The player from Germany encountered issues accessing the Mega Moolah Absolutely Mad game after experiencing a crash during a jackpot draw on 01/17/25. Despite having contacted customer service, her problem remained unresolved after four weeks, and she was unsure if she had won the jackpot. The Complaints Team reviewed her evidence but found that her winnings were not recorded in her gaming history, leading to the conclusion that they could not assist further. The complaint was subsequently closed due to insufficient evidence to support her claim.
FatPirate Casino - Player's access to game is delayed.
Amount: €5,000
FatPirate Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
FatPirate Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
I don't know how much the profit was.
I played at the casino on 01/17/25. The game is called Mega MOOLAH Absolutly Mad.
It went into the jackpot draw. When I pressed the button on the jackpot wheel, the game crashed. I haven't been able to get in since then. There are 4 possible winnings. From €10 up to 5 million to date. I contacted customer service via live chat. First they said to delete cookies etc. I did that. Tried again, didn't work. Then they said it would take a few days until it was fixed. Unfortunately, it's been 4 weeks already. Nobody has contacted me since, neither by email nor chat. My friend set up an account there especially, and he was able to get into the game normally without any problems. I checked a few days ago. I can't see any games that are connected to Mega Moolah. My friend does 🤣🤣.
I want to know what's going on. Maybe I hit the jackpot??
Automatic translation:
Public
Public
1 month ago
Dear javcikolu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight 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 of unfair losses, 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,
Tomas
Public
Public
1 month ago
Thanks for your reply.
Please understand that in case of loss of funds due to a technical glitch, we need evidence of unfair losses.
Do you have access to your gaming history? Are the most recent game rounds recorded in your bet history? Could you please share a screenshot confirming your win?
Check the gaming history in your player's profile or ask the casino to provide you with a gaming history. You should be able to request your gaming history where the result of all bets are recorded along with the evolution of your balance in time. Request a .csv file from the casino and forward it to me for review.
My email is tomas@casino.guru
Public
Public
1 month ago
Translation
They didn't understand me. How am I supposed to prove that I hit the jackpot? I took screenshots immediately after the crash. I sent them. There is the last bet before I hit the jackpot. And then the next spin came, the stake was debited. Then I hit the jackpot. When I pressed the button on the wheel the game stopped. And I couldn't get back in. I contacted customer service immediately via live chat. First they said I should delete the cookie. I did that. Then I was asked to log in using a different browser. That didn't work either. I tried to log in from my laptop. That didn't work either. I contacted live chat again. There's probably a record of it. In the chat they said they had informed the technical department. It will take a few days. I waited. Then I contacted live chat again. First the lady wrote to me normally. I explained the problem to her. She said she would get in touch. Then I was forwarded to another customer service representative. But no one got in touch. And suddenly the chat was closed 🤣 and no one answered my emails. My friend then opened an account with fatpirate and lo and behold - he was able to go into the game as normal!!! And play!!!
I sent another email asking why he can get in and I can't. And as expected, no answer. Then after a few days, the entire Mega Moolah range disappeared.
Automatic translation:
Public
Public
1 month ago
Translation
I recently made a review on another site. And suddenly I got a message from the casino 🤣 weird, right? I'll send you screenshots
Automatic translation:
Public
Public
3 weeks ago
Thank you for your emails.
I checked the evidence and description of the events.
Unfortunately, as your winnings are not recorded in your gaming history, we regret to inform you that we are unable to assist you further in this matter.
Please understand that we can only contact the casino and request an investigation when the player provides strong evidence to support their claim that they won but the winnings were not credited to their account. In your case, the evidence provided in the form of an error message screenshot is insufficient. Due to this reason, your complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Tomas
Casino.guru
