The player from Finland has experienced a technical problem while playing Free Spins. We rejected the complaint because the player didn't respond to our messages and questions.
Pelataan Casino - Player has experienced a technical glitch while playing.
Amount: €19
Pelataan Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
It's true that I've played at that casino before without any problems and my other deposits have worked as they should. Now I got 30 free spins and when I had played them and pressed grab your winnings, which was a little over 19 euros, the page flashed brightly as if it had been updated again and the funds I won did not appear in my account. I thought that if I go to the lobby it will probably show up, but it didn't, so I logged out and back in. It didn't show up even then. I immediately contacted the live chat and explained what happened and they replied that Juu is a known problem and we will solve this as quickly as possible. Well, it took 4 days for me to ask about it and it was still being processed by technical support, then a week had passed, then 2, and then it was already 3 weeks, and every week I asked about it at least 2 times on the live chat side and also by e-mail, but the answer is always the same that it is being processed. Well, next Wednesday it will be one month since what happened. I have tried to ask for a direct email address for technical support and ask if there is even such a department. How can it take almost a month to look at the data of 1 person's game account, what he has spun, when, with what bet, etc. It's a really bad service, I can't recommend it to anyone, and I'm sure that after this mess, I won't make a single deposit on that page. Even if there was an apology bonus. I would understand a maximum of maybe 2 weeks, even that is already too much. I'm saying now this crappy casino to deal with problems.
Automatic translation:
Public
Public
1 year ago
Dear xxraven,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history to petronela.k@casino.guru? Please advise the exact time of the incident.
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.
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.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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1 year ago
Translation
Well, I don't have any amazing evidence, a couple of screen shots from conversations with Casino, but they don't show the date, but then I took a new screenshot, which shows because I took them with my phone. It shows a time interval since I started this conversation
Automatic translation:
Public
Public
1 year ago
I'm sorry, xxraven, but if you do not have any supporting evidence regarding your winnings or if they're not visible on your game history, I'm afraid we won't be able to help you. Please understand that it would be close to impossible to confront the casino.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
