King Johnnie Casino - Player has experienced a technical glitch while playing.

This is a bit hard to explain but im hoping with the screen shot and replay you will see what i mean. The screenshot and the replay are different. I was playing a game and accumulated enough cashpots to get an extra $1000 on top of my free spins winnings. I quickly took a screenshot when it only paid me $100 extra. They say it paid correctly. I then managed to find a replay of the game and for some reason the accumilation set up is different up the top ???? Example I got 16 cashpots so in my screenshot i should be paid $1000 etc... but the replay shows u need to get 25 cashpots. I have provided the link below for the replay. Im persuming they have pirated games. Im a member of all there casinos and im pretty lucky. But in all fairness I played the game in the screenshot and clearly it says $1000. So I want them or the provider to compensate

https://awscdn.flatdoggames.com/history/round/index.html?apiUrl=https%3A%2F%2Fuser-game-history.flatdoggames.com&gameCode=superscarabs-micromax&jurisdiction=NOT_APPLICABLE&operatorCode=gml&roundId=KLe4c01d76-1837-442b-ba59-68d9072c1493&token=eyJhbGciOiJIUzUxMiJ9.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.pM3nP75pGsAKkxhl5KDLUN3vkgGiqQdeTCfyLREGCdaBXhUppCQOeD69eRi4GwNA9_-LrxTBQUUSx9j4KBYqHQ&username=685751627609998

Dear denedub,

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 along with any relevant communication to petronela.k@casino.guru? What was the exact time of the incident, please? have you stopped playing right after that?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I stopped playing if u click the link I provided that was the replay of the spins .. I believe also I've provided a screenshot

What was the exact time of the incident, please? 

Round IDKLe4c01d76-1837-442b-ba59-68d9072c1493Session IDd0170a62-5fd7-4114-d40f-0c44345edff1

StartedThursday, January 12, 2023 at 05:15:10 PM GMT+11

EndedThursday, January 12, 2023 at 05:21:36 PM GMT+11

this information is on the link i provided

i have forwarded their less than usefull response

Dear denedub,

Thank you very much for all the forwarded emails. If I understood correctly, you received already report from the game provider, is that right?

Additionally, could you please advise which link is the correct one?

https://www.kingjohnnie.info/

https://www.johnnykash.com/

to be honest i dont believe that reply is from the game provider , its a screenshot that its actually available on the game itself (in sent email) https://www.johnniekashkings.co/

I understand your concern. Was any of the communication between the casino and the game provider forwarded to you, or only the following screenshot was provided?

That is correct. I also forwarded this to my VIP host who will not respond

Sorry for the late reply. We were trying to find more information about the website. Could you please advise if the link you provided is for a VIP room at any other casino?

I haven't found any option to register in this casino, or any terms and conditions available.

Thank you in advance.

yes its VIP , they are related to wolfwinner and jokaroom , didnt even notice you cant sign up

Thank you very much, denedub, for providing all the necessary information. I have switched the complaint to Wolf Winner Casino. We will try to contact them to see if they can assist with this issue.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Hello denedub,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and before I contact the right casino can you please clarify to which casino belongs the VIP room? Is it Wolf Winner Casino or King Johnnie Casino?

Sorry? Im A VIP at all there casinos , im not sure why you are contacting wolf winner as i gave you guys contact for johnniekash

Thank you for the response, denedub.

I have not contacted Wolf Winner Casino yet. As I mentioned previously I asked you to clarify which casino is the most relevant one, because sometimes the casinos have multiple VIP rooms and it can get a bit confusing. Now that you confirmed this I will contact King Johnnie Casino as the johnniekashkings VIP room appears to be theirs.

I will now contact the casino to shed more light on this matter.

We would like to invite King Johnnie Casino to join the conversation.

Dear King Johnnie Casino,

Can you please provide some information regarding the player's game-winning issue? Why were the winnings changed from $1000 to just $100

Hi Michal,

Due to sensitive information, we have replied directly to the Casino Guru complaints queue. Please review and let me know if there is anything further required.

Thanks

Chuck

Thank you for the response Chuck / King Johnnie Casino,

Can you please forward the information directly to my email michal.k@casino.guru as I am the moderator of this complaint?

Dear denedub,

I have discussed your case with Chuck / King Johnnie team and there was indeed a technical glitch/issue in the Super Scarabs game that has incorrectly shown the winnings. The game provider has been made aware of this, and it has been corrected in the meantime. Unfortunately, as no system is 100% perfect, this can, although very rarely, happen.

This is something that neither the casino nor the game provider can really be blamed for, and as such, it can't be considered something unfair toward players. This, of course, is not your fault either, and I understand that this put you unwillingly in the misleading position that you were unjustly denied winnings, but as mentioned above, this was unfortunately a technical glitch.

Luckily, after discussing this case with Chuck, we were able to agree on a compensation offer for you, which was sent to your email. We think this is a fair approach and a sign of goodwill.

I believe this will be acceptable to you, and we can consider your case to be resolved.

Dear denedub,

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.

ive spoken to my technical friends , they say only a pirated game will do that , so in that case theres no point

Dear denedub,

We have received "Super Scarabs Micromax Incident Report" from the game provider where the issue is described and a fix was implemented, so the game itself can't be considered pirated. As I mentioned previously no system is 100% perfect and this can, although very rarely, happen. For situations like these King Johnnie Casino has this stated in their T&Cs:

The offer which you should have received in your email from the casino is a fair approach and a sign of goodwill. It's up to you if you accept it or not, but in this case, I'm afraid there is nothing more that can be done from our side.

ok how is that response from the provider... all communication has come from the direct from the casiuno , im wasting my time.. all casinos have that clause .. close this .. you have wasted my time

Dear denedub,

I understand your frustration, but you need to understand that we are trying to help players by resolving issues between the players and the casinos if possible, and we are offering this service free of charge. Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator.

We can't share any confidential information as per your privacy policy but rest assured that we always try to gather as much information as possible and act according to the available facts.

Most, if not all casinos have a rule like the one I've provided in the screenshot. That is an industry standard. Some casinos wouldn't even bother to provide any detailed explanation. Luckily we were able to at least make a deal about the "compensation offer" with the casino, although they are legally not required to issue anything.

I understand that this might not be the outcome you have expected, but because of the aforementioned reasons, we consider this a fair approach from the casino.

Again, it is up to you if you accept this offer or not, but I'm afraid there is nothing more that can be done.

Please let me know if we can consider your complaint to be resolved.

You do not understand cause it didn't happen to you. Case not resolved but close it cause I'm not wasting my time

Dear denedub,

Due to the aforementioned reasons, this complaint will now be rejected. 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.