The player from Germany reports being kicked out of the Cygnus game multiple times while playing at high stakes, impacting his potential winnings. He requests a refund of €450 due to these disruptions during gameplay.
GrandWin Casino - Player requests refund due to gameplay issues.
Amount: €450
GrandWin Casino
Safety Index:Below averageSafety Index
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6.0
GrandWin Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
Public
Public
4 weeks ago
Translation
Hello,
Last night I played Cygnus the whole time. In the middle of the game while the stones were falling down I was kicked out of the game several times. A replay was not always available. For me that means I might have won something. This problem only occurred most of the time with high stakes 4-6-10€
If I deposit money, I want to be able to play without any problems. But since there were problems, I would like to get the €450 from yesterday refunded.
Automatic translation:
Public
Public
4 weeks ago
Dear Synaro,
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, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after 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.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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3 weeks ago
Dear Synaro,
Thank you for your reply. Unfortunately, without supporting information, it’s impossible for us to investigate the matter or request a refund from the casino. I suggest trying to reach out to the casino directly with a detailed explanation of the problem you experienced, as they might be able to help you further. However, we are unable to assist you in this case.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Veronika
