The player from Japan faced discrepancies in his account balance after playing slot and pachinko machines, where he believed he had experienced a jackpot but his balance had dropped significantly. Upon checking his betting history, he found no record of the slot play, and casino support claimed there was no issue. The issue was resolved with a refund issued to him by the casino. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for further assistance if needed.
K8 Casino - Player seeks refund for missing winnings.
Amount: ¥20,000
K8 Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
Public
Public
4 weeks ago
Translation
I was playing two slot machines (GOD Kaisen 10 slot) and two pachinko machines (Hana no Keiji 1 pachi) at the same time, and even though Hana no Keiji was hitting the jackpot, my remaining balance of 37,000 yen dropped to 12,000 yen.
When I looked at my betting history, nothing was listed except for pachinko and pachislot, and when I contacted support they just said there was nothing wrong.
How can I handle a refund?
thank you.
Automatic translation:
Public
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3 weeks ago
Dear kaiser0122,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you only experienced this once with one specific game?
- Do you happen to have a video recording or screenshots showing this incident?
- Do I understand correctly that this game session has not been recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
3 weeks ago
Dear kaiser0122,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
