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Good day,

Since November 29th, I've been having a problem with the game Chilli Picante. I was playing free spins with my Eestgutjaben account at 50 cents per spin. However, the free spins aren't starting; the page is stuck at 95%. Support keeps sending me a standard reply saying they'll help, but nothing ever comes of it, not even by email. I've already tried all the suggested solutions: clearing the cache, starting in incognito mode, using a different device—nothing worked.

The game progress is also faulty and keeps jumping from 13:24 to 13:54.

Guten Tag,

seit dem 29.11. habe ich ein Problem mit dem Spiel Chilli Picante. Ich habe dort mit meinem Eestgutjaben auf 50 Cent pro Umdrehung Freispiele gespielt. Diese starten aber nicht die Seite hängt bei 95%. Der Support sendet mir immer eine Standardantwort dass mir geholfen wird es kommt aber nichts auch nichts per Mail. Alle Lösungsvorschläge habe ich schon ausprobiert. Cache gelöscht, im Inkognito Modus gestartet, anderes Gerät benutzt nichts half.

Mauch der Spielverlauf ist fehlerhaft und springt immer von 13.24 Uhr auf 13.54

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Dear Dancingbee91,

Thank you very much for submitting your complaint. I’m sorry to hear about the ongoing issue you’ve been experiencing with the Chilli Picante game.

To better understand the situation and move forward, could you please clarify a few points for us?

• When the free spins get stuck at 95%, do you receive any error message at all, or does the loading screen simply freeze?
• Have you tried opening other games during the same period, and if so, do they function normally?
• Could you also specify what the disputed amount represents? For example, is it the value of the free spins, potential winnings, or another balance that should have been credited?
• If you have any screenshots or communication with support, please share them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello

Regarding point 1, the screen simply freezes. Other games still work perfectly. There's no real amount in dispute yet, since I couldn't play the free spins. I had only set the bet to 50 cents per spin, and then the free spins started.

I had contact with support on several occasions.

Hallo

zu Punkt 1 der Bildschirm friert einfach ein. Andere Spiele funktionieren dennoch einwandfrei. Es gibt noch keinen wirklichen stritten Betrag da ich die Freispiele ja nicht spielen konnte. Ich hatte nur auf 50 Cent pro Umdrehung gestellt und dann kamen die Freispiele.

mit dem Support hatte ich desöfteren Kontakt.

Hi Dancingbee91,

Thank you for the clarification.

• Just to make sure we fully understand the situation, could you please confirm whether you made any real-money deposit in order to activate these free spins, or if the free spins were credited without requiring a deposit?

This will help us determine whether the issue may be related to bonus conditions or purely a technical problem with the game itself.

Thank you in advance for clarifying.

I played with real money and the free spins came during gameplay.

Ich habe mit echtgeld gespielt und die Freispiele kamen beim Spielen.

It's a technical problem.

Es ist ein technisches Problem

Hi Dancingbee91,

Thank you for the clarification.

• Could you please confirm whether you currently have any real-money balance in your account, or if the balance consists only of the unfinished free spins?

Thank you in advance for your reply.

There is currently no real money balance in my account.

Es befindet sich derzeit kein echtgeldguthaben auf meinem Konto

Hi Dancingbee91,

Thank you for your reply.

Apologies if I missed this earlier, but just to confirm once again: did you need to make a real-money deposit specifically in order to activate the free spins, or were the free spins triggered automatically during gameplay without any separate deposit requirement?

Thank you for your patience and for clarifying this point for us.

Hi, you didn't have to make a separate real money deposit. I simply played with my remaining balance and that's how the bonuses were triggered.

Hallo man musste keine echtgeldeinzahlun extra machen. Ich habe mit meinem restguthaben einfach gespielt und dabei wurden die ausgelöst.

Dear Dancingbee91,

Thank you for your clarification.

Based on the information you’ve provided, the free spins were triggered automatically during gameplay and no separate real-money deposit was required to activate them. You also confirmed that there is currently no real-money balance in your account and that no funds were lost or confiscated. From this perspective, the situation appears to be a technical issue with the game, rather than a financial dispute.

As no real money was lost and the casino has already confirmed that the free spins cannot be reinstated, we would kindly suggest discontinuing this complaint at this point.

Please let us know if this is acceptable to you, or if you feel there is any important detail we may have overlooked.

Thank you for your understanding.

So the free spins are just gone, reduced to 50 cents? That's awful... I'm not posting anything; I think this technical problem should have been fixed a long time ago.

Also sind die Freispiele einfach weg auf 50 Cent? Heftig.. Beinbruch Stelle nichts ein finde das das technische Problem lange behoben werden sollte

Dear Dancingbee91,

If the casino had rewarded you with free spins and later claimed that you were not entitled to any winnings from them, that would be a situation where we would clearly intervene on your behalf.

However, that is not what happened in this case.

Based on all the information you provided:

• The casino credited you with free spins,
• No real-money balance was involved,
• No winnings were generated and later withheld or confiscated,
• The free spins became unavailable due to a technical issue, not due to a rule enforcement or unfair restriction.

While we agree that such technical problems are inconvenient and ideally should be resolved faster by the casino, no real funds were lost, and there is unfortunately no concrete financial dispute for us to pursue further.

For this reason, and as there is no recoverable amount involved, we will now close this complaint.

Thank you for your understanding. Should you experience a similar issue in the future that involves real-money losses or withheld winnings, you are of course welcome to contact us again.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino Guru