The player's experiencing a technical issue with a game while playing with a bonus. The complaint was closed as the player stopped responding.
Pin-Up Casino - The player's experiencing a technical issue with a game.
Amount: 500 R$
Pin-Up Casino
Safety Index:Very highSafety Index
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9.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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2 years ago
Translation
I was playing EXCALIBUR Slot and had already spent a large amount.
EXACTLY WHEN I GOT THE BONUS, problems started.
In the 1st part of the bonus I won and it went on to the 2nd part where a roulette wheel accumulates multipliers......at that time it crashed.
Tried talking to support, they say no problem.
However, I have the video and the print screen BECAUSE MY USER IS STILL STUCK IN THE GAME.
PIN UP SUPPORT ACT IN BAD FAITH, making users give up complaints because they do not evaluate correctly.
I believe that for all the bad faith shown, they should return all the money I spent that night on that game (they just need to see the logs) and they should pay me a bonus round for LUCK to decide.
I have the emails where their support claims that everything is normal....the attached video proves that they are lying.
Automatic translation:
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2 years ago
Hello Dgbranco,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pin-up Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you use only bonus balance to play the game or real balance too? Are you able to play any other games? Since when is the issue ongoing? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi Nick,
1- My email has already been verified, as for the documents for personal verification, I have already sent them.
2 - I only used real money (when I referred to the bonus, it was the "game bonus round", or the "scatter");
3- The game is still stuck with my username.
4 - Other games work (some crash too)
5- Pin Up support takes hours to respond and always responds the same saying that the problem has been solved.
In my opinion they do this because they know that the user has nowhere to complain.
In this world of online casinos.....EVERY USER IS A SUCKER (like I was)
Automatic translation:
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1 year ago
Dear Dgbranco,
Please forward all the evidences/screenshots/conversations with the casino you have regarding this case to nikolas.b@casino.guru
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1 year ago
Dear Dgbranco,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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1 year ago
The complaint was reopened as the player submitted a new complaint with the same issue.
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1 year ago
Hello!
Please clarify after 16.12.2022 (it was on that day that the hung round was completed according to the provider) have you tried to clear the cache in the browser before re-entering the slot you specified?
