The player from Spain encounters an issue where a game has not recognized a win and looped, preventing him from proceeding, and this issue remains unresolved. He requests a refund due to this situation.
Platincasino ES - Player's winnings are not acknowledged.
Amount: €200
Platincasino ES
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for player to reply
6d 6h 54m 56s
Case summary
17 hours ago
Public
Public
1 week ago
Translation
During a game I won, it did not show that I had won, and it entered a loop, forcing me to keep playing, and it has not been resolved yet. Due to this fraud, I request a refund.
Automatic translation:
Public
Public
1 week ago
Dear albertorgpi10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-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
Veronika
Public
Public
17 hours ago
Dear albertorgpi10,
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.
albertorgpi10 has 6d 6h 54m 56s to reply
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
