The player from Finland has experienced a technical problem while playing a specific game and completing Free spins. After a closer examination, we ended up rejecting this complaint as unjustified.
Kolikkopelit Casino - Player has experienced a technical glitch while playing.
Amount: €200
Kolikkopelit Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I was playing the Megaways Jack game on the slots and after everything the program kicked me out and I had to log in to the slots again.
I logged in and came back to the same game.
When I logged in and opened the game, it told me to continue from the situation I left, I continued.
Loaded the game in the same place, but did not continue, the situation was on, but gave the option to spin another round.
I contacted the casino and cleared the cache and got stuck with two-step verification. I didn't play for many hours because first I was told that 2F doesn't send messages and they will fix it, then after a few hours I was told that they will remove 2F so I can get in. I kept saying that I have a game in progress and I don't know if it will continue, if I dare to press the continue function.
They asked to send me the lap number, I took a picture of the game history and sent it to them.
Now I keep getting the answer that there has been no profit from the round.
The truth is that I already had more than 200 euros in profit, the situation can be seen from the picture that the chicken pattern and the J pattern become an additional profit, as a result of which it gives one more leaf and goes to the bonus rounds.
Or
1. Picture when the program shut down and I had to log in to the slots again.
2. Picture when I pressed ok, i.e. continue with the situation
3. The picture I took from the latest game round history before I did anything.
So is it the next round from the one that appears in the history of the game round?? I can't know, but you should know about it.
All I know is that there was a good 200 euros in the balance, which was not updated with the win that comes from the combination shown on the board, i.e. the chickens and the letter J, and from their win, it gives one magazine that goes to the free rounds.
So I'm asking you to figure it out, I can't keep writing and playing the same thing for slots.
Automatic translation:
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1 year ago
Dear Sensusan10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history to petronela.k@casino.guru?
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
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1 year ago
Thank you, Sensusan10, for your email and forwarded communication. I understand that your winnings might have been visible to you but please, do you have any screenshots or are they recorded in your game history?
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1 year ago
Translation
Hey !
Both game history and screenshots.
Did you get the email where I sent them to you?
I don't mind putting them here because they are visible to everyone.
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1 year ago
Yes, I received your screenshots. Thank you very much. One last thing, could you please forward your game history too?
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1 year ago
Translation
There is the round ending in 8888, which should have been a win.
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1 year ago
Thank you for the screenshot. However, could you forward your entire game history from that period, please?
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1 year ago
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From what time? As a screenshot, just playing for an hour brings about a hundred pages, and I can't download e.g. 1 day anywhere as a file, I have to browse through everything. Easier to get from slots for sure.
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1 year ago
Have you tried to request your entire game history from the casino directly, please?
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1 year ago
Dear Sensusan10,
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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1 year ago
Translation
I haven't tried to ask.
They state that there was no win from the round and it shows in that screenshot as well.
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1 year ago
I examined everything again and I'm afraid we won't proceed with this case. Based on the forwarded screenshots, your bet was marked as "not winnings".
Please understand that pay-outs are calculated automatically by the system, not manually, by the casino. Therefore, it is much unlikely, that a mistake occurs. Sometimes it's just too difficult to work out for players themselves, how much the correct win should be and that's where misunderstandings happen. All the aspects as denomination and the amount of active line should be considered when working out the amount of the winning.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Dear Sensusan10,
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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1 year ago
Translation
I did reply to that message, but for some reason it didn't appear.
Every player knows that the profit cannot be 0€, just from the combination of the letter J in that picture in 3 rows, two different columns and wild, and chickens in 4 rows which also has the same wild.
And since the leaves on the left edge have risen 7 notches, this winning pattern raises it to 8 leaves, i.e. free spins.
Go to the demo game and take a free spin there and see.
In this case, the player knows that a zero winning result is not possible.
The game is one of my favorite games and I know that the profit should have been several hundred euros even thousands with a €10 bet.
But even if the words "should come" are forgotten, the visible pattern alone will result in a couple of tens and not €0
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1 year ago
Dear Sensusan10,
Please understand that it is very difficult to examine static screenshots and agree with a player that the payout should have been different. As I stated in my previous reply, bets are counted automatically and if there's no record of a technical glitch from the game provider, we really do not stand a chance to pursue those cases.
I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.
