The player from France reported issues with the NetEnt slot game Koi Princess, claiming it was rigged and had malfunctioning reels, despite being able to play upon registration. They expressed concerns about the casino being a fraudulent operation after losing €150. The complaint could not be investigated further due to the player's lack of response to the Complaints Team's messages, leading to its rejection.
Pause and Play Casino - Player reports a rigged game in casino.
Amount: €150
Pause and Play Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.7
Pause and Play Casino has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Today I registered and lost €150.
Even though I am not located in Spain, I was able to play. However, the NetEnt slot game Koi Princess is rigged. There's no music, the reels do not function properly, and it's clear the features are not random.
They are a fraudulent operation.
Automatic translation:
Public
Public
2 months ago
Dear Teoutefkfko6,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, 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 at veronika.f@casino.guru if there is anything else I could do for you regarding your complaint.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
