The player from Spain had reported that she hadn't been correctly paid for her winning combination in the 'Burn 7s Burn' game. She had also noticed that her total balance had been deducted by 10 euros twice after exiting the game. Due to lack of evidence supporting the player's claim, we were unable to proceed further with the complaint and it had subsequently been rejected. We had recommended the player to contact the game provider or the licensing authority for further investigation.
PlayUZU Casino ES - Player experiences irregularities with a game.
Amount: ??
PlayUZU Casino ES
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Hello,
I was playing the "Burn 7s Burn" game.
I was betting 1 euro when I got a screen full of 7s.
The game should have paid me 1 euro for each combination, but it only did so for 0.10 euros and I ended up with a total gain of just 2.7 euros or 3.3, I can't quite remember. However, I've attached the game's record for reference.
Additionally, I experienced several irregularities that day since twice when I exited the game, my total balance was deducted by 10 euros.
I have already lodged a complaint with playUzu by email, but I haven't received a response yet.
I first emailed them on November 19th.
I can't upload all the files.
Automatic translation:
Public
Public
11 months ago
Dear Chemina,
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 kristina.s@casino.guru? Have you stopped playing right after the incident?
Meanwhile, please check our article explaining "How slot machines are 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,
Kristina
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11 months ago
Translation
Hello.
Don't stop playing immediately.
I continued to play.
I have attached a screenshot, in a red circle I have marked the two possible low-paying plays. It's one of the two.
Automatic translation:
Public
Public
11 months ago
Thank you for your reply, Chemina. I am sorry, but if this is the result that has been recorded in your game history, it is correct and you most likely saw an incorrect result on your screen when you were playing.
If there is no record of the gameplay you described or any other proof that you did win this amount, I am afraid that we can't proceed with this complaint.
I can only recommend that you contact the game provider to see if they can perhaps have recorded a different game history. You can also contact the licensing authority, as both of these establishments have more options and tools to investigate and help in cases like this.
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.
