The player from Finland has experienced a technical problem that caused winnings from Free Spins not being credited properly. We’ve rejected this complaint in our system due to a lack of evidence.
Mozzart Casino - Player has experienced a technical glitch while playing.
Amount: €30
Mozzart Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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1 year ago
Translation
While playing at this casino it sent me 2 popup messages, each about winning 20 free spins. The free spins were found in the above game and I played them, winning a total of approx. €30. However, the winnings were lost somewhere and I could not use them. I contacted customer service, who responded once without doing anything to resolve the issue. I inquired about it again at least 3 times but I didn't get any answer. I would like to have those profits. Can you help in this matter.
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1 year ago
Dear cedron,
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? Please advise the exact time of the incident.
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.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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1 year ago
- In the emails is all the descriptions about the problem. I has sent the mails to you by email-
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1 year ago
Thank you, cedron, for the forwarded communication. Could you please advise if you have saved by any chance any screenshots of the winnings? I understand that you are unable to access or download your game history, but please bear in mind that without any supporting evidence it would be close to impossible to confront the casino. Looking forward to hearing from you.
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1 year ago
Translation
unfortunately, I didn't understand how to take screenshots, I couldn't have assumed that this could happen, the Casino should have my game history, but if it doesn't, I'll have to forget the loss of 30 euros and play in other casinos in the future
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1 year ago
Could you please request your game history from the casino directly? Once you receive it, please forward it to petronela.k@casino.guru. Thank you.
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1 year ago
Translation
I've asked, but I didn't get anything, nor any kind of answer, even though they promised to sort it out within 24 hours
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1 year ago
Dear cedron,
Please understand without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again. I wish I could be of more help. Thank you in advance for your understanding.
