The player from Germany has been dissatisfied with the casino’s RTP (Return to Player) and software performing as he experienced multiple technical glitches while playing. In the end, the player closed his account. We rejected this complaint as per the player’s explicit request. It seems as both sides found a satisfactory compromise.
One Casino - Player complains that he didn’t win anything.
Amount: €7,590
One Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Other
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I had an account with One Casino and closed due to what happened: my recession on Trustpilot on the matter and the response from One Casino below.
How do you see the matter.
Rating on One Casino
Updated 25 minutes ago
7500 euros away software problems
7500 euros lost, software problems Qickspin
I paid € 7500 within three days and on April 15 (5000, -) and on April 17. (2500.-) lost.
I almost only played Quickspin games. Stakes between € 3 and € 6 per spin.
It was incredibly long idle runs of several thousand euros in the games with no usable profit. The Quickspin games did not work in the meantime with the indication of internet problems and I should restart the game. I never have internet problems in other casinos. Strangely enough, despite the internet problems, all other games such as Thunderkick worked
My support request was answered succinctly with I should clear my cache. I am familiar with computers and have tried three different devices. My internet line is always stable and there are no problems anywhere.
I canceled my account so much money in 15 years of casino activities I have never lost anywhere within such a short time.
If I had run a camera I would go to the lawyer. Hands off!
If someone asks himself the question why there are so many positive reviews.
The answer to the question is simple for every payout, the casino sends a link asking for a rating
to give up on Trustpilot. Of course, everyone gives the casino 5 stars.
They should rather send links if the winning phase has passed shortly after registration and you have lost then there is no link with the request to submit a rating.
A negative rating is only possible if you have won in the past and did not use the rating link sent to Trustpilot and how I saved it.
Reply to Feedback One Casino
Dear Sirs and Madames,
Thank you for your feedback, which I take note of but feel is inadequate.
As you already wrote, 7500 € is apparently not a small amount even for you as a casino (!).
For me as a private person, the loss is very painful and your testimony Problems with the game provider are not consolation to me and partly a debt admission on your part.
When playing a game in your house, I rely on smoothly functioning processes and a game takes note of it when I permanently reload and restart it and the RTP is significantly influenced by it.
Since I know from various forums how relevant topics are dealt with in other casinos, I cannot give you a good report.
Ultimately, I am the fool and you as the casino and the game provider Quickspin are the laughing third parties.
Like many letters here the money is gladly taken as long as everything runs smoothly. A partial reimbursement would have looked good on you and would certainly have had a positive impact on one or the other reader of the reviews.
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One Casino response
2 hours ago
Thank you for your honest opinion, we are always grateful for critical voices, because this is the only way we can improve.
We are very sorry that you too were affected by the interruptions in the games, this was not due to your own internet connection, but was caused by the game provider.
We apologize for the inconvenience these interruptions caused you.
Important for you to know: whenever a game is interrupted, it will continue at the exact same point where it stopped after being remedied, otherwise you will of course get your bet back!
There is no question that it seriously disturbs the joy of playing.
Due to the very high deposits you have given within a very short time, we are glad that you have decided to close your account, as these amounts go far beyond what we consider responsible gaming.
Our games are fun and relaxing and of course you are happy about great prizes, which are not always guaranteed.
It is very important to us to keep pointing out to our customers that you should only play with the means that you may also be willing to lose without getting into financial difficulties.
We wish you all the best for the future and thank you again for your rating, which helps other customers to decide in favor of our site.
Automatic translation:
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4 years ago
Dear Bernd,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Since you have closed your account permanently, there is not much we can do for you. Any possible investigation or reimbursement wouldn’t be possible.
Nevertheless, even if you haven’t closed your account, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela,
Thanks for the answer.
It's not just about money, it's about the audacity of the casino in the Trustpilot statement. Errors with the software provider admit and what to play within the financial possibilities of writing. Including the withdrawals canceled in parallel, stakes between 3 and 6 euros went from 12,000 to 13,000 euros within hours. I had empty phases of almost 6000 euros and the numerous game interruptions, which according to the casino's admission to Quickspin.
If there is no response to my letter to the casino here, the regulatory authorities of the EU as well as the gambling authority of the FRG will send a letter to draw attention to the complaints. I have the financial resources, the necessary time and the appropriate contacts.
Greetings BS
In addition, I play many casinos and I closed my account at One Casino because the chat told me about internet problems but not permanently because of money or gambling addiction, which would mean I can open my account again at any time. I don't want it, and certainly not the casino.
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4 years ago
Translation
Hello Petronela,
You can delete my complaint
7500, - € lost software problems Quickspin
Mail the management and you will be helped and that where the world is getting worse. I was even invited for a cup of coffee when I was in Malta.
I wrote the following thank you mail to the management and adjusted the rating to Trustpilot:
Dear Sirs and Madames,
Thank you very much for the nice feedback and the suggested friendly solution which I am happy to accept.
When the situation of the world regarding COVID-19 has calmed down and travel is possible again, I will be happy to come back to your offer to visit your premises and chat over a cup of coffee and introduce myself personally. I'm looking forward to the creative minds behind ONE Casino.
Especially in these difficult times for the whole world people are asked who move away from the usual way.
Until then, stay healthy and continue to have good sales!
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4 years ago
Dear Bernd,
Thank you very much for your update. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help and wish you best of luck.
We’ve rejected this complaint as per the player’s explicit request. It seems as both sides found a satisfactory compromise.
