The player from Germany played at Playboom Casino and experienced a technical glitch where his winnings weren't credited to his casino balance. After gathering more information, we were forced thňo reject the complaint as unjustified.
Play Boom Casino - Player experiences a technical glitch.
Amount: €48
Play Boom Casino
Safety Index:LowSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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10 months ago
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Ladies and Gentlemen
I played the Extra Win X game at Playboom Casino on 6/3/2023 and after the free spins my winnings were not added to my balance. That happened exactly twice. So I'm missing a total of 48 euros. I have to say that on this day all games from the manufacturer Swintt went crazy and winnings were always added to the balance with a very long delay. Until in the Extra Win X game, as already described, the winnings were no longer added.
Unfortunately, I only have screenshots from the second time because I was surprised when I made the first mistake. So I wanted to document it. In my game history in my profile, these rounds are also listed with 0 euros. This cant be true. I've been waiting for a response for almost 3 weeks now and I'm just being put off. I was even kicked out of the live chat and couldn't use the chat anymore.
I ask you to find a solution with me. I want my 48 euros back, which I am entitled to. Here are the screenshots. In the top right of the picture you can see the date and time during the round and right after I left the game and opened my game history.
Ps: Unfortunately I can't upload my screenshots here, can I send them to you by email?
Best regards
Mark****
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear Makbarbrother,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please try to submit screenshots again in the complaint thread, if that won't work please send the evidence to my email at tomas@casino.guru
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.
Best regards,
Tomas
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10 months ago
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I have sent the evidence to the email address and hope for a clarification of the case.
Edited
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10 months ago
Thanks for your email.
Do I understand correctly the game round was recorded as this bet made at 01:39:32 with a winning amount of 0€? 
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10 months ago
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Yes, in the game history this round was noted as 0 euros, although you can see on my screenshot that I had the win that minute. The same thing happened a few rounds earlier with a win of 32 euros. I don't have that as a screenshot though.
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10 months ago
Unfortunately, if the game log shows there are no winnings, it means that the result on the server of the game resulted in a loss, regardless of the amount displayed on screen during gameplay.
Such issues may happen anytime in any casino and in most cases, the casino can't be held responsible for technical issues like this.
Bets are counted automatically and if there's no record of a technical glitch from the game provider, or any serious discrepancy in the game log we really do not stand a chance to pursue those cases.
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.
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10 months ago
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Please what?! "Such problems can arise at any time." Yes at my expense or what?! What would happen if I had made a 100 euro spin and hadn't received the winnings?! Then 100 euros would be gone plus profit. What kind of stupid answer is that? You can't be serious.
And there is a discrepancy! The screenshots show that the money was not booked immediately after leaving the game! Ergo, the game had technical problems, so the casino has to claim my money back from the game manufacturer. They should only help to ensure that this is actually implemented and that the casinos don't talk meatballs in my ear and just put me off.
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10 months ago
I apologize for the late reply.
Unfortunately, the game history is the decisive factor in this case. Game history records the results sent from the server of the game provider.
Technical issues on the side of the game provider can occur anytime and when they do, the casino is not responsible.
You can always contact the game provider and ask them to investigate the result of the game round, but we cannot confront the casino when the game history already recorded the game round as a loss.
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 issues with any online casino in the future.
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