The player from Germany has experienced technical problem while playing specific slot machine.
Platincasino - Player has experienced a technical glitch while playing.
Amount: €5,000
Platincasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
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3 years ago
Translation
The day before yesterday I had played in the platinum casino.
Played the game "Santas Big Bash Megaways" (3:37 pm)
I bought the free spins for € 50 + 5%.
Then I got the jackpot in the free spins 17x multiplier and a good symbol (max .: payout x25000) and then the game kept crashing.
I was shown the 5000 euros but when I logged in again it crashed after a few laps.
When you log in for the fourth time, the free spins and the winnings were gone.
No delayed posting of my winnings.
I turned to support and they just put me off the day before yesterday and yesterday.
That this is checked.
I shouldn't worry, nothing is lost.
So I assumed that I would get my 5k credited in a few days when this is checked, but unfortunately that was not the case: allegedly there was a system error ...
And got this as an answer:
Lisa (Platincasino)
11/25/2021, 3:42 pm CET
Thank you for your patience.
After a successful check by our responsible department, we would like to inform you that the game provider has closed your open game round. We have lost profits on your player account
credited.
6619741565 11/24/2021 3:33:40 - 11/25/2021 12:59:25 Santa's Big Bash Megaways Bet € 50.00 Tax 2.65 € Win € 212.44
Thank you for your cooperation and we hope you continue to enjoy our platform.
If you have any further questions, feel free to contact us by email or chat.
Kind regards
...
I even have a screenshot of my win
I am now really at a loss and also disappointed with Platincasino, because I had only had good experiences so far.
Now I have the problem that I thought I had the 5k save and had now invested more in various casinos than I actually did.
I really need the money ...
Maybe someone can. Help, the screenshot is attached.
Automatic translation:
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3 years ago
Dear Denis,
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 along with any relevant communication to petronela.k@casino.guru? I haven't received anything when the complaint was submitted.
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.
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.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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3 years ago
Translation
I've sent you the screenshot.
Many thanks for your help.
Edited
Automatic translation:
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3 years ago
Thank you very much, Denis, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Denis.
The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server.
If two different results exist, the correct one is the one on the casino server.
In the case that round is not finished or crashed - all bets are void.
I am afraid that there is no way how you can get the winnings.
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3 years ago
Hello Denis.
In the reply from the casino, they mentioned that your round was open.
The game round ended on the provider side correctly, but the result was never transferred to the casino.
Number 8 from the picture was not realized, and because of that, your game locally ended with a random (in your case, very fortunate result)
However, the game provider result was different. When you contacted the casino, they checked the outcome of the game round and closed the game round and gave you the winning of € 212.44. That was the result on the game provider server.
Unfortunatelly there is nothing we can do in this situation.
The results from the game provider are always the correct ones.
