Casino Gran Madrid Online - general discussion (page 2)

I have the game history, and in one of the games the time is 3 minutes (because of the 40 free rounds), while in all the others, the game time doesn't exceed 1 minute. But they haven't even given me the option to review it. They tell me to send the ID, which I have to have just like they do, but when I send them the code, they say that's not the ID but the play locator, and no other numerical information appears in the history.

On the other hand, I find it very strange that the complaints they receive in the form of a "ticket," which have always appeared (and I have the old ones), are not being processed in this case...

I'm sorry it turned out this way. I see that unless you have any evidence or something we can work with, it's probably not possible to help.

However, I am surprised that you cannot see your game ID and the casino is asking you for it. 

I would just say that if you ever feel that something is wrong at any casino, be sure to record it, take screenshots, videos, anything? 

Look, the same thing just happened to me at Codere and I took a screenshot

There has to be a reason for it, and I don't think it's just happening to me.

All the best

And the game doesn't even appear in Codere's history, or maybe I just can't find it.

This way you can't prove anything, don't you think?

In such cases, I would also focus on whether the money was normally withdrawn from your gaming account. Sometimes a game may have a technical problem, but if it is not evaluated in any way, you should not be charged for it. 

However, if you are charged and round is evaluated as no result and the casino does not resolve the issue, I believe we would deal with it if you had evidence. 

In the case of Codere, this morning the lost prize had not yet been deposited, something that didn't happen at Casino Gran Madrid. That's why I say that prize that's stuck in "limbo" has to turn up somewhere.

At Codere it was €30 but at Casino Gran Madrid it was €630

If it happens as I described and the round is incorrect and you get this message, you will not get your money back and the casino will not resolve the issue, so be sure to file a complaint.

Of course, you will need to have evidence. 

The problem is that, according to them, these numbers that appear in my history aren't game IDs but round IDs, and I don't see anything strange about that, except that some last very little time, and the one I think it is, which lasts 3 minutes, isn't accepted as valid by the locator, but as you can see, there's no other number that differentiates the games.

They said they've passed the case on to the supplier. Do you think I can ask for an internal incident number (separate from my ticket) or something to guarantee they're actually looking into it with the supplier? I think the longer I wait, the harder it will be.

On the other hand, the other day they asked me to delete my cookies and browsing data, saying that maybe that way I'd be eligible for the prize. Is this normal?

You can try asking, but whether the casino will provide it is questionable. If they are really dealing with the provider, then I would wait for a while and definitely try to find out the result. They should tell you how it turned out. 

As for deleting cookies and the like, always take screenshots before you do anything so that you have proof of how it was before, including what the casino writes to you. That would be best. And then you can try to do it.

They've already fixed it for me. Thank you so much for everything!

I just checked, they've already fixed it for me too. Thank you so much for everything!

Oh nice.

What did they tell you? 🙂

How you resolved that?