The player from Germany has experienced a technical glitch while playing Free Spins. Player’s complaint has been resolved successfully.
Drift Casino - Player has experienced a technical glitch.
Amount: €80
Drift Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Get 3 scatters in the game "Gorilla Kingdom". During the free spins with an amount of just under € 80, a PoP Up window "Play break 5 minutes ..." came to the fore from the casino. During this time, the free spins were barely visible in the background. At the last free spin the game will stop with the message "Game no longer available".
After the 5 minute break, I had to restart the Gorilla Kingdom game. It started from scratch on the surface. No more free spin mode to be seen. Even the winnings of almost € 80 that had been made up to that point (and the free spins actually continued to run) was not added to my account balance.
According to the chat staff (I was passed from one to the next until finally the third member of staff felt responsible for it) I was informed that, according to the game level, the game had not yet ended and was therefore not yet finished.
That would happen automatically for the next hour ...
Of course it hasn't happened until now. Was turned away in a friendly manner.
Played there with bonus money. In games where there was hardly any profit distribution, I was able to play longer and longer.
At games where I got smaller big wins several times, I strangely did not get the message "Your sizing limit has been reached" and it was not possible to continue playing.
The most popular games were not playable anyway due to bonus money.
Those currently current games such as "Hells Kitchen", which should be playable despite bonus money, then immediately had the notice when loading: "Technical error ..."
The shop there smells a lot!
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3 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?
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.
Lastly, could you please confirm that this is the correct website https://driftcasino.com/?
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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3 years ago
Hello Stefan,
We have made a request to the provider about your issue. As soon as we hear back from him you will be notified right away. Your issue was not ignored and the information was passed to the Technical department when you have contacted our Support team. I kindly ask you to wait for the information.
Unfortunetely, technical issues could happen and we are always heads up to fix it if it is the case.
Best regards,
Drift Casino
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3 years ago
Translation
Yes, the address of the casino is correct. Of course, I don't have a screenshot or even a video.
When the sign with the 5 minute break was faded in, the game in the background was also only very dark. But the break was probably interrupted by the free spins run. When the break was over, there was another sign, which was not visible before, exactly under this sign, saying GAME NO LONGER AVAILABLE. PLEASE RELOAD THE GAME. After that, everything was set to a new start. And away as profits. I think it's a cheek that you are sent into a forced break in the middle of the free spins. Even if this happens automatically, it cannot be at the expense of the customer. With then telling a bunch of stories that it will be credited by magic at some point is completely dubious. Also that the employees don't seem to care. When you ask, you confirm that the game is not yet completed. Apparently you can't do that from support ??? This is also not about the money in the first place. How many players are robbed of their money in such a way? Money disappears without being able to prove it. That with licensed software monitored by the state ??? Dubious and completely amateur support. It's worse than MC Donalds 😂
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3 years ago
Thank you very much, Drift Casino team, for your reply. We will be waiting for the investigation to be completed and anticipating an update patiently.
Dear Stefan,
I would kindly ask you for patience. Thank you very much in advance.
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3 years ago
Hello Stefan,
We have received an answer from the provider. There was a technical issue with the game. I apologize for the inconvenience that you have faced, your winnings according to the provider were credited to your account.
I also noticed that you have an active bonus, in case you prefer not to complete wagering for it we could cancel it.
Also you mentioned your experience with our Support team. We took a notice of that and we will take actions in order to provide a better service to our players. Thank you for your appeal!
Best regards,
Drift Casino
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3 years ago
Thank you very much, Drift Casino team, for getting back to us with the result of the investigation. Your assistance is very much appreciated.
Dear Stefan,
Could you please confirm that you have received your winnings and advise how you'd wish to proceed with the active bonus? Looking forward to hearing from you.
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3 years ago
Translation
From my experience I strongly advise against playing from there. In the game "Gorilla Kindom" with 25 spins in the free spins with a remaining 9 spins ALL GORILLAS were unlocked. With a profit up to then of approx. 82 €. The last 9 spins would have been all big wins. It is of course clear to me that not every 9 of them have a big win in the spin. But I exclude 9 spins without any profit.
What I was reimbursed was € 77.50. So 5 € less than I already had before the remaining 9 spins .....
What made me very puzzled in advance was the fact that I could be played without problems in all games where there was hardly any profit.
The games where there were several small to medium big wins in the game broke off after about 15-20 minutes with the notice "Session limit reached. The game was stopped" (at least that way. After that you had to restart the game and no winnings whatsoever when spinning more, this was done in a minimum of 5-6 games.
A rogue of the evil of it claims that someone nachhalf .... 😉
It's not about the money in the first place. But such procedures should be examined more closely. Who knows how many have a similar problem there.
And after all, you don't pay in to be active in the chat for hours afterwards and have to fight for your profit, which is then disputed.
ALLL play Good luck. 🙂 But do on the selection of casinos intensive smarter before you deposit. Saves a lot of trouble for both sides! 😉
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3 years ago
Thank you very much, Stefan, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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3 years ago
Translation
Yes, you can close. Thank you for your kind support. At least get something back, if only part of it. Anyway, for me the casino is closed.
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3 years ago
As the problem has been resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Stefan, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
