The player from United Kingdom has experienced a technical glitch while playing slots. We rejected the complaint because the player didn't respond to our messages and questions.
I had the feature on More Gold Diggin, which I won $121.90. When the feature finished it said network error and did not add the winnings to my balance. I reported it to Grand Casino who said it will be sorted very shortly. I reported it Thursday and I am still awaiting a response. The customer service is shocking and never give you any definitive answers.
Dear Stewart,
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, to petronela.k@casino.guru and advise if this were an isolated case or it has happened in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Dear Stewart,
Thank you very much for your quick reply via email. I fully understand how frustrating it must be for you, but please allow me to set the timer for 14 days and give some time to casino and the game provider to investigate. If there’s no development by then, we will intervene. Please understand, we are left with no other option now. Thank you very much for your understanding and patience.