The player from Germany has experienced technical problems while playing wagering Free Spins. We rejected the complaint because the player didn't respond to our messages and questions.
One Casino - Player has experienced technical glitches while playing.
Amount: €40
One 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
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
In this game, an error occurred during my real-money free spins (stake 0.40eu) and the game was aborted.
Unfortunately I couldn't get back into the game, I was only shown a text saying I could watch the replay and nothing more.
At this point I already had 64.00eu total winnings and 7 free spins left. It's a bit complex to explain the game rules in text form, but in essence, as long as wins are seen, the entire slot slides down one row and no further free spins are consumed. For a better understanding of my accusation, I created a sketch and a calculation using the Onecasino profit table including profit lines.
The support told me I couldn't foresee the coming rounds, but you can see on my sketch that I don't do exactly that.
I simply shift the slot down 2 times and did not take into account any symbols in my calculation, see? Which could still come, nor that I still slide down even after 2 times, still have 7 free spins 
Automatic translation:
Public
Public
1 year ago
Dear snobile88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?
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.
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.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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