Universal Slots Casino - Pelaajan voittoja kiistetään.

Hi, the issue is that, as you can see in the screenshot, I actually won €20 in this week's race, but they're claiming otherwise and have credited me with 24 free spins instead. I'm not accepting this because, as another screenshot shows, above each list it says which race it is (current race or last race), and under the "last race" heading it says I won €20 because I finished in 18th place. I've also contacted them, and they maintain that this isn't the case. That's the end of it. I'm sorry for the confusion in the screenshots, but I just wanted to send a small excerpt so you can see that they apparently don't know their own site at all.

Hallo es geht darum dass ich wie in den Screenshot zu sehen eigentlich 20 € in dem Woche rennen gewonnen aber die behaupten es wäre nicht so und habe mir stattdessen 24 Freispiele gutgeschrieben ich nehme das aber nicht so hin denn wieder einen Screenshot zu sehen steht über jeder Liste welches Rennen ist also aktuelles Rennen oder letztes Rennen und unter dem Schriftzug letztes Rennen steht dass ich 20 € gewonnen habe weil ich auf Platz 18 belege habe auch mit ihm geschrieben und sie sind der Meinung das wäre nicht so und basta für das Durcheinander bei dem Screenshots aber wollte einfach nur einen kleinen Ausschnitt schicken damit ihr wisst dass die ihre seite anscheint überhaupt nicht kennen

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Dear Littlemanson,

Thank you for taking the time to submit your complaint. I sincerely apologize for the difficulties you have experienced regarding your winnings.

In order to better understand the situation and facilitate an effective resolution, I would greatly appreciate it if you could provide us with the following details:

• Could you please confirm the date and time of the race in question?
• Are there any additional screenshots available that could support your claim?
• Have you received any other responses or evidence from the casino related to your complaint?

I hope we can assist you in resolving this issue promptly.

Thank you in advance for your cooperation.

Best regards,

Petra

Here are a few more, and I have more if needed, so the race... It ran last week from Monday at midnight until Sunday at 11:59 PM.

Hir sind noch ein paar und ich habe noch mehr falls nötig also das renne. War letzte Woche von montag 00.00 Uhr bis Sonntag 23.59 Uhr ging das rennen

Thank you for your reply and for providing the previous details, Littlemanson.

Could you provide above metioned documentation/any additional communication? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I replied by email

Habe geantwortet per Mail

Dear Littlemanson,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello there,

Thank you Littlemanson for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Universal Slots Casino for their help in resolving this complaint. We would like to know what the issue is with the player's winnings and what we can do to help resolve this problem.

Thank you!

Okay, thank you so much!

Oki Lieben Dank

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Okay, thanks first of all. Well, in the end that didn't help at all.

Oki danke erst Mal naja also hat das nix gebracht am Ende

I have tried to contact Universal Slots Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter