NetBet Casino - Player has experienced a technical glitch.

first error the amount was paid after opening a claim

second mistake, do not want to pay

There is no way to attach the complaint emails, it is a lot, you can contact us if it is necessary to send the emails.

The game crashed with these error messages.

I was playing, and the game crashed and presented an error message, the payment of the round in question was not completed, I contacted the Casino, the case was investigated and I was paid the amount won in the round, however when I continue playing no it was possible to restart the game from the round I was in.

Until all right!, I continued to play and again the game showed the same error, only this time the amount won in the round was higher, and it was a phase of the game in which I could increase my winnings, as this phase allowed me free spins , but as the game got stuck and with the error message, I was unable to continue.

I contacted the Casino again, and was told that it would not be possible to complete the payment, as the game provider was unable to find the error.

How can you, if the first and second mistakes were the same.

Now because it is a higher value and that gave me the chance to increase my earnings, they do not want to pay me.

Dear Amanda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication between you and the casino to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Amanda,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have already sent the request, via email

Thank you, Amanda, for forwarding all the relevant communication. I have checked everything carefully. Could you please confirm that I understood correctly, and the investigation of the technical error has been completed already and the forwarded statement from the casino is the final one? 

the investigation of the technical error has already been completed and is the casino's statement sent the last one?

YEA! That was the conclusion reached by the Casino, they said that if I thought it was convenient, I could take the actions that I thought necessary, but that my case was already closed.

Hello Amanda,

We can try to contact the casino and request more information however, if the investigation has been completed, I’m afraid we won’t be able to change the official verdict. I would suggest contacting the Licensing Authority. Please let me know how you’d like to proceed. Looking forward to hearing from you.

Dear Amanda,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.