HomeComplaintsNational Casino - Player's funds have been deducted due to a re-correction.

National Casino - Player's funds have been deducted due to a re-correction.

Amount: $85,000 CLP

National Casino
Safety Index:Above average
Submitted: 23 May 2024 | Case closed : 09 Jul 2024
Case closed Our verdict

Other

REJECTED

Case summary

4 months ago

A player from Chile disputed a re-correction that the casino made to his account, deducting 85000 CLP, and attributed it to the technical problem with the game provider. The player has reached out multiple times, only to get the same response.

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6 months ago
Translation

A few days ago, the casino performed a re-correction on my account, deducting around 85000 CLP. When I noticed this, I made a consultation, and the support team told me that due to technical problems with the game provider, they performed the aforementioned action. This struck me as odd since I played various games from different providers (not just one) during that day. Personally, I believe that the casino is fraudulent as it's very difficult to gain profits and when a profit is made that isn't of a very high value, like in this case, these issues occur. I've contacted the team several times and they've always responded with the same excuse of technical problems with the game provider. I won't be playing at this casino anymore and I hope that other players, seeing my complaint, will exercise caution when playing at this casino.

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6 months ago

Hello fakosanastasios2,

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 in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

 

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5 months ago

Dear alonsofrancisco,

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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5 months ago
Translation

Dear: Last week I sent information to your email, the casino responded to me several times that there was a technical problem with the games and that is why they took away the winnings I obtained. In the end I gave up on the casino's technical support and will no longer use the platform. Greetings

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5 months ago

Dear alonsofrancisco,

Can you please advise which game did you play? Is it possible to forward the betting history from the date of the issue?

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5 months ago

Dear alonsofrancisco,

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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5 months ago
Translation

Dear: I have forwarded the email.

Regarding the games, shipping list

Cleopatra Gems - Mascot

Bingo Soccer - Belatra

Gatesd of Olympus 1000 - Pragmatic Play

Bonus Deuces Wild - Platipus

88 Bingo 88 - Belatra

Just a Bingo - Belatra


Kind regards

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5 months ago

Hello alonsofrancisco,

Did the casino specify which exact provider had this issue? Was it only on 20.5. that the issue occurred?

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5 months ago
Translation

The casino did not specify the exact provider.

Greetings

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5 months ago
Translation

Yes, it was only the 20.5 that was the problem, I had no problems before.

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5 months ago

Hello alonsofrancisco,

As it would be great to see an official statement from the game provider to verify the casino's claim as it was really a provider issue, the casino is not responsible for the balance correction. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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5 months ago

Hello alonsofrancisco,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite National Casino to join the conversation.


Dear National Casino,

Could you please furnish us with more information regarding the technical problems with the game provider, as well as the reason behind the confiscation of the player's winnings?

If the information can't be shared publicly, please forward it to me including supporting evidence at michal.k@casino.guru

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4 months ago

Hello, we apologize for the inconvenience caused. The provider reported technical problems with their system, which caused some users to be credited with incorrect winnings, including this case. These situations were not related to fraud but were caused by problems with the provider's system. We promptly corrected the accrual errors and recognized them as technical defects. Please contact our support team for further information or assistance. Thank you for your understanding and patience.


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4 months ago

Dear alonsofrancisco,

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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4 months ago
Translation

Dear: You can close the complaint, I am not interested in continuing to dwell on this matter. Greetings

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4 months ago

Dear alonsofrancisco,

I understand your lack of interest in spending any of your time and energy on this complaint.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

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