The player from Germany complains about an uncertain issue. After a closer examination, we ended up rejecting this complaint as unjustified.
Dear Marcel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Additionally, clarify the disputed amount.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Hello I have a full video from the game session
win 26,000 coins
coin value 0.10
Coins 4
Lines 10
Stake 40
2600 euros
can it be so
Could you please advise why your winnings have been cancelled? Or they have never been rewarded in the first place? Thank you.
The profit was 2600 euros
is that the correct profit amount
with a stake of 4 euros?
Could you please advise why your winnings have been cancelled, or they have never been rewarded in the first place?
I was rewarded but the winnings don't seem right to me .....
2600 euros with a stake of 4 euros
Hello Marcel,
Could you please advise if the win was accumulated during Free Spin feature? Have you tried to get some clarification from the casino? If there's any relevant communication, please forward it to petronela.k@casino.guru.
Thank you very much, Marcel, for forwarding the video. I’ve analyzed carefully, and this is what I found (I do apologize for my drawing skills).
Your bet of €4 is displayed in the game as 40 (since you play 4 coins per 10 lines)
If your bet of €4 is shown as 40, you need to subtract zero from every displayed win and that would be your actual profit.
Your winnings were counted correctly.
I hope my explanation is satisfactory. Please let me know if there’s anything else we could help you with. Looking forward to hearing from you.
Well, that doesn't seem correct to me. !
and why is Karamba.com website down. ? and a redirection to https://www.hopa.com/wp-signup.php?new=de.hopa.com active ??????
I will therefore find out more from the MGA.
I have checked the website just now and it's working perfectly.
Could you please advise how you wish to proceed with this case? Thank you.
Dear Marcel,
Could you please advise how much do you believe should have been the correct payout? Thank you very much.
definitely more than 2600 euros ...
Her calculation would also add up to more than 2600 euros
I truly believe that your winnings have been counted correctly. Please let me know if you need any assistance when filing an official complaint with the Licensing Authority. Thank you in advance.
win 26000 coins
coin value 0.10
Coins 4 (Euro)
Lines 10
Stake 40
Please calculation method / ex.
Exactly. You have won 26,000 coins and coin value was €0,10
26,000 x €0,10 = €2,600
But I played with a stake of 4 euros so the bill should look like this
26,000 x € 0.40 = € 10,400
As I mentioned earlier, I truly believe that your winnings have been counted correctly. Please let me know if you need any assistance when filing an official complaint with the Licensing Authority. Thank you in advance.
Dear Marcel,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
I understand. You can do so here:
https://www.mga.org.mt/support/online-gaming-support/
Please let me know if you need any assistance.
Dear Marcel,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
Why do you think so?
"ONLINE GAMING SUPPORT
The below form is the formal channel enabling players to lodge a complaint against MGA-licensed Online Casinos."