The player from Germany experienced a technical glitch while playing a game.
PlayToro Casino - Player experienced a technical glitch.
Amount: ??
PlayToro Casino
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6.5
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello dear guru team 🙂
I played at Playtoro Casino on 2/16/23 I played Sahara Riches Cash Collect at 40 cents then the bar with the free spins (between 15 and 20 numbers) and the collect what you need to get these free spins suddenly came out of nowhere on the server Time out I started the game again...no free spins not the picture what I got before the server time out...nothing I also wrote there and only with the BOT MARCUS...then searched out the support email addresses online there emails written with the problem ONE answer came in the casino chat:
Hello Manuela, Thank you for contacting us about games. My name is Lina and I will help you! I am sorry for the late reply.
I am very sorry to hear that you were not able to play the free spins in game.
So that we can investigate this, could you please send us the game and session ID since when did this happen?
Click 3 Bars > Cashier > Game History > Game Activity. On the Game Activity page, select "Game Type" > Find the name of the "Games" played > Enter the date the game was played "From". Click Submit.
I look forward to hearing from you. Have a nice day Manuela.
Said and done I then emailed: Hello game Sahara Riches Cash Collect 02/16/23 session ID: 317720834 was from 8.18 think after about 5 spins it came but I don't know exactly I had something over 31 euros on it and the server came pretty quickly Time out NO reply since then. I think it's unfair that there is no longer a response and I certainly won't cause any trouble if it weren't the case.
A customer support was only to write via email otherwise you will be fobbed off in the casino chat with the bot Marcus
Normally a casino should see if and when a game fails or not? I deposited €30 with no bonus
I hope you can help me, I think it's cheeky that they took my chance to win something. Unfortunately, everything happened so quickly that a picture wasn't possible, so I don't have any proof
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1 year ago
Dear Maibiene1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you only experienced this once with one specific game?
Did the situation somehow influence your real money balance?
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.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello.... Yes, that was only in the game that day and that was twice in a row. The 0.40 cents for the round where the error occurred were gone, but the collect for the free spins was available for collection and then it came Server Time Out Greeting Maibiene1
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1 year ago
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Hello 🙂
It is incredibly difficult to get free spins in Sahara Riches Cash Collecht, so I find it strange that it happens exactly at the moment when you actually collect what you need in this game to get bigger wins and free spins. I also don't understand why the casino afterwards no longer responded after I passed on the data (session ID) etc... as requested via email and in the casino chat
If I do not comply with the guidelines in a casino, I am informed immediately, but a player also has the right to have a solution found if something goes wrong in the game. I waited days before I came to you with this because I hoped that Playtoro Casino Support report again. It may be that the server is to blame and something went wrong but I don't think it's nice to get any feedback 🙁 Kind regards and thank you for looking at it 🙂
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1 year ago
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Hello🙂
I wanted to ask if there was anything new?
Kind regards Maibiene1
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1 year ago
Thank you very much for your reply, Maibiene1. Could you please forward me your game history from the day you experienced this issue?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello 🙂 So I started at 8.18 a.m. the server time out was around between 9.19 a.m. (which confuses me) but now comes the best thing I can only track the time until 9.02 a.m. the rest is no longer there something is really wrong where what happened I had about 31 euros on it I send you the data via email I played from 8.18 a.m. to 9.31 at least and then something is wrong with the time windows I deposited 2 times a 30 euros and at 9.20 (time window?) that's about what happened. I wrote to the messenger in the game immediately afterwards at 9.21 a.m., so it's in the chat...Best regards, the rest by email 🙂 The 2nd deposit counts but it didn't happen with the first deposit I'm just wondering how I did at 8.18 a.m was able to play when I deposited at 9.17am according to my bank account and Play Toro deposit history...Something is wrong with the time window...Maybe I was wrong with the time and something happened later with the time out from the server but then it would be strange because I can no longer see these times from 9.02 a.m. and even then the bet in the game does not fit at all where I started playing (play toro *8.18 a.m.) I had no money on it beforehand! I know it is confusing but that I'm right now too.... and also that this Lina DELETED from the chat history is also strange. Good thing I copied that before.
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1 year ago
Maibiene1, unfortunately, I have not found any emails from you. Could you please forward me everything again?
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1 year ago
Translation
Hello I have now sent the PDFs again 🙂
Kind regards Maibiene1 / Manuela M
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1 year ago
Thank you very much. So I went through everything again, and although I understand your disappointment in the loss of those free spins, unless this situation seriously influenced your real money balance, there is not much more we could do.
I agree that some better explanation from the casino would be great, but on the other hand, the casino most likely had nothing to do with this and the issue could easily occur due to a weak internet connection or an error on the game provider's side, none of which we investigate further.
You can always contact the game provider and they should be able to provide a more detailed report of what happened, but I am afraid that it is impossible to restore a bonus feature. We would really like to help, but it is impossible for us this time.
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.
