The player from Austria had won a prize, which was supposed to be credited within two hours. Despite waiting, the prize had not been reflected in his account balance. After the player had contacted the casino, he had been informed that there was no indication of his win. The player's gameplay history had been thoroughly reviewed and it was found that he did not have enough symbols to trigger the game's bonus. We, the complaints team, could not assist further as the win had not been recorded by the game provider. The complaint was subsequently rejected.
Party Casino - Player's winnings were not credited.
Amount: ??
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Customer data
First name ERWIN Last name G*** Date of birth 16.09.1967 E-mail e***@hotmail.com Message
Party Casino message Buenas dias, I thought I was lucky for once, the software said you won a drop price? the credit will be credited within 2 hours? lg.hr.g***
Bon jour, thanks for the quick reply, I took the trouble and looked again,
it was in the game Pig Banker after 02.00
Please wait 2 hours for the payout
To date nothing has changed in the account???
lg.erwin g***
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Dear Teppata16,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will definitely need more information. Could you please elaborate? Do I understand correctly that your winnings haven't been credited?
I will be waiting for your reply patiently.
Best regards,
Kristina
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5 months ago
Translation
Hello again, thanks for the quick support, I received the following notification today..
in (Partycasino.com) May 23, 2024, 07:06 GMT+2
Dear Erwin,
Thank you for contacting us.
We would like to inform you that our technicians have now forwarded this. As soon as they have received an answer from the game developer and the matter has been resolved, we will of course contact you.
If you need further assistance, you can contact us at any time.
Best regards,
Jim
Customer Service
Automatic translation:
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5 months ago
Thank you for your reply, Teppata16. So your winnings have not been credited. Is that correct?
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5 months ago
Translation
Good day, ERWIN G***
May 28, 2024, 00:22 GMT+2
This is a follow-up to your previous request #18501630 "Casino Query"
Buenas dias, as far as I remember, the game stopped, a rectangle about 10 cm in size appeared with the note
You were selected by the system, the software said you won a drop price? The credit will be credited within 2 hours?
I'm waiting patiently..
Iva (Partycasino.com)
May 28, 2024, 07:52 GMT+2
Dear Erwin,
Thank you for contacting us.
We would like to inform you that there is no indication that you have won anything, as your gameplay history on Pig Banker was thoroughly reviewed on May 18th. There is one round where you received two Cash Drop symbols, but these are not enough to trigger the game's bonus.
One affront, one casino less...but thanks anyway/Adios
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Alright, it seems you are unwilling to talk to me clearly, but never mind. If the result wasn't recorded by the game provider, we wouldn't be able to help anyway.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
