PlanetSportBet Casino - Player's winnings confiscated due to game error.

Hi,

I joined this casino on 11/11/2023

I deposited total of £1200

I was playing the game, Prospector Wild Golds Digga at £2.25 per spin, I got 5 scatter bonuses and won £700+

I was on my last free spin when a game error appeared. It said to contact customer services or reload. So, I reloaded expecting to start off from where it ended but the bonus disappeared and the funds I won never were credited to my account!!!

Thankfully, I took screenshot

I trier to contact customer support but they have no live facility or telephone number only email

I have sent several emails with no reply at all

I am now really concerned as I was playing this slot for at least an hour and ALL my transaction history has disappeared from the time this has happened but I can see transaction history AFTER this happened

I have been playing slots, gaming casinos for many years and have NEVER seen this happen before, even on smaller casinos, gaming sites

I need someone from this company to tell me what is going on, what has happened and to rectify my winnings ASAP

Dear smcc2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots to petronela.k@casino.guru? 

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 cooperation and understanding.

Best regards,

Petronela

Hi Petronela,

I appreciate your time and help

I have emailed further details and screenshots I have taken

Thanks

Thank you, smcc2023, for your reply and email. Kindly be aware that if the asserted winnings are not documented in your game history and there is no supporting evidence indicating an active balance of £700 or more, we find ourselves in a situation where we lack substantial proof that the winnings were not credited as expected.

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.

Dear smcc2023,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.