Pause and Play Casino - Pelaaja raportoi väärennetystä pelistä kasinolla.

Today I registered and lost €150.

Even though I am not located in Spain, I was able to play. However, the NetEnt slot game Koi Princess is rigged. There's no music, the reels do not function properly, and it's clear the features are not random.

They are a fraudulent operation.

Hoy me he registrado y he perdido 150€.

Además de no ser resistente en España he podido jugar. No obstante, la slot koï princesse de Nettent está trucada. No tiene música, los rodillos no actúan normalmente, se nota que las funciones no son aleatorias.

Son una estafa encubierta.

Dear Teoutefkfko6, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.f@casino.guru if there is anything else I could do for you regarding your complaint.

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Teoutefkfko6,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.