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On 24.1.25 the game Poseidon (wowpot) by Magaways was aborted. In the jackpot round at a 10 euro stake the game was aborted, code 211. I contacted the casino immediately. Since then I have been getting the same statements and instructions. I should wait and the relevant department will get in touch. Yesterday I asked in the live chat and was told that I have to reach VIP level 3 for it to be processed at all. Despite making a deposit my level is no longer increasing. I have provided the casino with all the necessary documents and data several times and for a few days now they have not offered this game either, so I cannot even open it for review.

Am 24.1. 25 Spielabbruch bei dem Spiel Poseidon (wowpot) von Magaways. In der Jackpot Runde bei 10 euro Einzatz abgebrochen Code 211. Habe mich sofort an das casino gewendet. Seit dem kommen immer die gleichen Aussagen und Anweisungen. Ich soll warten die zuständige Abteilung meldet sich. Gestern habe ich im live chat nachfragen und da wurde mir gesagt das ich VIP level 3 erreichen muss damit es überhaupt bearbeitet wird. Trotz Einzahlung steigt mein Level dort nicht mehr ich habe dem casino mehrmals alle erforderlichen Dokumente und Daten zur Verfügung gestellt und seit paar Tagen bieten sie dieses Spiel auch nicht mehr an so das ich es nicht mal zur Überprüfung öffen kann

Dear Halle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that without any supporting evidence of unfair losses we can’t confront the casino in a case where you encountered technical glitch.

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.

The result of your bet depends on the result of the game provider's server.

• Could you please share with me your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
• Could you please explain in more detail what depends on you reaching VIP level 3?
• Could you please explain what the disputed amount of €83000 represents in this situation?

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

Best regards,

Tomas

Hello, thank you for the quick reply, I have ruled out all technical problems after following your instructions several times. And you can see from the error code that it is the casino's fault. I am happy to send you all the information now

Hallo danke für die schnelle Antwort also ich habe alle technischen Probleme bei ausgeschlossen nach dem ich mehrmals ihren Anweisungen gefolgt bin. Und mann liest ja aus dem fehlercode heraus das es beim casino liegt. Gerne sende ich jetzt ihnen alle Informationen zu

the game stopped in the jackpot round and I had three purple coins

das speil hatte Abbruch in der Jackpot Runde und ich hatte drei lilane Münzen

Dear Halle,

I went over the communication you provided.

I noticed the casino support refers repeatedly to 'a payout', however, based on your reaction it appears to be some sort of misunderstanding.

Could you please advise if there is any issue regarding a payout of winnings to your bank account at all?

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?

Thanks in advance for your reply.

Feel free to submit the information to my email at tomas@casino.guru

Hello, I had a payout that was processed and paid out after 72 hours. The game was canceled without any problems. It was canceled in the jackpot round where you come out with a win anyway. I had two of almost all colors, then I had the third purple major. At the same time, error message 211 came up, so no win was shown. I contacted the casino immediately and reported the error.

Question: Did you read in the chat history that it was said that I have to reach level 3 for the problem to be addressed?

Hallo also ich hatte eine Auszahlung die auch nach 72h bearbeitet und ausgezahlt wurde. Ohne Probleme dem abgebrochen spiel es ist in der Jackpot Runde wo mann ja sowieso mit gewinn raus geht abgebrochen ich hatte von fasst allen Farben zwei dann habe ich den dritten lila Major im gleichen Augenblick kam Fehlermeldung 211 so das es auch kein Gewinn aufgezeigt wurde. Ich habe mich sofort an das casino gewendet und den Fehler gemeldet

Frage haben Sie im Chat Verlauf gelesen das gesagt wurde ich muss level 3 erreichen damit das Problem erstmal bearbeitet wird?

Here I will also send you the progress

Hier sende ich Ihnen auch den Verlauf

Hello here is a new chat history

Hallo hier ein neuer chat Verlauf

Thanks for your patience.

I am sorry but to pursue a case of winnings that weren't credited in a game, we need supporting evidence. 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.

I went over the correspondence but I couldn't find the level 3 is necessary for the request to be processed. If this is mentioned in any particular communication, please let me know the date and I'll have a look again.

Hello, sorry. But ignore my statements. The game stopped in the jackpot round. In the jackpot round you only come out with a win. This round was interrupted FC 211, which means I can't prove anything except that it was stopped and error code 211 is written in large letters on the screen. I sent you everything. And for the level 3 statement, I also sent you the chat history, which is publicly available here 1/13/24. I will send the casino your requirements again.

Hallo sorry. Aber ignorieren sie meine Aussagen. Das Spiel hat in der Jackpot Runde abgebrochen in der Jackpot Runde geht mann nur mit gewinn raus. Diese runde wurde unterbrochen FC 211 das heißt ich kann nichts nach weisen außer das es abgebrochen wurde und gross im Bild steht fehlercode 211. Ich habe ihnen alles geschickt. Und zu der level 3 Aussage habe ich ihnen den chat Verlauf auch geschickt das ist hier öffentlich einzusehen 13.1.24. Ich werde das casino nochmal ihre Anforderungen schicken

If a game is cancelled (code211), you can't see the credit. And if a game is cancelled without an error message (no internet connection), for example, then it continues exactly where it left off!

Wenn ein Spiel abgebrochen ist code211. Kann mann ja die Gutschrift nicht sehen. Und wenn ein speil ohne Fehlermeldung Abbruch hat (keine Internet Verbindung) z. B. Dann geht es ganu an der Stelle weiter!

I apologize for overlooking the information.

I went over your communication with support Elektra from 07 Feb 2025 you sent me via email, but I believe this is a misunderstanding. The VIP level discussion and the technical glitch discussion are separate matters from my point of view. The department will award you level 3 VIP when you achieve level 3 activity is my conclusion regarding the conversation.

Loyalty rewards and VIP levels are under the authority of the casino and we can't ask the casino to raise your VIP level as we don't intervene in such matters.

Sadly, our criteria for contacting casinos regarding uncredited winnings are such as I described above. If the winnings aren't recorded, we can't compel the casino to credit them to you. The error screenshot and your description of events are not enough for us to intervene. If you believe you won, contact the game provider directly and ask them to investigate the game round. Requesting detailed records from the casino as I described earlier might prove useful in that situation.

Due to lack of evidence, 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 issues with any online casino in the future.