The player from Germany encountered an error while playing 'Seven Books Unlimited' in Platinum Casino, causing her to lose both her winnings from a free spin and the 10 additional free spins she had won. Despite contact with the casino and validation of the won money, the issue of the missing free spins remains unresolved. Since the winnings were credited back to the player's gaming account, we rejected the complaint.
Platincasino - Player lost winnings and free spins due to game error.
Amount: ??
Platincasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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9 months ago
Translation
When playing "unlimited 7" in platinum casino, the game gave an error. I won the second free spins round while playing free spins. The symbols were 7 and a bar. They were pretty challenging symbols. The game gave an error message and I had to turn it off and on again. When I turned it back on, the money I won in the first spin and the 10 free spins I won in the second spin were gone. I contacted Platin Casino, it was analyzed for two days and they told me that it was done a 3 way verification, the game was locked out normally and there was no money and no free spins. I was stunned. While my friend and I enjoyed the symbols that came at the start of the game, I was told there weren't any. I kept emailing and the money I won in the free spins was accepted but nothing was done due to the missing free spins (7 and cash). It is very suspicious that when I win two such symbols and have 10 spins and the free spins disappear, the platinum casino gives an error message. Maybe I would have won really good money and somehow it was prevented. The result: 8500 euros lost and 1500 euros won in 2 years :) Money and free spins gone.
Game name: Seven Books unlimited
Date: 06/28/2023
Time: Approximately 16:07-16:11
Automatic translation:
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9 months ago
Dear ozlem,
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
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9 months ago
Dear ozlem,
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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9 months ago
Translation
Dear Veronica,
(I already wrote you email on 17.06, copied and pasted)
When the error appeared, I immediately checked the gameplay, but the money and free spins that had disappeared in the gameplay were not visible. So I got in touch with the casino right away and the person I spoke to in the chat said that such issues have been happening with this provider lately and that the error would be fixed. However, the support team refused. I can't present it as evidence because it all happened so suddenly. I played other days to find the same error and it happened again but I didn't finish the game because I didn't get any free spins because I had my main money and the money I won in free spins and the second round was gone. As proof, I can only say that after my insistence, 33 euros of missing money were credited to my account. Since I didn't tell you the amount of money won and gone on the free spins, I assume that you were able to see the money in the missing round in the system. Since the missing money was paid in, they recognized my claims. Another 10 free spins (7 and bar) had disappeared and I couldn't use them. I have no proof other than the missing funds deposited into my gaming account. I can only send you a video showing the bug in the game. I can no longer enter Platincasino because I blocked it.
Ps. Could you please check the 2nd email I sent on 07/16.
Best regards
Ulkey
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9 months ago
Do I understand correctly that after the technical glitches in the game, your funds were returned to your gaming account?
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9 months ago
Translation
Hello, First of all, my application was denied on the grounds that there is no problem in the game, that 3 subject verification has been done and there is no such problem. After I insisted, the money I won in free spins 33 euros was credited to my player account. This means that they actually saw, recognized and accepted my prize in the system after the technical problem. But the lost 10 or more Free Spins (Bar and 7) were not refunded. Free Spins just disappeared.
Automatic translation:
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9 months ago
I understand your perspective, but it's important to note that each casino has its own unique bonus policy and reward system. Free spins are essentially a gift from the casino, and it's up to the casino to determine if you qualify for them and what rules apply. Moreover, since you have no evidence of free spins missing, I'm afraid we can not assist you with the issue.
Regarding the winnings of €33, since the casino credited the money into your gaming account, they fulfilled their obligation.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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