The player from Germany was placing higher bets thinking he is playing a fun game. However, later he found out, that he lost his whole balance.
Hi guys, I really don't know what to do anymore. On January 4th I played and reached the BigBadWolf slot. The casino implements the 5 second rule everywhere and the maximum bet of 1 EUR.
However, I was able to play higher stakes in this slot. So it was actually clear to me that it was a kind of test slot, or a just for fun game. However, all my money was gone afterwards. The support passed this on. I have been assured ever since that they are working on it. However, I don't hear anything. In addition, my account has been blocked for real money stakes for a week. I can prove everything and now really wonder if I am also the culprit. You can't give me a timeline either, and you put me off every time. I just want my money back and now I think that compensation would be appropriate, I have already left money well in the casino whlgermekt and everything has always worked. But I'm just not getting anywhere here.
Can you help me there?
Dear Sebastian,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Did you activate any bonuses or you played with your real money only? If you redeemed a bonus, please specify which one.
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru. I would like to see if there is any possible explanation from the casino.
Looking forward to hearing from you.
Best regards,
Kristina
Hi, thanks for your support 🙂 So the chat history unfortunately be nothing here. You only assure me that you have given it to the responsible office and that you will contact me. Nothing else. Bonuses were far as I know at the time not active, so pure real money .... attached a screenshot example from this game session 🙂
I'm here only as an example of a course of today. They are very nice. But nothing happens 🙈
I only have a course from today as an example. They are very nice. But nothing happens 🙈
Thank you very much Sebastian for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Hello Sebastian.
It looks like you found a bug in the system. They need to investigate how was it possible and acting based on the investigation. Based on the casino terms, you should inform them immediately after you discover any software bug.
I would like to invite the casino representative into the case.
Please tell us how long will this investigation continue. When will be Sebastian's balance on his account restored?
Hi, 🙂 it may be that the casino is all cooperation withdraws? 😕
Sebastian, If I understand it correctly. When you were able to play with higher stakes, it was in "for fun mode".
So you didn't lose any real money, am I correct? It looks like the casino already explained you everything and also gave you some compensation (free spins). May we close the complaint?
Hi no no, I lost real money. And in between there were 10 free spins here and there. I was told that I was responsible for it myself. So I lost real money and got nothing back. But you could close the complaint. You won't do anything more I think. Thank you anyway