Madame Chance Casino - Pelaajan valitus teknisestä häiriöstä.

I played a game called BIRDS. I wagered a high bet of €125. The spin triggered 8 free spins which went on to trigger another 15 free spins. As the winnings were appearing in winning amount box I noticed my wallet was not increasing. At end of round my winnings were €3900 and the loading big win came up but money never went into my wallet. I complained on chat facility. The said they would get Technical Dept to take a look. Had an email same night to say that I had not won any money and sent me a random screen shot. Gutted. Beware of this site

Dear Ellen,

Thank you for submitting your complaint. I’m very sorry to hear about your bad experience. Something like this can happen when you have weaker internet connection. Do you have any evidence showing this problem, for example a video recording or a screenshot of the win?

Additionally, if there is any relevant communication between you and the casino forward it together with your game history and the screen shot from the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Ellen,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.