playing the game without this error. I thank you very much for your effort. wool46i
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1 year ago
Translation
I must have made over 50+ of this screenshot. The last ones are the best I would like to accept and an error message comes up again, but that I don't have enough credit, which was not the case, as you can see on the screenshot.
It's not about the money, it's annoying, but I don't think it's going to be refunded anyway. But I would like to continue playing the game without the error, abdr I would need a solution for that, only they don't notice me at all
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1 year ago
Translation
Good morning
( FlyX roughly like the game Aviatrix )
I played the game again last night and it's still the same problem. The Fly X falls too many times at the same moment. Also, if you press the win before it falls, it will be reported as a loss. I took a few screenshots of it. Bet 5 € assume the factor 1.37 at 6.86 € is also displayed as a payout
The doll falls and it is counted as lost. Can't find anything about it in the game directory either. Only that the bet was counted as lost.
I just don't get any reaction from support, they don't even notice me. And I don't think that's okay.
The error message comes but only if you want to accept.
Greetings Wool46i
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1 year ago
Thank you for your reply, Wolle46i. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected, or the games crash. 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 recorded by the game provider.
Could you please forward me your game history? If there is any relevant communication between you and the casino, please forward it as well. My email address is kristina.s@casino.guru.
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1 year ago
Translation
Good morning, I think this will be a difficult thing because I know exactly when it always happened. It happens so often, every day. I can't stop playing this game either, even though I know it only leads to loss. And the support just keep silent. I don't want any money or anything back, I just want someone to help me to solve the problem. I would like to continue playing this game but without these error messages. It's annoying that the Fly X often falls exactly at the moment when you want to press accept because that really happens too often. But other than that, the game is great for me.
Greetings, Wolle46i
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1 year ago
I apologize, but it seems that the problem lies in the game or the game provider, and not the casino. Unfortunately, this is not something we could help you with as we only mediate complaints from players about issues related to casinos.
At this point, the only thing I can do for you is recommend that you stop playing the game if it always glitches and inform the game provider about the issue.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
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1 year ago
Translation
Hello, that's what I thought. The casino had already taken the game out for 2 days. Guess to check it out.
I just don't think it's okay that the casino didn't even comment on it. In German, I was just stupid. I don't think that's okay. I've been playing in this casino for about 15 years, never had any problems except for this game.
Thank you again for your hard work.
Greetings, Wolle46i
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