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Hello, on August 28th, I encountered an issue with the Magic Mirror Deluxe II game while I was in the bonus mirror game. I had accumulated 30 spins and had played about 6/8 of them, with a pot of around 500€ already accumulated. The game did something strange and then stopped. When I restarted, it changed to a different game and none of the accumulated winnings were there. Without continuing to play, I switched to another game and waited until the next day to file a complaint.

I have contacted the casino several times and always get the same response - that they are reviewing it and will contact me via email when they have more information.

It's been three weeks now without any resolution.

I have the date, time, game, and the game number when the issue occurred. However, providing this information hasn't advanced the case at all. Every time I contact them, they ask me to explain what happened. It's as if the complaint isn't being recorded.

Hola, el pasado día 28 de agosto tuve un fallo en el juego de Magic mirror Deluxe II mientras estaba en el juego de bonificación de los espejos, con 30 giros acumulados y unos 6/8 jugados y un bote de unos 500€ ya acumulados hizo algo raro y se detuvo, al volver a reiniciar cambio a una partida que no era la que estaba jugando y ningún premio acumulado. Sin seguir jugando Cambié de juego y espere al día siguiente para abrir una queja.

Me he puesto en contacto con el casino varias veces y siempre obtengo la misma respuesta, que lo están revisando y que ya me contactarán por email cuando sepa algo. 

Y así ya tres semanas sin sacar nada en claro.

Tengo el día, hora, juego y el número de partida que dio el fallo. Pero no con esa información avanza nada. Cada vez que contacto me piden que explique el caso. Es como si no quedará reflejada la queja.

Dear ivanmtri,

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 with the exact time of the incident along with any relevant communication to veronika.l@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.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

I will send you more information by email, thank you.

le envío más datos por email , gracias

Thank you for your email. You mentioned that a balance of 415.50€ appeared in your account. Have you inquired with customer support about the origin of this amount?

Yes, that amount was the amount accumulated in the game up to the time of the failure, that according to the casino technicians the game had not yet ended, that it would connect to the game and that the game would continue, which should follow its normal process.

If this is not the case, he should inform you again.

But when I started the game nothing continued. They say they are still investigating the bug...

Si, que ese importe era el acumulado en el juego hasta el momento del fallo, que según los técnicos del casino la partida aún no había finalizado, que conectará al juego y que continuara la partida que debería seguir su proceso normal.

Que en caso de no ser así se lo comunicara de nuevo.

Pero al iniciar el juego no ha continuado nada. Dicen que siguen investigando el fallo...

Thanks for following up with a second email. Have you attempted clearing your cache, cookies, and browser history? Also, have you tried logging into your casino account from a different browser or device to see if you can launch the game?

Yes, from PC and mobile, and deleting cache, data, etc... the game starts normally, what it doesn't do is recover the old save as they indicate should happen.

si, desde pc y movil, y borrando cache, datos, etc... el juego se inicia, de manera normal, lo que no hace es recuperar la antigua partida según indican ellos que debería pasar.

Could you please send me a video showing the bug you are facing? My email address is veronika.l@casino.guru as mentioned before.

Have there been any new developments in the investigation by the casino?

It doesn't show any error, it just doesn't recover the old save.

No muestra ningún error, simplemente no recupera la antigua partida.

Thank you for the clarification. I understand how disappointing this situation must be for you. Unfortunately, we are unable to proceed further with your case. Since the casino has returned your balance to the amount it was before the technical glitch occurred, we consider this an appropriate resolution.

I recognize that you are upset about the remaining bonus spins you had in your game. However, it's important to note that the results of those spins are hypothetical, and there’s no way to determine if they would have resulted in wins or losses.

This 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.