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I won free spins and before they started I was kicked out of the game. After restarting the game, the free spins were gone. When it comes to customer support, you just get brushed off. After reporting the issue, I realized that I misnamed the game and wanted to report it. This operator neither listened nor took me seriously.

I already know what will come out of this "evaluation". You're generally just brushed off or taken for a fool.

Strangely enough, the game can no longer be opened after the chat. Neither on the PC nor on the mobile phone. After I got kicked out of the game, it still worked. After the chat no more. I wanted to see my game history and take a screenshot.

The amount in dispute is unknown as I don't know how much I would have won.

Ich habe Freispiele gewonnen und bevor diese gestartet sind, bin ich aus dem Spiel geflogen. Nach Neustart des Spiels waren die Freispiele weg. Beim Kundensupport wird man nur abgewimmelt. Nachdem ich das Problem gemeldet habe, ist mir aufgefallen das ich mich beim Namen des Spiels geirrt habe und wollte dies melden. Dieser Operator hat mir weder zugehört noch ernst genommen.

Ich weiß auch jetzt schon was bei dieser "Auswertung" rauskommt. Man wird generell nur abgewimmelt oder für dumm verkauft.

Komischerweise lässt sich nach dem Chat das Spiel nicht mehr öffnen. Weder am PC noch am Handy. Nachdem ich aus dem Spiel geflogen bin, ging es noch. Nach dem Chat nicht mehr. Ich wollte meinen Spielverlauf einsehen und einen Screenshot machen.

Der Streitwert ist unbekannt, da ich nicht weiß, wie viel ich gewonnen hätte.

Dear unschubladisierbar,

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 along with any relevant communication to petronela.k@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.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

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

Best regards,

Petronela

Dear unschubladisierbar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

1. Chat

2.Chat

2.Chat

Thank you, unschubladisierbar, for all the forwarded screenshots. Do I understand correctly that you have been offered Free Spins for a different game after the incident? Have you accepted those, please?

No, I was not offered any free spins on another game. I had deposited these free spins as a bonus in my account through my deposit.

Nein, ich habe keine Freispiele für ein anderes Spiel angeboten bekommen. Diese Freispiele hatte ich durch meine Einzahlung als Bonus im Konto hinterlegt.

Could you please forward your game history to petronela.k@casino.guru? If it's not available inside your account, please request it from the casino directly. Thank you in advance.

Dear unschubladisierbar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting 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.