The player from Germany has noticed that certain winnings from Free Spins haven’t been credited properly.
Craze Play Casino - Player experienced multiple technical glitches.
Amount: €32
Craze Play Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I deposited €20 and only played one game with a stake of 20 cents. TROPICOOL BY ELK.
After about 20 minutes I got the first free spins there and won €15, but noticed that this money was not credited to my account.
I thought that it might be a bit delayed, so I continued playing. When I got the next free spins about 10 minutes later, I won about €7 and the profit was credited to me immediately.
But the other €15 wasn't there yet.
So I went into live chat and complained.
There I was told that they wanted to look at it and then let me know.
I kept playing the same game and about 20 minutes later I had the next free spins and won about €7.
Again it was not credited to my account.
So I immediately informed the live chat that something was wrong.
I got the same answer mn will contact you by mail.
I played a few more minutes and got freespins again and won about €10.
And again the same, the profit from it was not credited to my account.
Back to the live chat and now they told me to please stop playing until they solved the problem.
And I'll be informed by email.
The mail came after a few hours and it said that all my winnings have been paid out, which is complete nonsense.
It's not about a lot of money here, 32€, but if you play and get free spins, but don't get these winnings into your account and also claim that everything is fine then that's a big scam.
During my last free spins I had €11 in my account and won €10.59.
Didn't do a single shoot after that.
My account still shows me €11 credit if the free spins never existed.
I hope you can help me.
Greetings to the Guru tem
Automatic translation:
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2 years ago
Dear Vahataxi,
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 advise 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.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Dear Vahataxi,
None of those three game rounds are displayed on your forwarded game history. Can you access earlier rounds, please?
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2 years ago
Dear Vahataxi,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Here you can clearly see what happened.
After the free spins, my winnings are credited to my account, one spin later it is no longer there in my account.
Like I said, this happened 3 times
Sent the same all to craze play 2 weeks ago.
No Answer
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2 years ago
I'm truly sorry but I can't see the time and dates on the cropped screenshots.
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2 years ago
Translation
I sent you the same screenshots a week ago, only I enlarged them all so you can see what I mean.
And on the old screenshots you can very well see the date and time.
Please take a close look
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2 years ago
Translation
Hello. i deposited at another casino today and got the same error.
The casino was cashimashi.
And the same slot,Tropicool from Elk Studios.
I have 55€ balance, win a good 20€ and my balance shows 75€.
4 spins later my balance shows only €55 again and this win is not taken into account.
I believe that the provider Elk Studios has errors in its software, I can't explain it any other way.
I have stopped playing and am now awaiting my reply from the technical team at Cashimashi Casino.
Please help
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2 years ago
Yes, I have received those screenshots and I understand now. I do apologize it took me a bit longer.
Thank you very much, Vahataxi, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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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2 years ago
Hello Vahataxi,
I am sorry to hear about your problem.
It looks genuinely like a problem on the game provider side.
I would like to invite the casino representative into the case.
Could you please check Vahataxi's game log one more time and explain why his previous winnings disappeared?
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2 years ago
Hello everyone,
Thank you for pointing out this issue. I will speak with the relevant department to check with the game provider since this looks like an issue with the game provider. Our team's feedback pointed your betting history and everything looks fine but this could be just the bet history from our end and not reflecting the response from the provider itself.
However, I also have to express my disappointment for the "scam" feedback of the player after our team was swift enough to check the betting history in a timely manner and to instruct the player to switch to another game just in case there is a fault from the provider.
Will update here as soon as I have more info.
Thank you,
Richard
Player's Account Manager
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2 years ago
Translation
I am very disappointed with the approach of this casino.
It has now been 3 weeks since this problem occurred.
When I wanted to ask live chat for the last time a week ago, I was kicked out of the chat twice, with a waiting time of 30 minutes
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2 years ago
Dear Player,
There is a ticket open with the game provider.
Unfortunately it's not within our control on when and how fast the provider replies to our queries.
I will update this ticket when we have some feedback from the provider.
Thanks,
Richard
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2 years ago
Thank you, Richard, for the fast reply.
We will wait for the message from the provider.
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2 years ago
Dear Player,
We have just received information from game provider that actually 2 winning rounds were indeed missing from being awarded.
For reference, these bets are:
- Round - 2201261829220700000 - 10.59€
- Round - 2201261746250700149 - 7.14€
from the game Tropicool from ELK Studios.
We will be crediting the player the total sum of €17.73 in bonus money since the award was missing during bonus wagering. This will be done as soon as possible!
We apologise on behalf of the provider and for any inconvenience caused for this situation.
Whilst wishing you a great day ahead, I hope to see you soon on CrazePlay!
Regards,
Richard
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2 years ago
Translation
No, there were 3 rounds, the €15.40 are still missing. 
So a total of about €32
Edited
Automatic translation:
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2 years ago
Dear player,
We have now added a further €15.40 to your bonus balance since the provider indeed found another missing round.
After a second check however we did not find any other missing winnings.
Whilst wishing you a great day ahead, I hope to see you soon on CrazePlay!
Regards,
Richard
