The player from Germany experienced an unexplained deduction of 15 euros while playing the slot Take 5 RHFP and disputed the casino's claim that he simply lost the money. Despite reaching out to customer support, they dismissed the issue without reviewing game recordings at his request. The Complaints Team extended the response time for the player to provide necessary documentation but ultimately, the complaint was rejected due to the player's lack of response to follow-up inquiries.
GGBet Casino - Player reports a disputed deduction from account.
Amount: €15
GGBet Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Hello everyone,
On November 9, 2024, I played the slot Take 5 RHFP by Gamomat at the casino in the evening. During the game, 15 euros were unexpectedly deducted from my account balance. Naturally, I noticed this after losing with the ladder feature and realizing that 15 euros were missing from my balance. I contacted the chat for assistance, but they dismissed it, suggesting I simply lost the money. However, the game transactions from that day and the recordings from Take 5 RHFP clearly indicate that the casino's claims are false. Although it's just 15 euros, it really bothers me that I am being cheated, especially when it seems to be a problem with the casino's software or something similar. I’m happy to provide evidence and ask for support, as the customer service is truly terrible and did not even review game recordings despite my request.
Automatic translation:
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1 month ago
Hello juergenmustafa1992,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Regards,
Nick
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1 month ago
Translation
Hello, I sent the documents by email, read them and understand how it works, but that's exactly why you expect support to help instead of shirking responsibility. Thank you for your help.
Automatic translation:
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3 weeks ago
Hello juergenmustafa1992,
The screenshots provided are somehow not visible in the e-mail. Can you please resend it again and send the screenshots as attachments instead?
Regards,
Nick
