Mount Gold Casino - Player’s experiencing technical difficulties.

this casino have a horrible bug it keeps logging you out of the game and they are stubborn and keep telling me it is on my end .i play 11 years online and this never occured in any casino .i tried even all my accounts no problems only here . i installed windows all over again does not help how in heaven they say it is my end.i think they instal malware and harras big players to prevent them winning .i lost because of this bug 1200 euro i had no chance every 2 minutes i got logged out my brouwser freezes and i have to reboot every time .i played over 1 month every session is torture .last session i have screenshots i got 18 x logged out .how this is fair if you cant play why no one took the time to look into it . they comunicate very poor .i want compensation for my deposits and mental torture.

Dear Halil,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do you have any evidence showing the issue with logging out, for example, a video recording? Also, could you please describe in more detail how you lost €1,200 because of this issue?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,thanks for taking effort to handle my complain.

unfortunatly i lost all email and other proof with the casino because i had to reinstall my windows and something went wrong with the back up.and this issue with the casino was the reason to reinstall my windows i thaugt really my computer was causing the issue but it was not the case .after reinstalling the issue was still there.the screenshots are only for the last session i played .counting all times i got logged out over the period they could be more then 150 times .

at this casino you log in by your phone number then you get a code to fill in .

i lost 1200€ over a period of 4 weeks .everyday i made deposit and was thinking that it was fixed but it wasnt.

the casino should be able to provide the emails right?

roulette is a difficult game and you need to be focused all the time but getting logged out every few minutes and logging back again to the game over and over again .sometimes you see your winning numbers came out in the time you was logged out.

all and all i had no play and no fair chance .

i rembember the first session i was logged out and when logging back in i noticed my balance was changing i contacted the chat and told them that there was something weird with my balance they closed my acount for 3 days to investigate but they keep letting me play 4 weeks with this bug .

i was everyday on the chat asking them to look into it .they every day tell me the same that it is my computer .until i was fed up and told them to close the account .

Hello Halil,

Although we really appreciate your effort to report each problem you’ve come across to create a safer space for you and other players, I am afraid that we can't help you with this type of issue. We already explained to you in your previous cases regarding the same issue:

https://casino.guru/no-account-casino-player-lost-money-due-to-a-technical

https://casino.guru/10bet-casino-player-lost-his-winnings-due-to-a-technical

https://casino.guru/no-account-casino-player-has-a-technical-problem-with

https://casino.guru/speedy-casino-player-s-roulette-bets-haven-t-been

https://casino.guru/speedybet-casino-player-s-roulette-bets-haven-t-been

-it is close to impossible to prove that this is the casino’s mistake, and since you’ve submitted so many complaints regarding the same issue, chances are the problem is not with these casinos,

-in case something doesn’t work properly, you should immediately stop playing, let the casino know about the issue, and wait for them to inform you, that the issue was fixed so you can safely continue (trying the next day and depositing more just to find out if it still doesn’t work is not the best approach),

-as long as the casino didn’t deduct those rejected bets from your balance, the casino proceeded correctly, not to mention, each casino protects itself in such situation with the T&Cs:

„11.5. SYSTEMS MALFUNCTION

Where a manifest error, mistake or system failure results in an incorrect Odd or paytable, any applicable bet / bets are void and balance will be returned back to original balance before placing the bet".

-you cannot prove that those bets were really placed and they resulted in a win, as the bet and its result has to be confirmed by the game provider (not estimated by players), and if the game provider didn’t record winnings, unfortunately, there weren’t any.

As in all your other complaints, there is a chance that the problem might be on the side of the game provider, and as we mentioned multiple times, we don’t deal with such issues. We can only recommend you contacting the licensing authority to proceed with further investigation.

After reviewing all the available information we, unfortunately, cannot punish the casino, therefore we decided to reject this complaint. I apologize we couldn’t be more of a help.