The player from Hamburg had won a 10€ cash drop at the casino, but it had not been credited even after two days. We had asked the player to provide more details about the casino's response and to share any evidence such as recorded gameplay or screenshots. The player opted to not share the video evidence and pursued other options to inform the public about the issue. We therefore closed the player's complaint.
Hejgo Casino - Player’s winnings are not credited.
Amount: €10
Hejgo Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
10 months ago
Public
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10 months ago
Translation
Hello, I won a 10€ cash drop at the casino on Gates of Olympus, but after two days, my winnings still have not been credited and the support refuses to help me. I have a video of the 10€ cash drop that is 1 GB in size. I can't send a file this large by email, and the support's response was for me to just cut the video into several clips 🤣🤦🏼♂️ After 30 minutes of support, I gave up. It seems they don't want to give me these 10€... My concern is about the principle and not the 10€.
Kind regards,
Automatic translation:
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10 months ago
Dear FlashFX,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hejgo Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise what was the response from the casino regarding the issue? Is the win recorded in your gaming history?
- If you may, upload the video file to a video-sharing platform of your choice and provide a link so we may review the gameplay.
- You can share the remaining information either here in the form of screenshots, or send the information to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Dear FlashFX,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Translation
Hello, according to Hejgo Casino's technical support, the cash drop was not saved, I have a video of the €10 cash drop, but I don't know the casino where I'm playing, the only thing you can see is the time when the drop was won and my game history in which you can see that at the same time as the cash drop came I played exactly this game with the same stake.
If the casino doesn't want to add 1 and 1 together, then that €10 is definitely lost, there is no clear evidence other than the exact time.
I think we'll leave it like that and say goodbye to the cash drop, I don't think it's worth the effort.
I will write a review about the cash drop system at Hejgo and the fact that it is not saved in the system.
If you think you can achieve something with the information then leave the case open, otherwise it is probably better to close the case, the effort is not worth it.
Automatic translation:
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10 months ago
I understand your sentiment, dom5801,
but if there is no pertinent record of what you are describing, I'm afraid we won't be able to help you. Please understand that we stand no chance of confronting the casino without any supporting evidence.
I wish I could be of more help. I’m sorry we couldn’t help you resolve this case, but please do not hesitate to contact us if you run into issues with any online casino in the future.
I will now reject this complaint. Thank you for your understanding.
Wishing you a joyful, successful, and healthy new year 2024.
