The player from Italy experienced some issues with a bet. We rejected the complaint because the player didn't respond to our messages and questions.
LuckyElektra Casino - Player experienced a technical glitch.
Amount: €16,950
LuckyElektra Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
LuckyElektra Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
3 years ago
Translation
Salutations,
I took a spin on the Silverback Gold slot with BET € 500 and the bonus came.
The page has closed. I restarted the game and the bonus combination with bet 500 € reappeared, but once the bonus started the bet went down to € 5.
I won € 169.5, which at bet € 500 should have been € 16950.
As you can see from the attached transactions when I bet € 500 the credit dropped from € 2190.07 to € 1690.07.
The next win (that of the bonus) is € 169.5 and in fact the new credit is € 1859.57. If the BET had been 5 € I would have had 5 € less.
Fortunately when I saw that the bet went down during the bonus I started logging, which proves that the bonus bet was wrong. I attach video.
Casino support keeps saying they see no problem, when luckily the transactions and video prove otherwise.
Automatic translation:
Public
Public
3 years ago
Hello massikk,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
I emailed the transcripts.
I do not know how to do. I was playing bet 5 €, then it started alone a hit at 500 € (which I had not done) and the bonus comes.
You close the page and reopen it, the slot with bet 500 € and the bonus screen restarts.
After that the bet is lowered by itself to € 5 and the free spins begins.
Automatic translation:
Public
Public
3 years ago
Thank you very much for your reply and email, massikk. I tested the game and how the bonus feature works, and I found out that this is just how the game works. You bought the bonus feature for €500 with a bet of €5. I set the testing bonus features as you did and the game behaved exactly the same.
Unfortunately, in this case, there is not much more we could do for you. Do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.
