The player from Austria is claiming technical issues related to specific game. We rejected the complaint because it wasn't justified.
Interwetten Casino - Player is experiencing technical difficulties while playing casino games.
Amount: €1,000
Interwetten Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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4 years ago
Translation
It's about that the software is not acting fairly there at the moment - strangely since then corona virus - apparently casino players have to use the casino with betting office to drop a lot of revenue that the players don't bet. There is a problem with almost all software, they hardly pay anything - it takes a long time for free spins, and when you get the free spins, you get screwed again. Best example Wild Swarm !!
I played the beehive at max level about 2 weeks ago. For the first time. And since we haven't released a bee swarm. Normally it is said that around 20-35 bees are needed to trigger a swarm. I have already had about 100 bees - nothing happened. I have probably used 700 euros upwards since reaching the last level - nothing happens. I dare to play the game nimma because it only causes losses. -I have loose in the last week paid about 1000 euros for nothing-just so that you get screwed at the games. It is probably pure coincidence that a lot of people are at home from work and pass the time with casinos - somewhere they know how to make up for the losses in bets
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4 years ago
Dear Patrick,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If you have more information and supporting evidence that would help our case, please forward it to me. My email address is petronela.k@casino.guru. I hope we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
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I wrote to you by email, there is clearly something wrong. Already paid over 1000 euros and the software just fooled me
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4 years ago
Thank you very much Patrick for your quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Patrick,
Could you please forward a video of the game play or a document with the game history so we could analyze it? My email address is: peter.m@casino.guru.
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4 years ago
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How am I supposed to do something like that? I'm not recording it live. The fact is that at Wild Swarm I am at max level for the first time and felt like I collected 100 bees and nothing happened. The casino could possibly show the data they need
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4 years ago
Normally, you should be able to view your gaming history in your account. Anyway, I will contact the casino and we'll see what its standpoint is.
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4 years ago
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I wanted to log in to Wild Swarm to see how much I played there and the game no longer works - there are always communication errors. After complaining about Wild Swarm. A prankster who thinks bad
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4 years ago
We would like to ask the Interwetten Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.
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4 years ago
Hi Patrick,
I tried to reach two different contacts by Skype and sent several emails to the casino, but there was absolutely no response. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. As a last resort you could contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good licence, so they may be helpful. Please let me know if you need help with filling the form. If you're fine, let me know how the MGA replied (peter.m@casino.guru).
Best regards,
Peter
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4 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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4 years ago
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hi Paclmaya, hi casino guru team!
sorry for the late reply and that you had to wait so long. Due to the fact that vacancies in the company were filled, unfortunately there was no communication here. We have now given Casino Guru a general, always valid email, which you can always contact now.
So what I would like to clarify in advance is that of course we didn't cut down any payment opportunities during the corona crisis in order to make a lot of money during this time, rip people off or something else. We would never do that and it is not even really possible for us in this form. Our products meet all licensing requirements of the MGA, where player protection is particularly important.
The mentioned bonus feature at Wild Swarm is unfortunately one in which chance decides whether it will be triggered or not. Here is an extract from the rules: "If the hive reaches the highest level (5) and a bee symbol lands anywhere on the reels, the hive can explode and caused the swarm-mode function".
Of course, I can totally understand your frustration if you are absolutely out of luck here. I'm really sorry for you, I can imagine that this is annoying. Usually, however, when we receive a ticket and politely inform someone about a bad streak that has been going on for a long time, we are happy to credit a small goodwill bonus, provided that deposits have actually been made, nothing has been won and no countless bonuses have already been received.
Regarding the post on April 18. and the error message "communication error", I still remember, was a Saturday on which it began that Relax Gaming or its platform providers such as Push Gaming, Big Time Gaming, etc. got DDoS attacks that paralyzed their system. After reading the mail on my mobile phone here, I sat down on the weekend and put all games from this platform offline. Two or three days later, the problem on the Relax side was resolved, I put the games back live and all outstanding winnings were immediately and automatically credited to the players. Since this problem was not on our side, but on the side of the provider, there were these problems on all casino sites that offer their games.
Paclmaya, I found you with your email in our system and credited a small bonus to your account, which hopefully will help to forget a little the frustration about your situation at Wild Swarm.
If you or someone from the Casino Guru team has any other questions, please just report.
Thank you very much and best regards,
Interwetten casino team
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4 years ago
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So honestly now. Thanks for the 50 euros. But if you yourself admit that there were problems with the provider, then the amount that has been set with the provider should also be returned, i.e. the use per pusher. That she may not be for it, but I have the providers played him their casino and not elsewhere. You can get the money from the provider if it is their fault. But I don't think it's fair to let the customer pay for the provider's mistake. Especially when you consider that I paid over 1000 euros a month, but some providers had a mistake.
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4 years ago
Thank you Interwetten team for the reply. Dear Patrick, as the casino rep mentioned, the Wild Swarm game like many others is a game of chance and if the bonus feature will be triggered or not, is completely based on chance. Secondly, the casino doesn't have influence on the technical problems that occur in the games. The game providers are responsible for running the games. I can't penalize the casino for this, especially when they gave you a bonus as a gesture of goodwill. I wish I could do more to help you, but in this case there is not much that can be done if we want to remain fair to you and to the casino.
