The player from Germany has experienced a technical glitch during the promotional play. Afterwards, the player couldn’t load the game anymore. Even though we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
DrueckGlueck Casino - Player has experienced technical glitch.
Amount: €100
DrueckGlueck 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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
4 years ago
Translation
I can no longer play a game. Was in a bonus round, then the error occurred and I can no longer play the game. Have shadowed times and sent 3 emails. Again and again I am assured that something will be done but nothing happens. And since Monday
Kind regards
Maria
Automatic translation:
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3 years ago
Dear Maria,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but, before we do so, please could you confirm that you haven’t received any response from the casino yet? Could you please advise which game you have been playing when the malfunctioning occurred? If you have any screenshots, please forward them to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Dear Maria,
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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3 years ago
Translation
Hello, I can play Starbust again since the complaint was closed, but I was in a bonus round but Starbust did not start again in the bonus round. The game did not start on the bonus round. But after submitting the complaint, I can play again.
Edited
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3 years ago
Dear Maria,
Thank you very much for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint? Thank you in advance for your reply.
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3 years ago
Translation
Hello, the problem with the game "Starbust" has been solved. I can play the game again.
But the game made a technical mistake during a bonus round. I could not start this bonus round again.
Edited
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3 years ago
Translation
No, I didn't get an answer from the casino !!
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3 years ago
Thank you very much Maria for your quick reply. I will now transfer your complaint to my colleague Peter 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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3 years ago
Hello Maria,
I'm taking over your complaint. I will contact the casino and see what can be done.
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3 years ago
We would like to ask the DrueckGlueck 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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